コンタクトセンター基盤ソフトウェアの世界市場：コンポーネント別、展開別、企業タイプ別、業界別、地域範囲別、予測

コンタクトセンター基盤ソフトウェアの世界市場規模・予測

コンタクトセンター基盤ソフトウェアの世界市場規模は、2024年に293億2,000万米ドルと評価され、2026年から2032年にかけて13.92%のCAGRで成長し、2032年には831億6,000万米ドルに達すると予測されています。

コンタクトセンター基盤ソフトウェアは、電話、電子メール、チャット、ソーシャルメディア経由の顧客対応など、コンタクトセンター業務の管理と合理化に使用されるツールと技術のセットです。通常、自動電話分配、双方向音声応答、要員管理、分析などの機能が含まれます。

このソフトウェアは、小売、ヘルスケア、金融、通信などの業界で広く使用されており、顧客サービスの向上、エージェントの効率化、大量の顧客とのやり取りの管理などを実現します。これにより、企業は一貫性のあるパーソナライズされた効率的な顧客体験を提供できるようになり、顧客満足度とロイヤルティが向上します。

コンタクトセンター基盤ソフトウェアの将来は、クラウドベースのソリューションと人工知能（AI）の採用増加により、大きな成長が見込まれています。オムニチャネル機能。高度な分析と自動化のためのAIの統合は、カスタマー・エクスペリエンス重視の高まりと相まって、この分野でのイノベーションを促進し、現代のカスタマーサービス戦略に不可欠な要素となります。

コンタクトセンター基盤ソフトウェアの世界市場力学

世界のコンタクトセンター基盤ソフトウェア市場を形成している主な市場力学は以下の通り：

主な市場促進要因

カスタマー・エクスペリエンスの向上に対する需要の高まり：顧客満足度の向上に対する需要の高まり：企業が顧客満足度を優先するにつれ、複数のチャネルにわたってパーソナライズされた効率的な顧客対応を提供できる高度なコンタクトセンター・ソリューションに対する需要が高まっており、その結果、高度なインフラストラクチャー・ソフトウェアの採用が進んでいます。

クラウドベースのソリューションへの移行：クラウドベースのコンタクトセンターソフトウェアへの移行により、拡張性、柔軟性、コスト効率が向上し、あらゆる規模の企業にとって魅力的な選択肢となっています。この移行は、企業がカスタマーサービス業務の近代化を目指す中で、市場の成長を加速させています。

AIと自動化の統合：コンタクトセンターソフトウェアにAIと自動化を導入することで、予測分析、チャットボット、自動ワークフローなどの機能が向上し、エージェントの効率と顧客サービスの成果が改善されます。この動向は、企業がAIを活用したソリューションに投資することで、市場の成長を促進しています。

オムニチャネルコミュニケーションの成長：ソーシャルメディア、メッセージングアプリ、ライブチャットなど、多様なコミュニケーションチャネルの利用が増加しているため、複数のプラットフォームでのやり取りを管理できるコンタクトセンター基盤ソフトウェアが必要とされています。オムニチャネル対応の需要は、より統合的で包括的なソフトウェアソリューションの開発を促進しています。

主な課題

高い導入コストとメンテナンスコスト：先進的なコンタクトセンター基盤ソフトウェアの導入と維持には、特に中小企業（SME）にとってコストがかかります。これらの費用は、初期セットアップだけでなく、継続的なアップグレード、トレーニング、ITサポートにも及ぶため、導入の障壁となりうる。

データセキュリティとプライバシーへの懸念：コンタクトセンターでは大量の機密顧客データを扱うため、データセキュリティとプライバシー規制の遵守が大きな課題となります。データ漏えいのリスクや、さまざまな世界規制に準拠することの複雑さが、新しいソフトウェアソリューションの採用を難しくしています。

レガシーシステムとの統合：多くの企業では、最新のコンタクトセンター基盤ソフトウェアと容易に統合できないレガシーシステムを使用しています。このような互換性の欠如は、運用の非効率性、コストの増加、より高度なソリューションへの移行を困難にする可能性があります。

オムニチャネルコミュニケーション管理の複雑さ：オムニチャネルコミュニケーションが普及する一方で、複数のチャネル（電話、電子メール、チャット、ソーシャルメディア）にまたがる顧客とのやり取りを管理・同期することは困難です。コンタクトセンター基盤プロバイダーは、すべてのプラットフォームでシームレスかつ一貫したカスタマー・エクスペリエンスを確保する上で、引き続き大きな課題に直面しています。

