Mercado de plataformas de centros de llamadas de América del Norte: tendencias de la industria y pronóstico hasta 2030

Análisis y tamaño del mercado de plataformas de centros de llamadas en América del Norte

Para que las empresas implementen una estrategia metódica que mejore el rendimiento y los análisis para brindar un servicio adecuado a una base de clientes, los centros de llamadas en la nube se han convertido en un paso esencial. El segmento de implementación del mercado global domina el segmento de implementación como resultado de un número cada vez mayor de empresas que disfrutan y aprovechan los beneficios de este modelo de servicio. Las plataformas de centros de llamadas locales están siendo reemplazadas gradualmente por plataformas de centros de llamadas basadas en la nube. Según el informe State of Customer Experience 2018, el 39 % de los centros de contacto en el Reino Unido se han trasladado a la nube. Esto muestra el potencial del mercado.

Data Bridge Market Research analiza que el mercado de plataformas de call center, valorado en USD 12.212,36 millones en 2022, alcanzará los USD 40.037,18 millones en 2030, creciendo a una CAGR del 16,00% durante el período de pronóstico de 2023 a 2030. Además de los conocimientos del mercado, como el valor de mercado, la tasa de crecimiento, los segmentos del mercado, la cobertura geográfica, los actores del mercado y el escenario del mercado, el informe de mercado curado por el equipo de Data Bridge Market Research incluye un análisis experto en profundidad, análisis de importación/exportación, análisis de precios, análisis de consumo de producción y análisis pestle.

Alcance y segmentación del mercado de plataformas de centros de llamadas en América del Norte  

Market Definition

Call center platforms are the platforms, used by the business to connect with their customers/potential customers. Every business requires a call center platform to handle all customer inquiries. However, the call center platforms are much more than a tool for answering phones and providing good service to clients. The call center platforms offer a streamlined operation that allows the businesses to track, monitor, and manage every call with their customers.

Call Center Platforms Market Dynamics

Drivers

• Growing focus on providing personalised services will bolster the market growth

According to a recent market study, 75% customers are more likely to purchase from businesses that offer personalised services to the customers, such as addressing them by their names, recognizing the customers’ needs and wants, and offering value for money to the customer. Therefore, surging need for personalized services will positively influence the growth of the global call center platforms market.

• Increased focus on customer retention will drive the growth

The market for call center platforms is primarily driven by the growing demand to improve customer experience while paying relatively less. Customers are lost owing to negative experiences 67% of the time, thus keeping them costs 70% less than getting new ones. As companies work to keep their current customers, one of the elements that is anticipated to contribute to the growing use of call center platforms is customer experience.   

Opportunities

• The use of omni channel solutions and technologies is a major driver

A recent survey found that businesses using omni channel solutions to communicate with clients have higher staff retention rates. The report also revealed that omni channel service providers had an average customer profit margin that was 61% higher than that of the competition. Additionally, a key prospect for deciding growth will be the incorporation of cutting-edge software solutions such as SaaS, IaaS, and PaaS with these omni channel solutions.

Restraints/Challenges

• Privacy concerns will derail the market growth rate

Growing concerns relate to data security and privacy of customers in combination with rising cases of fraudulent activities and information misuse will derail the growth of the market. Lack of strong infrastructural facilities in the developing and under developing economies raises the vulnerability of customer privacy and data to theft. This will emerge as a major challenge to the market growth rate.

This call center platforms market report provides details of new recent developments, trade regulations, import-export analysis, production analysis, value chain optimization, market share, impact of domestic and localized market players, analyses opportunities in terms of emerging revenue pockets, changes in market regulations, strategic market growth analysis, market size, category market growths, application niches and dominance, product approvals, product launches, geographic expansions, technological innovations in the market. To gain more info on the call center platforms market contact Data Bridge Market Research for an Analyst Brief, our team will help you take an informed market decision to achieve market growth.

Recent Developments

• In 2021, A Microsoft-certified 8x8 Contact Center for Microsoft Teams was launched by DMV Veterinary Centers, a Canadian supplier of emergency and specialty pet hospitals and services, according to an announcement from 8X8, Inc.

North America Call Center Platforms Market Scope

The call center platforms market is segmented on the basis of offering, platform, organization size, deployment model and end-user industry. The growth amongst these segments will help you analyze meagre growth segments in the industries and provide the users with a valuable market overview and market insights to help them make strategic decisions for identifying core market applications.

Offering

• Software
• Service

Platform

• Outbound Dialer
• Inbound Voice
• Web Chat
• Omni channel Agent
• Social Media
• Email
• Messaging
• Others

 Organization Size

• Large Organization
• Small and Medium Organizations

Deployment Model

• On-Premise
• Hybrid
• Cloud

End-user Industry

• IT and Telecommunication
• Banking
• Financial Service and Insurance
• Retail
• Healthcare
• Government
• Travel and Hospitality
• Transport and Logistics
• Media and Entertainment
• Education
• Manufacturing
• Energy and Utilities
• Others

Call Center Platforms Market Regional Analysis/Insights

The call center platforms market is analyzed and market size insights and trends are provided by country, offering, platform, organization size, deployment model and end-user industry as referenced above.

The countries covered in the call center platforms market report are U.S., Canada, and Mexico in North America.

U.S. in North America dominates the call center platforms market and will continue to flourish its trend of dominance during the forecast period. The major factors attributable to the region’s dominance are the prevalence of advanced IT infrastructure, growing presence of cloud based software dealers and growing focus of businesses on improving the customer experience.

La sección de países del informe también proporciona factores de impacto de mercado individuales y cambios en la regulación en el mercado a nivel nacional que afectan las tendencias actuales y futuras del mercado. Puntos de datos como análisis de la cadena de valor aguas abajo y aguas arriba, tendencias técnicas y análisis de las cinco fuerzas de Porter, estudios de casos son algunos de los indicadores utilizados para pronosticar el escenario del mercado para países individuales. Además, la presencia y disponibilidad de marcas globales y sus desafíos enfrentados debido a la competencia grande o escasa de las marcas locales y nacionales, el impacto de los aranceles nacionales y las rutas comerciales se consideran al proporcionar un análisis de pronóstico de los datos del país.

Análisis del panorama competitivo y de la cuota de mercado de las plataformas de centros de llamadas

El panorama competitivo del mercado de plataformas de centros de llamadas proporciona detalles por competidor. Los detalles incluidos son una descripción general de la empresa, las finanzas de la empresa, los ingresos generados, el potencial de mercado, la inversión en investigación y desarrollo, las nuevas iniciativas de mercado, la presencia global, los sitios e instalaciones de producción, las capacidades de producción, las fortalezas y debilidades de la empresa, el lanzamiento de productos, la amplitud y variedad de productos, el dominio de las aplicaciones. Los puntos de datos anteriores proporcionados solo están relacionados con el enfoque de las empresas en relación con el mercado de plataformas de centros de llamadas.

Algunos de los principales actores que operan en el mercado de plataformas de centros de llamadas son:

• Oracle (Estados Unidos)
• IBM (Estados Unidos)
• Microsoft (Estados Unidos)
• VMware, Inc., (Estados Unidos)
• Dell Inc., (Estados Unidos)
• Google LLC (Estados Unidos)
• Cisco Systems, Inc. (Estados Unidos)
• Red Hat, Inc. (Estados Unidos)
• Hewlett Packard Enterprise Development LP (Estados Unidos)
• Corporación NEC (Japón)
• Propiedad intelectual de AT&T (EE. UU.)
• Citrix Systems, Inc. (Estados Unidos)
• Corporación NTT DATA (Japón)

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