글로벌 콜센터 플랫폼 시장 규모, 점유율 및 추세 분석 보고서 – 산업 개요 및 2031년까지의 예측

콜센터 플랫폼 시장 분석

콜센터 플랫폼 시장은 기술과 혁신적인 방법론의 발전에 힘입어 상당한 성장을 보였습니다. 최근의 발전에는 콜센터 운영에 인공지능 (AI)과 머신러닝(ML)을 통합하는 것이 포함됩니다. 이러한 기술은 지능형 가상 상담원과 챗봇을 통해 고객 경험을 향상시켜 24시간 연중무휴 지원을 가능하게 하고 대응 시간을 단축합니다. 예를 들어, AI는 고객 상호작용을 실시간으로 분석하여 상담원의 귀중한 통찰력을 제공하여 대화를 개인화하고 서비스 품질을 개선할 수 있습니다.

또한 클라우드 기반 솔루션이 인기를 얻어 기업에 확장성과 유연성을 제공합니다. 기업은 수요에 따라 운영을 쉽게 조정하여 비용을 최소화하고 효율성을 극대화할 수 있습니다. 옴니채널 지원의 증가는 또한 고객이 소셜 미디어, 이메일, 전화와 같은 다양한 채널을 통해 원활하게 상호 작용할 수 있도록 하는 환경을 변화시켰습니다.

또한 분석 도구의 발전으로 조직은 성과 지표를 효과적으로 모니터링하여 운영 효율성을 향상시키는 데이터 중심 의사 결정을 내릴 수 있습니다. 기업이 고객 만족을 계속 우선시함에 따라 정교한 콜센터 플랫폼에 대한 수요가 증가할 것으로 예상됩니다.

콜센터 플랫폼 시장 규모

글로벌 콜센터 플랫폼 시장 규모는 2023년에 369억 9천만 달러로 평가되었으며, 2031년까지 1,187억 9천만 달러에 도달할 것으로 예상되며, 2024년에서 2031년까지의 예측 기간 동안 CAGR은 15.7%입니다. Data Bridge Market Research 팀이 큐레이팅한 시장 보고서에는 시장 가치, 성장률, 시장 세그먼트, 지리적 범위, 시장 참여자, 시장 시나리오와 같은 시장 통찰력 외에도 심층적인 전문가 분석, 수입/수출 분석, 가격 분석, 생산 소비 분석, 페슬 분석이 포함되어 있습니다.

콜센터 플랫폼 시장 동향

“클라우드 기반 솔루션이 콜센터 플랫폼 성장을 주도”

클라우드 기반 솔루션 의 채택 증가는 콜센터 플랫폼 시장의 성장을 크게 촉진하고 있습니다. 조직은 확장성, 비용 효율성 및 원격 접근성으로 인해 기존 온프레미스 시스템에서 클라우드 기반 플랫폼으로 전환하고 있습니다. 예를 들어, 2023년 4월 Teckinfo Solutions Pvt. Ltd.는 ITES/BPO, 기업 및 MSME를 위해 설계된 고급 컨택센터 소프트웨어인 ID Cloud를 출시했습니다. 이 플랫폼은 모든 규모의 기업에 적합한 기술에 정통한 솔루션을 제공하여 고객 참여를 간소화합니다. ID Cloud는 기존 온프레미스 소프트웨어와 동일한 강력한 기능을 제공하며 클라우드 배포의 유연성과 편의성을 결합하여 기업이 고객 상호 작용을 효율적으로 최적화할 수 있도록 합니다.

보고서 범위 및 콜센터 플랫폼 시장 세분화        

Call Center Platforms Market Definition

Call center platform are software solutions that facilitate the management of customer interactions through various communication channels, including phone, email, chat, and social media. These platforms enable businesses to streamline operations, enhance customer service, and improve agent productivity. Key features often include automated call distribution, interactive voice response (IVR), call recording, and analytics tools. They also support integrations with customer relationship management (CRM) systems, enabling personalized service. With the rise of remote work, many call center platforms now offer cloud-based solutions, allowing agents to operate from anywhere while maintaining efficiency and quality in customer interactions.