主要動向：

AIと機械学習の採用。コンタクトセンターソフトウェアへの人工知能（AI）と機械学習の導入は、カスタマーサービス業務に革命をもたらしています。チャットボット、予測分析、自動ワークフローなどのAI搭載ツールが一般的になり、より効率的でパーソナライズされた顧客対応を可能にしています。

クラウドベースのコンタクトセンターへの切り替え：オンプレミスからクラウドベースのコンタクトセンター基盤への移行が著しいです。クラウドソリューションは拡張性、柔軟性、費用対効果が高いため、コンタクトセンターの近代化を目指す企業の間で人気が高まっています。

オムニチャネルコミュニケーションの成長：顧客は、複数のチャネル（電話、Eメール、チャット、ソーシャルメディアなど）にまたがるシームレスな対話をますます期待するようになっています。コンタクトセンターソフトウェアは、こうしたさまざまなコミュニケーションチャネルを管理・統合するための統一プラットフォームを提供するように進化しています。

カスタマーエクスペリエンス（CX）の重視：カスタマーエクスペリエンス（CX）の向上は、企業にとって最優先事項であり、高度なコンタクトセンターソリューションへの需要を後押ししています。リアルタイム分析、センチメント分析、パーソナライズされたカスタマージャーニーは、CXを向上させるためにコンタクトセンターソフトウェアのますます重要な要素となっています。

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

• 主な調査結果
• 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 コンタクトセンター基盤ソフトウェア市場：コンポーネント別

• ソリューション
• サービス

第5章 コンタクトセンター基盤ソフトウェア市場：展開別

• オンプレミス
• クラウドベース

第6章 コンタクトセンター基盤ソフトウェア市場：企業タイプ別

• 中小企業
• 大企業

第7章 コンタクトセンター基盤ソフトウェア市場：業界別

• 銀行、金融サービス、保険（BFSI）
• ITES
• ITおよび電気通信
• 政府機関
• ヘルスケア
• 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

第8章 地域分析

• 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9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10章 競合情勢

• 主要企業
• 市場シェア分析

第11章 企業プロファイル

• NICE（Israel）
• Genesys（US）
• Amazon Web Services（AWS）（US）
• Five9（US）
• Twilio（US）
• Cisco（US）
• Mitel（Canada）
• SAP（Germany）
• Dixa（Denmark）
• Google Cloud（US）

第12章 市場展望市場の展望と機会

• 新興技術
• 今後の市場動向
• 投資機会

第13章 付録

• 略語リスト
• 出典と参考文献

Global Contact Center Infrastructure Software Market Size and Forecast

Global Contact Center Infrastructure Software Market size was valued at USD 29.32 Billion in 2024 and is projected to reach USD 83.16 Billion by 2032, growing at a CAGR of 13.92% from 2026 to 2032.

Contact Center Infrastructure Software is a set of tools and technologies used to manage and streamline contact center operations, including handling customer interactions via phone, email, chat, and social media. It typically includes features such as automated call distribution, interactive voice response, workforce management, and analytics.

This software is widely used in industries such as retail, healthcare, finance, and telecommunications to improve customer service, increase agent efficiency, and manage large numbers of customer interactions. It enables businesses to provide consistent, personalized, and efficient customer experiences, which increases customer satisfaction and loyalty.

The future of contact center infrastructure software is poised for significant growth, driven by the increasing adoption of cloud-based solutions and artificial intelligence (AI). Omnichannel capabilities. The integration of AI for advanced analytics and automation, combined with a growing emphasis on customer experience, will drive innovation in this field, making it an essential component of modern customer service strategies.

Global Contact Center Infrastructure Software Market Dynamics

The key market dynamics that are shaping the global contact center infrastructure software market include:

Key Market Drivers:

Growing Demand for Improved Customer Experience: As businesses prioritize customer satisfaction, there is an increasing demand for advanced contact center solutions that can provide personalized and efficient customer interactions across multiple channels, resulting in the adoption of sophisticated infrastructure software.

Switch to Cloud-Based Solutions: The transition to cloud-based contact center software provides increased scalability, flexibility, and cost-effectiveness, making it an appealing option for businesses of all sizes. This shift is accelerating market growth as businesses seek to modernize their customer service operations.

Integration of AI and Automation: The use of AI and automation in contact center software improves capabilities such as predictive analytics, chatbots, and automated workflows, all of which improve agent efficiency and customer service results. This trend is driving market growth as companies invest in AI-powered solutions.

Growth of Omnichannel Communication: The growing use of diverse communication channels such as social media, messaging apps, and live chat necessitates contact center infrastructure software that can manage interactions across multiple platforms. The demand for omnichannel support is driving the development of more integrated and comprehensive software solutions.

