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1738596

全球虛擬客服中心(VOC) 軟體市場規模（按類型、應用、區域範圍和預測）

Global Virtual Call Center (VOC) Software Market Size By Type, By Application, By Geographic Scope And Forecast

出版日期: 2025年05月12日 | 出版商:

Verified Market Research | 英文 202 Pages | 商品交期: 2-3個工作天內

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簡介目錄

虛擬客服中心（VOC）軟體市場規模與預測

虛擬客服中心(VOC) 軟體市場規模近年來一直以中等速度成長，成長率顯著，2026-2032 年的市場規模、估計和預測顯示該市場將大幅成長。

允許遠距辦公的公司生產力提高，如果可以靈活辦公，大多數員工更願意留在現有雇主處工作，這預計將提振全球市場的需求。這些因素正在推動虛擬呼叫中心 (VOC) 軟體市場的擴張。由於公共和私營部門虛擬客服中心(VOC) 軟體市場交易量的不斷成長，預計該市場將快速成長。本研究報告對全球虛擬客服中心(VOC) 軟體市場進行了全面的評估和分析，全面分析了關鍵細分市場、趨勢、市場促進因素、限制因素、競爭格局以及影響市場的關鍵因素。

虛擬客服中心(VOC) 軟體市場規模在過去幾年中一直以適度的速度成長，成長率相當高，預計在預測期內，即 2026-2032 年，市場將大幅成長。

全球虛擬客服中心（VOC）軟體市場定義

虛擬客服中心可以直接撥打座席的行動電話。與傳統的座席固定辦公桌辦公模式不同，虛擬客服中心允許座席隨時隨地遠端辦公，甚至在旅途中也能工作。由於虛擬客服中心雲端基礎，因此無需設定昂貴且笨重的設備（例如 EPABX 系統）。初始設定完成後，座席只需一部行動電話即可管理入境和呼出電話。

由於通話會被路由到座席的行動電話，因此無需依賴網路。遠端客服中心讓您可以靈活地在世界任何地方僱用座席，如果您的支援依賴在不同時區工作的人員，這將尤其有用。該軟體包含詳細的業務分析和報告，可為您提供改善客戶服務所需的可見度和洞察力，從而助力您的業務發展。虛擬客服中心的設定和配置極為簡單，您可以隨時變更呼叫流程並移除或取代使用者。

全球虛擬客服中心（VOC）軟體市場概覽

虛擬客服中心(VOC) 軟體不僅能為企業帶來成本效益，還能提升流程效率。所有內部功能均透過虛擬客服中心(VOC) 軟體實現標準化，從而確保整個流程順暢且有效率。此外，生產力和員工滿意度的提高、智慧型手機的廣泛普及、企業硬體成本的降低以及行動數據和行動裝置使用量的增加，都是推動全球市場成長的關鍵因素。

人工智慧和分析技術的市場引入為供應商提供無縫客戶體驗開闢了新領域。合理利用這些技術，企業可以獲得有助於業務決策的資訊和洞察。虛擬客服中心已經意識到採用這些技術的優勢和潛力，並已開始在其系統中實施。然而，缺乏軟體解決方案知識、軟體基礎設施技能和資源的部署，以及客戶對這些整合系統安全問題的政策，可能會限制其發展。

Companies allowing remote work resulted in an increase in productivity as well as most of the workers would be more willing to stay with their current employer if they could work flexible hours, this is anticipated to boost demand from the global market. Owing to these factors the market for VOC Software is enhancing. The market is expected to grow at a rapid pace due to the increase in the number of deals in the Virtual Call Center (VOC) Software Market across public and private sectors. The Global Virtual Call Center (VOC) Software Market report provides a holistic evaluation of the market. The report offers a comprehensive analysis of key segments, trends, drivers, restraints, competitive landscape, and factors that are playing a substantial role in the market.

Global Virtual Call Center (VOC) Software Market Definition

A virtual call centre lets you route calls directly to agents' mobile phones. Instead of a typical setup where agents are chained to their desks, a virtual call centre enables agents to work remotely from anywhere, anytime, or while they are travelling. Since virtual call centres are cloud-based, there's no need to go through the hassle of setting up expensive and bulky equipment like EPABX systems. After the initial setup, agents only require a mobile phone to manage both inbound and outbound calls.

As calls are routed to the agent's phone, there's no dependency on the internet. With a remote call center, you get the flexibility of hiring agents from any part of the world. It is especially useful if your support relies on people working in different time zones. The software offers in-depth business analytics and reports that give you the visibility and insights required to improve your customer service, thereby helping your business. Virtual call centers are extremely easy to set up and configure, and you can make changes to the call flow, and delete or modify users on the go.

Global Virtual Call Center (VOC) Software Market Overview

Apart from being cost-efficient, Virtual Call Center (VOC) Software also provide process efficiency to the companies. All the internal functions are standardized using Virtual Call Center (VOC) Software, therefore making the whole process smooth and efficient. Furthermore, increasing productivity and employee satisfaction increased Smartphone penetration, reduced hardware cost for enterprises, increasing Mobile Data and Mobile Devices are the major factor for boosting the market growth globally.

