全球雲端基礎的客服中心中心軟體市場規模（按組織規模、最終用戶、區域範圍和預測）

雲端基礎的客服中心軟體市場規模與預測

2024 年雲端基礎的客服中心軟體市場規模價值 312.7 億美元，預計到 2032 年將達到 1,440 億美元，在 2026-2032 年預測期內的複合年成長率為 23.2%。

雲端基礎的客服中心軟體是一種託管在網路上的通訊解決方案，可讓企業透過各種管道管理客戶互動，包括語音通話、電子郵件、聊天和社交媒體。與傳統的內部部署系統不同，雲端基礎的解決方案採用訂閱模式，只需極少的硬體投資，提供靈活性、可擴展性和較低的前期成本。

各行各業的企業都使用雲端基礎的客服中心軟體來改善客戶服務並簡化業務。它們通常包括自動呼叫分配、互動式語音應答 (IVR)、即時分析以及與客戶關係管理 (CRM) 系統整合等功能。

該技術支援遠端工作，並允許代理商從任何地方為客戶提供服務。

全球雲端基礎客服中心軟體市場動態

關鍵市場促進因素

遠距工作解決方案需求增加：由於 COVID-19 疫情，雲端基礎的客服中心軟體市場對遠端工作解決方案的需求正在增加。根據 Gartner 報告 (2023)，74% 的 CFO 計畫在疫情後轉為遠距工作，這增加了對靈活溝通工具的需求。這一趨勢正在推動公司採用雲端基礎的解決方案，使代理商可以在任何地方工作。 RingCentral 等公司報告用戶群顯著成長，反映出遠距辦公採用率的激增。隨著組織努力維持業務效率，對雲端解決方案的需求持續成長。

人工智慧和自動化的融合日益增強：雲端基礎的客服中心軟體中人工智慧和自動化技術的融合是市場成長的主要驅動力。根據麥肯錫 2022 年的報告，採用人工智慧解決方案的公司可以將生產力提高高達 40%。自動呼叫路由、聊天機器人和預測分析等功能正成為標準服務。 Zendesk 等領先公司正在利用先進的人工智慧功能來增強其平台，從而改善客戶服務並減少等待時間。隨著企業意識到這些技術的價值，人工智慧整合客服中心軟體市場正在迅速擴大。

更重視客戶經驗：更重視改善客戶經驗(CX) 對雲端基礎的客服中心解決方案的採用產生了重大影響。根據普華永道2023年的一項調查，73%的消費者表示「體驗」是他們購買決策的重要因素。雲端解決方案為企業提供了更好地追蹤客戶互動和回饋的工具，從而實現了更個人化的服務。 Salesforce 等大公司正大力投資客戶經驗能力，進一步推動對雲端基礎的平台的需求。隨著企業尋求透過優質服務實現差異化，對 CX 的關注度也不斷提高。

提高企業的成本效率：成本效率日益成長的需求是雲端基礎客服中心軟體市場的主要驅動力。根據 Frost & Sullivan 2022 年的報告，企業透過轉向雲端解決方案可以將營運成本降低高達 30%。這種成本優勢對於希望最佳化預算的中小型企業尤其有吸引力。 8X8 等主要企業正在行銷活動中強調其解決方案的經濟效益，以幫助推動採用。隨著越來越多的企業意識到潛在的成本節約，雲端基礎的解決方案市場持續擴大。

主要問題

對資料安全的擔憂日益加劇：雲端基礎的客服中心軟體市場正面臨對資料安全和隱私日益成長的擔憂。根據美國聯邦貿易委員會（FTC）2022年發布的報告，約有50%的公司報告過資料外洩事件，顯示人們保護客戶資訊的意識有所增強。這些擔憂可能會阻礙公司採用雲端解決方案，尤其是那些處理敏感資料的解決方案。儘管像 Challenge 這樣的領先公司在最近的通訊中強調了對安全的承諾，但對資料外洩的擔憂仍然對市場成長構成挑戰。由於企業優先考慮安全性，這個問題仍然是一個主要障礙。

複雜的整合：雲端基礎的解決方案與現有系統的複雜整合可能會成為市場採用的障礙。根據德勤 2023 年的一項調查，45% 的公司認為整合困難是採用新技術的主要障礙。組織經常難以將雲端解決方案與舊有系統整合，這可能會導致混亂。像 Avaya 這樣的公司意識到了這項挑戰，並正在努力使整合過程更加簡單，但複雜性仍然是許多企業面臨的障礙。這種整合問題可能會減緩整個雲端基礎的客服中心市場的成長。

