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クラウドベースのコンタクトセンター市場:世界の産業動向、シェア、規模、成長機会、2023-2028年予測Cloud-based Contact Center Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2023-2028 |
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クラウドベースのコンタクトセンター市場:世界の産業動向、シェア、規模、成長機会、2023-2028年予測 |
出版日: 2023年05月29日
発行: IMARC
ページ情報: 英文 143 Pages
納期: 2~3営業日
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世界のクラウドベースのコンタクトセンターの市場規模は、2022年に222億米ドルに達しました。今後、IMARC Groupは、2023年から2028年の間に22.5%の成長率(CAGR)を示し、2028年までに777億米ドルに達すると予測しています。Mバンキングアプリの利用拡大、クラウドコンピューティングの導入拡大、先進技術の統合などが、市場を牽引する主な要因のひとつです。
クラウドベースのコンタクトセンターは、インバウンドおよびアウトバウンドの顧客とのやり取りを管理するための包括的なツールセットを提供する仮想顧客サービスプラットフォームです。電話、電子メール、チャット、ソーシャルメディアなど、複数のコミュニケーションチャネルにおいて、シームレスでパーソナライズされたオムニチャネルの顧客体験を提供するように設計されています。また、強固な分析・レポート機能により、顧客行動、エージェントのパフォーマンス、その他の主要な指標に関する洞察を得ることができます。また、従来のオンプレミス型コンタクトセンターと比較して、ウェブベースの世界でのコミュニケーションに必要な複数のサービスやツールに簡単かつ迅速にアクセスすることが可能です。一般的には、リードの生成、セールスコールの管理、マーケティングキャンペーンのサポートに使用されます。
クラウドベースのコンタクトセンターは、銀行、金融サービス、保険(BFSI)分野で、顧客データ、取引履歴、その他の情報を分析して不正行為を検知・防止するために利用されています。これは、m-bankingアプリの利用の増加と相まって、世界中で市場成長を促進する主要な要因の1つとなっています。さらに、堅牢な拡張性、手頃な価格、柔軟性、機能など、数多くの利点があることから、中小企業におけるクラウドコンピューティングの採用が増加していることも、市場の成長を後押ししています。また、人工知能(AI)、自然言語処理(NLP)、機械学習(ML)、予測分析、音声分析、モノのインターネット(IoT)をクラウドベースのコンタクトセンターに統合し、シームレスで効率的な顧客体験を提供することが、市場の成長を後押ししています。これらの先進技術は、顧客データを分析し、顧客行動の予測、潜在的な問題の特定、顧客サービスの改善、ビジネスプロセスの最適化に使用される洞察を提供するのに役立ちます。また、顧客とエージェントの間の音声対話を分析し、消費者の感情やエージェントのパフォーマンスに関する洞察を提供します。このほか、クラウドベースのコンタクトセンターはヘルスケア分野でも採用されており、遠隔医療サービスのサポート、患者のバーチャル診察、医療従事者の遠隔監視などを可能にしています。また、ヘルスケアプロバイダーが患者の予約やリマインダーを管理し、予約漏れのリスクを軽減し、患者の転帰を改善するのにも役立っています。このような背景と、大衆の間で慢性疾患が急増していることが、市場の成長を強めています。さらに、情報技術(IT)インフラの大幅な改善も、市場に明るい展望をもたらしています。
The global cloud-based contact center market size reached US$ 22.2 Billion in 2022. Looking forward, IMARC Group expects the market to reach US$ 77.7 Billion by 2028, exhibiting a growth rate (CAGR) of 22.5% during 2023-2028. The increasing use of m-banking apps, rising adoption of cloud computing, and the integration of advanced technologies represent some of the key factors driving the market.
A cloud-based contact center is a virtual customer service platform that provides a comprehensive set of tools for managing inbound and outbound customer interactions. It is designed to deliver a seamless, personalized, and omnichannel customer experience in multiple communication channels., such as phone, email, chat, and social media. It offers robust analytics and reporting capabilities that enable businesses to gain insights into customer behavior, agent performance, and other key metrics. It also provides easy and quick access to multiple services and tools required to communicate in a web-based world as compared to traditional on-premises contact centers. It is generally used to generate leads, manage sales calls, and support marketing campaigns.