The adoption of artificial intelligence and analytics in the market has opened new realms of opportunities for the vendors to provide a seamless customer experience. By making proper use of these technologies, enterprises have access to information and insights that can drive business decisions. Virtual call centers have realized the benefits and potential of adopting these technologies and have started implementing them into their systems. However, the lack of knowledge of software solutions, the software infrastructure skills and resource deployment, and client policies on security issues of these integrated systems may limit the ability of market development.

Global Virtual Call Center (VOC) Software Market: Segmentation Analysis

The Global Virtual Call Center (VOC) Software Market is segmented on the basis of Type, Application, And Geography.

Virtual Call Center (VOC) Software Market, By Type

Cloud-Based
Web-Based

Based on Type, The market is bifurcated into Cloud-Based and Web-Based.

Virtual Call Center (VOC) Software Market, By Application

Large Enterprises
SMEs

Based on Application, The market is bifurcated into Large Enterprises and SMEs.The Large Enterprises segment is expected to gain a larger market share during the forecast period. Moreover, the adoption of virtual call center software has become an integral part of large enterprises to sustain their position in the highly competitive market. Furthermore, large enterprises prefer implementing software and services that are expected to assist them in enhancing their profit.

Virtual Call Center (VOC) Software Market, By Geography

North America
Europe
Asia Pacific
Rest of the world
On the basis of Geography, The Global Virtual Call Center (VOC) Software Market is classified into North America, Europe, Asia Pacific, and the Rest of the world. North America has the first-mover advantage of adopting new technologies, such as big data and cloud platforms. Moreover, there has been an increasing demand among enterprises to increase their overall productivity by optimizing inbound and outbound operations in the region.
Several companies willingly invest in North America due to the presence of many large enterprises in the region. These factors along with a stable economy, technology enhancements, and optimized infrastructure costs are expected to drive the North American market. APAC is expected to be the fastest-growing region in the global market, owing to the presence of a considerable number of SMEs and a broad customer base in the region.

Key Players

The "Global Virtual Call Center (VOC) Software Market" study report will provide valuable insight with an emphasis on the global market. The major players in the market are Five9, Aspect, eTollFree, Twilio Flex, Genesys, Talkdesk, ChaseData, Nextiva, NICE inContact, Sharpen. The competitive landscape section also includes key development strategies, market share, and market ranking analysis of the above-mentioned players globally.

1 INTRODUCTION OF GLOBAL VIRTUAL CALL CENTER (VOC) 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 VIRTUAL CALL CENTER (VOC) 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 VIRTUAL CALL CENTER (VOC) SOFTWARE MARKET, BY TYPE

5.1 Overview
5.2 Cloud Based
5.3 Web Based

6 GLOBAL VIRTUAL CALL CENTER (VOC) SOFTWARE MARKET, BY APPLICATION

6.1 Overview
6.2 Large Enterprises
6.3 SMEs

7 GLOBAL VIRTUAL CALL CENTER (VOC) 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 VIRTUAL CALL CENTER (VOC) SOFTWARE MARKET COMPETITIVE LANDSCAPE

8.1 Overview
8.2 Company Market Ranking
8.3 Key Development Strategies

9 COMPANY PROFILES

9.1 Five9
- 9.1.1 Overview
- 9.1.2 Financial Performance
- 9.1.3 Product Outlook
- 9.1.4 Key Developments
9.2 Aspect
- 9.2.1 Overview
- 9.2.2 Financial Performance
- 9.2.3 Product Outlook
- 9.2.4 Key Developments
9.3 eTollFree
- 9.3.1 Overview
- 9.3.2 Financial Performance
- 9.3.3 Product Outlook
- 9.3.4 Key Developments
9.4 Twilio Flex
- 9.4.1 Overview
- 9.4.2 Financial Performance
- 9.4.3 Product Outlook
- 9.4.4 Key Developments
9.5 Genesys
- 9.5.1 Overview
- 9.5.2 Financial Performance
- 9.5.3 Product Outlook
- 9.5.4 Key Developments
9.6 Talkdesk
- 9.6.1 Overview
- 9.6.2 Financial Performance
- 9.6.3 Product Outlook
- 9.6.4 Key Developments
9.7 ChaseData
- 9.7.1 Overview
- 9.7.2 Financial Performance
- 9.7.3 Product Outlook
- 9.7.4 Key Developments
9.8 Nextiva
- 9.8.1 Overview
- 9.8.2 Financial Performance
- 9.8.3 Product Outlook
- 9.8.4 Key Developments
9.9 NICE inContact
- 9.9.1 Overview
- 9.9.2 Financial Performance
- 9.9.3 Product Outlook
- 9.9.4 Key Developments
9.10 Sharpen
- 9.10.1 Overview
- 9.10.2 Financial Performance
- 9.10.3 Product Outlook
- 9.10.4 Key Developments