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市場調査レポート
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1587435

コンタクトセンタートランスフォーメーション市場の市場規模、シェア、動向分析レポート：ソリューション別、サービス別、展開別、企業規模別、最終用途別、地域別、セグメント別予測、2025年～2030年

Contact Center Transformation Market Size, Share & Trends Analysis Report By Solution (Omnichannel Routing, Real Time Reporting & Analytics), By Service, By Deployment, By Enterprise Size, By End-use, By Region, And Segment Forecasts, 2025 - 2030

出版日
ページ情報
英文 100 Pages
納期
2～10営業日
カスタマイズ可能
価格
価格表記: USDを日本円(税抜)に換算
本日の銀行送金レート: 1USD=143.57円
コンタクトセンタートランスフォーメーション市場の市場規模、シェア、動向分析レポート：ソリューション別、サービス別、展開別、企業規模別、最終用途別、地域別、セグメント別予測、2025年～2030年
出版日: 2024年10月17日
発行: Grand View Research
ページ情報: 英文 100 Pages
納期: 2～10営業日
GIIご利用のメリット
  • 全表示
  • 概要
  • 図表
  • 目次
概要

コンタクトセンタートランスフォーメーション市場の成長と動向

Grand View Research, Inc.の最新レポートによると、世界のコンタクトセンタートランスフォーメーション市場規模は、2025～2030年にかけてCAGR 19.3％を記録し、2030年には614億8,000万米ドルに達すると推定されています。

コンタクトセンタートランスフォーメーションソリューションにより、エージェントはサービスコールを効果的に処理するだけでなく、製品のアップセルやクロスセルを効率的に行えるようになっています。企業はインテリジェントなコールルーティング技術を広く導入しており、この技術は顧客プロファイルとエージェントのスキルに基づいてコールの優先順位付けに役立っています。

ソーシャル・メディア・チャネルでビジネスブランドを監視する動向の高まりは、企業によるコンタクトセンタートランスフォーメーションソリューションの採用に拍車をかけると予想されます。また、企業はソーシャルメディア・チャネルで顧客をサポートするために業務を統合しています。企業が提供するこのソーシャルメディア・チャネルのサポートは、顧客の購買決定に役立っています。

コンタクトセンターが収集した情報から実用的な洞察を引き出す必要性が高まっています。コンタクトセンタートランスフォーメーションソリューションは、より良い顧客体験のために実用的な洞察を提供することで、企業の売上促進に貢献しています。さらに、これらのソリューションは、通話量の予測や、通話対応の熟練エージェントのスケジューリングにも役立っています。

COVID-19の流行は、デジタルに最適化されたコンタクトセンターの開発を促進し、それによって市場の成長機会を創出すると期待されています。コンタクトセンタートランスフォーメーションソリューションは、リアルタイムと過去のレポーティングやベンチマーキングツールにより、企業が洞察を行動に移すことを可能にします。さらに、これらのソリューションは、情報に基づいたタイムリーな意思決定を行うために、複数のリアルタイムと履歴レポートを活用しています。

コンタクトセンタートランスフォーメーション市場のレポートハイライト

  • マネージドサービスは、コンタクトセンターに対し、リソース提供、戦略的ビジネスパートナーシップ、エンド・ツー・エンドのカスタマー・エンゲージメントなど、幅広いサービスを記載しています。これらのサービスは、企業の顧客体験の向上に役立っており、それによってセグメントの成長が加速しています。
  • 数多くのエンドユーザー産業が、ホスト型またはクラウドベースのソリューションの採用に注力しているのは、導入の迅速化、柔軟性の向上、拡大性の向上など、さまざまなメリットがあるからです。
  • 中小企業セグメントは、最も急成長しているセグメントとして浮上する見込みです。中小企業ではクラウドベースのソリューションの採用が増加しており、さまざまなビジネスツールを統合して1つの効率的なプラットフォームを構築できるようになっています。その結果、中小企業の効率性と生産性の向上に大きく貢献しています。
  • 消費財・小売産業は、差別化されたユーザー体験を提供することで、顧客ニーズに対応する新たなビジネスモデルの導入に注力しています。消費財・小売産業のコンタクトセンターは、顧客に様々な便利なコミュニケーション手段を提供し、パーソナライズされたサービスを提供することで、同セグメントの需要に拍車をかけています。
  • 中小企業の増加とアジア太平洋の技術進歩は、同地域のコンタクトセンタートランスフォーメーション市場に成長機会をもたらすと期待されています。

