クラウドベースのコンタクトセンターの市場規模、シェア、成長分析、提供別、通信チャネル別、用途別、業界別、地域別 - 産業予測 2025～2032年

クラウドベースのコンタクトセンターの世界市場規模は、2023年に252億米ドルと評価され、2024年の308億米ドルから2032年には1,244億米ドルに成長し、予測期間（2025年～2032年）のCAGRは22.1％で成長する見通しです。

世界のクラウドベースのコンタクトセンター市場は、進行中のデジタルトランスフォーメーションとシームレスなマルチチャネル顧客エンゲージメントの需要に牽引され、拡大基調にあります。企業は、従来のオンプレミスソリューションから、運用の柔軟性を高めるスケーラブルで効率的なクラウドプラットフォームへの移行を進めています。AI、機械学習、自動化のような最先端技術の急速な統合は、パーソナライズされた顧客体験とモバイル中心のコミュニケーションのニーズに対応し、市場の成長を加速させています。主な市場促進要因には、設備投資の削減、展開の迅速化、ソフトウェア更新による継続的なイノベーションなどがあり、NICEによるLiveVoxの買収など最近の動向に代表されます。しかし、データセキュリティとコンプライアンスに関する課題、特に機密性の高い分野では、強力なサイバーセキュリティ対策と国際基準の遵守が必要です。全体として、この市場は、企業がAIとアナリティクスを通じて顧客満足と業務効率を優先するにつれて、継続的に拡大する態勢が整っています。

目次

イントロダクション

• 調査の目的
• 調査範囲
• 定義

調査手法

• 情報調達
• 二次と一次データの方法
• 市場規模予測
• 市場の前提条件と制限

エグゼクティブサマリー

• 世界市場の見通し
• 供給と需要の動向分析
• セグメント別機会分析

市場力学と見通し

• 市場概要
• 市場規模
• 市場力学
  • 促進要因と機会
  • 抑制要因と課題
• ポーターの分析

主な市場の考察

• 重要成功要因
• 競合の程度
• 主な投資機会
• 市場エコシステム
• 市場の魅力指数（2024年）
• PESTEL分析
• マクロ経済指標
• バリューチェーン分析
• 価格分析
• ケーススタディ
• 技術分析

クラウドベースのコンタクトセンター市場規模：提供別& CAGR（2025-2032）

• 市場概要
• タイプ
  • オムニチャネルルーティング
  • IVR
  • 自動着信分配（ACD）
  • 音声通話録音
  • ダイヤラー
  • 従業員エンゲージメント管理
  • レポートと分析
  • 顧客エンゲージメント管理
  • その他のソフトウェアの種類
• エンゲージメントタイプ
  • インバウンド
  • アウトバウンド
  • ブレンド
• 展開モード
  • 公共
  • プライベート
  • ハイブリッド
• サービス
  • プロフェッショナルサービス
  • コンサルティングとアドバイザリー
  • 統合と展開
  • サポートとメンテナンス
  • トレーニングと教育
  • マネージドサービス

クラウドベースのコンタクトセンター市場規模：通信チャネル別& CAGR（2025-2032）

• 市場概要
• 声
  • 電話
  • VOIP
  • 仮想電話システム
• デジタル
  • メール
  • ライブチャット
  • SMS
  • ソーシャルメディア
  • インスタントメッセージングサービス
  • ビデオチャット
  • ウェブフォーム
• セルフサービス
  • IVR
  • チャットボット
  • バーチャルアシスタント

クラウドベースのコンタクトセンター市場規模：用途別& CAGR（2025-2032）

• 市場概要
• マーケティングオートメーション
• ソーシャルメディア管理
• ヘルプデスク管理
• ビジネスインテリジェンス
• コラボレーションと生産性
• 顧客関係管理（CRM）
• その他の用途

クラウドベースのコンタクトセンター市場規模：業界別& CAGR（2025-2032）

• 市場概要
• BFSI
• 小売と消費財
• 通信
• 旅行とホスピタリティ
• ヘルスケアとライフサイエンス
• 運輸と物流
• ITとITES
• 政府と公共部門
• メディアとエンターテイメント
• その他の業界

クラウドベースのコンタクトセンター市場規模：地域別& CAGR（2025-2032）

• 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
  • GCC諸国
  • 南アフリカ
  • その他中東・アフリカ

競合情報

• 上位5社の比較
• 主要企業の市場ポジショニング（2024年）
• 主な市場企業が採用した戦略
• 最近の市場動向
• 企業の市場シェア分析（2024年）
• 主要企業の企業プロファイル
  • 企業の詳細
  • 製品ポートフォリオ分析
  • 企業のセグメント別シェア分析
  • 収益の前年比比較（2022-2024年）

主要企業プロファイル

• Nice（Israel）
• AWS（US）
• Five9（US）
• Talkdesk（US）
• Cisco（US）
• Avaya（US）
• Zoho（India）
• 8X8（US）
• Verizon（US）
• Alvaria（US）
• Twilio（US）
• RingCentral（US）
• Sprinklr（US）
• BT Group（UK）
• Content Guru（UK）
• 3Clogic（US）
• Pypestream（US）
• Techsee（Israel）
• Aircall（France）
• Sentient Machines（US）

結論と提言

Global Cloud Based Contact Center Market size was valued at USD 25.2 Billion in 2023 and is poised to grow from USD 30.8 Billion in 2024 to USD 124.4 Billion by 2032, growing at a CAGR of 22.1% during the forecast period (2025-2032).

The global cloud-based contact center market is on an upward trajectory, driven by ongoing digital transformation and the demand for seamless multichannel customer engagement. Companies are increasingly migrating from traditional on-premise solutions to scalable and efficient cloud platforms that offer enhanced operating flexibility. The rapid integration of cutting-edge technologies like AI, machine learning, and automation is accelerating market growth, addressing the need for personalized customer experiences and mobile-centric communication. Key market drivers include reduced capital expenditure, faster deployment, and continuous innovation through software updates, exemplified by recent developments such as NICE's acquisition of LiveVox. However, challenges around data security and compliance, particularly in sensitive sectors, necessitate strong cybersecurity measures and adherence to international standards. Overall, this market is poised for continued expansion as businesses prioritize customer satisfaction and operational efficiency through AI and analytics.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global Cloud Based Contact Center 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 Cloud Based Contact Center Market Segments Analysis

The global cloud-based contact center market is segmented on the basis of Offering, Communication Channel, Application, Vertical, and region. By Offering, the market is segmented into Type (Omnichannel Routing, IVR, Automatic call distribution (ACD), Voice call recording, Dialers, Workforce Engagement Management, Reporting & Analytics, Customer Engagement Management, Other Software Types), Engagement Type (Inbound, Outbound, Blended), Deployment Mode (Public, Private, Hybrid), Services (Professional Services (Consulting & Advisory, Integration & deployment, Support & maintenance, Training & Education), Managed Services). By Communication Channe, the market is segmented into Voice (Phone, VOIP, Virtual Phone System), Digital (Email, Live Chat, SMS, social media (Instant Messaging Services, Video Chat, Web Forms)), Self-Service, IVR, Chatbot, Virtual Assistant. By Application, the market is segmented into Marketing Automation, Social Media Management, Helpdesk Management, Business Intelligence, Collaboration and Productivity, Customer Relationship Management (CRM), Other Applications. By Vertical, the market is segmented into BFSI, Retail & Consumer Goods, Telecom, Travel and Hospitality, Healthcare & Life Sciences, Transportation and Logistics, IT and ITES, Government and Public Sector, Media and Entertainment, and Other Verticals. By region, the market is segmented into North America, Europe, Asia Pacific, the Middle East and Africa, and Latin America.

Driver of the Global Cloud Based Contact Center Market

The global cloud-based contact center market is primarily fueled by the rising demand for flexible, scalable solutions amid the growth of remote work and evolving customer service expectations. Organizations are increasingly seeking systems that empower customer service agents to operate from any location, enabling seamless communication and access to essential customer data without the need for physical infrastructure. These cloud-based platforms facilitate effective management and ensure business continuity during disruptions like pandemics or natural disasters. Moreover, they allow companies to tap into a worldwide talent pool, ultimately improving the quality of customer service and response times, which further drives market growth.

Restraints in the Global Cloud Based Contact Center Market

Concerns regarding security and privacy pose significant challenges to the growth of the Global Cloud-Based Contact Center market. Customer interactions often handle sensitive personal and financial data, necessitating robust protection measures whenever this information is stored or processed on cloud systems. The rising incidence of data breaches, cyber-attacks, and the need for compliance with stringent regulations like GDPR, HIPAA, and CCPA deter businesses from transitioning their contact centers to the cloud. As organizations grapple with the fear of losing control over confidential data and the potential repercussions of reputational damage and financial loss, their cautious approach contributes to a slower adoption rate of cloud-based contact center solutions.

Market Trends of the Global Cloud Based Contact Center Market

The Global Cloud-Based Contact Center market is witnessing a significant trend toward omnichannel communication solutions, driven by evolving customer expectations for seamless experiences across various platforms such as voice, email, chat, social media, and messaging apps. Businesses are increasingly integrating these diverse channels into cohesive, unified interfaces to enhance responsiveness and deliver personalized interactions. This adaptability is pivotal as customer loyalty hinges on frictionless engagements. Consequently, cloud contact centers are implementing smarter routing, preserving context, and leveraging cross-channel analytics to gather valuable insights. This heightened emphasis on omnichannel capabilities is accelerating innovation and adoption of cloud-based solutions, shaping the future of customer service.

Table of Contents

Introduction

• Objectives of the Study
• Scope of the Report
• Definitions

Research Methodology

• Information Procurement
• Secondary & Primary Data Methods
• Market Size Estimation
• Market Assumptions & Limitations

Executive Summary

• Global Market Outlook
• Supply & Demand Trend Analysis
• Segmental Opportunity Analysis

Market Dynamics & Outlook

• Market Overview
• Market Size
• Market Dynamics
  • Drivers & Opportunities
  • Restraints & Challenges
• Porters Analysis
  • Competitive rivalry
  • Threat of substitute
  • Bargaining power of buyers
  • Threat of new entrants
  • Bargaining power of suppliers

Key Market Insights

• Key Success Factors
• Degree of Competition
• Top Investment Pockets
• Market Ecosystem
• Market Attractiveness Index, 2024
• PESTEL Analysis
• Macro-Economic Indicators
• Value Chain Analysis
• Pricing Analysis
• Case Studies
• Technology Analysis

Global Cloud Based Contact Center Market Size by Offering & CAGR (2025-2032)

• Market Overview
• Type
  • Omnichannel Routing
  • IVR
  • Automatic call distribution (ACD)
  • Voice call recording
  • Dialers
  • Workforce Engagement Management
  • Reporting & Analytics
  • Customer Engagement Management
  • Other Software Types
• Engagement Type
  • Inbound
  • Outbound
  • Blended
• Deployment Mode
  • Public
  • Private
  • Hybrid
• Services
  • Professional Services
  • Consulting & Advisory
  • Integration & deployment
  • Support & maintenance
  • Training & education
  • Managed Services

Global Cloud Based Contact Center Market Size by Communication Channel & CAGR (2025-2032)

• Market Overview
• Voice
  • Phone
  • VOIP
  • Virtual Phone System
• Digital
  • Email
  • Live Chat
  • SMS
  • Social Media
  • Instant Messaging Services
  • Video Chat
  • Web Forms
• Self-Service
  • IVR
  • Chatbot
  • Virtual Assistant

Global Cloud Based Contact Center Market Size by Application & CAGR (2025-2032)

• Market Overview
• Marketing Automation
• Social Media Management
• Helpdesk Management
• Business Intelligence
• Collaboration and Productivity
• Customer Relationship Management (CRM)
• Other Applications

Global Cloud Based Contact Center Market Size by Vertical & CAGR (2025-2032)

• Market Overview
• BFSI
• Retail & Consumer Goods
• Telecom
• Travel and Hospitality
• Healthcare & Life Sciences
• Transportation and Logistics
• IT and ITES
• Government and Public Sector
• Media and Entertainment
• Other Verticals

Global Cloud Based Contact Center Market Size & CAGR (2025-2032)

• North America (Offering, Communication Channel, Application, Vertical)
  • US
  • Canada
• Europe (Offering, Communication Channel, Application, Vertical)
  • Germany
  • Spain
  • France
  • UK
  • Italy
  • Rest of Europe
• Asia Pacific (Offering, Communication Channel, Application, Vertical)
  • China
  • India
  • Japan
  • South Korea
  • Rest of Asia-Pacific
• Latin America (Offering, Communication Channel, Application, Vertical)
  • Brazil
  • Rest of Latin America
• Middle East & Africa (Offering, Communication Channel, Application, Vertical)
  • GCC Countries
  • South Africa
  • Rest of Middle East & Africa

Competitive Intelligence

• Top 5 Player Comparison
• Market Positioning of Key Players, 2024
• Strategies Adopted by Key Market Players
• Recent Developments in the Market
• Company Market Share Analysis, 2024
• Company Profiles of All Key Players
  • Company Details
  • Product Portfolio Analysis
  • Company's Segmental Share Analysis
  • Revenue Y-O-Y Comparison (2022-2024)

Key Company Profiles

• Nice (Israel)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• AWS (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
• Cisco (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Avaya (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Zoho (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• 8X8 (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Verizon (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Alvaria (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Twilio (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• RingCentral (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Sprinklr (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• BT Group (UK)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Content Guru (UK)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• 3Clogic (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Pypestream (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Techsee (Israel)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Aircall (France)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Sentient Machines (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments

Conclusion & Recommendations