Key Challenges:

High Implementation and Maintenance Costs: Implementing and maintaining advanced contact center infrastructure software can be costly, especially for small and medium-sized businesses (SMEs). These expenses cover not only the initial setup but also ongoing upgrades, training, and IT support, which can be a barrier to adoption.

Data Security and Privacy Concerns: Contact centers handle large amounts of sensitive customer data, making data security and compliance with privacy regulations a significant challenge. The risk of data breaches, as well as the complexities of complying with various global regulations, can make it difficult to adopt new software solutions.

Integration with legacy systems: Many organizations still use legacy systems that may not be easily integrated with modern contact center infrastructure software. This lack of compatibility can result in operational inefficiencies, increased costs, and difficulty transitioning to more advanced solutions.

Complexity of Managing Omnichannel Communication: While omnichannel communication is becoming more popular, managing and synchronizing customer interactions across multiple channels (phone, email, chat, and social media) can be challenging. Contact center infrastructure providers continue to face significant challenges in ensuring a seamless and consistent customer experience across all platforms.

Key Trends:

Adoption of AI and Machine Learning. The incorporation of artificial intelligence (AI) and machine learning into contact center software is revolutionizing customer service operations. AI-powered tools such as chatbots, predictive analytics, and automated workflows are becoming commonplace, allowing for more efficient and personalized customer interactions.

Switch to Cloud-Based Contact Centers: There is a significant shift from on-premises to cloud-based contact center infrastructure. Cloud solutions provide greater scalability, flexibility, and cost-effectiveness, making them increasingly popular among companies looking to modernize their contact centers.

Growth in Omnichannel Communication: Customers increasingly expect seamless interactions across multiple channels (phone, email, chat, social media, and so on). Contact center software is evolving to offer unified platforms for managing and integrating these various communication channels.

Focus on Customer Experience (CX): Improving customer experience (CX) is a top priority for businesses, fueling demand for advanced contact center solutions. Real-time analytics, sentiment analysis, and personalized customer journeys are increasingly important components of contact center software for improving CX.

Global Contact Center Infrastructure Software Market Regional Analysis

Here is a more detailed regional analysis of the global contact center infrastructure software market:

North America:

North America dominates the contact center infrastructure software market, owing to its advanced technological landscape, high adoption rates of cloud-based solutions, and strong emphasis on customer experience management. The United States, in particular, plays an important role because of its large base of enterprises and the presence of leading software providers who are constantly innovating to meet the changing needs of business. The region's robust IT infrastructure, combined with a high demand for AI and machine learning-based analytics tools, improves contact center capabilities, reinforcing North America's market leadership.

In June 2024, Salesforce announced that it would expand its contact center infrastructure capabilities with new AI-powered features in its Service Cloud, with the goal of improving customer interactions and agent productivity.

Furthermore, in March 2024, the US government issued new guidelines to improve data security and privacy in cloud-based contact center solutions, resulting in increased investment in secure and compliant software platforms. These advancements, combined with ongoing investments in innovation and regulatory support, help to maintain North America's dominance in the global contact center infrastructure software market.

Asia Pacific:

Asia Pacific is the fastest-growing region in the contact center infrastructure software market, owing to rapid digital transformation and the expansion of customer service operations across multiple industries. Countries such as India, China, and the Philippines are driving this growth, owing to the increased adoption of cloud-based contact center solutions and the region's status as a global outsourcing hub. Rising demand for better customer experiences, as well as the adoption of AI-powered analytics tools, are driving the market forward. Furthermore, the region's large and growing population is encouraging businesses to invest in more sophisticated contact center infrastructure to efficiently manage customer interactions.

In April 2024, Tata Communications announced the launch of a new cloud-based contact center platform in India, with the goal of assisting businesses in scaling their customer service operations more effectively.

Furthermore, in May 2024, China's government issued new regulations to support businesses' digital transformation, including incentives for implementing advanced customer service technologies. These initiatives, combined with increased investment from both domestic and international companies, are propelling Asia Pacific's contact center infrastructure software market forward, making it the world's fastest-growing region.

Global Contact Center Infrastructure Software Market: Segmentation Analysis

The Global Contact Center Infrastructure Software Market is segmented on the basis of By Component, By Deployment, By Enterprise Type, By Vertical and Geography.

Global Contact Center Infrastructure Software Market, By Component

• Solution
• Services

Based on Component, the Global Contact Center Infrastructure Software Market is segmented into Solution and Services. The Solution segment dominates the global contact center infrastructure software market, owing to the high demand for advanced software tools that improve customer interactions and streamline contact center operations. The fastest-growing segment is Services, which is driven by an increased demand for professional services such as implementation, consulting, and support to optimize and maintain contact center software solutions.