目次

第1章 調査手法と範囲

第2章 エグゼクティブサマリー

第3章 コンタクトセンタートランスフォーメーション市場の変数、動向、範囲

  • 市場系統の展望
  • 市場力学
    • 市場促進要因分析
    • 市場抑制要因分析
    • 産業の課題
  • コンタクトセンタートランスフォーメーション市場分析ツール
    • 産業分析-ポーターのファイブフォース分析
    • PESTEL分析

第4章 コンタクトセンタートランスフォーメーション市場：ソリューション別、推定・動向分析

  • セグメントダッシュボード
  • コンタクトセンタートランスフォーメーション市場：ソリューション変動分析、100万米ドル、2024年と2030年
  • オムニチャネルルーティング
  • リアルタイムレポートと分析
  • ソーシャルメディア分析
  • ビジュアルネットワーク分析
  • 音声バイオメトリクス
  • 従業員エンゲージメント
  • その他

第5章 コンタクトセンタートランスフォーメーション市場：サービス別、推定・動向分析

  • セグメントダッシュボード
  • コンタクトセンタートランスフォーメーション市場：サービス変動分析、100万米ドル、2024年と2030年
  • インテグレーションとデプロイメント
  • サポートとメンテナンス
  • トレーニングとコンサルティング
  • マネージドサービス

第6章 コンタクトセンタートランスフォーメーション市場：展開別、推定・動向分析

  • セグメントダッシュボード
  • コンタクトセンタートランスフォーメーション市場：展開変動分析、100万米ドル、2024年と2030年
  • ホスト
  • オンプレミス

第7章 コンタクトセンタートランスフォーメーション市場： 企業規模別、推定・動向分析

  • セグメントダッシュボード
  • コンタクトセンタートランスフォーメーション市場：企業規模変動分析、100万米ドル、2024年と2030年
  • 大企業
  • 中小企業

第8章 コンタクトセンタートランスフォーメーション市場：最終用途別、推定・動向分析

  • セグメントダッシュボード
  • コンタクトセンタートランスフォーメーション市場：最終用途変動分析、100万米ドル、2024年と2030年
  • ITと通信
  • BFSI
  • 消費財・小売
  • 医療
  • 政府
  • 旅行・ホスピタリティ
  • その他

第9章 コンタクトセンタートランスフォーメーション市場：地域別、推定・動向分析

  • コンタクトセンタートランスフォーメーション市場シェア、地域別、2024年と2030年、100万米ドル
  • 北米
    • 米国
    • カナダ
    • メキシコ
  • 欧州
    • 英国
    • ドイツ
    • フランス
  • アジア太平洋
    • 中国
    • 日本
    • インド
    • 韓国
    • オーストラリア
  • ラテンアメリカ
    • ブラジル
  • 中東・アフリカ
    • アラブ首長国連邦
    • サウジアラビア
    • 南アフリカ

第10章 競合情勢

  • 企業分類
  • 企業の市場ポジショニング
  • 企業ヒートマップ分析
  • 企業プロファイル/上場企業
    • Aculab plc
    • AT&T Intellectual Property
    • Cisco Systems, Inc.
    • Five9, Inc.
    • Genesys
    • Metaswitch（Microsoft）
    • Mitel Networks Corp.
    • RingCentral, Inc.
    • SAP SE
    • Talkdesk
図表

