表紙：CCaaS (Contact Center as a Service) 製品：2023-2024年

市場調査レポート

商品コード

1373224

CCaaS (Contact Center as a Service) 製品：2023-2024年

2023-2024 Contact Center as a Service Product and Market Report

出版日: 2023年10月27日 | 発行: DMG Consulting LLC

| ページ情報: 英文 | 納期: 即日から翌営業日

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概要
図表
目次

概要

コンタクトセンター技術の未来はクラウドにあり、CCaaS (Contact Center as a Service) ベンダーが業界をリードしています。他のあらゆる業界と同様に、生成AIを含むAIが、CCaaS市場におけるイノベーションと採用を加速させており、生産性の向上、セルフサービス機能の改善、顧客と従業員のエクスペリエンス (CX/EX) の強化など、定量化可能なメリットをすでに提供しています。

CCaaS (Contact Center as a Service) の市場は、マクロ経済がやや厳しい状況にあるにもかかわらず、成長を続けています。急成長の原動力となっているのは、大手金融機関などクラウドに抵抗を示していた企業が最近になって採用を始めたこと、多くの既存顧客による継続的な席数の拡大、旧世代のCCaaSソリューションの強力な更新サイクル、北米以外での導入拡大などです。

当レポートでは、CCaaS (Contact Center as a Service) 製品の市場を調査し、CCaaSソリューションの機能とコンポーネント、主要動向と課題、製品ロードマップ、AIとオートメーションの動向、技術分析、ベンダーによる実装手法とベストプラクティス、ベンダーの顧客満足度調査、価格体系、企業プロファイルなどをまとめています。

