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全球聯絡中心即服務 (CCaaS) 市場研究報告 - 2023 年至 2030 年行業分析、規模、佔有率、成長、趨勢和預測

市場調查報告書

商品編碼

1342967

全球聯絡中心即服務 (CCaaS) 市場研究報告 - 2023 年至 2030 年行業分析、規模、佔有率、成長、趨勢和預測

Global Contact Center as a Service (CCaaS) Market Research Report - Industry Analysis, Size, Share, Growth, Trends and Forecast 2023 to 2030

出版日期: 2023年08月01日 | 出版商:

Value Market Research | 英文 200 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄圖表

全球聯絡中心即服務 (CCaaS) 市場需求預計將從 2022 年的 54.3 億美元增至 2030 年的近 235 億美元，2023-2030 年研究期間的年複合成長率為 20.1%。

聯絡中心即服務 (CCaaS) 被定義為雲端基礎客戶體驗解決方案，使組織能夠使用聯絡中心提供商的軟體。 CCaaS 模型允許公司只購買他們需要的技術，這減少了內部 IT 支持的必要性。組織在聯絡中心即服務的幫助下獲得靈活性和敏捷性。他們還可以為具有高和低需求負載的資產支付更少的費用。 CCaaS 是許多聯絡中心的理想替代方案，因為它提供可擴展性並促進卓越的客戶體驗以促進業務營運。

市場動態：

由於擴大使用先進的聯絡中心技術來提高業務連續性和簡化客戶交互以提高客戶滿意度，市場正在見證強勁成長。此外，機器學習和人工智慧（AI）技術在聯絡中心解決方案中的整合預計將為聯絡中心即服務（CCaaS）市場帶來更多成長可能性。此外，雲端基礎服務的大幅成長以及CCaaS軟體擴大被工作人群採用將進一步導致市場擴張。許多組織正在開發基於人工智慧的創新聯絡中心平台解決方案，以提高客戶滿意度，這可能會擴大聯絡中心即服務（CCaaS）的市場。

該研究報告涵蓋波特五力模型、市場吸引力分析和價值鏈分析。這些工具有助於清晰地了解行業結構並評估全球範圍內的競爭吸引力。此外，這些工具還對全球聯絡中心即服務 (ccaas) 市場的各個細分市場進行了包容性評估。聯絡中心即服務 (ccaas) 行業的成長和趨勢為本研究提供了整體方法。

區域分析：

本節涵蓋區域前景，重點介紹北美、歐洲、亞太地區、拉丁美洲以及中東和非洲聯絡中心即服務 (CCaaS) 市場當前和未來的需求。此外，該報告重點關注所有主要地區各個應用領域的需求、估計和預測。

該研究報告還涵蓋了市場主要參與者的全面概況以及對全球競爭格局的深入了解。聯絡中心即服務 (CCaaS) 市場的主要參與者包括阿爾卡特朗訊企業、Avaya Inc.、思科系統公司、Enghouse Interactive Inc.、Five9 Inc.、Genesys、微軟公司、NICE inContact、SAP SE、Unify Inc. .本節包含競爭格局的整體視圖，其中包括各種戰略發展，例如關鍵併購、未來產能、合作夥伴關係、財務概覽、合作、新產品開發、新產品發布和其他發展。

如果您有任何客製化要求，請寫信給我們。我們的研究團隊可以根據您的需求提供客製化報告。

簡介 - 市場動態
市場促進因素
市場限制
機會
行業動態
波特五力分析
市場吸引力分析
- 按解決方案進行市場吸引力分析
- 按服務分類的市場吸引力分析
- 按企業規模分類的市場吸引力分析
- 按最終用途分類的市場吸引力分析
- 市場吸引力分析：按地區