List of Tables

  • Table 1 Global contact center transformation market, by region, 2018 - 2030 (USD Million)
  • Table 2 Global contact center transformation market, by solution, 2018 - 2030 (USD Million)
  • Table 3 Global contact center transformation market, by service, 2018 - 2030 (USD Million)
  • Table 4 Global contact center transformation market, by deployment, 2018 - 2030 (USD Million)
  • Table 5 Global contact center transformation market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 6 Global contact center transformation market, by end use, 2018 - 2030 (USD Million)
  • Table 7 North America contact center transformation market, by country, 2018 - 2030 (USD Million)
  • Table 8 North America contact center transformation market, by solution ,2018 - 2030 (USD Million)
  • Table 9 North America contact center transformation market, by service, 2018 - 2030 (USD Million)
  • Table 10 North America contact center transformation market, by deployment, 2018 - 2030 (USD Million)
  • Table 11 North America contact center transformation market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 12 North America contact center transformation market, by end use, 2018 - 2030 (USD Million)
  • Table 13 U.S. contact center transformation market, by solution, 2018 - 2030 (USD Million)
  • Table 14 U.S. contact center transformation market, by service, 2018 - 2030 (USD Million)
  • Table 15 U.S. contact center transformation market, by deployment, 2018 - 2030 (USD Million)
  • Table 16 U.S. contact center transformation market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 17 U.S. contact center transformation market, by end use, 2018 - 2030 (USD Million)
  • Table 18 Canada contact center transformation market, by solution, 2018 - 2030 (USD Million)
  • Table 19 Canada contact center transformation market, by service, 2018 - 2030 (USD Million)
  • Table 20 Canada contact center transformation market, by deployment, 2018 - 2030 (USD Million)
  • Table 21 Canada contact center transformation market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 22 Canada contact center transformation market, by end use, 2018 - 2030 (USD Million)
  • Table 23 Mexico contact center transformation market, by solution, 2018 - 2030 (USD Million)
  • Table 24 Mexico contact center transformation market, by service, 2018 - 2030 (USD Million)
  • Table 25 Mexico contact center transformation market, by deployment, 2018 - 2030 (USD Million)
  • Table 26 Mexico contact center transformation market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 27 Mexico contact center transformation market, by end use, 2018 - 2030 (USD Million)
  • Table 28 Europe contact center transformation market, by country, 2018 - 2030 (USD Million)
  • Table 29 Europe contact center transformation market, by solution, 2018 - 2030 (USD Million)
  • Table 30 Europe contact center transformation market, by service, 2018 - 2030 (USD Million)
  • Table 31 Europe contact center transformation market, by deployment, 2018 - 2030 (USD Million)
  • Table 32 Europe contact center transformation market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 33 Europe contact center transformation market, by end use, 2018 - 2030 (USD Million)
  • Table 34 U.K. contact center transformation market, by solution, 2018 - 2030 (USD Million)
  • Table 35 U.K. contact center transformation market, by service, 2018 - 2030 (USD Million)
  • Table 36 U.K. contact center transformation market, by deployment, 2018 - 2030 (USD Million)
  • Table 37 U.K. contact center transformation market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 38 U.K. contact center transformation market, by end use, 2018 - 2030 (USD Million)
  • Table 39 Germany contact center transformation market, by solution, 2018 - 2030 (USD Million)
  • Table 40 Germany contact center transformation market, by service, 2018 - 2030 (USD Million)
  • Table 41 Germany contact center transformation market, by deployment, 2018 - 2030 (USD Million)
  • Table 42 Germany contact center transformation market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 43 Germany Contact center transformation market, by end use, 2018 - 2030 (USD Million)
  • Table 44 France Contact center transformation market, by solution, 2018 - 2030 (USD Million)
  • Table 45 France contact center transformation market, by service, 2018 - 2030 (USD Million)
  • Table 46 France contact center transformation market, by deployment, 2018 - 2030 (USD Million)
  • Table 47 France contact center transformation market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 48 France contact center transformation market, by end use, 2018 - 2030 (USD Million)
  • Table 49 Asia Pacific contact center transformation market, by country, 2018 - 2030 (USD Million)
  • Table 50 Asia Pacific contact center transformation market, by solution, 2018 - 2030 (USD Million)
  • Table 51 Asia Pacific contact center transformation market, by service, 2018 - 2030 (USD Million)
  • Table 52 Asia Pacific contact center transformation market, by deployment, 2018 - 2030 (USD Million)
  • Table 53 Asia Pacific contact center transformation market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 54 Asia Pacific contact center transformation market, by end use, 2018 - 2030 (USD Million)
  • Table 55 China contact center transformation market, by solution, 2018 - 2030 (USD Million)
  • Table 56 China contact center transformation market, by service, 2018 - 2030 (USD Million)