Table of Figures

Figure 1: CCaaS Functional Components
Figure 2: Product Information
Figure 3: Omnichannel Capabilities
Figure 4.1: Digital-Only
Figure 4.2: Digital-Only
Figure 5: Outbound Dialing in an Omnichannel World
Figure 6.1: Outbound
Figure 6.2: Outbound
Figure 7: WEM Platform
Figure 8: Workforce Engagement Management
Figure 9: 2023 CCaaS Trends
Figure 10: 2023 CCaaS Challenges
Figure 11: New Product Features
Figure 12: Future Enhancements, by Category
Figure 13.1: Artificial Intelligence (AI) and Machine Learning (ML)
Figure 13.2: Artificial Intelligence (AI) and Machine Learning (ML)
Figure 14.1: Intelligent Self-Service
Figure 14.2: Intelligent Self-Service
Figure 15: Interaction Analytics
Figure 16.1: Interaction Analytics
Figure 16.2: Interaction Analytics
Figure 17.1: Transcription
Figure 17.2: Transcription
Figure 18: Customer Journey Analytics
Figure 19: CJA Process
Figure 20.1: Customer Journey Analytics (CJA)
Figure 20.2: Customer Journey Analytics (CJA)
Figure 21: Making Agents Customer Heroes
Figure 22: Use Real-Time Guidance to Improve CX, EX and Productivity
Figure 23.1: Real-Time Guidance (RTG) Functional Capabilities
Figure 23.2: Real-Time Guidance (RTG) Functional Capabilities
Figure 24: Agent/employee-facing virtual assistant
Figure 25.1: Virtual Assistants
Figure 25.2: Virtual Assistants
Figure 26: Knowledge Management
Figure 27.1: Knowledge Management
Figure 27.2: Knowledge Management
Figure 28: The Contact Center AI Brain/Hub
Figure 29.1: Workforce Management
Figure 29.2: Workforce Management
Figure 30: Omnichannel AQM Improves Accuracy, Efficiency, CX, and EX
Figure 31.1: Analytics-Enabled Quality Management (AQM)
Figure 31.2: Analytics-Enabled Quality Management (AQM)
Figure 32.1: Robotic Process Automation (RPA)
Figure 32.2: Robotic Process Automation (RPA)
Figure 33.1: Contact Center Performance Management (CCPM/BI)
Figure 33.2: Contact Center Performance Management (CCPM)/BI
Figure 34: CCaaS Competitive Landscape
Figure 35.1: Company Information as of June 30, 2023
Figure 35.2: Company Information as of June 30, 2023
Figure 36.1: Omnichannel Routing and Queuing Engine
Figure 36.2: Omnichannel Routing and Queuing Engine
Figure 37.1: Customer Relationship Management (CRM)
Figure 37.2: Customer Relationship Management (CRM)
Figure 38.1: Recording
Figure 38.2: Recording
Figure 39.1: Agent Experience
Figure 39.2: Agent Experience
Figure 40.1: Supervisor Experience
Figure 40.2: Supervisor Experience
Figure 41.1: Business Intelligence, Reporting, and Dashboards
Figure 41.2: Business Intelligence, Reporting, and Dashboards
Figure 42.1: High-Level Technical Analysis
Figure 42.2: High-Level Technical Analysis
Figure 43.1: Administration and Provisioning
Figure 43.2: Administration and Provisioning
Figure 44.1: Security and Compliance Features
Figure 44.2: Security and Compliance Features
Figure 45.1: Data Center, Backup, Disaster Recovery (DR), and Business Continuity (BC)
Figure 45.2: Data Center, Backup, Disaster Recovery (DR), and Business Continuity (BC)
Figure 46.1: Implementation Analysis
Figure 46.2: Implementation Analysis
Figure 47.1: Service Level Agreements (SLAs)
Figure 47.2: Service Level Agreements (SLAs)
Figure 48: Customer Survey Rating Categories
Figure 49: Average Platform Features Satisfaction Ratings, by Category
Figure 50: Platform Reliability Satisfaction Ratings, by Customer
Figure 51: System Security Satisfaction Ratings, by Customer
Figure 52: Regulatory Compliance Satisfaction Ratings, by Customer
Figure 53: System Scalability Satisfaction Ratings, by Customer
Figure 54: Business Continuity/Disaster Recovery Satisfaction Ratings, by Customer
Figure 55: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
Figure 56: App Store or App Marketplace Satisfaction Ratings, by Customer
Figure 57: Average Product Features Satisfaction Ratings,by Category
Figure 58: Omnichannel Inbound Satisfaction Ratings, by Customer
Figure 59: Outbound and Campaign Management Capabilities Satisfaction Ratings, by Customer
Figure 60: System Administration/Provisioning and License Management Satisfaction Ratings, by Customer
Figure 61: Supervisor User Interface and Experience Satisfaction Ratings, by Customer
Figure 62: Agent Unified Desktop and Experience Satisfaction Ratings, by Customer
Figure 63: Agent Real-Time Guidance Satisfaction Ratings, by Customer
Figure 64: Customer-Facing Intelligent Virtual Agent (IVA) Self-Service Satisfaction Ratings, by Customer
Figure 65: Transcription Satisfaction Ratings, by Customer
Figure 66: Post-Interaction Summarization Satisfaction Ratings, by Customer
Figure 67: Artificial Intelligence Satisfaction Ratings, by Customer
Figure 68: WEM Capabilities Satisfaction Ratings, by Category
Figure 69: Interaction Analytics Satisfaction Ratings, by Customer
Figure 70: Analytics-Enabled Quality Management Satisfaction Ratings, by Customer
Figure 71: Workforce Management Satisfaction Ratings, by Customer
Figure 72: Knowledge Management Satisfaction Ratings, by Customer
Figure 73: Robotic Process Automation Satisfaction Ratings, by Customer
Figure 74: Average Vendor Satisfaction Ratings, by Category
Figure 75: Product Satisfaction Ratings, by Customer
Figure 76: Implementation Satisfaction Ratings, by Customer
Figure 77: Professional Services Satisfaction Ratings, by Customer
Figure 78: Training Satisfaction Ratings, by Customer
Figure 79: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 80: System Upgrades Satisfaction Ratings, by Customer
Figure 81: Innovation Satisfaction Ratings, by Customer
Figure 82: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 83: Communication Satisfaction Ratings, by Customer
Figure 84: Ease of Doing Business with Vendor Satisfaction Ratings, by Customer
Figure 85: Product Pricing Satisfaction Ratings, by Customer
Figure 86: Overall Vendor Satisfaction Ratings, by Customer
Figure 87: Channels Supported by the CCaaS Vendors
Figure 88: Top 3 - 5 Strengths of the CCaaS Solution
Figure 89: Improvements in the CCaaS Solution
Figure 90: Additional Comments about your Experience with the Vendor and/or Product.
Figure 91.1: Pricing Structure
Figure 91.2: Pricing Structure
Figure 92: Pricing for a 250-Seat CCaaS Solution
Figure 93: Incremental Pricing for WFM, IA, AQM, and Surveying

REPORT SUMMARY

The future of contact center technology is in the cloud and contact center as a service (CCaaS) vendors are leading the way. Like everywhere else, artificial intelligence (AI), including generative AI, is speeding up innovation and adoption in the CCaaS market and is already delivering quantifiable benefits that increase productivity, improve self-service capabilities, and enhance the customer and employee experience (CX/EX).