Call Center Platforms Market Dynamics

Drivers

• Increased Demand for Customer Support

The growing emphasis on customer experience is significantly driving the call center platforms market. As businesses recognize that exceptional support can enhance customer loyalty, they seek efficient solutions to manage inquiries effectively. For instance, in October 2023, 8x8, Inc. revealed significant innovations in its BxB XCaaS platform aimed at enhancing both customer and employee experiences. The updates include AI-driven voice conversational self-service features and expanded video capabilities specifically for contact center interactions. Furthermore, the platform boasts deeper integrations with Microsoft Teams, as well as improved functionalities for 8x8 video meetings, ensuring a seamless communication experience across various channels.

• Integration with CRM Systems

The demand for seamless integration with Customer Relationship Management (CRM) systems significantly drives the call center platforms market. This integration allows call centers to access comprehensive customer profiles, enabling agents to deliver personalized service based on past interactions and preferences. For instance, in March 2023, DVSAnalytics announced a strategic partnership with XIMA to enhance contact center capabilities. This collaboration aims to provide tools that improve customer service and optimize agent workforce management. DVS's Encore Quality Management, Workforce Management, and Speech Analytics functionalities equip XIMA users with an expanded suite of resources. This partnership enables contact centers to manage efficiencies better while significantly elevating the customer experience.

Opportunities

• Rising Omni-Channel Support

The demand for omni-channel support is significantly driving the call center platforms market, as businesses seek to provide seamless customer interactions across various communication channels, including voice, chat, email, and social media. This integration not only enhances customer satisfaction but also improves agent efficiency. For instance, in April 2023, Enghouse Interactive Inc. launched a cutting-edge CX suite that merges unified communications, an omnichannel contact center, and Internet of Things (IoT) capabilities. This innovative suite incorporates artificial intelligence to improve customer interactions significantly. By integrating IoT functionalities, it addresses specific customer demands more effectively, enhancing the overall experience for both businesses and their clients, setting a new standard in customer experience management.

• Increasing Adoption of Advanced Technology

The rising adoption of advanced technologies in call centers significantly enhances operational efficiency and customer experience. Cloud technology is becoming a cornerstone, enabling administrators to ensure better data security and scalability. For instance, companies such as Zendesk leverage omnichannel solutions, including chatbots powered by AI, to streamline customer interactions. Moreover, prescriptive AI offers sophisticated capabilities such as improved case routing and scheduling management, which optimizes response times. Organizations such as Amazon have implemented AI-driven systems for effective inquiry resolution, showcasing how technology can transform service delivery. This technological shift creates substantial opportunities for growth in the call center platforms market, driving innovation and customer satisfaction.

Restraints/Challenges

• High Operational Costs

High operational costs are a significant restraint in the call center platforms market. Maintaining a call center requires substantial investments in technology, infrastructure, and staffing. These expenses can become burdensome, particularly for smaller businesses that may struggle to justify the financial commitment without clear returns. If companies do not observe a corresponding increase in efficiency or customer satisfaction, the value of these expenditures diminishes. Additionally, the ongoing need for upgrades and training can further escalate costs, leading many organizations to reconsider or scale back their call center operations. This reluctance to invest can hinder the overall growth of the market.

• Agent Training and Retention

High turnover rates in call centers pose a significant challenge for the market, necessitating continuous training and recruitment efforts. The industry struggles to attract and retain skilled agents capable of effectively managing customer inquiries, which can disrupt service quality and operational efficiency. Frequent staff changes lead to inconsistent customer experiences, impacting overall satisfaction and loyalty. Moreover, the costs associated with hiring and training new agents can strain budgets, diverting resources from other critical areas. This cycle of turnover creates instability within teams, making it difficult for organizations to build a knowledgeable workforce, ultimately hindering growth and competitiveness in the call center platforms market.

This 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 market contact Data Bridge Market Research for an Analyst Brief, our team will help you take an informed market decision to achieve market growth.

Call Center Platforms Market Scope

The market is segmented on the basis of offering, platform, organization size, and 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 Organization

 Deployment Model

• On-Premise
• Hybrid
• Cloud

 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

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

The countries covered in the market report are U.S., Canada, Mexico in North America, Germany, Sweden, Poland, Denmark, Italy, U.K., France, Spain, Netherland, Belgium, Switzerland, Turkey, Russia, Rest of Europe in Europe, Japan, China, India, South Korea, New Zealand, Vietnam, Australia, Singapore, Malaysia, Thailand, Indonesia, Philippines, Rest of Asia-Pacific (APAC) in Asia-Pacific (APAC), Brazil, Argentina, Rest of South America as a part of South America, U.A.E, Saudi Arabia, Oman, Qatar, Kuwait, South Africa, Rest of Middle East and Africa (MEA) as a part of Middle East and Africa (MEA).

