全球联络中心平台市场、产品（软件和服务）、平台（外拨拨号器、入站语音、网络聊天、全渠道代理、社交媒体、电子邮件、消息传递等）、组织规模（大型组织、中小型组织）、部署模式（本地、混合和云）、行业（IT 和电信、银行、金融服务和保险、零售、医疗保健、政府、旅游和酒店、运输和物流、媒体和娱乐、教育、制造、能源和公用事业等）– 行业趋势和预测到 2029 年
市场分析和规模
根据 Salesforce, Inc. 开展的一项研究，大约 84% 的客户对公司体验的评价与对产品和服务的评价一样高。企业也意识到，更好的客户服务有助于提高利润。因此，企业正在积极实施联络中心解决方案，作为改善客户服务并促进市场增长的努力的一部分。企业已经认识到云计算和管理工具的价值。因此，全球许多企业都在专注于向基于云的联络中心转型。
Data Bridge Market Research 分析称，2021 年联络中心平台市场价值为 364.1 亿美元，到 2029 年将达到 11669.1 亿美元，预计在 2022 年至 2029 年的预测期内复合年增长率为 15.70%。除了市场价值、增长率、细分市场、地理覆盖范围、市场参与者和市场情景等市场洞察外，Data Bridge Market Research 团队策划的市场报告还包括深入的专家分析、进出口分析、定价分析、生产消费分析和 pestle 分析。
市场定义
呼叫中心平台使企业能够简化与客户之间的客户数据，从而更好地与客户建立联系，并帮助企业保持市场地位。
报告范围和市场细分
|
报告指标 |
细节 |
|
预测期 |
2022 至 2029 年 |
|
基准年 |
2021 |
|
历史岁月 |
2020（可定制为 2014 - 2019） |
|
定量单位 |
收入（百万美元）、销量（单位）、定价（美元） |
|
涵盖的领域 |
产品（软件和服务）、平台（外拨拨号器、入站语音、网络聊天、全渠道代理、社交媒体、电子邮件、消息传递等）、组织规模（大型组织、中小型组织）、部署模型（本地、混合和云）、行业（IT 和电信、银行、金融服务和保险、零售、医疗保健、政府、旅游和酒店、运输和物流、媒体和娱乐、教育、制造、能源和公用事业等） |
|
覆盖国家 |
U.S., Canada and Mexico in North America, Germany, France, U.K., Netherlands, Switzerland, Belgium, Russia, Italy, Spain, Turkey, Rest of Europe in Europe, China, Japan, India, South Korea, Singapore, Malaysia, Australia, Thailand, Indonesia, Philippines, Rest of Asia-Pacific (APAC) in the Asia-Pacific (APAC), Saudi Arabia, U.A.E, Israel, Egypt, South Africa, Rest of Middle East and Africa (MEA) as a part of Middle East and Africa (MEA), Brazil, Argentina and Rest of South America as part of South America. |
|
Market Players Covered |
NICE (UK), Genesys (US), Cisco Systems Inc (US), Avaya Inc(US), Five9 Inc (US), Talkdesk (US), Vonage (US), 8x8 Inc (US), Amazon Web Services, Inc. (US), Atos SE (France), ALE International (France), SAP SE (Sweden), Oracle (US), RingCentral Inc (US), IBM (US), Lifesize (US), Content Guru Limited (UK), Aspect Software Inc (US), Enghouse Interactive (US), 3CLogic (US), Ameyo (India), Verizon (US), Intrado Corporation (US), AT&T Intellectual Property (US), BT (UK), Twilio Inc (US), Vocalcom (France), NEC Corporation (Japan), Evolve IP LLC (US), Mitel Networks Corp (Canada), and ZTE Corporation (China) |
|
Market Opportunities |
|
Contact Center Platforms Market Dynamics
This section deals with understanding the market drivers, advantages, opportunities, restraints and challenges. All of this is discussed in detail as below:
- Increasing adoption of connected devices among enterprises
One of the major factors driving the growth of the call centre platforms market is the increasing adoption of connected devices among enterprises. For example, it has been estimated that there will be approximately 400 million IoT devices by the end of 2022, with a projected increase to 1.5 billion by 2029, accounting for approximately 70% of the wide-area category.
- Customer retention
The growing adoption of connected devices benefits call centre agents by allowing them to assist customers with as many devices as possible, allowing the company to retain their customers for a longer period of time.
Restraints
Inadequate network bandwidth in emerging economies limits the adoption of VoIP and cloud-based telephony; high costs and long-term contracts associated with PRI phone services; and the impact of IVR frauds and cyber-attacks on business operations are all major restraints on the growth of the contact centre platform market.
Opportunities
On the other hand, the constant transitions to cloud-based contact centers and high demand to analyze audio and video conversations in real time will create several opportunities that will lead to the growth of the contact center platforms market in the above mentioned forecast period.
This contact 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 contact 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 Development
- Five9 partnered with Conn3ct, a CX, unified communications, and network services communication provider, in December 2020 to use the latter's suite of communication channels to improve customer experiences and strengthen its foothold in EMEA.
- Cisco acquired BabbleLabs, a noise removal technology provider, in October 2020 to improve its platform's video meeting capabilities by leveraging BabbleLabs' expertise in noise removal and speech enhancements.
