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市場調査レポート
商品コード
1746736

日本のコンタクトセンターソフトウェア市場レポート：コンポーネント、展開モード、企業規模、最終用途、地域別、2025年～2033年

Japan Contact Center Software Market Report by Component, Deployment Mode, Enterprise Size, End Use, and Region 2025-2033

出版日
発行
IMARC
ページ情報
英文 120 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=144.08円
日本のコンタクトセンターソフトウェア市場レポート：コンポーネント、展開モード、企業規模、最終用途、地域別、2025年～2033年
出版日: 2025年06月02日
発行: IMARC
ページ情報: 英文 120 Pages
納期: 5～7営業日
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  • 概要
  • 目次
概要

日本のコンタクトセンターソフトウェア市場規模は2024年に19億米ドルに達しました。今後、IMARC Groupは、同市場が2033年までに85億米ドルに達し、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、企業とのシームレスなインタラクションを求める消費者の増加、柔軟性の向上を提供するクラウドベースのソリューションの普及、全体的なユーザーエクスペリエンスの向上を目的とした先進技術の導入など、いくつかの重要な要因によって大きな成長を遂げています。

本レポートで扱う主な質問

  • 日本のコンタクトセンターソフトウェア市場はこれまでどのように推移し、今後どのように推移するのか？
  • COVID-19が日本のコンタクトセンターソフトウェア市場に与えた影響は？
  • 日本のコンタクトセンターソフトウェア市場のコンポーネント別内訳は？
  • 日本のコンタクトセンターソフトウェア市場の展開モード別内訳は？
  • 日本のコンタクトセンターソフトウェア市場の企業規模別内訳は？
  • 日本のコンタクトセンターソフトウェア市場のエンドユースベースの内訳は？
  • 日本のコンタクトセンターソフトウェア市場のバリューチェーンにおける各ステージとは？
  • 日本のコンタクトセンターソフトウェアの主要な促進要因と課題は何か？
  • 日本のコンタクトセンターソフトウェア市場の構造と主要プレーヤーは？
  • 日本のコンタクトセンターソフトウェア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 日本のコンタクトセンターソフトウェア市場-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 日本のコンタクトセンターソフトウェア市場情勢

  • 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 日本のコンタクトセンターソフトウェア市場- 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 日本のコンタクトセンターソフトウェア市場- 展開モード別の内訳

  • オンプレミス
  • クラウドベース

第8章 日本のコンタクトセンターソフトウェア市場- 企業規模別の内訳

  • 大企業
  • 中小企業

第9章 日本のコンタクトセンターソフトウェア市場- 最終用途別の内訳

  • BFSI
  • 消費財・小売
  • 政府
  • ヘルスケア
  • ITおよび通信
  • 旅行とホスピタリティ
  • その他

第10章 日本のコンタクトセンターソフトウェア市場- 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 日本のコンタクトセンターソフトウェア市場- 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: SR112025A18764

Japan contact center software market size reached USD 1.9 Billion in 2024. Looking forward, IMARC Group expects the market to reach USD 8.5 Billion by 2033, exhibiting a growth rate (CAGR) of 16.6% during 2025-2033. The market is witnessing significant growth due to several key factors, including the increasing desire among consumers for seamless interactions with businesses, the widespread adoption of cloud-based solutions that provide improved flexibility, and the incorporation of advanced technologies aimed at enhancing the overall user experience.

Contact center software is a technological solution created to optimize and elevate customer communication and support operations. It encompasses features like automated call routing, real-time monitoring, performance analytics, and customer relationship management (CRM) systems. This software functions as the central control center for overseeing both incoming and outgoing interactions across multiple communication channels, including telephone, email, chat, and social media. Its purpose is to enable businesses to effectively manage customer inquiries, address concerns, and offer personalized assistance. With its ability to enhance customer satisfaction, there is a growing demand for contact center software in Japan.

