市場調査レポート

商品コード

1566157

コンタクトセンターソフトウェアの市場規模、シェア、成長分析、コンポーネント別、展開形態別、組織規模別、業界別、地域別 - 産業予測、2024年～2031年

Contact Center Software Market Size, Share, Growth Analysis, By Component, By Deployment Mode, By Organization Size (Large Enterprises, Small and Medium-Sized Enterprises ), By Vertical, By Region - Industry Forecast 2024-2031

出版日: 2024年10月03日 | 発行: SkyQuest

| ページ情報: 英文 157 Pages | 納期: 3～5営業日

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概要
目次

概要

サンプル依頼リストに入れる

コンタクトセンターソフトウェアの世界市場規模は、2022年に330億1,000万米ドルとなり、2023年の419億3,000万米ドルから2031年には1,949億7,000万米ドルに成長し、予測期間中（2024年～2031年）のCAGRは21.18％で成長する見通しです。

米国のコンタクトセンターソフトウェア市場は、ヘルプデスク業務を大幅に強化する機械学習、人工知能、クラウドコンピューティング、予測分析などの新技術の統合によって、力強い成長が見込まれています。権利やサービスに対する消費者の意識が高まるにつれ、消費財、小売、ヘルスケア、BFSIを中心とするさまざまなセクターで顧客からの問い合わせが増加傾向にあります。企業はますます顧客サービスを優先するようになっており、顧客体験とサービス満足度を高めるためにコンタクトセンター・ソリューションへの投資が拡大しています。本分析では、NICE CXone、Genesys Cloud CX、3CX、Five9 Inc.など、サービス・インタラクションを変革しつつある市場の主なプレイヤーをハイライトしています。技術の進歩によりマルチチャネルのコミュニケーションが促進され、顧客は電話、ビデオ、電子メール、ソーシャルメディアを通じて企業と関わることができるようになりました。オムニチャネル・ソリューションは不可欠になりつつあります。例えば、キャピタル・ワンがアマゾン・コネクトを導入したことは、企業がクラウドベースのテクノロジーを活用して顧客とのやり取りを効率化していることを示しています。シームレスなサービス提供を通じて顧客ロイヤリティを醸成する競合が激化する中、洗練されたコンタクトセンターソフトウェアに対する需要は着実に成長し、今後の予測期間においても持続可能なCAGRを維持すると予測されます。進化する情勢は、企業が高まる顧客の期待に応えようと努力する中で、コンタクトセンターソリューションの将来が有望であることを示しています。

市場概要
ソリューション
- オムニチャネルルーティング
- デジタルチャンネル
- インテリジェントルーティング
- 対話型音声応答（IVR）
- 自動着信分配装置（ACD）
- ダイヤラー
- 仮想エージェント
- 従業員エンゲージメント管理
- 労働力の最適化
- 通話録音と品質管理
- ゲーミフィケーション
- レポートと分析
- 履歴レポートとカスタマイズレポート
- 音声とテキストの分析
- リアルタイム分析とダッシュボード
- 顧客エンゲージメント管理
- IVRと高度なチャット
- セルフサービス自動化
- 顧客調査
- その他のソリューション
サービス
- コンサルティング
- 実装と統合
- トレーニング、サポート、メンテナンス

コンタクトセンターソフトウェア市場：展開モード別

市場概要
オンプレミス
クラウド

コンタクトセンターソフトウェア市場：組織規模別

市場概要
大企業
中小企業

コンタクトセンターソフトウェア市場：業界別

市場概要
BFSI
通信
ヘルスケアとライフサイエンス
ITとITES
製造業
小売・消費財
政府および公共部門
エネルギー・公益事業
その他の業種

コンタクトセンターソフトウェア市場規模：地域別

市場概要
北米
- 米国
- カナダ
欧州
- ドイツ
- スペイン
- フランス
- 英国
- イタリア
- その他欧州地域
アジア太平洋地域
- 中国
- インド
- 日本
- 韓国
- その他アジア太平洋地域
ラテンアメリカ
- ブラジル
- その他ラテンアメリカ地域
中東・アフリカ（MEA）
- GCC諸国
- 南アフリカ
- その他中東・アフリカ地域