- NICE launched Real-Time Interaction Guidance, an interaction guidance solution powered by its AI platform—ENLIGHTEN—in July 2020. The solution, which is based on predictive behavioural models, aims to determine and score agent behaviours in order to improve sales opportunity identification and customer satisfaction.
Global Contact Center Platforms Market Scope
The contact center platforms market is segmented on the basis of offering, platform, organization size, deployment model and 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
- Services
Platform
- Outbound Dialer
- Inbound Voice
- Web Chat
- Omni-channel Agent
- Social Media
- Messaging
- Others
Organization Size
- Small
- Medium
- large
Deployment Model
- Cloud
- On premise
- Hybrid
End User
- IT and telecommunication
- Travel and Hospitality
- Transport and Logistics
- Energy and Utilities
- Education
- Manufacturing
- Government
- Banks and Financial Institution
- Others
Contact Center Platforms Market Regional Analysis/Insights
The contact center platforms market is analyzed and market size insights and trends are provided by country type, offering, platform, organization size, deployment model and industry as referenced above.
联络中心平台市场报告涵盖的国家包括北美的美国、加拿大和墨西哥、欧洲的德国、法国、英国、荷兰、瑞士、比利时、俄罗斯、意大利、西班牙、土耳其、欧洲其他地区、亚太地区的中国、日本、印度、韩国、新加坡、马来西亚、澳大利亚、泰国、印度尼西亚、菲律宾、亚太地区的亚太地区其他地区、沙特阿拉伯、阿联酋、以色列、埃及、南非、中东和非洲其他地区（MEA）、巴西、阿根廷和南美洲其他地区。
北美将占据最大的市场份额。云平台和大数据等新兴技术的接受度尚在初期。此外，该地区对接触式传感器技术的需求也在增加，以便通过优化出站和入站操作来提高整体生产力。这些因素预计将推动北美市场的发展。
报告的国家部分还提供了影响市场当前和未来趋势的各个市场影响因素和市场监管变化。下游和上游价值链分析、技术趋势和波特五力分析、案例研究等数据点是用于预测各个国家市场情景的一些指标。此外，在提供国家数据的预测分析时，还考虑了全球品牌的存在和可用性以及它们因来自本地和国内品牌的大量或稀缺竞争而面临的挑战、国内关税和贸易路线的影响。
竞争格局和联络中心平台市场份额分析
联络中心平台市场竞争格局按竞争对手提供详细信息。详细信息包括公司概况、公司财务状况、产生的收入、市场潜力、研发投资、新市场计划、全球影响力、生产基地和设施、生产能力、公司优势和劣势、产品发布、产品宽度和广度、应用主导地位。以上提供的数据点仅与公司对联络中心平台市场的关注有关。
联络中心平台市场的一些主要参与者包括：
- 尼斯（英国）
- Genesys (美国)
- 思科系统公司（美国）
- Avaya Inc（美国）
- Five9 Inc（美国）
- Talkdesk（美国）
- Vonage（美国）
- 8x8 Inc（美国）
- 亚马逊网络服务公司（美国）
- Atos SE (法国)
- ALE国际（法国）
- SAP SE（瑞典）
- 甲骨文 (美国)
- RingCentral Inc（美国）
- IBM（美国）
- Lifesize（美国）
- Content Guru Limited（英国）
- Aspect Software Inc（美国）
- Enghouse Interactive（美国）
- 3CLogic（美国）
- 阿美约（印度）
- Verizon（美国）
- Intrado Corporation（美国）
- AT&T 知识产权（美国）
- BT（英国）
- Twilio Inc（美国）
- Vocalcom (法国)
- NEC 公司 (日本)
- Evolve IP LLC（美国）
- Mitel Networks Corp（加拿大）
- 中兴通讯股份有限公司 (中国)
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研究方法
Data collection and base year analysis are done using data collection modules with large sample sizes. The stage includes obtaining market information or related data through various sources and strategies. It includes examining and planning all the data acquired from the past in advance. It likewise envelops the examination of information inconsistencies seen across different information sources. The market data is analysed and estimated using market statistical and coherent models. Also, market share analysis and key trend analysis are the major success factors in the market report. To know more, please request an analyst call or drop down your inquiry.
The key research methodology used by DBMR research team is data triangulation which involves data mining, analysis of the impact of data variables on the market and primary (industry expert) validation. Data models include Vendor Positioning Grid, Market Time Line Analysis, Market Overview and Guide, Company Positioning Grid, Patent Analysis, Pricing Analysis, Company Market Share Analysis, Standards of Measurement, Global versus Regional and Vendor Share Analysis. To know more about the research methodology, drop in an inquiry to speak to our industry experts.
可定制
Data Bridge Market Research is a leader in advanced formative research. We take pride in servicing our existing and new customers with data and analysis that match and suits their goal. The report can be customized to include price trend analysis of target brands understanding the market for additional countries (ask for the list of countries), clinical trial results data, literature review, refurbished market and product base analysis. Market analysis of target competitors can be analyzed from technology-based analysis to market portfolio strategies. We can add as many competitors that you require data about in the format and data style you are looking for. Our team of analysts can also provide you data in crude raw excel files pivot tables (Fact book) or can assist you in creating presentations from the data sets available in the report.