Japan Contact Center Software Market Trends:

In the context of the Japanese market, the current surge in the adoption of contact center software can be attributed to its flexibility, which enables organizations to easily scale their operations up or down as needed. This scalability is contributing significantly to market expansion. Furthermore, there is a growing demand for advanced solutions that effectively manage customer inquiries across various communication channels, including social media, chat, and email. This increased need is further driving the market's growth. Additionally, the rising adoption of contact center software is driven by its capacity to enhance agent productivity while reducing the necessity for physical infrastructure, thus bolstering market growth. Moreover, the heightened concern about data privacy and security among individuals in Japan is creating attractive growth prospects for investors within the industry. Furthermore, the market is benefiting from the growing necessity for solutions that enable companies to optimize their customer service operations and minimize response times. This need is actively supporting the overall expansion of the market. Similarly, organizations are increasingly seeking cloud-based contact center solutions that empower their agents to operate from remote locations. In addition to this, cloud-based solutions provide the required flexibility to sustain operations even during interruptions and guarantee seamless business continuity. This trend is expected to drive the market's expansion over the forecasted period.

Japan Contact Center Software Market Segmentation:

Component Insights:

  • Solution
    • Automatic Call Distribution (ACD)
    • Call Recording
    • Computer Telephony Integration (CTI)
    • Customer Collaboration
    • Dialer
    • Interactive Voice Responses (IVR)
    • Others
  • Services
    • Integration and Deployment
    • Support and Maintenance
    • Training and Consulting
    • Managed Services

Deployment Mode Insights:

  • On-premises
  • Cloud-based

Enterprise Size Insights:

  • Large Enterprises
  • Small and Medium-sized Enterprises

End Use Insights:

  • BFSI
  • Consumer Goods and Retail
  • Government
  • Healthcare
  • IT and Telecom
  • Travel and Hospitality
  • 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 contact center software market performed so far and how will it perform in the coming years?
  • What has been the impact of COVID-19 on the Japan contact center software market?
  • What is the breakup of the Japan contact center software market on the basis of component?
  • What is the breakup of the Japan contact center software market on the basis of deployment mode?
  • What is the breakup of the Japan contact center software market on the basis of enterprise size?
  • What is the breakup of the Japan contact center software market on the basis of end use?
  • What are the various stages in the value chain of the Japan contact center software market?
  • What are the key driving factors and challenges in the Japan contact center software?
  • What is the structure of the Japan contact center software market and who are the key players?
  • What is the degree of competition in the Japan contact center software 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 Contact Center Software Market - Introduction

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

5 Japan Contact Center Software Market Landscape

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

6 Japan Contact Center Software 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 (ACD)
      • 6.1.3.2 Call Recording
      • 6.1.3.3 Computer Telephony Integration (CTI)
      • 6.1.3.4 Customer Collaboration
      • 6.1.3.5 Dialer
      • 6.1.3.6 Interactive Voice Responses (IVR)
      • 6.1.3.7 Others
    • 6.1.4 Market Forecast (2025-2033)
  • 6.2 Services
    • 6.2.1 Overview
    • 6.2.2 Historical and Current Market Trends (2019-2024)
    • 6.2.3 Market Segmentation
      • 6.2.3.1 Integration and Deployment
      • 6.2.3.2 Support and Maintenance
      • 6.2.3.3 Training and Consulting
      • 6.2.3.4 Managed Services
    • 6.2.4 Market Forecast (2025-2033)

7 Japan Contact Center Software Market - Breakup by Deployment Mode

  • 7.1 On-premises
    • 7.1.1 Overview
    • 7.1.2 Historical and Current Market Trends (2019-2024)
    • 7.1.3 Market Forecast (2025-2033)
  • 7.2 Cloud-based
    • 7.2.1 Overview
    • 7.2.2 Historical and Current Market Trends (2019-2024)
    • 7.2.3 Market Forecast (2025-2033)

8 Japan Contact Center Software Market - Breakup by Enterprise Size

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

9 Japan Contact Center Software Market - Breakup by End Use

  • 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 Consumer Goods and Retail
    • 9.2.1 Overview
    • 9.2.2 Historical and Current Market Trends (2019-2024)
    • 9.2.3 Market Forecast (2025-2033)
  • 9.3 Government
    • 9.3.1 Overview
    • 9.3.2 Historical and Current Market Trends (2019-2024)
    • 9.3.3 Market Forecast (2025-2033)
  • 9.4 Healthcare
    • 9.4.1 Overview
    • 9.4.2 Historical and Current Market Trends (2019-2024)
    • 9.4.3 Market Forecast (2025-2033)
  • 9.5 IT and Telecom
    • 9.5.1 Overview
    • 9.5.2 Historical and Current Market Trends (2019-2024)
    • 9.5.3 Market Forecast (2025-2033)
  • 9.6 Travel and Hospitality
    • 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 Contact Center Software 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 Contact Center Software 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