  • Table 57 China contact center transformation market, by deployment, 2018 - 2030 (USD Million)
  • Table 58 China contact center transformation market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 59 China contact center transformation market, by end use, 2018 - 2030 (USD Million)
  • Table 60 India contact center transformation market, by solution, 2018 - 2030 (USD Million)
  • Table 61 India contact center transformation market, by service, 2018 - 2030 (USD Million)
  • Table 62 India contact center transformation market, by deployment, 2018 - 2030 (USD Million)
  • Table 63 India contact center transformation market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 64 India contact center transformation market, by end use, 2018 - 2030 (USD Million)
  • Table 65 Japan contact center transformation market, by solution, 2018 - 2030 (USD Million)
  • Table 66 Japan contact center transformation market, by service, 2018 - 2030 (USD Million)
  • Table 67 Japan contact center transformation market, by deployment, 2018 - 2030 (USD Million)
  • Table 68 Japan contact center transformation market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 69 Japan contact center transformation market, by end use, 2018 - 2030 (USD Million)
  • Table 70 South Korea contact center transformation market, by solution, 2018 - 2030 (USD Million)
  • Table 71 South Korea contact center transformation market, by service, 2018 - 2030 (USD Million)
  • Table 72 South Korea contact center transformation market, by deployment, 2018 - 2030 (USD Million)
  • Table 73 South Korea contact center transformation market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 74 South Korea contact center transformation market, by end use, 2018 - 2030 (USD Million)
  • Table 75 Australia contact center transformation market, by solution, 2018 - 2030 (USD Million)
  • Table 76 Australia contact center transformation market, by service, 2018 - 2030 (USD Million)
  • Table 77 Australia contact center transformation market, by deployment, 2018 - 2030 (USD Million)
  • Table 78 Australia contact center transformation market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 79 Australia contact center transformation market, by end use, 2018 - 2030 (USD Million)
  • Table 80 Latin America contact center transformation market, by country, 2018 - 2030 (USD Million)
  • Table 81 Latin America contact center transformation market, by solution, 2018 - 2030 (USD Million)
  • Table 82 Latin America contact center transformation market, by service, 2018 - 2030 (USD Million)
  • Table 83 Latin America contact center transformation market, by deployment, 2018 - 2030 (USD Million)
  • Table 84 Latin America contact center transformation market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 85 Latin America contact center transformation market, by end use, 2018 - 2030 (USD Million)
  • Table 86 Brazil contact center transformation market, by solution, 2018 - 2030 (USD Million)
  • Table 87 Brazil contact center transformation market, by service, 2018 - 2030 (USD Million)
  • Table 88 Brazil contact center transformation market, by deployment, 2018 - 2030 (USD Million)
  • Table 89 Brazil contact center transformation market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 90 Brazil contact center transformation market, by end use, 2018 - 2030 (USD Million)
  • Table 91 MEA contact center transformation market, by country, 2018 - 2030 (USD Million)
  • Table 92 MEA contact center transformation market, by solution, 2018 - 2030 (USD Million)
  • Table 93 MEA contact center transformation market, by service, 2018 - 2030 (USD Million)
  • Table 94 MEA contact center transformation market, by deployment, 2018 - 2030 (USD Million)
  • Table 95 MEA contact center transformation market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 96 MEA contact center transformation market, by end use, 2018 - 2030 (USD Million)
  • Table 97 UAE contact center transformation market, by solution, 2018 - 2030 (USD Million)
  • Table 98 UAE contact center transformation market, by service, 2018 - 2030 (USD Million)
  • Table 99 UAE contact center transformation market, by deployment, 2018 - 2030 (USD Million)
  • Table 100 UAE contact center transformation market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 101 UAE contact center transformation market, by end use, 2018 - 2030 (USD Million)
  • Table 102 Saudi Arabia contact center transformation market, by solution, 2018 - 2030 (USD Million)
  • Table 103 Saudi Arabia contact center transformation market, by service, 2018 - 2030 (USD Million)
  • Table 104 Saudi Arabia contact center transformation market, by deployment, 2018 - 2030 (USD Million)
  • Table 105 Saudi Arabia contact center transformation market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 106 Saudi Arabia contact center transformation market, by end use, 2018 - 2030 (USD Million)
  • Table 107 South Africa contact center transformation market, by solution, 2018 - 2030 (USD Million)
  • Table 108 South Africa contact center transformation market, by service, 2018 - 2030 (USD Million)
  • Table 109 South Africa contact center transformation market, by deployment, 2018 - 2030 (USD Million)
  • Table 110 South Africa contact center transformation market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 111 South Africa contact center transformation market, by end use, 2018 - 2030 (USD Million)