不斷增加的監管合規要求：與雲端資料儲存和通訊相關的不斷增加的監管合規要求可能會對市場構成挑戰。根據國際隱私專業人員協會 (IAPP) 2023 年報告，不斷變化的法規導致許多組織的合規成本上漲了 25%。企業需要確保其雲端解決方案符合 GDPR 和 HIPAA 等標準，這增加了實施的複雜性。儘管 NICE 等公司已對其合規能力進行了投資，但這些法規可能會阻礙潛在用戶。日益成長的合規性問題可能會限制雲端基礎的客服中心軟體的擴展。

主要趨勢

人工智慧解決方案的採用率不斷提高：雲端基礎的客服中心軟體市場正在見證人工智慧解決方案的採用率不斷提高。根據麥肯錫 2023 年的報告，在客戶服務業務中使用人工智慧的公司生產力可提高 40%。自動聊天機器人和情緒分析等功能正成為增強客戶互動的重要工具。 Zendesk 等領先公司正在持續將先進的 AI 功能整合到其平台中，使企業能夠簡化業務並提高服務品質。隨著企業意識到人工智慧的好處，其與客服中心軟體的整合正在迅速成長。

全通路支援需求不斷成長：反映消費者對無縫通訊的偏好，對雲端基礎的客服中心軟體的全通路支援的需求不斷成長。 Forrester 在 2023 年進行的一項調查發現，60% 的客戶期望在多個管道中獲得一致的體驗。這一趨勢正在推動企業採用將語音、聊天、電子郵件和社交媒體互動統一到單一平台上的解決方案。 Freshworks 等公司正在增強其服務，提供全面的全通路功能，不僅提高客戶滿意度，還提高忠誠度。隨著企業努力滿足這些期望，他們越來越關注全通路解決方案。

目錄

第1章：全球雲端基礎客服中心中心軟體市場簡介

• 市場概覽
• 研究範圍
• 先決條件

第2章執行摘要

第3章：已驗證的市場研究調查方法

• 資料探勘
• 驗證
• 第一手資料
• 資料來源列表

第4章雲端基礎客服中心軟體市場展望

• 概述
• 市場動態
  • 驅動程式
  • 限制因素
  • 機會
• 波特五力模型
• 價值鏈分析

第5章全球雲端基礎的客服中心軟體市場（依組織規模）

• 概述
• 小型企業
• 主要企業
• 其他

第6章 全球雲端基礎的客服中心軟體市場（按最終用戶）

• 概述
• 銀行、金融服務和保險（BFSI）
• 消費品和零售
• 政府
• 衛生保健
• IT/電信
• 旅遊與飯店
• 其他

第7章全球雲端基礎的客服中心軟體市場（按地區）

• 概述
• 北美洲
  • 美國
  • 加拿大
  • 墨西哥
• 歐洲
  • 德國
  • 英國
  • 法國
  • 其他歐洲國家
• 亞太地區
  • 中國
  • 日本
  • 印度
  • 其他亞太地區
• 其他
  • 拉丁美洲
  • 中東和非洲

第8章全球雲端基礎的客服中心軟體市場競爭格局

• 概述
• 各公司市場排名
• 重點發展策略

第9章 公司簡介

• NICE有限公司（以色列）
• Five9（美國）
• 8x8 Inc.（美國）
• 思科系統（美國）
• 甲骨文公司（美國）
• Genesys（美國）
• NewVoiceMedia（英國）
• Aspect軟體（美國）
• 先連接（美國）
• Extreme Networks

第10章 附錄

• 相關調查

Cloud-Based Call Center Software Market Size And Forecast

Cloud-Based Call Center Software Market size was valued at USD 31.27 Billion in 2024 and is projected to reach USD 144 Billion by 2032, growing at a CAGR of 23.2%from 2026 to 2032.

Cloud-based call center software is a communication solution hosted on the internet, allowing businesses to manage their customer interactions through various channels like voice calls, emails, chats, and social media. Unlike traditional on-premises systems, cloud-based solutions provide flexibility, scalability, and lower upfront costs, as they operate on a subscription model and require minimal hardware investment.

Businesses across various industries use cloud-based call center software to enhance customer service and streamline operations. Features often include automatic call distribution, interactive voice response (IVR), real-time analytics, and integration with customer relationship management (CRM) systems.

This technology enables remote work capabilities, allowing agents to assist customers from anywhere, which has become increasingly important in the modern workforce.