第 4 章：價值鏈分析

價值鏈分析
原料分析
- 原料清單
- 原料廠商清單
- 主要原料價格走勢
潛在買家名單
行銷管道
- 直效行銷
- 間接行銷
- 行銷管道發展趨勢

第 5 章：COVID-19 爆發的影響分析

第 6 章：全球聯絡中心即服務 (CCAAS) 市場分析：按解決方案

按解決方案概述
歷史和預測數據
按解決方案分析
自動呼叫分配
通話錄音
電腦電話整合
客戶協作
撥號器
互動語音應答
報告與分析
勞動力最佳化
其他

第 7 章：全球聯絡中心即服務 (CCAAS) 市場分析：按服務分類

按服務概覽
歷史和預測數據
按服務分析
整合與部署
支持與維護
培訓與諮詢
管理服務

第 8 章：全球聯絡中心即服務 (CCAAS) 市場分析：按企業規模

按企業規模分類的概覽
歷史和預測數據
按企業規模分析
大型企業
中小企業

第 9 章：全球聯絡中心即服務 (CCAAS) 市場分析：按最終用途分類

按最終用途分類的概述
歷史和預測數據
按最終用途分析
BFSI
消費品與零售
政府
衛生保健
資訊技術與電信
旅遊與酒店業
其他

第 10 章：全球聯絡中心即服務 (CCAAS) 市場分析：按地理位置

區域展望
介紹
北美銷售分析
- 概述、歷史和預測銷售分析
- 北美按細分市場銷售分析
- 北美按國家/地區銷售分析
- 美國銷售分析
- 加拿大銷售分析
- 墨西哥銷售分析
歐洲銷售分析
- 概述、歷史和預測銷售分析
- 歐洲按細分市場銷售分析
- 歐洲按國家/地區銷售分析
- 英國銷售分析
- 法國銷售分析
- 德國銷售分析
- 義大利銷售分析
- 俄羅斯銷售分析
- 歐洲其他地區銷售分析
亞太地區銷售分析
- 概述、歷史和預測銷售分析
- 亞太地區按細分市場銷售分析
- 亞太地區國家/地區銷售分析
- 中國銷售分析
- 印度銷售分析
- 日本銷售分析
- 韓國銷售分析
- 澳大利亞銷售分析
- 亞太地區其他地區銷售分析
拉丁美洲銷售分析
- 概述、歷史和預測銷售分析
- 拉丁美洲按細分市場銷售分析
- 拉丁美洲按國家/地區銷售分析
- 巴西銷售分析
- 阿根廷銷售分析
- 秘魯銷售分析
- 智利銷售分析
- 拉丁美洲其他地區銷售分析
中東和非洲銷售分析
- 概述、歷史和預測銷售分析
- 中東和非洲按細分市場銷售分析
- 中東和非洲國家銷售分析
- 沙烏地阿拉伯銷售分析
- 阿拉伯聯合大公國銷售分析
- 以色列銷售分析
- 南非銷售分析
- 中東其他地區和非洲銷售分析

第 11 章：聯絡中心即服務 (CCAAS) 公司的競爭格局

聯絡中心即服務 (Ccaas) 市場競爭
夥伴關係/協作/協議
併購
新產品發布
其他發展

第 12 章：公司簡介

頂級公司股票分析
市場集中度
Alcatel Lucent Enterprise

公司簡介
公司收入
產品
最近的發展

Avaya Inc.

公司簡介
公司收入
產品
最近的發展

Cisco Systems Inc.

公司簡介
公司收入
產品
最近的發展

Enghouse Interactive Inc.

公司簡介
公司收入
產品
最近的發展

Five9 Inc.

公司簡介
公司收入
產品
最近的發展

Genesys

公司簡介
公司收入
產品
最近的發展

Microsoft Corporation

公司簡介
公司收入
產品
最近的發展

NICE inContact

公司簡介
公司收入
產品
最近的發展

SAP SE

公司簡介
公司收入
產品
最近的發展

Unify Inc.

公司簡介
公司收入
產品
最近的發展

注意 - 在公司概況中，財務詳細資訊和近期發展視情況而定，或者如果是私營公司，則可能不包括在內

簡介目錄圖表

Product Code: VMR11219199

The global demand for Contact Center as a Service (CCaaS) Market is presumed to reach the market size of nearly USD 23.5 BN by 2030 from USD 5.43 BN in 2022 with a CAGR of 20.1% under the study period 2023 - 2030.