List of Figures

  • Fig. 1 Contact center transformation market segmentation
  • Fig. 2 Market research process
  • Fig. 3 Information procurement
  • Fig. 4 Primary research pattern
  • Fig. 5 Market research approaches
  • Fig. 6 Value chain-based sizing & forecasting
  • Fig. 7 Parent market analysis
  • Fig. 8 Market formulation & validation
  • Fig. 9 Contact center transformation market snapshot
  • Fig. 10 Contact center transformation market segment snapshot
  • Fig. 11 Contact center transformation market competitive landscape snapshot
  • Fig. 12 Market research process
  • Fig. 13 Market driver relevance analysis (Current & future impact)
  • Fig. 14 Market restraint relevance analysis (Current & future impact)
  • Fig. 15 Contact center transformation market: Solution outlook key takeaways (USD Million)
  • Fig. 16 Contact center transformation market: Solution movement analysis (USD Million), 2024 & 2030
  • Fig. 17 Omnichannel routing market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 18 Real time reporting & analytics market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 19 Social media analytics market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 20 Visual network analytics market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 21 Voice biometrics market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 22 Workforce engagement market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 23 Other solutions market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 24 Contact center transformation market: Service outlook key takeaways (USD Million)
  • Fig. 25 Contact center transformation market: Service movement analysis (USD Million), 2024 & 2030
  • Fig. 26 Integration & deployment market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 27 Support & maintenance market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 28 Training & consulting market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 29 Managed services market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 30 Contact center transformation market: Deployment outlook key takeaways (USD Million)
  • Fig. 31 Contact center transformation market: Deployment movement analysis (USD Million), 2024 & 2030
  • Fig. 32 Hosted market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 33 On-premise market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 34 Contact center transformation market: Enterprise size outlook key takeaways (USD Million)
  • Fig. 35 Contact center transformation market: Enterprise size movement analysis (USD Million), 2024 & 2030
  • Fig. 36 Large enterprises market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 37 Small & medium enterprises market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 38 Contact center transformation market: End use outlook key takeaways (USD Million)
  • Fig. 39 Contact center transformation market: End use movement analysis (USD Million), 2024 & 2030
  • Fig. 40 IT & telecom market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 41 BFSI market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 42 Consumer goods & retail market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 43 Healthcare market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 44 Government market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 45 Travel & hospitality market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 46 Others market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 47 Regional marketplace: Key takeaways
  • Fig. 48 Contact center transformation market: Regional outlook, 2024 & 2030, USD Million
  • Fig. 49 North America contact center transformation market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 50 U.S. contact center transformation market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 51 Canada contact center transformation market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 52 Mexico contact center transformation market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 53 Europe contact center transformation market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 54 U.K. contact center transformation market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 55 Germany contact center transformation market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 56 France contact center transformation market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 57 Asia Pacific contact center transformation market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 58 Japan contact center transformation market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 59 China contact center transformation market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 60 India contact center transformation market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 61 Australia contact center transformation market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 62 South Korea contact center transformation market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 63 Latin America contact center transformation market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 64 Brazil contact center transformation market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 65 MEA contact center transformation market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 66 Saudi Arabia contact center transformation market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 67 UAE contact center transformation market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 68 South Africa contact center transformation market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 69 Strategy framework
  • Fig. 70 Company Categorization
目次
Product Code: GVR-4-68038-491-8