Global Contact Center Infrastructure Software Market, By Deployment

• Cloud
• On-Premise

Based on Deployment, the Global Contact Center Infrastructure Software Market is segmented into Cloud and On-Premise. The cloud segment dominates the global contact center infrastructure software market as it provides scalability, flexibility, and cost savings, making it the preferred option for many businesses. The On-Premise segment is still the second fastest-growing, driven by organizations with stringent data security requirements and those who prefer to maintain complete control over their contact center infrastructure.

Global Contact Center Infrastructure Software Market, By Enterprise Type

• Small & Medium Enterprises
• Large Enterprises

Based on Enterprise Type, the global market is segmented into Small & Medium Enterprises and Large Enterprises. The large enterprises segment dominates the global contact center infrastructure software market because they have the resources to invest in advanced infrastructure and need to manage large volumes of customer interactions. The second fastest-growing segment is Small and Medium Enterprises (SMEs), which is being driven by the increasing availability of low-cost cloud-based solutions that enable smaller businesses to implement sophisticated contact center software.

Global Contact Center Infrastructure Software Market, By Vertical

• Banking, Financial Services and Insurance (BFSI)
• ITES
• IT and Telecom
• Government
• Healthcare
• Consumer Goods & Retail
• Travel & Hospitality
• Media & Entertainment

Based on Vertical, the global market is segmented into BFSI, ITES, IT and Telecom, Government, Healthcare, Consumer Goods & Retail, Travel & Hospitality, Media & Entertainment. The BFSI (Banking, Financial Services, and Insurance) segment dominates the global contact center infrastructure software market because financial institutions need reliable and secure contact center solutions to manage sensitive customer interactions and provide high-quality service. The second fastest-growing segment is healthcare, which is being driven by an increasing demand for efficient patient communication, appointment management, and telehealth services, particularly in the wake of healthcare's digital transformation.

Global Contact Center Infrastructure Software Market, By Geography

• North America
• Europe
• Asia Pacific
• Rest of the World

Based on the Geography, the global market are classified into North America, Europe, Asia Pacific, and Rest of World. North America dominates the global contact center infrastructure software market due to advanced technology adoption, significant investment in IT infrastructure, and the presence of leading software providers. Asia Pacific is the second fastest-growing region, driven by rapid digital transformation, increased adoption of cloud-based solutions, and an expanding customer service sector in key economies such as China and India.

Key Players

The "Global Contact Center Infrastructure Software Market" study report will provide valuable insight with an emphasis on the global market. The major players in the market are NICE, Genesys, Amazon Web Services (AWS), Five9, Twilio, Mitel, SAP, Dixa, Google Cloud.

Our market analysis also entails a section solely dedicated to such major players wherein our analysts provide an insight into the financial statements of all the major players, along with its product benchmarking and SWOT analysis. The competitive landscape section also includes key development strategies, market share, and market ranking analysis of the above-mentioned players globally.

• Global Contact Center Infrastructure Software Market: Recent Developments
• In April 2024, Avaya has released an upgraded version of its Avaya OneCloud CCaaS (Contact Center as a Service) platform, which includes improved omnichannel support and advanced security features to meet the growing demand for integrated customer service management.
• In March 2024, NICE added new capabilities to its NICE CXone cloud contact center platform, with a focus on AI-powered customer insights and workforce optimization. These enhancements aim to improve operational efficiency and customer satisfaction.
• In February 2024, Genesys has announced a major update to its Genesys Cloud CX platform, which includes expanded AI capabilities and improved integration with CRM systems. This update aims to improve customer interactions and provide more detailed insights into customer behavior.

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. Contact Center Infrastructure Software Market, By Component

• Solution
• Services

5. Contact Center Infrastructure Software Market, By Deployment

• On-premises
• Cloud-based

6. Contact Center Infrastructure Software Market, By Enterprise Type

• Small & Medium Enterprises
• Large Enterprises

7. Contact Center Infrastructure Software Market, By Vertical

• Banking, Financial Services and Insurance (BFSI)
• ITES
• IT and Telecom
• Government
• Healthcare
• Consumer Goods & Retail
• Travel & Hospitality
• Media & Entertainment

8. 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

9. Market Dynamics

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

10. Competitive Landscape

• Key Players
• Market Share Analysis

11. Company Profiles

• NICE (Israel)
• Genesys (US)
• Amazon Web Services (AWS) (US)
• Five9 (US)
• Twilio (US)
• Cisco (US)
• Mitel (Canada)
• SAP (Germany)
• Dixa (Denmark)
• Google Cloud (US)

12. Market Outlook and Opportunities

• Emerging Technologies
• Future Market Trends
• Investment Opportunities

13. Appendix

• List of Abbreviations
• Sources and References