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（2023年）
主な市場企業が採用した戦略
市場における最近の活動
主要企業の市場シェア（2023年）

主要企業プロファイル

Genesys
Nice
IBM
AWS
Five9
Twilio
Transsion
Cisco
BT Group
Verizon
Avaya
Ericsson
8X8
Talkdesk
Alcatel-Lucent Enterprise
Sinch
Oracle
Ringcentral
Content Guru
Alvaria
Enghouse Systems Ltd.
3Clogic Inc
Ameyo
NEC Corporation
Vocalcom
Evolve IP
UJET
Amtelco
Avoxi
VCC Live
Glia Technologies
Bright Pattern
Computertalk
C-Zentrix

Product Code: SQMIG45A2061

Global Contact Center Software Market size was valued at USD 33.01 billion in 2022 and is poised to grow from USD 41.93 billion in 2023 to USD 194.97 billion by 2031, growing at a CAGR of 21.18% during the forecast period (2024-2031).

The US Contact Center Software Market is set for robust growth, driven by the integration of emerging technologies such as machine learning, artificial intelligence, cloud computing, and predictive analytics, which significantly enhance help desk operations. As consumer awareness concerning rights and services rises, customer inquiries across various sectors-particularly consumer goods, retail, healthcare, and BFSI-are on the upswing. Companies are increasingly prioritizing customer service, leading to greater investment in contact center solutions to elevate customer experience and service satisfaction. This analysis highlights key players in the market, including NICE CXone, Genesys Cloud CX, 3CX, and Five9 Inc., whose offerings are transforming service interactions. Technological advancements have facilitated multi-channel communication, allowing customers to engage with businesses via phone, video, email, and social media. Omni-channel solutions are becoming essential; for example, Capital One's implementation of Amazon Connect showcases how businesses are leveraging cloud-based technologies to streamline client interactions. With intensifying competition to foster customer loyalty through seamless service delivery, the demand for sophisticated contact center software is projected to grow steadily, ensuring a sustainable compound annual growth rate (CAGR) in the upcoming forecast period. The evolving landscape indicates a promising future for contact center solutions as organizations strive to meet the growing expectations of their clients.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global Contact Center Software 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 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.

Global Contact Center Software Market Segmental Analysis

Global Contact Center Software Market is segmented by Component, Deployment Mode, Organization Size, Vertical, and Region. Based on Component, the market is segmented into Solutions (Omnichannel Routing, Digital Channels, Intelligent Routing, Interactive Voice Response (IVR), Automatic Call Distributors (ACD), Dialers, Virtual Agents), Workforce Engagement Management (Workforce Optimization, Call Recording and Quality Management, Gamification), Reporting and Analytics (Historical and Customized Reports, Speech and Text Analytics, Real-Time Analytics and Dashboard), Customer Engagement Management (IVR and Advanced Chat, Self-Service Automation, Customer Surveys), Other Solutions), Services (Consulting, Implementation & Integration, Training, Support & Maintenance). Based on Deployment Mode, the market is segmented into On-Premises, Cloud. Based on Organization Size, the market is segmented into Large Enterprises, Small and Medium-Sized Enterprises (SMEs). Based on Vertical, the market is segmented into BFSI, Telecommunications, Healthcare & Life Sciences, IT & ITES, Manufacturing, Retail & Consumer Goods, Government & Public Sector, Energy & Utilities, Other Verticals. Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & Africa.

Driver of the Global Contact Center Software Market

The rising demand for automating customer care services is a pivotal driver of the Global Contact Center Software market. As businesses prioritize building and maintaining robust customer relationships, contact center executives are increasingly leveraging automation tools to enhance efficiency and effectiveness. This shift enables companies to allocate less time to routine inquiries and more time to addressing intricate problems, thereby fostering brand loyalty and encouraging customer retention. By streamlining processes and optimizing human resources, organizations are not only improving their service delivery but also enhancing their ability to attract new customers, ultimately fueling growth in the contact center software sector.

