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市場調査レポート
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1746678

日本のクラウドベースのコンタクトセンター市場レポート：コンポーネント、展開モード、組織規模、エンドユース産業、地域別、2025～2033年

Japan Cloud-Based Contact Center Market Report by Component, Deployment Mode, Organization Size, End Use Industry, and Region 2025-2033

出版日
発行
IMARC
ページ情報
英文 118 Pages
納期
5～7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=146.35円
日本のクラウドベースのコンタクトセンター市場レポート：コンポーネント、展開モード、組織規模、エンドユース産業、地域別、2025～2033年
出版日: 2025年06月02日
発行: IMARC
ページ情報: 英文 118 Pages
納期: 5～7営業日
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  • 概要
  • 目次
概要

日本のクラウドベースのコンタクトセンター市場規模は2024年に22億米ドルに達しました。今後、IMARC Groupは、同市場が2033年までに98億米ドルに達し、2025年から2033年にかけて16.6%の成長率（CAGR）を示すと予測しています。同市場は、モバイルバンキングアプリケーションの利用拡大、クラウドコンピューティングの受け入れ拡大、先進技術の導入など、いくつかの重要な要因によって推進されています。

本レポートで扱う主な質問

  • 日本のクラウドベースのコンタクトセンター市場はこれまでどのように推移し、今後どのように推移していくのか？
  • COVID-19が日本のクラウドベースのコンタクトセンター市場に与えた影響は？
  • 日本のクラウドベースのコンタクトセンター市場のコンポーネント別区分は？
  • 日本のクラウドベースのコンタクトセンター市場の展開モード別区分は？
  • 日本のクラウドベースのコンタクトセンター市場の組織規模別区分は？
  • 日本のクラウドベースのコンタクトセンター市場のエンドユース産業別区分は？
  • 日本のクラウドベースのコンタクトセンター市場のバリューチェーンにおける様々なステージとは？
  • 日本のクラウドベースのコンタクトセンター市場の主な促進要因と課題は何か？
  • 日本のクラウドベースのコンタクトセンター市場の構造と主要企業は？
  • 日本のクラウドベースのコンタクトセンター市場における競合の程度は？

目次

第1章 序文

第2章 調査範囲と調査手法

  • 調査の目的
  • ステークホルダー
  • データソース
  • 市場推定
  • 調査手法

第3章 エグゼクティブサマリー

第4章 日本のクラウドベースのコンタクトセンター市場-イントロダクション

  • 概要
  • 市場力学
  • 業界動向
  • 競合情報

第5章 日本のクラウドベースのコンタクトセンター市場情勢

  • 過去および現在の市場動向（2019～2024年）
  • 市場予測（2025～2033年）

第6章 日本のクラウドベースのコンタクトセンター市場- コンポーネント別の内訳

  • ソリューション
  • サービス

第7章 日本のクラウドベースのコンタクトセンター市場- 展開モード別の内訳

  • パブリッククラウド
  • プライベートクラウド
  • ハイブリッドクラウド

第8章 日本のクラウドベースのコンタクトセンター市場- 組織規模別の内訳

  • 中小企業
  • 大企業

第9章 日本のクラウドベースのコンタクトセンター市場- エンドユース産業別の内訳

  • BFSI
  • ITおよび通信
  • メディアとエンターテイメント
  • 小売り
  • 物流と輸送
  • ヘルスケア
  • その他

第10章 日本のクラウドベースのコンタクトセンター市場-競合情勢

  • 概要
  • 市場構造
  • 市場企業のポジショニング
  • 主要成功戦略
  • 競合ダッシュボード
  • 企業評価象限

第11章 主要企業のプロファイル

第12章 日本のクラウドベースのコンタクトセンター市場- 業界分析

  • 促進要因・抑制要因・機会
  • ポーターのファイブフォース分析
  • バリューチェーン分析

第13章 付録

目次
Product Code: SR112025A18537

Japan cloud-based contact center market size reached USD 2.2 Billion in 2024. Looking forward, IMARC Group expects the market to reach USD 9.8 Billion by 2033, exhibiting a growth rate (CAGR) of 16.6% during 2025-2033. The market is being propelled by several significant factors, including the growing utilization of mobile banking applications, increased acceptance of cloud computing, and the incorporation of advanced technologies.

A cloud-based contact center refers to a virtual customer service platform that offers a comprehensive array of tools for effectively managing customer interactions, both incoming and outgoing. Its purpose is to provide a seamless, personalized, and omnichannel customer experience across various communication channels, including but not limited to telephone, email, chat, and social media. This platform comes equipped with robust analytics and reporting capabilities, enabling businesses to gain valuable insights into customer behavior, agent performance, and other critical metrics. Typically, it finds applications in lead generation, the management of sales calls, and the support of marketing campaigns.