Contact Center Transformation Market Growth & Trends:

The global contact center transformation market size is estimated to reach USD 61.48 billion by 2030, registering a CAGR of 19.3% from 2025 to 2030, according to a new report by Grand View Research, Inc. The contact center transformation solutions are allowing agents to efficiently up-sell and cross-sell products in addition to effectively handling a service call. Businesses are widely deploying intelligent call-routing technology as this technology is helping them in prioritizing calls based on the customer profile and agent skills.

Increasing trend of monitoring business brand on social media channels is expected to fuel the adoption of contact center transformation solutions by businesses. Also, businesses are integrating their operations to support customers over social media channels. This social media channel support offered by businesses is helping customers in their buying decisions.

There is an increasing need to drill out actionable insights from information collected by contact centers. Contact center transformation solutions are helping businesses in propelling sales by offering actionable insights for better customer experience. In addition, these solutions also help businesses in forecasting call volumes and scheduling call-handling skilled agents.

The COVID-19 pandemic is expected to fuel the development of digitally optimized contact center, thereby creating growth opportunities for the market. The contact center transformation solutions are allowing businesses turn insights into actions with real-time and historical reporting and benchmarking tools. Furthermore, these solutions leverage multiple real-time and historical reports to make informed and timely decisions.

Contact Center Transformation Market Report Highlights:

  • Managed services offer a wide range of services to contact centers, such as resource engagement, strategic business partnership, and end to end customer engagement. These services are helping business in enhancing their customer experience, thereby accelerating the segment growth
  • Numerous end-use industries are focusing on adopting hosted or cloud-based solutions owing to various benefits it offers, such as faster deployment, improved flexibility, and better scalability
  • The small and medium enterprises segment is expected to emerge as the fastest growing segment. Increasing adoption of cloud-based solutions by small & medium enterprises allow them to integrate their different business tools together to create one efficient platform. This, in turn, is significantly helping small and medium enterprises in improving efficiency and productivity
  • The consumer goods and retail industry is focusing on adopting new business models to address customer needs by offering differentiated user experience. The consumer goods and retail contact centers are offering customers with various convenient ways of communication and providing personalized services, thereby fueling the segment demand
  • The growing number of small and medium enterprises coupled with the technological advancements in Asia Pacific is expected to create growth opportunities for the contact center transformation market in the region.

Table of Contents

Chapter 1. Methodology and Scope

  • 1.1. Market Segmentation and Scope
  • 1.2. Research Methodology
    • 1.2.1. Information Procurement
  • 1.3. Information or Data Analysis
  • 1.4. Methodology
  • 1.5. Research Scope and Assumptions
  • 1.6. Market Formulation & Validation
  • 1.7. Country Based Segment Share Calculation
  • 1.8. List of Data Sources

Chapter 2. Executive Summary

  • 2.1. Market Outlook
  • 2.2. Segment Outlook
  • 2.3. Competitive Insights

Chapter 3. Contact Center Transformation Market Variables, Trends, & Scope

  • 3.1. Market Lineage Outlook
  • 3.2. Market Dynamics
    • 3.2.1. Market Driver Analysis
    • 3.2.2. Market Restraint Analysis
    • 3.2.3. Industry Challenge
  • 3.3. Contact Center Transformation Market Analysis Tools
    • 3.3.1. Industry Analysis - Porter's
      • 3.3.1.1. Bargaining power of the suppliers
      • 3.3.1.2. Bargaining power of the buyers
      • 3.3.1.3. Threats of substitution
      • 3.3.1.4. Threats from new entrants
      • 3.3.1.5. Competitive rivalry
    • 3.3.2. PESTEL Analysis
      • 3.3.2.1. Political landscape
      • 3.3.2.2. Economic and social landscape
      • 3.3.2.3. Technological landscape

Chapter 4. Contact Center Transformation Market: Solution Estimates & Trend Analysis

  • 4.1. Segment Dashboard
  • 4.2. Contact Center Transformation Market: Solution Movement Analysis, USD Million, 2024 & 2030
  • 4.3. Omnichannel Routing
    • 4.3.1. Omnichannel Routing Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 4.4. Real Time Reporting & Analytics
    • 4.4.1. Real Time Reporting & Analytics Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 4.5. Social Media Analytics
    • 4.5.1. Social Media Analytics Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 4.6. Visual Network Analytics
    • 4.6.1. Visual Network Analytics Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 4.7. Voice Biometrics
    • 4.7.1. Voice Biometrics Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 4.8. Workforce Engagement
    • 4.8.1. Workforce Engagement Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 4.9. Others
    • 4.9.1. Other Solutions Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 5. Contact Center Transformation Market: Service Estimates & Trend Analysis

  • 5.1. Segment Dashboard
  • 5.2. Contact Center Transformation Market: Service Movement Analysis, USD Million, 2024 & 2030
  • 5.3. Integration & Deployment
    • 5.3.1. Integration & Deployment Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 5.4. Support & Maintenance
    • 5.4.1. Support & Maintenance Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 5.5. Training & Consulting
    • 5.5.1. Training & Consulting Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 5.6. Managed Services
    • 5.6.1. Managed Services Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 6. Contact Center Transformation Market: Deployment Estimates & Trend Analysis

  • 6.1. Segment Dashboard
  • 6.2. Contact Center Transformation Market: Deployment Movement Analysis, USD Million, 2024 & 2030
  • 6.3. Hosted
    • 6.3.1. Hosted Deployment Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 6.4. On-premise
    • 6.4.1. On-premise Deployment Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 7. Contact Center Transformation Market: Enterprise Size Estimates & Trend Analysis

  • 7.1. Segment Dashboard
  • 7.2. Contact Center Transformation Market: Enterprise Size Movement Analysis, USD Million, 2024 & 2030
  • 7.3. Large Enterprise
    • 7.3.1. Large Enterprise Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 7.4. Small & Medium Enterprise
    • 7.4.1. Small & Medium Enterprise Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 8. Contact Center Transformation Market: End Use Estimates & Trend Analysis

  • 8.1. Segment Dashboard
  • 8.2. Contact Center Transformation Market: End Use Movement Analysis, USD Million, 2024 & 2030
  • 8.3. IT & Telecom
    • 8.3.1. IT & Telecom Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 8.4. BFSI
    • 8.4.1. BFSI Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 8.5. Consumer Goods & Retail
    • 8.5.1. Consumer Goods & Retail Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 8.6. Healthcare
    • 8.6.1. Healthcare Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 8.7. Government
    • 8.7.1. Government Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 8.8. Travel & Hospitality
    • 8.8.1. Travel & Hospitality Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 8.9. Others
    • 8.9.1. Others Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 9. Contact Center Transformation Market: Regional Estimates & Trend Analysis