Global Cloud-Based Call Center Software Market Dynamics

Key Market Drivers

Rising Demand for Remote Work Solutions: The cloud-based call center software market is experiencing a rising demand for remote work solutions, accelerated by the COVID-19 pandemic. According to a report by Gartner (2023), 74% of CFOs plan to permanently shift to more remote work after the pandemic, increasing the need for flexible communication tools. This trend has driven businesses to adopt cloud-based solutions that enable agents to work from anywhere. Companies like RingCentral have reported significant growth in their user base, reflecting the surge in remote work adoption. As organizations seek to maintain operational efficiency, the demand for cloud solutions continues to rise.

Increasing Integration of AI and Automation: The integration of AI and automation technologies in cloud-based call center software is a key driver of market growth. A 2022 report from McKinsey found that companies implementing AI-driven solutions can boost productivity by up to 40%. Features like automated call routing, chatbots, and predictive analytics are becoming standard offerings. Leading players like Zendesk are enhancing their platforms with advanced AI capabilities, allowing businesses to improve customer service and reduce wait times. As organizations recognize the value of these technologies, the market for AI-integrated call center software is increasing rapidly.

Growing Emphasis on Customer Experience: There is a growing emphasis on enhancing customer experience (CX), significantly influencing the adoption of cloud-based call center solutions. According to a 2023 survey by PwC, 73% of consumers say that experience is an important factor in their purchasing decisions. Cloud solutions provide businesses with tools for better tracking customer interactions and feedback, enabling a more personalized service. Major companies like Salesforce are investing heavily in customer experience features, further driving demand for cloud-based platforms. As businesses strive to differentiate themselves through superior service, the focus on CX continues to grow.

Rising Cost Efficiency for Businesses: The rising need for cost efficiency is a significant driver of the cloud-based call center software market. A 2022 report by Frost & Sullivan found that organizations can reduce operational costs by up to 30% by switching to cloud solutions. This cost advantage is particularly attractive for small to medium-sized enterprises (SMEs) looking to optimize their budgets. Key players like 8X8 have highlighted the financial benefits of their solutions in marketing efforts, contributing to increased adoption. As more companies recognize the potential savings, the market for cloud-based solutions continues to expand.

Key Challenges:

Rising Concerns over Data Security: The cloud-based call center software market is facing rising concerns over data security and privacy. According to a 2022 report from the Federal Trade Commission (FTC), nearly 50% of businesses reported data breaches, heightening awareness around customer information protection. This concern can deter companies from adopting cloud solutions, particularly those handling sensitive data. Major players like Genesys have emphasized their commitment to security in recent communications, but fears about data exposure continue to challenge market growth. As organizations prioritize security, this issue remains a significant restraint.

Increasing Complexity of Integration: The increasing complexity of integrating cloud-based solutions with existing systems can hinder market adoption. A 2023 survey by Deloitte found that 45% of companies cite integration difficulties as a significant barrier to implementing new technology. Organizations often struggle to align cloud solutions with legacy systems, which can lead to disruptions. Companies like Avaya have acknowledged this challenge and are working on more straightforward integration processes, yet the complexity remains a roadblock for many businesses. This integration issue can slow the overall growth of the cloud-based call center market.

Increasing Regulatory Compliance Requirements: The increasing regulatory compliance requirements related to cloud data storage and communication can pose challenges for the market. According to a 2023 report by the International Association of Privacy Professionals (IAPP), compliance costs have risen by 25% for many organizations due to evolving regulations. Businesses need to ensure that their cloud solutions adhere to standards such as GDPR and HIPAA, adding complexity to implementation. Companies like NICE are investing in compliance features, but navigating these regulations can deter potential users. As compliance concerns grow, they may restrict the expansion of cloud-based call center software.

Key Trends

Rising Adoption of AI-Powered Solutions: The cloud-based call center software market is witnessing a rising adoption of AI-powered solutions. According to a 2023 report from McKinsey, businesses utilizing AI in their customer service operations have seen productivity increases of up to 40%. Features like automated chatbots and sentiment analysis are becoming essential tools for enhancing customer interactions. Major players such as Zendesk are continually integrating advanced AI functionalities into their platforms, allowing companies to streamline operations and improve service quality. As organizations increasingly recognize the benefits of AI, its integration into call center software is rapidly growing.

Increasing Demand for Omnichannel Support: There is an increasing demand for omnichannel support in cloud-based call center software, reflecting consumers' preferences for seamless communication. A 2023 study by Forrester found that 60% of customers expect consistent experiences across multiple channels. This trend drives companies to adopt solutions that integrate voice, chat, email, and social media interactions into a single platform. Companies like Freshworks are enhancing their offerings to provide comprehensive omnichannel capabilities, which not only improves customer satisfaction but also boosts loyalty. As businesses strive to meet these expectations, the focus on omnichannel solutions is growing.