Japan Cloud-Based Contact Center Market Trends:

In the context of the Japanese market, cloud-based contact centers have found notable applications within the banking, financial services, and insurance (BFSI) sector. These centers are deployed to analyze customer data, transaction histories, and related information to detect and prevent fraudulent activities. This application, along with the increasing use of mobile banking apps, stands as a prominent driver fueling market growth on a global scale. Additionally, the rising adoption of cloud computing within small and medium-sized enterprises (SMEs) in Japan, driven by its advantages like robust scalability, cost-effectiveness, flexibility, and feature-rich offerings, is contributing positively to market expansion. Moreover, the integration of advanced technologies such as artificial intelligence (AI), natural language processing (NLP), machine learning (ML), predictive analytics, voice analytics, and the Internet of Things (IoT) within cloud-based contact centers is enhancing the efficiency and seamlessness of customer interactions. These technologies enable the analysis of customer data to provide valuable insights, forecast customer behavior, identify potential issues, enhance customer service, and optimize business processes. Furthermore, they offer the capability to analyze voice interactions between customers and agents, providing insights into customer sentiment and agent performance. As such, the increasing prevalence of chronic conditions is also catalyzing the regional market. Additionally, significant advancements in the country's information technology (IT) infrastructures are expected to contribute to a positive outlook for the market over the forecasted period.

Japan Cloud-Based Contact Center Market Segmentation:

Component Insights:

  • Solution
    • Automatic Call Distribution
    • Agent Performance Optimization
    • Dialers
    • Interactive Voice Response
    • Computer Telephony Integration
    • Analytics and Reporting
  • Service
    • Professional Services
    • Managed Services

Deployment Mode Insights:

  • Public Cloud
  • Private Cloud
  • Hybrid Cloud

Organization Size Insights:

  • Small and Medium-sized Enterprises
  • Large Enterprises

End Use Industry Insights:

  • BFSI
  • IT and Telecom
  • Media and Entertainment
  • Retail
  • Logistics and Transport
  • Healthcare
  • Others

Competitive Landscape:

The market research report has also provided a comprehensive analysis of the competitive landscape. Competitive analysis such as market structure, key 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.

Key Questions Answered in This Report:

  • How has the Japan cloud-based contact center market performed so far and how will it perform in the coming years?
  • What has been the impact of COVID-19 on the Japan cloud-based contact center market?
  • What is the breakup of the Japan cloud-based contact center market on the basis of component?
  • What is the breakup of the Japan cloud-based contact center market on the basis of deployment mode?
  • What is the breakup of the Japan cloud-based contact center market on the basis of organization size?
  • What is the breakup of the Japan cloud-based contact center market on the basis of end use industry?
  • What are the various stages in the value chain of the Japan cloud-based contact center market?
  • What are the key driving factors and challenges in the Japan cloud-based contact center?
  • What is the structure of the Japan cloud-based contact center market and who are the key players?
  • What is the degree of competition in the Japan cloud-based contact center market?

Table of Contents

1 Preface

2 Scope and Methodology

  • 2.1 Objectives of the Study
  • 2.2 Stakeholders
  • 2.3 Data Sources
    • 2.3.1 Primary Sources
    • 2.3.2 Secondary Sources
  • 2.4 Market Estimation
    • 2.4.1 Bottom-Up Approach
    • 2.4.2 Top-Down Approach
  • 2.5 Forecasting Methodology

3 Executive Summary

4 Japan Cloud-Based Contact Center Market - Introduction

  • 4.1 Overview
  • 4.2 Market Dynamics
  • 4.3 Industry Trends
  • 4.4 Competitive Intelligence

5 Japan Cloud-Based Contact Center Market Landscape

  • 5.1 Historical and Current Market Trends (2019-2024)
  • 5.2 Market Forecast (2025-2033)

6 Japan Cloud-Based Contact Center Market - Breakup by Component

  • 6.1 Solution
    • 6.1.1 Overview
    • 6.1.2 Historical and Current Market Trends (2019-2024)
    • 6.1.3 Market Segmentation
      • 6.1.3.1 Automatic Call Distribution
      • 6.1.3.2 Agent Performance Optimization
      • 6.1.3.3 Dialers
      • 6.1.3.4 Interactive Voice Response
      • 6.1.3.5 Computer Telephony Integration
      • 6.1.3.6 Analytics and Reporting
    • 6.1.4 Market Forecast (2025-2033)
  • 6.2 Service
    • 6.2.1 Overview
    • 6.2.2 Historical and Current Market Trends (2019-2024)
    • 6.2.3 Market Segmentation
      • 6.2.3.1 Professional Services
      • 6.2.3.2 Managed Services
    • 6.2.4 Market Forecast (2025-2033)