  • 9.1. Contact Center Transformation Market Share, By Region, 2024 & 2030, USD Million
  • 9.2. North America
    • 9.2.1. North America Contact Center Transformation Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 9.2.2. U.S.
      • 9.2.2.1. U.S. Contact Center Transformation Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 9.2.3. Canada
      • 9.2.3.1. Canada Contact Center Transformation Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 9.2.4. Mexico
      • 9.2.4.1. Mexico Contact Center Transformation Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 9.3. Europe
    • 9.3.1. Europe Contact Center Transformation Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 9.3.2. U.K.
      • 9.3.2.1. U.K. Contact Center Transformation Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 9.3.3. Germany
      • 9.3.3.1. Germany Contact Center Transformation Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 9.3.4. France
      • 9.3.4.1. France Contact Center Transformation Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 9.4. Asia Pacific
    • 9.4.1. Asia Pacific Contact Center Transformation Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 9.4.2. China
      • 9.4.2.1. China Contact Center Transformation Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 9.4.3. Japan
      • 9.4.3.1. Japan Contact Center Transformation Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 9.4.4. India
      • 9.4.4.1. India Contact Center Transformation Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 9.4.5. South Korea
      • 9.4.5.1. South Korea Contact Center Transformation Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 9.4.6. Australia
      • 9.4.6.1. Australia Contact Center Transformation Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 9.5. Latin America
    • 9.5.1. Latin America Contact Center Transformation Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 9.5.2. Brazil
      • 9.5.2.1. Brazil Contact Center Transformation Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 9.6. Middle East and Africa
    • 9.6.1. Middle East and Africa Contact Center Transformation Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 9.6.2. UAE
      • 9.6.2.1. UAE Contact Center Transformation Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 9.6.3. Saudi Arabia
      • 9.6.3.1. Saudi Arabia Contact Center Transformation Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 9.6.4. South Africa
      • 9.6.4.1. South Africa Contact Center Transformation Market Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 10. Competitive Landscape

  • 10.1. Company Categorization
  • 10.2. Company Market Positioning
  • 10.3. Company Heat Map Analysis
  • 10.4. Company Profiles/Listing
    • 10.4.1. Aculab plc
      • 10.4.1.1. Participant's Overview
      • 10.4.1.2. Financial Performance
      • 10.4.1.3. Product Benchmarking
      • 10.4.1.4. Strategic Initiatives
    • 10.4.2. AT&T Intellectual Property
      • 10.4.2.1. Participant's Overview
      • 10.4.2.2. Financial Performance
      • 10.4.2.3. Product Benchmarking
      • 10.4.2.4. Strategic Initiatives
    • 10.4.3. Cisco Systems, Inc.
      • 10.4.3.1. Participant's Overview
      • 10.4.3.2. Financial Performance
      • 10.4.3.3. Product Benchmarking
      • 10.4.3.4. Strategic Initiatives
    • 10.4.4. Five9, Inc.
      • 10.4.4.1. Participant's Overview
      • 10.4.4.2. Financial Performance
      • 10.4.4.3. Product Benchmarking
      • 10.4.4.4. Strategic Initiatives
    • 10.4.5. Genesys
      • 10.4.5.1. Participant's Overview
      • 10.4.5.2. Financial Performance
      • 10.4.5.3. Product Benchmarking
      • 10.4.5.4. Strategic Initiatives
    • 10.4.6. Metaswitch (Microsoft)
      • 10.4.6.1. Participant's Overview
      • 10.4.6.2. Financial Performance
      • 10.4.6.3. Product Benchmarking
      • 10.4.6.4. Strategic Initiatives
    • 10.4.7. Mitel Networks Corp.
      • 10.4.7.1. Participant's Overview
      • 10.4.7.2. Financial Performance
      • 10.4.7.3. Product Benchmarking
      • 10.4.7.4. Strategic Initiatives
    • 10.4.8. RingCentral, Inc.
      • 10.4.8.1. Participant's Overview
      • 10.4.8.2. Financial Performance
      • 10.4.8.3. Product Benchmarking
      • 10.4.8.4. Strategic Initiatives
    • 10.4.9. SAP SE
      • 10.4.9.1. Participant's Overview
      • 10.4.9.2. Financial Performance
      • 10.4.9.3. Product Benchmarking
      • 10.4.9.4. Strategic Initiatives
    • 10.4.10. Talkdesk
      • 10.4.10.1. Participant's Overview
      • 10.4.10.2. Financial Performance
      • 10.4.10.3. Product Benchmarking
      • 10.4.10.4. Strategic Initiatives