Global Cloud-Based Call Center Software Market Regional Analysis

North America

North America leads the global cloud-based call center software market, driven by rapid digital transformation and the adoption of advanced customer service technologies. The region's dominance is fueled by a strong presence of major tech companies, a highly skilled workforce, and a culture of innovation in customer experience management. According to the U.S. Bureau of Labor Statistics, as of May 2023, there were over 2.9 million customer service representatives employed in the United States, highlighting the significant demand for efficient call center solutions. This large workforce has accelerated the adoption of cloud-based systems that offer flexibility, scalability, and cost-effectiveness for businesses of all sizes.

The market has seen substantial growth and innovation, with key players continuously enhancing their offerings to meet evolving customer needs. In July 2024, Genesys, a leading provider of cloud customer experience solutions, announced the integration of advanced AI capabilities into its cloud platform, enabling more personalized and efficient customer interactions. This move reflects the industry's shift towards AI-powered solutions to improve service quality and operational efficiency. Additionally, the increasing focus on remote work solutions has further boosted the demand for cloud-based call center software, as businesses seek to maintain seamless customer support operations regardless of physical location.

Asia Pacific

The Asia Pacific region is experiencing rapid growth in the cloud-based call center software market, driven by digital transformation initiatives across various industries and the increasing focus on enhancing customer experience. Countries like India, China, and Japan are leading this growth, with businesses recognizing the benefits of cloud-based solutions in terms of scalability, cost-effectiveness, and flexibility.

According to the Indian Ministry of Electronics and Information Technology, the country's cloud services market is projected to grow at a CAGR of 22.2% from 2023 to 2028, indicating a strong adoption trend for cloud-based technologies, including call center software. This growth is further accelerated by the region's large and growing customer service sector, which is embracing innovative technologies to improve efficiency and customer satisfaction.

Global Cloud-Based Call Center Software Market: Segmentation Analysis

The Global Cloud-Based Call Center Software Market is segmented based on Organization Size, End-User, And Geography.

Cloud-Based Call Center Software Market, By Organization Size

• Small and Medium Enterprise
• Large Enterprise

Based on Organization Size, the Cloud-Based Call Center Software Market is classified Small and Medium Enterprise and Large Enterprise. In the cloud-based call center software market, the Large Enterprise segment currently dominates, as these organizations have greater resources to invest in advanced technology and require robust solutions to manage high volumes of customer interactions. However, the Small and Medium Enterprise (SME) segment is rapidly growing, driven by the increasing availability of affordable cloud solutions that enable smaller businesses to enhance their customer service capabilities without significant upfront investments. This shift highlights the rising trend of digital transformation among SMEs, making them key players in the market's expansion.

Cloud-Based Call Center Software Market, By End-User

• Financial Services and Insurance (BFSI)
• Consumer Goods & Retail
• Government
• Healthcare
• IT & Telecom
• Travel & Hospitality

Based on End-User, Cloud Based Call Center Software Market is divided into Banking, Financial Services and Insurance (BFSI), Consumer Goods and Retail, Government, Healthcare, IT & Telecom, Travel & Hospitality. In the cloud-based call center software market, the Financial Services and Insurance (BFSI) segment currently dominates, driven by the need for efficient customer service and regulatory compliance in managing client interactions. However, the Healthcare segment is rapidly growing, fueled by increasing demand for patient engagement and streamlined communication amidst a digital transformation in the industry. This growth reflects a rising emphasis on customer-centric service delivery and improved patient experiences, positioning healthcare as a key area of expansion within the market.

Cloud-Based Call Center Software Market, By Geography

• North America
• Europe
• Asia Pacific
• Rest of the World

Based on Geography, the Global Cloud-Based Call Center Software Market is classified into North America, Europe, Asia Pacific, and the Rest of the World. In the cloud-based call center software market, North America currently dominates, largely due to its advanced technological infrastructure and high adoption rates among businesses seeking to enhance customer service efficiency. However, the Asia Pacific region is experiencing rapid growth, driven by increasing digital transformation initiatives and a burgeoning demand for customer engagement solutions across various industries. This trend reflects the region's expanding economies and growing awareness of the benefits of cloud technology in improving operational effectiveness.

Key Players

The "Global Cloud-Based Call Center Software Market" study report will provide valuable insight with an emphasis on the global market. The major players in the market are NICE Ltd., Fiveg, 8X8, Inc., Cisco Systems, Oracle Corporation, Genesys, New Voice Media, Aspect Software, Connect First, and Extreme Networks.

