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市場調査レポート
商品コード
1285966
CCaaS（Contact Center as a Service）の世界市場の規模、シェア、成長分析：機能別、企業規模別、産業別 - 産業予測（2023年～2030年）Global Contact Center As A Service Market Size, Share, Growth Analysis, By Function(Interactive Voice Response, Multichannel), By Enterprise Size, By Industry - Industry Forecast 2023-2030 |
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| CCaaS（Contact Center as a Service）の世界市場の規模、シェア、成長分析：機能別、企業規模別、産業別 - 産業予測（2023年～2030年） |
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出版日: 2023年04月02日
発行: SkyQuest
ページ情報: 英文 157 Pages
納期: 3～5営業日
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- 全表示
- 概要
- 目次
世界のCCaaS（Contact Center as a Service）の市場規模は、2022年の44億3,000万米ドルから2030年までに171億2,000万米ドルに達し、予測期間（2023年～2030年）にCAGRで19.1%の成長が予測されています。
当レポートでは、世界のCCaaS（Contact Center as a Service）市場について調査分析し、市場力学と見通し、セグメント分析、企業プロファイルなどを提供しています。
目次
エグゼクティブサマリー
調査手法
親市場の分析
主な市場の考察
- 技術分析
- 価格分析
- サプライチェーン分析
- バリューチェーン分析
- 市場のエコシステム
- IP分析
- 貿易分析
- スタートアップ分析
- 原材料の分析
- イノベーションマトリックス
- パイプライン製品の分析
- マクロ経済指標
- 主な投資の分析
- 主な成功要因
- 競合の程度
市場力学と見通し
- 市場力学
- 促進要因
- 機会
- 抑制要因
- 課題
- 規制情勢
- ポーターのファイブフォース分析
- 将来の混乱についての特別な考察
世界のCCaaS（Contact Center as a Service）市場：機能別
- 市場の概要
- 自動音声応答（IVR）
- マルチチャネル
- 自動着信呼分配
- コンピューターテレフォニー統合（CTI）
- レポート
- アナリティクス
- 労働力の最適化
- カスタマーコラボレーション
- その他
世界のCCaaS（Contact Center as a Service）市場：企業規模別
- 市場の概要
- 中小企業
- 大企業
世界のCCaaS（Contact Center as a Service）市場：産業別
- 市場の概要
- BFSI
- IT・通信
- 政府
- 医療
- 消費財・小売
- 旅行・ホスピタリティ
- メディア・エンターテインメント
- その他
世界のCCaaS（Contact Center as a Service）の市場規模：地域別
- 市場の概要
- 北米
- 米国
- カナダ
- 欧州
- ドイツ
- スペイン
- フランス
- 英国
- その他の欧州
- アジア太平洋
- 中国
- インド
- 日本
- 韓国
- その他のアジア太平洋
- ラテンアメリカ
- ブラジル
- その他のラテンアメリカ
- 中東・アフリカ
- GCC諸国
- 南アフリカ
- その他の中東・アフリカ
競合情勢
- 上位5社の比較
- 主要企業の市場ポジショニング（2021年）
- 主な市場企業が採用した戦略
- 主な成功戦略
- 市場における最近の活動
- 主要企業の市場シェア（2021年）
主要企業プロファイル
- Genesys (US)
- Avaya (US)
- Five9 (US)
- Talkdesk (US)
- NICE inContact
- Cisco Systems
- Amazon Web Services (AWS)
- Twilio
- Vonage
- RingCentral
- 8x8
- Zendesk
- Mitel Networks Corporation
- Alcatel-Lucent Enterprise
- Serenova
- Aspect Software
- Unify
- Connect First
- Sharpen Technologies
- LivePerson
Global Contact Center As A Service (CCaaS) Market size was valued at USD 3.71 billion in 2021 and is poised to grow from USD 4.43 billion in 2022 to USD 17.12 billion by 2030, growing at a CAGR of 19.1% in the forecast period (2023-2030).
The global Contact Center as a Service (CCaaS) market refers to the industry that provides cloud-based contact center solutions to organizations. CCaaS enables businesses to outsource their contact center infrastructure and operations to a third-party service provider. It offers a range of features and functionalities, including inbound and outbound call management, interactive voice response (IVR), omnichannel support, workforce management, and analytics. CCaaS solutions are scalable, flexible, and accessible from anywhere, providing organizations with cost-effective and efficient customer service capabilities.
Top-down and bottom-up approaches were used to estimate and validate the size of the Global Contact Center As A Service (CCaaS) Market and to estimate the size of various other dependent submarkets. The research methodology used to estimate the market size includes the following details: The key players in the market were identified through secondary research, and their market shares in the respective regions were determined through primary and secondary research. This entire procedure includes the study of the annual and financial reports of the top market players and extensive interviews for key insights from industry leaders such as CEOs, VPs, directors, and marketing executives. All percentage shares split, and breakdowns were determined by using secondary sources and verified through Primary sources. All possible parameters that affect the markets covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.