Contact Center as a Service (CCaaS) is defined as a cloud-based customer experience solution that enables an organization to use a contact center provider's software. A CCaaS model offers companies to buy only the technology they need, which decreases the necessity for internal IT support. Organizations gain flexibility and agility with the help of a contact center as a service. They can also pay less for assets that have high and low demand loads. CCaaS is an ideal alternative for many contact centers because it provides scalability and facilitates an extraordinary customer experience to boost business operations.

MARKET DYNAMICS:

The market is witnessing robust growth due to the increased use of advanced contact center technologies to improve business continuity & streamline customer interactions to boost customer satisfaction. Additionally, the integration of machine learning and Artificial Intelligence (AI) technologies in contact center solutions is anticipated to generate more growth possibilities for the contact center as a service (CCaaS) market. Moreover, a huge surge in cloud-based services and increasing adoption of CCaaS software for the working population will further lead to market expansion. Numerous organizations are developing innovative AI-based contact center platform solutions for improving customer satisfaction which will likely expand the market of the contact center as a service (CCaaS).

The research report covers Porter's Five Forces Model, Market Attractiveness Analysis, and Value Chain analysis. These tools help to get a clear picture of the industry's structure and evaluate the competition attractiveness at a global level. Additionally, these tools also give an inclusive assessment of each segment in the global market of contact center as a service (ccaas). The growth and trends of contact center as a service (ccaas) industry provide a holistic approach to this study.

MARKET SEGMENTATION:

This section of the contact center as a service (ccaas) market report provides detailed data on the segments at country and regional level, thereby assisting the strategist in identifying the target demographics for the respective product or services with the upcoming opportunities.

By Solution

Automatic Call Distribution
Call Recording
Computer Telephony Integration
Customer Collaboration
Dialer
Interactive Voice Response
Reporting & Analytics
Workforce Optimization
Others

By Service

Integration & Deployment
Support & Maintenance
Training & Consulting
Managed Services

By Enterprise Size

Large Enterprises
Small & Medium Enterprises

By End-Use

BFSI
Consumer Goods & Retail
Government
Healthcare
IT & Telecom
Travel & Hospitality
Others

REGIONAL ANALYSIS:

This section covers the regional outlook, which accentuates current and future demand for the Contact Center as a Service (CCaaS) market across North America, Europe, Asia-Pacific, Latin America, and Middle East & Africa. Further, the report focuses on demand, estimation, and forecast for individual application segments across all the prominent regions.

The research report also covers the comprehensive profiles of the key players in the market and an in-depth view of the competitive landscape worldwide. The major players in the Contact Center As A Service (CCaaS) market include Alcatel Lucent Enterprise, Avaya Inc., Cisco Systems Inc., Enghouse Interactive Inc., Five9 Inc., Genesys, Microsoft Corporation, NICE inContact, SAP SE, Unify Inc. This section consists of a holistic view of the competitive landscape that includes various strategic developments such as key mergers & acquisitions, future capacities, partnerships, financial overviews, collaborations, new product developments, new product launches, and other developments.

In case you have any custom requirements, do write to us. Our research team can offer a customized report as per your need.

1 . PREFACE

1.1. Report Description
- 1.1.1. Objective
- 1.1.2. Target Audience
- 1.1.3. Unique Selling Proposition (USP) & offerings
1.2. Research Scope
1.3. Research Methodology
- 1.3.1. Market Research Process
- 1.3.2. Market Research Methodology

2 . EXECUTIVE SUMMARY

2.1. Highlights of Market
2.2. Global Market Snapshot

3 . CONTACT CENTER AS A SERVICE (CCAAS) - INDUSTRY ANALYSIS

3.1. Introduction - Market Dynamics
3.2. Market Drivers
3.3. Market Restraints
3.4. Opportunities
3.5. Industry Trends
3.6. Porter's Five Force Analysis
3.7. Market Attractiveness Analysis
- 3.7.1 Market Attractiveness Analysis By Solution
- 3.7.2 Market Attractiveness Analysis By Service
- 3.7.3 Market Attractiveness Analysis By Enterprise Size
- 3.7.4 Market Attractiveness Analysis By End-Use
- 3.7.5 Market Attractiveness Analysis By Region