TABLE OF CONTENTS

1 INTRODUCTION OF GLOBAL CLOUD-BASED CALL CENTER SOFTWARE MARKET

• 1.1 Overview of the Market
• 1.2 Scope of Report
• 1.3 Assumptions

2 EXECUTIVE SUMMARY

3 RESEARCH METHODOLOGY OF VERIFIED MARKET RESEARCH

• 3.1 Data Mining
• 3.2 Validation
• 3.3 Primary Interviews
• 3.4 List of Data Sources

4 GLOBAL CLOUD-BASED CALL CENTER SOFTWARE MARKET OUTLOOK

• 4.1 Overview
• 4.2 Market Dynamics
  • 4.2.1 Drivers
  • 4.2.2 Restraints
  • 4.2.3 Opportunities
• 4.3 Porters Five Force Model
• 4.4 Value Chain Analysis

5 GLOBAL CLOUD-BASED CALL CENTER SOFTWARE MARKET, BY SIZE

• 5.1 Overview
• 5.2 Small and Medium Enterprise
• 5.3 Large Enterprise
• 5.4 Others

6 GLOBAL CLOUD-BASED CALL CENTER SOFTWARE MARKET, BY END USER

• 6.1 Overview
• 6.2 Bank, Financial Services and Insurance (BFSI)
• 6.3 Consumer Goods & Retail
• 6.4 Government
• 6.5 Healthcare
• 6.6 IT & Telecom
• 6.7 Travel & Hospitality
• 6.8 Others

7 GLOBAL CLOUD-BASED CALL CENTER SOFTWARE MARKET, BY GEOGRAPHY

• 7.1 Overview
• 7.2 North America
  • 7.2.1 U.S.
  • 7.2.2 Canada
  • 7.2.3 Mexico
• 7.3 Europe
  • 7.3.1 Germany
  • 7.3.2 U.K.
  • 7.3.3 France
  • 7.3.4 Rest of Europe
• 7.4 Asia Pacific
  • 7.4.1 China
  • 7.4.2 Japan
  • 7.4.3 India
  • 7.4.4 Rest of Asia Pacific
• 7.5 Rest of the World
  • 7.5.1 Latin America
  • 7.5.2 Middle East & Africa

8 GLOBAL CLOUD-BASED CALL CENTER SOFTWARE MARKET COMPETITIVE LANDSCAPE

• 8.1 Overview
• 8.2 Company Market Ranking
• 8.3 Key Development Strategies

9 COMPANY PROFILES

• 9.1 NICE Ltd. (Israel)
  • 9.1.1 Overview
  • 9.1.2 Financial Performance
  • 9.1.3 Product Outlook
  • 9.1.4 Key Developments
• 9.2 Five9 (US)
  • 9.2.1 Overview
  • 9.2.2 Financial Performance
  • 9.2.3 Product Outlook
  • 9.2.4 Key Developments
• 9.3 8x8 Inc. (US)
  • 9.3.1 Overview
  • 9.3.2 Financial Performance
  • 9.3.3 Product Outlook
  • 9.3.4 Key Developments
• 9.4 Cisco Systems (US)
  • 9.4.1 Overview
  • 9.4.2 Financial Performance
  • 9.4.3 Product Outlook
  • 9.4.4 Key Developments
• 9.5 Oracle Corporation (US)
  • 9.5.1 Overview
  • 9.5.2 Financial Performance
  • 9.5.3 Product Outlook
  • 9.5.4 Key Developments
• 9.6 Genesys (US)
  • 9.6.1 Overview
  • 9.6.2 Financial Performance
  • 9.6.3 Product Outlook
  • 9.6.4 Key Developments
• 9.7 NewVoiceMedia (UK)
  • 9.7.1 Overview
  • 9.7.2 Financial Performance
  • 9.7.3 Product Outlook
  • 9.7.4 Key Developments
• 9.8 Aspect Software (US)
  • 9.8.1 Overview
  • 9.8.2 Financial Performance
  • 9.8.3 Product Outlook
  • 9.8.4 Key Developments
• 9.9 Connect First (US)
  • 9.9.1 Overview
  • 9.9.2 Financial Performance
  • 9.9.3 Product Outlook
  • 9.9.4 Key Developments
• 9.10 Extreme Networks
  • 9.10.1 Overview
  • 9.10.2 Financial Performance
  • 9.10.3 Product Outlook
  • 9.10.4 Key Developments

10 Appendix

• 10.1 Related Research