7 Japan Cloud-Based Contact Center Market - Breakup by Deployment Mode

  • 7.1 Public Cloud
    • 7.1.1 Overview
    • 7.1.2 Historical and Current Market Trends (2019-2024)
    • 7.1.3 Market Forecast (2025-2033)
  • 7.2 Private Cloud
    • 7.2.1 Overview
    • 7.2.2 Historical and Current Market Trends (2019-2024)
    • 7.2.3 Market Forecast (2025-2033)
  • 7.3 Hybrid Cloud
    • 7.3.1 Overview
    • 7.3.2 Historical and Current Market Trends (2019-2024)
    • 7.3.3 Market Forecast (2025-2033)

8 Japan Cloud-Based Contact Center Market - Breakup by Organization Size

  • 8.1 Small and Medium-sized Enterprises
    • 8.1.1 Overview
    • 8.1.2 Historical and Current Market Trends (2019-2024)
    • 8.1.3 Market Forecast (2025-2033)
  • 8.2 Large Enterprises
    • 8.2.1 Overview
    • 8.2.2 Historical and Current Market Trends (2019-2024)
    • 8.2.3 Market Forecast (2025-2033)

9 Japan Cloud-Based Contact Center Market - Breakup by End Use Industry

  • 9.1 BFSI
    • 9.1.1 Overview
    • 9.1.2 Historical and Current Market Trends (2019-2024)
    • 9.1.3 Market Forecast (2025-2033)
  • 9.2 IT and Telecom
    • 9.2.1 Overview
    • 9.2.2 Historical and Current Market Trends (2019-2024)
    • 9.2.3 Market Forecast (2025-2033)
  • 9.3 Media and Entertainment
    • 9.3.1 Overview
    • 9.3.2 Historical and Current Market Trends (2019-2024)
    • 9.3.3 Market Forecast (2025-2033)
  • 9.4 Retail
    • 9.4.1 Overview
    • 9.4.2 Historical and Current Market Trends (2019-2024)
    • 9.4.3 Market Forecast (2025-2033)
  • 9.5 Logistics and Transport
    • 9.5.1 Overview
    • 9.5.2 Historical and Current Market Trends (2019-2024)
    • 9.5.3 Market Forecast (2025-2033)
  • 9.6 Healthcare
    • 9.6.1 Overview
    • 9.6.2 Historical and Current Market Trends (2019-2024)
    • 9.6.3 Market Forecast (2025-2033)
  • 9.7 Others
    • 9.7.1 Historical and Current Market Trends (2019-2024)
    • 9.7.2 Market Forecast (2025-2033)

10 Japan Cloud-Based Contact Center Market - Competitive Landscape

  • 10.1 Overview
  • 10.2 Market Structure
  • 10.3 Market Player Positioning
  • 10.4 Top Winning Strategies
  • 10.5 Competitive Dashboard
  • 10.6 Company Evaluation Quadrant

11 Profiles of Key Players

  • 11.1 Company A
    • 11.1.1 Business Overview
    • 11.1.2 Services Offered
    • 11.1.3 Business Strategies
    • 11.1.4 SWOT Analysis
    • 11.1.5 Major News and Events
  • 11.2 Company B
    • 11.2.1 Business Overview
    • 11.2.2 Services Offered
    • 11.2.3 Business Strategies
    • 11.2.4 SWOT Analysis
    • 11.2.5 Major News and Events
  • 11.3 Company C
    • 11.3.1 Business Overview
    • 11.3.2 Services Offered
    • 11.3.3 Business Strategies
    • 11.3.4 SWOT Analysis
    • 11.3.5 Major News and Events
  • 11.4 Company D
    • 11.4.1 Business Overview
    • 11.4.2 Services Offered
    • 11.4.3 Business Strategies
    • 11.4.4 SWOT Analysis
    • 11.4.5 Major News and Events
  • 11.5 Company E
    • 11.5.1 Business Overview
    • 11.5.2 Services Offered
    • 11.5.3 Business Strategies
    • 11.5.4 SWOT Analysis
    • 11.5.5 Major News and Events

12 Japan Cloud-Based Contact Center Market - Industry Analysis

  • 12.1 Drivers, Restraints, and Opportunities
    • 12.1.1 Overview
    • 12.1.2 Drivers
    • 12.1.3 Restraints
    • 12.1.4 Opportunities
  • 12.2 Porters Five Forces Analysis
    • 12.2.1 Overview
    • 12.2.2 Bargaining Power of Buyers
    • 12.2.3 Bargaining Power of Suppliers
    • 12.2.4 Degree of Competition
    • 12.2.5 Threat of New Entrants
    • 12.2.6 Threat of Substitutes
  • 12.3 Value Chain Analysis

13 Appendix