Segments covered in this report:
The Global Contact Center as a Service (CCaaS) Market is segmented based on Function, Enterprise Size, Industry, and Region. Based on Function Contact Center As A Service Market is categorized into Interactive Voice Response (IVR), Multichannel, Automatic Call Distribution, Computer Telephony Integration (CTI), Reporting and Analytics, Workforce Optimization, Customer Collaboration, and Others, Based on Enterprise Size Contact Center As A Service Market is categorized into Small & Medium Enterprises and Large Enterprises, Based on Industry Contact Center As A Service Market is categorized into BFSI, IT & Telecommunications, Government, Healthcare, Consumer Goods & Retail, Travel & Hospitality, Media & Entertainment, and Others. Based on the region Contact Center As A Service Market is categorized into North America, Europe, Asia-Pacific, South America, and MEA.
Driver
CCaaS eliminates the need for significant upfront investments in hardware, infrastructure, and maintenance. By leveraging cloud-based solutions, organizations can reduce IT infrastructure costs and scale their contact center operations based on demand. The pay-as-you-go model of CCaaS allows businesses to align costs with actual usage. The rise of remote and distributed workforces has accelerated the adoption of CCaaS solutions. These solutions enable agents to work from anywhere with an internet connection, ensuring business continuity and flexibility in operations. CCaaS offers remote management capabilities, real-time monitoring, and collaborative tools to support a dispersed workforce.
Restraint
Contact centers handle sensitive customer data, making data security and privacy crucial considerations. Organizations may have concerns about data protection when transitioning to cloud-based CCaaS solutions. Ensuring compliance with data protection regulations and implementing robust security measures are essential for successful CCaaS implementation.
Market Trends
CCaaS solutions are evolving to provide seamless omnichannel customer engagement across multiple communication channels, including voice, email, chat, social media, and SMS. Integration with customer service platforms and unified communication tools enables a consistent customer experience and efficient agent workflows. AI-powered capabilities, such as natural language processing (NLP), chatbots, and virtual assistants, are increasingly integrated into CCaaS solutions. These technologies automate routine interactions, provide self-service options, and assist agents with real-time information, enhancing efficiency and improving customer satisfaction.
Table of Contents
Executive Summary
- Market Overview
- Wheel of Fortune
- Research Methodology
- Information Procurement
- Secondary & Primary Data Sources
- Market Size Estimation
- Market Assumptions & Limitations
Parent Market Analysis
- Market Overview
- Market Size
- Market Dynamics
- Drivers
- Opportunities
- Restraints
- Challenges
- Key Market Insights
- Technology Analysis
- Pricing Analysis
- Supply Chain Analysis
- Value Chain Analysis
- Ecosystem of the Market
- IP Analysis
- Trade Analysis
- Startup Analysis
- Raw Material Analysis
- Innovation Matrix
- Pipeline Product Analysis
- Macroeconomic Indicators
- Top Investment Analysis
- Key Success Factor
- Degree of Competition
- Market Dynamics & Outlook
- Market Dynamics
- Drivers
- Opportunities
- Restraints
- Challenges
- Regulatory Landscape
- Porters Analysis
- Competitive rivalry
- Threat of Substitute Products
- Bargaining Power of Buyers
- Threat of New Entrants
- Bargaining Power of Suppliers
- Skyquest Special Insights on Future Disruptions
- Political Impact
- Economic Impact
- Social Impact
- Technical Impact
- Environmental Impact
- Legal Impact
- Global Contact Center As A Service (CCaaS) Market by Function
- Market Overview
- Interactive Voice Response (IVR)
- Multichannel
- Automatic Call Distribution
- Computer Telephony Integration (CTI)
- Reporting
- Analytics
- Workforce Optimization
- Customer Collaboration
- Others
- Global Contact Center As A Service (CCaaS) Market by Enterprise Size
- Market Overview
- Small & Medium Enterprises
- Large Enterprises
- Global Contact Center As A Service (CCaaS) Market by Industry
- Market Overview
- BFSI
- IT & Telecommunications
- Government
- Healthcare
- Consumer Goods & Retail
- Travel & Hospitality
- Media & Entertainment
- Others
- Global Contact Center As A Service (CCaaS) Market Size by Region
- Market Overview
- North America
- USA
- Canada
- Europe
- Germany
- Spain
- France
- UK
- Rest of Europe
- Asia Pacific
- China
- India
- Japan
- South Korea
- Rest of Asia-Pacific
- Latin America
- Brazil
- Rest of Latin America
- Middle East & Africa (MEA)
- GCC Countries
- South Africa
- Rest of MEA
- Competitive Landscape
- Top 5 Player Comparison
- Market Positioning of Key Players, 2021
- Strategies Adopted by Key Market Players
- Top Winning Strategies
- By Development
- By Company
- By Year
- Recent Activities in the Market
- Key Companies Market Share (%), 2021
- Key Company Profiles
- Genesys (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Avaya (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Five9 (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Talkdesk (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- NICE inContact
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Cisco Systems
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Amazon Web Services (AWS)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Twilio
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Vonage
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- RingCentral
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- 8x8
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Zendesk
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Mitel Networks Corporation
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Alcatel-Lucent Enterprise
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Serenova
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Aspect Software
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Unify
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Connect First
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Sharpen Technologies
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- LivePerson
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