Cloud-based contact center finds application in the banking, financial services and insurance (BFSI) sector to detect and prevent fraud by analyzing customer data, transaction histories, and other information. This, coupled with the increasing use of m-banking apps, represents one of the major factors propelling the market growth around the world. Moreover, the rising adoption of cloud computing in small and medium-scale enterprises (SMEs) on account of its numerous advantages, such as robust scalability, affordability, flexibility, and features, is favoring the growth of the market. In addition, the integration of artificial intelligence (AI), natural language processing (NLP), machine learning (ML), predictive analytics, voice analytics, and the internet of things (IoT) in a cloud-based contact center to provide a seamless and efficient customer experience is bolstering the market growth. These advanced technologies help analyze customer data and deliver insights that are used to forecast customer behavior, identify potential issues, improve customer service, and optimize business processes. These advancements also analyze voice interactions between customers and agents to provide insights into consumer sentiment and agent performance. Apart from this, the cloud-based contact center is employed in the healthcare sector to support telemedicine services, enable patients to receive virtual consultations, and remote monitoring from healthcare providers. It also helps healthcare providers manage patient appointments and reminders, reduce the risk of missed appointments, and improve patient outcomes. This, along with the surging prevalence of chronic conditions among the masses, is strengthening the growth of the market. Furthermore, significant improvements in the information technology (IT) infrastructure is creating a positive outlook for the market.
IMARC Group provides an analysis of the key trends in each sub-segment of the global cloud-based contact center market report, along with forecasts at the global, regional and country level from 2023-2028. Our report has categorized the market based on component, deployment mode, organization size and end use industry.
Solution
Automatic Call Distribution
Agent Performance Optimization
Dialers
Interactive Voice Response
Computer Telephony Integration
Analytics and Reporting
Service
Professional Services
Managed Services
The report has provided a detailed breakup and analysis of the cloud-based contact center market based on the component. This includes solution (automatic call distribution, agent performance optimization, dialers, interactive voice response, computer telephony integration, and analytics and reporting) and service (professional and managed services). According to the report, solution (automatic call distribution, agent performance optimization, dialers, interactive voice response, computer telephony integration, and analytics and reporting) represented the largest segment.
Public Cloud
Private Cloud
Hybrid Cloud
A detailed breakup and analysis of the cloud-based contact center market based on the deployment mode has also been provided in the report. This includes public cloud, private cloud, and hybrid cloud. According to the report, public cloud accounted for the largest market share.
Small and Medium-sized Enterprises
Large Enterprises
The report has provided a detailed breakup and analysis of the cloud-based contact center market based on the organization size. This includes small and medium-sized enterprises and large enterprises. According to the report, large enterprises represented the largest segment.
BFSI
IT and Telecom
Media and Entertainment
Retail
Logistics and Transport
Healthcare
Others
A detailed breakup and analysis of the cloud-based contact center market based on the end use industry has also been provided in the report. This includes BFSI, IT and telecom, media and entertainment, retail, logistics and transport, healthcare, and others. According to the report, IT and telecom accounted for the largest market share.
North America
United States
Canada
Asia-Pacific
China
Japan
India
South Korea
Australia
Indonesia
Others
Europe
Germany
France
United Kingdom
Italy
Spain
Russia
Others
Latin America
Brazil
Mexico
Others
Middle East and Africa
The report has also provided a comprehensive analysis of all the major regional markets, which include North America (the United States and Canada); Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others); Europe (Germany, France, the United Kingdom, Italy, Spain, Russia, and others); Latin America (Brazil, Mexico, and others); and the Middle East and Africa. According to the report, North America was the largest market for cloud-based contact center. Some of the factors driving the North America cloud-based contact center market included the rising adoption of advanced communication technologies, expansion of IT sector, integration of advanced technologies, etc.
The report has also provided a comprehensive analysis of the competitive landscape in the global cloud-based contact center market. Competitive analysis such as market structure, market share by key players, player positioning, top winning strategies, competitive dashboard, and company evaluation quadrant has been covered in the report. Also, detailed profiles of all major companies have been provided. Some of the companies covered include 3CLogic, 8x8 Inc., Avaya Inc., Cisco Systems Inc., Content Guru Limited, Five9 Inc., Genesys, NICE Ltd., RingCentral Inc., Talkdesk, Twilio Inc., Vocalcom, Vonage, etc. Kindly note that this only represents a partial list of companies, and the complete list has been provided in the report.
Key Questions Answered in This Report
1. What was the size of the global cloud-based contact center market in 2022?
2. What is the expected growth rate of the global cloud-based contact center market during 2023-2028?
3. What are the key factors driving the global cloud-based contact center market?
4. What has been the impact of COVID-19 on the global cloud-based contact center market?
5. What is the breakup of the global cloud-based contact center market based on the component?
6. What is the breakup of the global cloud-based contact center market based on the deployment mode?
7. What is the breakup of the global cloud-based contact center market based on the organization size?
8. What is the breakup of the global cloud-based contact center market based on the end use industry?
9. What are the key regions in the global cloud-based contact center market?
10. Who are the key players/companies in the global cloud-based contact center market?