Restraints in the Global Contact Center Software Market

The Global Contact Center Software market faces significant restraints due to low First Call Resolution (FCR) rates and high Average Speed of Answer (ASA) metrics, which negatively impact customer and agent satisfaction. These inefficiencies lead to elevated abandonment rates and prolonged handle times, further escalating operational costs for contact centers. Despite concerted efforts from software providers to enhance responsiveness and resolve client inquiries efficiently, the persistent gap between attended calls and questions resolved on the first attempt remains a critical issue. The struggle to meet key performance indicators (KPIs) undermines overall service quality and can deter investment in advanced contact center solutions.

Market Trends of the Global Contact Center Software Market

The Global Contact Center Software market is witnessing a significant transformation driven by the retail sector's shift to omnichannel strategies, largely influenced by the rise of e-commerce. With over 70% of consumers open to online purchases and an increasing preference for seamless, integrated shopping experiences, contact centers are evolving from traditional, single-channel operations to sophisticated, omnichannel support systems. This trend presents lucrative opportunities for contact center software providers to innovate and enhance customer interactions. Countries like the United Kingdom are poised for rapid growth in omnichannel sales, solidifying the contact center's role in delivering personalized service and fostering customer loyalty in a competitive market landscape.

Introduction

Objectives of the Study
Definitions
Market Scope

Research Methodology

Information Procurement
Secondary & Primary Data Sources
Market Size Estimation
Market Assumptions & Limitations

Executive Summary

Market Overview Outlook
Supply Demand Trend Analysis
Segmental Opportunity Analysis

Market Dynamics & Outlook

Market Dynamics
- Drivers
- Opportunities
- Restraints
- Challenges
Porters Analysis
- Competitive rivalry
- Threat of Substitute Products
- Bargaining Power of Buyers
- Threat of New Entrants
- Bargaining Power of Suppliers

Key Market Insights

Key Success Factor
Degree of Competition
Top Investment Pockets
Ecosystem of the Market
Case Study Analysis
Supply Chain Analysis
Technology Analysis
Pricing Analysis
Patent Analysis
Regulatory Landscape
Customer & Buying Criteria Analysis

Contact Center Software Market, By Component

Market Overview
Solutions
- Omnichannel Routing
- Digital Channels
- Intelligent Routing
- Interactive Voice Response (IVR)
- Automatic Call Distributors (ACD)
- Dialers
- Virtual Agents
- Workforce Engagement Management
- Workforce Optimization
- Call Recording And Quality Management
- Gamification
- Reporting And Analytics
- Historical And Customized Reports
- Speech And Text Analytics
- Real-Time Analytics And Dashboard
- Customer Engagement Management
- IVR And Advanced Chat
- Self-Service Automation
- Customer Surveys
- Other Solutions
Services
- Consulting
- Implementation & Integration
- Training, Support & Maintenance

Contact Center Software Market, By Deployment Mode

Market Overview
On-Premises
Cloud

Contact Center Software Market, By Organization Size

Market Overview
Large Enterprises
Small And Medium-Sized Enterprises (SMEs)

Contact Center Software Market, By Vertical

Market Overview
BFSI
Telecommunications
Healthcare & Life Sciences
IT & ITES
Manufacturing
Retail & Consumer Goods
Government & Public Sector
Energy & Utilities
Other Verticals

Contact Center Software Market Size by Region

Market Overview
North America
- USA
- Canada
Europe
- Germany
- Spain
- France
- UK
- Italy
- 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, 2023
Strategies Adopted by Key Market Players
Recent Activities in the Market
Key Companies Market Share (%), 2023

Key Company Profiles

Genesys
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Nice
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
IBM
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
AWS
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Five9
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Twilio
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Transsion
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Cisco
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
BT Group
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Verizon
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Avaya
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Ericsson
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
8X8
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Talkdesk
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Alcatel-Lucent Enterprise
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Sinch
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Oracle
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Ringcentral
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Content Guru
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Alvaria
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Enghouse Systems Ltd.
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
3Clogic Inc
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Ameyo
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
NEC Corporation
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Vocalcom
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Evolve IP
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
UJET
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Amtelco
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Avoxi
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
VCC Live
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Glia Technologies
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Bright Pattern
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Computertalk
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
C-Zentrix
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments