キュー管理システム市場：コンポーネントタイプ、展開タイプ、組織規模、地域別、2026～2032年

キュー管理システム（QMS）市場の評価-2026～2032年

待ち時間を短縮し、サービス効率を向上させるためにQMSソリューションを採用する企業が増えており、顧客満足度とロイヤルティの向上につながり、これがキュー管理システムの採用を促進しています。非接触型インタラクションへのシフトは、健康と安全への懸念によって加速され、市場規模は2024年に3億551万米ドルを突破し、2032年には約4億9,807万米ドルの評価額に達します。

これに加えて、デジタルサイネージ、モバイル通知、リアルタイムデータ分析などの技術革新が、キュー管理システムの採用に拍車をかけています。企業は業務を最適化する方法を模索しており、QMSはキュー管理を合理化し、混雑を緩和し、資源配分を改善することで市場を支援しています。

キュー管理システム市場定義/概要

キュー管理システムは、様々なサービス環境における顧客の流れや待ち時間を管理し、合理化するために設計された技術ソリューションです。QMSは、デジタルサイネージ、発券システム、モバイルアプリなどのハードウェアとソフトウェアの組み合わせを利用してキューを整理・モニタリングし、顧客によりスムーズで効率的なサービス体験を記載しています。

実際には、QMSは小売、ヘルスケア、銀行、ホスピタリティなどさまざまなセグメントで適用されています。QMSは、顧客の待ち時間を短縮し、ピーク時間を管理し、全体的なサービス品質を向上させることで、企業が業務効率を改善するのに役立ちます。リアルタイムの最新情報や通知を提供することで、QMSソリューションは顧客満足度を向上させ、スタッフのリソース配分を最適化します。

AIや機械学習のような技術の進歩は、キュー・管理システムの将来を形成し、先進的データ分析、予測的キュー・管理、パーソナライズされた顧客対応を可能にすると予想されます。また、非接触型やモバイルベースのソリューションへの注目が高まることで、QMSの導入が促進され、安全衛生ガイドラインを遵守しながら顧客体験を向上させることができます。

顧客体験の向上に対するニーズの高まりは、どのようにキュー管理システムの採用を増加させるのか？

キュー管理システム市場の主要促進要因の1つは、さまざまなセグメントで顧客体験の向上に対するニーズが高まっていることです。企業が待ち時間の短縮やサービス効率の向上に努める中、キュー管理システムは不可欠なツールとなっています。米国労働統計局によると、顧客サービス担当者の雇用は2022～2032年にかけて4%増加すると予測されており、顧客との対話への注目が高まっていることを示しています。この動向は、先進的なキュー管理ソリューションへの投資を組織に促しています。例えば、カスタマージャーニー管理ソリューションの大手プロバイダであるQmaticは、2024年7月、待ち時間を最適化し、顧客満足度を向上させるために設計された、AIを活用した予測キューシステムの発売を発表しました。

第二の原動力は、特にCOVID-19の大流行を契機とした、産業全体の急速なデジタル化です。企業は、顧客の流れを管理し、社会的距離を保つ対策を維持するために、デジタルソリューションの採用を増やしています。欧州委員会の報告によると、2023年にはEU企業の41％がデジタル集約度を高め、2020年の36％から上昇します。このデジタルトランスフォーメーションは、洗練されたキュー管理システムの需要に拍車をかけています。2024年8月、同市場のもう1つの主要参入企業であるNEMO-Qは、既存のデジタルインフラとのシームレスな統合とリアルタイム分析機能を提供する、新しいクラウドベースのキュー管理プラットフォームを発表しました。

最後に、IoTとAI技術の採用が増加していることが、キュー管理システム市場を前進させています。これらの技術は、よりインテリジェントで効率的なキュー管理を可能にし、リアルタイムのモニタリング、予測分析、パーソナライズされた顧客対応などの機能を記載しています。オーストラリア政府の産業・科学・資源省によると、オーストラリアにおけるIoTの導入は、2030年までに1,200億米ドルの経済効果をもたらすと予想されています。

キュー管理システムの高い導入コストとメンテナンスコストは市場成長を抑制するか？

キュー管理システムは、高い導入コストとメンテナンスコストが中小企業にとって大きな障壁となる可能性があります。先進的なハードウェア、ソフトウェア、継続的なメンテナンスへの初期投資は相当な額になる可能性があり、予算が限られている企業や、より費用対効果の高いソリューションを求める企業での導入が制限される可能性があります。

既存システムとの統合は、特に時代遅れの技術や異種の技術を持つ企業にとっては課題となり得る。QMSプラットフォームと、顧客関係管理（CRM）や販売時点情報管理（POS）システムなどの他の業務システムとのシームレスな接続性を確保することは、複雑な場合があり、カスタマイズやトラブルシューティングのための追加リソースを必要とする場合があります。

ユーザーの抵抗や不十分なトレーニングも、QMSソリューションの有効性に影響を与える可能性があります。スタッフや顧客が十分なトレーニングを受けなかったり、新しい技術を受け入れなかったりすると、システムのメリットが十分に発揮されない可能性があります。このような抵抗は、システムの活用不足につながり、サービス効率と顧客満足度の向上に対するシステムの潜在的な効果を低下させる可能性があります。

目次

第1章 イントロダクション

• 市場の定義
• 市場セグメンテーション
• 調査手法

第2章 エグゼクティブサマリー

• 主要調査結果
• 市場概要
• 市場ハイライト

第3章 市場概要

• 市場規模と成長の可能性
• 市場動向
• 市場促進要因
• 市場抑制要因
• 市場機会
• ポーターのファイブフォース分析

第4章 キュー管理システム市場：コンポーネント別

• ハードウェア
• ソフトウェア
• サービス

第5章 キュー管理システム市場：展開タイプ別

• オンプレミス
• クラウドベース

第6章 キュー管理システム市場：組織規模別

• 中小企業（SME）
• 大企業

第7章 地域別分析

• 北米
• 米国
• カナダ
• メキシコ
• 欧州
• 英国
• ドイツ
• フランス
• イタリア
• アジア太平洋
• 中国
• 日本
• インド
• オーストラリア
• ラテンアメリカ
• ブラジル
• アルゼンチン
• チリ
• 中東・アフリカ
• 南アフリカ
• サウジアラビア
• アラブ首長国連邦

第8章 市場力学

• 市場促進要因
• 市場抑制要因
• 市場機会
• COVID-19の市場への影響

第9章 競合情勢

• 主要企業
• 市場シェア分析

第10章 企業プロファイル

• Advantech
• Wavetec
• Aurionpro
• Lavi Industries
• QLess
• Qmatic
• SEDCO
• Q-nomy
• Skiplino

第11章 市場展望と機会

• 新興技術
• 今後の市場動向
• 投資機会

第12章 付録

• 略語リスト
• 供給源と参考文献

Queue Management System Market Valuation - 2026-2032

Organizations are increasingly adopting QMS solutions to reduce wait times and improve service efficiency, leading to higher customer satisfaction and loyalty this is propelling the adoption of queue management system. The shift towards contactless interactions, accelerated by health and safety concerns are driving the market size surpass USD 305.51 Million valued in 2024 to reach a valuation of around USD 498.07 Million by 2032.

In addition to this, innovations in digital signage, mobile notifications, and real-time data analytics is spurring up the adoption of queue management system. Businesses are seeking ways to optimize their operations, and QMS helps by streamlining queue management, reducing congestion, and improving resource allocation is enabling the market to grow at a CAGR of 6.3% from 2026 to 2032.

Queue Management System Market: Definition/ Overview

A Queue Management System (QMS) is a technological solution designed to manage and streamline customer flow and wait times in various service environments. It uses a combination of hardware and software, such as digital signage, ticketing systems, and mobile apps, to organize and monitor queues, ensuring a smoother and more efficient service experience for customers.

In practice, QMS is applied across various sectors including retail, healthcare, banking, and hospitality. It helps businesses improve operational efficiency by reducing customer wait times, managing peak periods, and enhancing overall service quality. By providing real-time updates and notifications, QMS solutions improve customer satisfaction and optimize staff resource allocation.

Advancements in technology, like AI and machine learning, are expected to shape the future of Queue Management Systems, enabling advanced data analysis, predictive queue management, and personalized customer interactions. The growing focus on contactless and mobile-based solutions will also drive QMS adoption, enhancing customer experience while adhering to health and safety guidelines.

How will Growing Need for Improved Customer Experience Increase Adoption of Queue Management System?

One of the key drivers of the queue management system market is the growing need for improved customer experience across various sectors. As businesses strive to reduce wait times and enhance service efficiency, queue management systems have become essential tools. According to the U.S. Bureau of Labor Statistics, employment in customer service representatives is projected to grow 4% from 2022 to 2032, indicating an increasing focus on customer interactions. This trend is prompting organizations to invest in advanced queue management solutions. For instance, Qmatic, a leading provider of customer journey management solutions, announced in July 2024 the launch of its AI-powered predictive queuing system, designed to optimize wait times and improve customer satisfaction.

The second driver is the rapid digitalization across industries, particularly in the wake of the COVID-19 pandemic. Businesses are increasingly adopting digital solutions to manage customer flow and maintain social distancing measures. The European Commission reported that in 2023, 41% of EU enterprises had a high level of digital intensity, up from 36% in 2020. This digital transformation is fueling the demand for sophisticated queue management systems. In August 2024, NEMO-Q, another major player in the market, unveiled its new cloud-based queue management platform, offering seamless integration with existing digital infrastructure and real-time analytics capabilities.

Lastly, the rising adoption of IoT and AI technologies is propelling the queue management system market forward. These technologies enable more intelligent and efficient queue management, offering features like real-time monitoring, predictive analytics, and personalized customer interactions. According to the Australian Government's Department of Industry, Science and Resources, IoT adoption in Australia is expected to add up to USD 120 Billion to the economy by 2030.

Will High Implementation and Maintenance Costs of Queue Management System Restrain Its Market Growth?

Queue management systems can be hindered by high implementation and maintenance costs, which can be a significant barrier for small to medium-sized enterprises. The initial investment in advanced hardware, software, and ongoing maintenance can be substantial, potentially limiting adoption among businesses with tighter budgets or those seeking more cost-effective solutions.

Integration with existing systems can pose challenges, particularly for organizations with outdated or disparate technologies. Ensuring seamless connectivity between QMS platforms and other operational systems, such as customer relationship management (CRM) or point-of-sale systems, can be complex and may require additional resources for customization and troubleshooting.

User resistance and inadequate training can also affect the effectiveness of QMS solutions. If staff and customers are not adequately trained or do not embrace the new technology, the benefits of the system may not be fully realized. This resistance can lead to underutilization of the system, diminishing its potential impact on improving service efficiency and customer satisfaction.

Category-Wise Acumens

Will Rise in Adoption of Cloud-Based Systems Drive Queue Management System Market Growth?

Cloud-based systems are increasingly dominating the queue management system market, offering scalability, flexibility, and cost-effectiveness that traditional on-premise solutions struggle to match. These systems allow businesses to manage queues remotely, update in real-time, and easily integrate with other cloud-based services. According to the U.S. National Institute of Standards and Technology, 92% of federal agencies were using some form of cloud computing by 2022, highlighting the widespread adoption of cloud technologies across sectors. In a recent development, Wavetec, a global leader in queue management solutions, launched its new cloud-based platform "CloudQ" in July 2024, featuring advanced analytics and multi-location management capabilities.

The shift towards cloud-based queue management systems is also driven by the growing need for data-driven insights and analytics. These systems can collect, process, and analyze vast amounts of queue data in real-time, helping businesses make informed decisions to optimize their operations. The European Union Agency for Cybersecurity reported that cloud uptake among EU enterprises reached 41% in 2023, up from 36% in 2020. Capitalizing on this trend, QLess, another major player in the market, announced in August 2024 the release of its AI-powered cloud queue management solution, offering predictive analytics and personalized customer engagement features.

Cloud-based queue management systems are particularly appealing to small and medium-sized enterprises (SMEs) due to their lower upfront costs and ease of implementation. These systems eliminate the need for extensive on-site hardware and allow for quick deployment and updates. The Australian Bureau of Statistics reported that in 2022-23, 63% of businesses were using paid cloud computing services, up from 55% in 2019-20. Responding to this growing demand, Qminder, a prominent queue management solution provider, introduced its new "Qminder Lite" cloud-based offering in June 2024, specifically tailored for SMEs with features like mobile queue joining and real-time wait time updates.

Which Factors Enhance the Use of Queue Management System in Large Enterprises?

Large enterprises are increasingly dominating the queue management system market, leveraging their substantial resources to implement sophisticated and comprehensive solutions across multiple locations. These organizations are adopting queue management systems to streamline operations, enhance customer experience, and gather valuable data for strategic decision-making. According to the U.S. Bureau of Labor Statistics, large enterprises (those with 1000+ employees) accounted for 47.9% of total employment in 2022, indicating their significant market influence. In a recent development, Oracle announced in July 2024 the launch of its "Enterprise Queue Management Suite," designed specifically for large-scale implementations across various industries.

The dominance of large enterprises in this market is further fueled by their ability to invest in cutting-edge technologies such as AI, IoT, and advanced analytics to enhance their queue management capabilities. These technologies enable predictive queue management, personalized customer interactions, and real-time optimization of resources. The European Commission reported that in 2023, 80% of large enterprises in the EU used cloud computing services, compared to 41% of all enterprises. Capitalizing on this trend, SAP introduced its "Intelligent Queue Management" module in August 2024, integrating seamlessly with its existing enterprise resource planning (ERP) systems and offering AI-driven insights for large-scale queue optimization.

Country/Region-wise Acumens

Will Early Adoption of Technologies in North America Drive Queue Management System Market Growth?

North America is firmly established as the dominant region in the queue management system market, driven by advanced technological infrastructure and a strong focus on customer experience enhancement. The region's leadership is underpinned by the presence of major tech hubs and early adoption of innovative queue management solutions across various sectors. According to the U.S. Census Bureau, retail sales in the United States reached USD 7.1 Trillion in 2023, highlighting the massive potential for queue management systems in the retail sector alone. In a recent development, NEMO-Q, a leading queue management solution provider, announced in July 2024 the launch of its AI-powered "Predictive Queue Optimization" system, specifically tailored for the North American market.

The healthcare sector in North America is a significant driver of queue management system adoption, with hospitals and clinics implementing these solutions to improve patient flow and reduce wait times. The U.S. Centers for Medicare & Medicaid Services reported that national health spending is projected to grow at an average annual rate of 5.4% from 2022-2031, reaching nearly $7.2 trillion by 2031. This growth is expected to fuel further investment in healthcare infrastructure, including queue management systems. Responding to this trend, Qmatic unveiled its "Healthcare Queue Management Suite" in August 2024, featuring touchless check-in options and integration with electronic health records systems.

Will Rising Government Initiatives Promoting Smart City Development Enhance Adoption of Queue Management System in Asia Pacific?

The Asia Pacific region is experiencing rapid growth in the Queue Management System Market, driven by government initiatives promoting smart city development and digital transformation are also fueling the growth of the queue management system market in Asia Pacific. These initiatives are driving the implementation of queue management solutions in public sector organizations to improve service delivery efficiency. The Japanese Ministry of Internal Affairs and Communications reported that 95.1% of the population had access to high-speed internet as of 2023, providing a strong foundation for digital queue management solutions. Responding to this digital readiness, NEMO-Q launched its "Smart City Queue Management Suite" in June 2024, offering integrated solutions for municipal services, healthcare facilities, and transportation hubs across the Asia Pacific region.

The retail sector in Asia Pacific is a significant driver of queue management system adoption, with shopping malls and supermarkets implementing these solutions to improve customer flow and reduce wait times. China's National Bureau of Statistics reported that retail sales of consumer goods reached 44.08 trillion yuan (about $6.8 trillion) in 2023, highlighting the massive potential for queue management systems in the retail sector. Capitalizing on this trend, Q-nomy introduced its "Retail Queue Optimization Platform" in August 2024, featuring AI-powered customer flow prediction and multi-language support tailored for the diverse Asian market.

Competitive Landscape

The queue management system market is a dynamic and competitive space, characterized by a diverse range of players vying for market share. These players are on the run for solidifying their presence through the adoption of strategic plans such as collaborations, mergers, acquisitions, and political support.

The organizations are focusing on innovating their product line to serve the vast population in diverse regions. Some of the prominent players operating in the queue management system market include:

• Qmatic
• Jolly Technologies
• Ammunition
• Wavetec
• Queuemetrics
• Kiosk Information Systems
• NexTech AR Solutions
• Zenoti
• XIPHIAS Software Technologies
• Lavi Industries
• PIT Solutions
• Riteq
• Q-nomy
• Flowbird
• Savi Technology
• CivicConnect
• Aloe Systems
• SYNQ3
• InLine Systems
• Axxess

Latest Developments

• In May 2024, Lavi Industries launched an upgraded version of its queue management platform featuring advanced touchless technology and real-time queue monitoring to improve safety and efficiency in high-traffic environments.
• In March 2024, Wavetec introduced a new queue management system with integrated mobile notifications and virtual queueing capabilities, allowing customers to manage their appointments and wait times via a mobile app.
• In February 2024, Queue-it partnered with a leading cloud service provider to enhance its virtual queue solutions with improved scalability and performance for handling large-scale online events and promotions.
• In November 2023, Tensator unveiled an innovative queue management solution that incorporates biometric recognition technology for streamlined check-in and enhanced security in busy public spaces.

Queue Management System Market, By Category

• Component:
• Hardware
• Software
• Services
• Deployment Type:
• Cloud
• On-Premise
• Organization Size:
• Large Enterprises
• Small and Medium-Sized Enterprises (SMBs)
• Region:
• North America
• Europe
• Asia-Pacific
• South America
• Middle East & Africa

TABLE OF CONTENTS

1. Introduction

• Market Definition
• Market Segmentation
• Research Methodology

2. Executive Summary

• Key Findings
• Market Overview
• Market Highlights

3. Market Overview

• Market Size and Growth Potential
• Market Trends
• Market Drivers
• Market Restraints
• Market Opportunities
• Porter's Five Forces Analysis

4. Queue Management System Market, By Component

• Hardware
• Software
• Services

5. Queue Management System Market, By Deployment Type

• On-Premises
• Cloud-Based

6. Queue Management System Market, By Organization Size

• Small & Medium Enterprises (SMEs)
• Large Enterprises

7. Regional Analysis

• North America
• United States
• Canada
• Mexico
• Europe
• United Kingdom
• Germany
• France
• Italy
• Asia-Pacific
• China
• Japan
• India
• Australia
• Latin America
• Brazil
• Argentina
• Chile
• Middle East and Africa
• South Africa
• Saudi Arabia
• UAE

8. Market Dynamics

• Market Drivers
• Market Restraints
• Market Opportunities
• Impact of COVID-19 on the Market

9. Competitive Landscape

• Key Players
• Market Share Analysis

10. Company Profiles

• Advantech
• Wavetec
• Aurionpro
• Lavi Industries
• QLess
• Qmatic
• SEDCO
• Q-nomy
• Skiplino

11. Market Outlook and Opportunities

• Emerging Technologies
• Future Market Trends
• Investment Opportunities

12. Appendix

• List of Abbreviations
• Sources and References