The CCaaS market continues to thrive despite the somewhat challenging macro-economic conditions. Rapid growth is being driven by the recent adoption of cloud holdouts, including large financial services institutions; ongoing seat expansions from many existing customers; a strong replacement cycle of earlier-generation CCaaS solutions; and increased deployments outside North America.

The “2023-2024 Contact Center as a Service Product and Market Report” analyzes 7 leading and contending vendors: Cisco, Five9, LiveVox, NICE, Odigo, Puzzel, and UJET. (On October 4, 2023, NICE announced their intention to acquire LiveVox.) Call Center Studio, an emerging vendor and new participant, is covered at a higher level. Contact center, IT, and enterprise leaders can use this report to identify the right platform, functionality, and partner to meet their organization's current and future CCaaS needs.

Key findings:

CCaaS vendors are rapidly adopting AI and incorporating it throughout their solutions to enhance their capabilities and assist customers and agents

Sales and technology partnerships have been key to the CCaaS market's success, a trend DMG expects to gain momentum, as sales partnerships are greatly expanding the domestic and international reach of CCaaS vendors. Additionally, incorporating third-party systems and applications, particularly AI, has proven to be a highly effective method of quickly bringing new capabilities to market

Enterprises are asking their CCaaS vendors for help in improving the CX and EX; the vendors are responding by delivering enhancements to improve both self-service and live agent interactions.

Leading CCaaS vendors are enhancing their communications platform as a service (CPaaS) capabilities, increasing the number of out-of-the-box integrations and making it easier to incorporate third-party applications into their platforms

DMG expects the CCaaS market to begin consolidating, making it more critical for enterprises to select well-funded vendors who are investing heavily in their future

The CCaaS market is expected to continue to grow rapidly during the next 3 to 5 years

Report includes:

Overview of the functional components of CCaaS solutions

Market and business trends and challenges driving enterprise investments and influencing product development

Market innovations, including a review of recently introduced functionality and what's planned on the product roadmap for the next 12 - 18 months

Examination of how AI and automation are being leveraged in the featured CCaaS platforms

Analytics- and AI-enabled applications that facilitate an intent-based, outcome-driven approach for elevating the CX

An insightful look at the real-time tools transforming the agent experience and improving quality and productivity while enhancing the CX

Review and assessment of the CCaaS competitive landscape

High-level functional and technical overview

Implementation analysis, including vendor implementation methodology and best practices, professional services, training and workshops, end-user and IT resources required to implement and maintain the solution, return on investment (ROI) time frame, and service level agreements (SLAs)

Customer satisfaction survey results that measure and rank the vendors across 7 platform features, 10 product features, 5 WEM applications, and 12 vendor categories

Vendor pricing structure and a breakdown of one-time and ongoing costs for a 250-seat voice-only, omnichannel, and digital-only solution, including incremental costs for workforce management (WFM), interaction analytics (IA), analytics-enabled quality management (AQM), and surveying

Detailed company reports analyzing the products, functionality, and near-term research and development (R&D) plans of the 8 CCaaS solution providers covered in this report

CCaaS Vendor Directory

VERDORS:

Full Participants:

Cisco
Five9
LiveVox
NICE
Odigo
Puzzel
UJET

Partial/New Participant:

Call Center Studio

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

3.1. Report Participation Criteria

4. Contact Center as a Service Functional Overview

4.1. Contact Center as a Service Functional Components
4.2. Omnichannel Capabilities
- 4.2.1. Digital-Only
- 4.2.2. Outbound
4.3. Workforce Engagement Management Functional Components

5. 2023 - 2024 CCaaS Market Trends and Challenges

5.1. CCaaS Market Trends
5.2. CCaaS Market Challenges

6. CCaaS Market Innovation

7. Generative AI, AI and Machine Learning

8. From Intent to Outcome: Essential Applications for Improving the CX 83

8.1. Intelligent Self-Service
8.2. Interaction Analytics
8.3. Transcription
8.4. Customer Journey Analytics

9. Transforming Agents into Customer Heroes

9.1. Real-Time Guidance
9.2. Virtual Assistants
9.3. Knowledge Management

10. Contact Center Applications that do the Heavy Lifting

10.1. Workforce Management
10.2. Analytics-Enabled Quality Management
10.3. Robotic Process Automation/AI-Driven Intelligent Business Automation
10.4. Contact Center Performance Management