Asia-Pacific is expected to dominate the call center platforms market due to a significant rise in business automation across key sectors, particularly IT and finance. This trend has led to an increased adoption of call center software, enhancing operational efficiency and customer service. Major players in the region are focusing on integrating advanced technologies, such as AI and cloud solutions, further driving market growth and innovation.

Europe is expected to see lucrative growth in the call center platforms market, driven by a high compound annual growth rate during the forecast period. This growth is attributed to the increasing adoption of cognitive platforms and the presence of well-established infrastructure across the region. Additionally, advancements in technology and a growing emphasis on enhanced customer experience further fuel market expansion in Europe.

The country section of the report also provides individual market impacting factors and changes in market regulation that impact the current and future trends of the market. Data points such as down-stream and upstream value chain analysis, technical trends and porter's five forces analysis, case studies are some of the pointers used to forecast the market scenario for individual countries. Also, the presence and availability of global brands and their challenges faced due to large or scarce competition from local and domestic brands, impact of domestic tariffs and trade routes are considered while providing forecast analysis of the country data.

Call Center Platforms Market Share

The market competitive landscape provides details by competitor. Details included are company overview, company financials, revenue generated, market potential, investment in research and development, new market initiatives, global presence, production sites and facilities, production capacities, company strengths and weaknesses, product launch, product width and breadth, application dominance. The above data points provided are only related to the companies' focus related to market.

Call Center Platforms Market Leaders Operating in the Market Are:

• Oracle (U.S.)
• IBM (U.S.)
• RACKSPACE TECHNOLOGY, (U.S.)
• Microsoft (U.S.)
• VMware, Inc., (U.S.)
• Dell Inc., (U.S.)
• Redcentric plc (U.K.)
• Google LLC (U.S.)
• Cisco Systems, Inc. (U.S.)
• Red Hat, Inc. (U.S.)
• Getronics (Netherlands)
• Hewlett Packard Enterprise Development LP (U.S.)
• 센추리링크(미국)
• NEC 주식회사(일본)
• 조이언트 주식회사(미국)
• AT&T 지적 재산권(미국)
• Citrix Systems, Inc. (미국)
• NTT DATA Corporation(일본)

콜센터 플랫폼 시장의 최신 동향

• 2023년 4월, Enghouse Interactive는 Quality Management Suite(QMS) 버전 5.3을 출시하여 제공 범위를 더욱 확대했습니다. 이 포괄적인 소프트웨어는 모니터링, IP 통화 녹음 및 고객 상호작용 평가를 가능하게 합니다. 관리자는 QMS를 활용하여 소비자 상호작용을 효과적으로 문서화하고, 개선이 필요한 영역을 식별하고, 자세하고 건설적인 피드백을 제공할 수 있습니다. 이러한 발전으로 Enghouse는 컨택센터를 위한 품질 보증 솔루션을 제공하는 선두 주자로 자리매김했습니다.
• 2021년 7월, 3CLogic, Inc.는 ServiceNow의 디지털 채널과 셀프 서비스 옵션을 개선하기 위한 ScreenMeet과의 전략적 파트너십을 발표했습니다. SMS, 음성, 비디오, 화면 공유, 공동 브라우징을 포함한 커뮤니케이션 서비스를 결합함으로써 이 파트너십은 ServiceNow의 옴니채널 고객 지원 역량을 크게 강화합니다. 이 협업을 통해 기업은 보다 다양하고 매력적인 고객 상호 작용을 제공하여 고객이 다양한 플랫폼에서 효율적이고 효과적인 지원을 받을 수 있도록 합니다.
• 2021년 5월, Mitel Networks Corporation과 Five9, Inc.는 강력한 Contact Center as a Service(CCaaS) 솔루션을 제공하기 위한 전략적 파트너십을 맺었습니다. 이 협업을 통해 전 세계 고객과 파트너는 Mitel의 커뮤니케이션 전문성을 활용하여 통합된 커뮤니케이션 솔루션 제품군에 액세스할 수 있습니다. 이 파트너십은 향상된 고객 서비스 역량을 제공하여 기업이 간소화된 커뮤니케이션 프로세스를 통해 고객과 보다 효과적으로 소통하고 전반적인 만족도를 높이는 것을 목표로 합니다.

SKU-50624