4 . VALUE CHAIN ANALYSIS

4.1. Value Chain Analysis
4.2. Raw Material Analysis
- 4.2.1. List of Raw Materials
- 4.2.2. Raw Material Manufactures List
- 4.2.3. Price Trend of Key Raw Materials
4.3. List of Potential Buyers
4.4. Marketing Channel
- 4.4.1. Direct Marketing
- 4.4.2. Indirect Marketing
- 4.4.3. Marketing Channel Development Trend

5 . IMPACT ANALYSIS OF COVID-19 OUTBREAK

6 . GLOBAL CONTACT CENTER AS A SERVICE (CCAAS) MARKET ANALYSIS BY SOLUTION

6.1 Overview by Solution
6.2 Historical and Forecast Data
6.3 Analysis by Solution
6.4 Automatic Call Distribution Historic and Forecast Sales by Regions
6.5 Call Recording Historic and Forecast Sales by Regions
6.6 Computer Telephony Integration Historic and Forecast Sales by Regions
6.7 Customer Collaboration Historic and Forecast Sales by Regions
6.8 Dialer Historic and Forecast Sales by Regions
6.9 Interactive Voice Response Historic and Forecast Sales by Regions
6.10. Reporting & Analytics Historic and Forecast Sales by Regions
6.11 Workforce Optimization Historic and Forecast Sales by Regions
6.12 Others Historic and Forecast Sales by Regions

7 . GLOBAL CONTACT CENTER AS A SERVICE (CCAAS) MARKET ANALYSIS BY SERVICE

7.1 Overview by Service
7.2 Historical and Forecast Data
7.3 Analysis by Service
7.4 Integration & Deployment Historic and Forecast Sales by Regions
7.5 Support & Maintenance Historic and Forecast Sales by Regions
7.6 Training & Consulting Historic and Forecast Sales by Regions
7.7 Managed Services Historic and Forecast Sales by Regions

8 . GLOBAL CONTACT CENTER AS A SERVICE (CCAAS) MARKET ANALYSIS BY ENTERPRISE SIZE

8.1 Overview by Enterprise Size
8.2 Historical and Forecast Data
8.3 Analysis by Enterprise Size
8.4 Large Enterprises Historic and Forecast Sales by Regions
8.5 Small & Medium Enterprises Historic and Forecast Sales by Regions

9 . GLOBAL CONTACT CENTER AS A SERVICE (CCAAS) MARKET ANALYSIS BY END-USE

9.1 Overview by End-Use
9.2 Historical and Forecast Data
9.3 Analysis by End-Use
9.4 BFSI Historic and Forecast Sales by Regions
9.5 Consumer Goods & Retail Historic and Forecast Sales by Regions
9.6 Government Historic and Forecast Sales by Regions
9.7 Healthcare Historic and Forecast Sales by Regions
9.8 IT & Telecom Historic and Forecast Sales by Regions
9.9 Travel & Hospitality Historic and Forecast Sales by Regions
9.10. Others Historic and Forecast Sales by Regions