11. CCaaS Competitive Landscape

11.1. Company Snapshot

12. High-Level CCaaS Functional Analysis

12.1. Omnichannel Routing and Queuing Engine
12.2. Customer Relationship Management
12.3. Recording
12.4. Agent Experience
12.5. Supervisor Experience
12.6. Business Intelligence, Reporting, and Dashboards

13. 13. High-Level Technical Analysis

13.1. Administration and Provisioning
13.2. Security and Compliance

14. 14. Implementation Analysis

14.1. Service Level Agreements

15. Contact Center as a Service Vendor Satisfaction Analysis

15.1. Summary of Survey Findings and Analysis: Platform Features
- 15.1.1. Platform Features Satisfaction, by Category and Customer
15.2. Summary of Survey Findings and Analysis: Product Features
- 15.2.1. Product Features Satisfaction, by Category and Customer
15.3. Summary of Survey Findings and Analysis: WEM Capabilities
- 15.3.1. WEM Capabilities Satisfaction, by Category and Customer
15.4. Summary of Survey Findings and Analysis: Vendor Categories
- 15.4.1. Vendor Satisfaction by Category and Customer
15.5. Customer Background and Insights
- 15.5.1. Channels Supported by the CCaaS Solution
- 15.5.2. Top 3 - 5 Strengths of the CCaaS Solution
- 15.5.3. Top CCaaS Improvements
- 15.5.4. Additional Comments

16. Pricing

16.1. Pricing Structure
16.2. Pricing for a 250-Seat Voice-Only, Omnichannel, and Digital-Only CCaaS Solution
16.3. Incremental Pricing for WFM, IA, AQM and Surveying

17. Company Reports

17.1. Call Center Studio
17.2. Cisco
17.3. Five9
17.4. LiveVox, Inc.
17.5. NICE
17.6. Odigo
17.7. Puzzel, Ltd.
17.8. UJET

CCaaS (Contact Center as a Service) 製品：2023-2024年

2023-2024 Contact Center as a Service Product and Market Report

目次

第1章 エグゼクティブサマリー

第2章 イントロダクション

第3章 DMG Consultingの調査手法

第4章 CCaaS (Contact Center as a Service)：機能概要

第5章 CCaaS市場の動向・課題

第6章 CCaaS市場のイノベーション

第7章 生成AI・AI・機械学習

第8章 意図から結果まで：CX改善のための必須アプリケーション

第9章 エージェントを顧客のヒーローに

第10章 重労働を行うコンタクトセンターアプリケーション

第11章 CCaaSの競合情勢

第12章 高レベルCCaaS機能分析

第13章 高レベル技術分析

第14章 実装分析

第15章 CCaaS ベンダーの満足度分析

第16章 価格設定

第17章 企業レポート

付録：CCaaSベンダーディレクトリ

Table of Figures

REPORT SUMMARY

Key findings:

Report includes:

VERDORS:

Full Participants:

Partial/New Participant:

Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

4. Contact Center as a Service Functional Overview

5. 2023 - 2024 CCaaS Market Trends and Challenges

6. CCaaS Market Innovation

7. Generative AI, AI and Machine Learning

8. From Intent to Outcome: Essential Applications for Improving the CX 83

9. Transforming Agents into Customer Heroes

10. Contact Center Applications that do the Heavy Lifting

11. CCaaS Competitive Landscape

12. High-Level CCaaS Functional Analysis

13. 13. High-Level Technical Analysis

14. 14. Implementation Analysis

15. Contact Center as a Service Vendor Satisfaction Analysis

16. Pricing

17. Company Reports

Appendix: Contact Center as a Service Vendor Directory

第1章エグゼクティブサマリー

第2章イントロダクション

第7章生成AI・AI・機械学習

第8章意図から結果まで：CX改善のための必須アプリケーション

第9章エージェントを顧客のヒーローに

第10章重労働を行うコンタクトセンターアプリケーション

第12章高レベルCCaaS機能分析

第13章高レベル技術分析

第14章実装分析

第16章価格設定

第17章企業レポート