10 . GLOBAL CONTACT CENTER AS A SERVICE (CCAAS) MARKET ANALYSIS BY GEOGRAPHY

10.1. Regional Outlook
10.2. Introduction
10.3. North America Sales Analysis
- 10.3.1. Overview, Historic and Forecast Sales Analysis
- 10.3.2. North America By Segment Sales Analysis
- 10.3.3. North America By Country Sales Analysis
- 10.3.4. United State Sales Analysis
- 10.3.5. Canada Sales Analysis
- 10.3.6. Mexico Sales Analysis
10.4. Europe Sales Analysis
- 10.4.1. Overview, Historic and Forecast Sales Analysis
- 10.4.2. Europe by Segment Sales Analysis
- 10.4.3. Europe by Country Sales Analysis
- 10.4.4. United Kingdom Sales Analysis
- 10.4.5. France Sales Analysis
- 10.4.6. Germany Sales Analysis
- 10.4.7. Italy Sales Analysis
- 10.4.8. Russia Sales Analysis
- 10.4.9. Rest Of Europe Sales Analysis
10.5. Asia Pacific Sales Analysis
- 10.5.1. Overview, Historic and Forecast Sales Analysis
- 10.5.2. Asia Pacific by Segment Sales Analysis
- 10.5.3. Asia Pacific by Country Sales Analysis
- 10.5.4. China Sales Analysis
- 10.5.5. India Sales Analysis
- 10.5.6. Japan Sales Analysis
- 10.5.7. South Korea Sales Analysis
- 10.5.8. Australia Sales Analysis
- 10.5.9. Rest Of Asia Pacific Sales Analysis
10.6. Latin America Sales Analysis
- 10.6.1. Overview, Historic and Forecast Sales Analysis
- 10.6.2. Latin America by Segment Sales Analysis
- 10.6.3. Latin America by Country Sales Analysis
- 10.6.4. Brazil Sales Analysis
- 10.6.5. Argentina Sales Analysis
- 10.6.6. Peru Sales Analysis
- 10.6.7. Chile Sales Analysis
- 10.6.8. Rest of Latin America Sales Analysis
10.7. Middle East & Africa Sales Analysis
- 10.7.1. Overview, Historic and Forecast Sales Analysis
- 10.7.2. Middle East & Africa by Segment Sales Analysis
- 10.7.3. Middle East & Africa by Country Sales Analysis
- 10.7.4. Saudi Arabia Sales Analysis
- 10.7.5. UAE Sales Analysis
- 10.7.6. Israel Sales Analysis
- 10.7.7. South Africa Sales Analysis
- 10.7.8. Rest Of Middle East And Africa Sales Analysis

11 . COMPETITIVE LANDSCAPE OF THE CONTACT CENTER AS A SERVICE (CCAAS) COMPANIES

11.1. Contact Center As A Service (Ccaas) Market Competition
11.2. Partnership/Collaboration/Agreement
11.3. Merger And Acquisitions
11.4. New Product Launch
11.5. Other Developments

12 . COMPANY PROFILES OF CONTACT CENTER AS A SERVICE (CCAAS) INDUSTRY

12.1. Top Company Share Analysis
12.2. Market Concentration Rate
12.3. Alcatel Lucent Enterprise
- 12.3.1. Company Overview
- 12.3.2. Company Revenue
- 12.3.3. Products
- 12.3.4. Recent Developments
12.4. Avaya Inc.
- 12.4.1. Company Overview
- 12.4.2. Company Revenue
- 12.4.3. Products
- 12.4.4. Recent Developments
12.5. Cisco Systems Inc.
- 12.5.1. Company Overview
- 12.5.2. Company Revenue
- 12.5.3. Products
- 12.5.4. Recent Developments
12.6. Enghouse Interactive Inc.
- 12.6.1. Company Overview
- 12.6.2. Company Revenue
- 12.6.3. Products
- 12.6.4. Recent Developments
12.7. Five9 Inc.
- 12.7.1. Company Overview
- 12.7.2. Company Revenue
- 12.7.3. Products
- 12.7.4. Recent Developments
12.8. Genesys
- 12.8.1. Company Overview
- 12.8.2. Company Revenue
- 12.8.3. Products
- 12.8.4. Recent Developments
12.9. Microsoft Corporation
- 12.9.1. Company Overview
- 12.9.2. Company Revenue
- 12.9.3. Products
- 12.9.4. Recent Developments
12.10. NICE inContact
- 12.10.1. Company Overview
- 12.10.2. Company Revenue
- 12.10.3. Products
- 12.10.4. Recent Developments
12.11. SAP SE
- 12.11.1. Company Overview
- 12.11.2. Company Revenue
- 12.11.3. Products
- 12.11.4. Recent Developments
12.12. Unify Inc.
- 12.12.1. Company Overview
- 12.12.2. Company Revenue
- 12.12.3. Products
- 12.12.4. Recent Developments