表紙
市場調查報告書
商品編碼
1043176

雲端基礎客服中心的全球市場

Global Cloud-Based Contact Center Market

出版日期: | 出版商: BCC Research | 英文 141 Pages | 訂單完成後即時交付

價格
  • 全貌
  • 簡介
  • 目錄
簡介

全球雲端基礎客服中心的市場規模,預計從2021年的140億美元到2026年達到433億美元,從2021年到2026年的預測期間的年複合成長率成為25.3%。

本報告提供全球雲端基礎客服中心市場相關調查分析,市場概要,市場分析,競爭情形,企業簡介等系統性資訊。

目錄

第1章 簡介

  • 概要
  • 調查的目標和目的
  • 進行這個調查的理由
  • 報告的範圍
  • 調查手法和資訊來源
  • 地理明細
  • 分析師的經歷
  • 自訂調查
  • 相關調查報告

第2章 彙整和亮點

第3章 市場概要

  • 簡介
  • 雲端基礎客服中心的未來
  • 市場動態
  • 促進因素
  • 阻礙因素
  • COVID-19對全球雲端基礎客服中心市場的影響
  • 解決方案的發展
  • 投資
  • 事業聯盟
  • 產品銷售
  • 免費試用

第4章 市場明細:各零件

  • 概要
  • 解決方案
  • 自動接收分配
  • 代理商效能的最佳化
  • 撥號器
  • 互動式語音應答
  • 電腦語音通信的整合
  • 分析與報告
  • 服務
  • 專業服務
  • 管理服務

第5章 市場明細:各部署模式

  • 概要
  • 公共雲端
  • 私有雲端
  • 混合雲端

第6章 市場明細:各組織規模

  • 概要
  • 大企業
  • 中小企業

第7章 市場明細:各終端用戶產業

  • 概要
  • 銀行,金融服務,及保險
  • IT和電信
  • 媒體和娛樂
  • 零售及消費者
  • 物流與運輸
  • 醫療保健
  • 其他的終端用戶產業

第8章 市場明細:各地區

  • 概要
  • 北美
  • 歐洲
  • 亞太地區
  • 南美
  • 中東和非洲

第9章 競爭情形

  • 市場排行榜
  • 策略性分析
  • 產品的革新
  • 事業聯盟和夥伴關係
  • 收購和市場擴大

第10章 企業簡介

  • 1STREAM INC.
  • 3CLOGIC INC.
  • 8X8 INC.
  • AMAZON WEB SERVICES INC.
  • AVAYA INC.
  • AVOXI INC.
  • CISCO SYSTEMS INC.
  • FIVE9 INC.
  • GENESYS TELECOMMUNICATIONS LABORATORIES INC.
  • MITEL NETWORKS CORP.
  • NICE INCONTACT INC.
  • ORACLE CORP.
  • RINGCENTRAL INC.
  • TELEFORGE CORP.

第11章 附錄:縮寫的清單

目錄
Product Code: IFT239A

Highlights:

The global cloud-based contact center market should reach $43.3 billion by 2026 from $14.0 billion in 2021 at a compound annual growth rate (CAGR) of 25.3% for the forecast period of 2021 to 2026.

The North American cloud-based contact center market is expected to grow from $3.8 billion in 2021 to $11.3 billion in 2026 at a CAGR of 24.1% for the forecast period of 2021 to 2026.

The Asia-Pacific cloud-based contact center market is expected to grow from $5.2 billion in 2021 to $16.9 billion in 2026 at a CAGR of 26.3% for the forecast period of 2021 to 2026.

Report Scope:

The report provides an overview of the global cloud-based contact center market and analyzes market trends. The report provides estimated market data for the forecast period from 2021 through 2026, with 2020 serving as the base year. Revenue forecasts for this period are segmented based on component, deployment mode, organization size, end-user industry and region. Market values have been estimated based on the total segmental revenue of the solutions and services offered aimed at improving contact center operations.

The report covers the market for cloud-based contact center solutions with regards to their deployment across different regions. It also focuses on the major trends and challenges that affect the market and the vendor landscape.

Report Includes:

  • 50 data tables and 31 additional tables
  • An overview of the global cloud-based contact center market
  • Estimation of the market size and analyses of global market trends, with data from 2020, estimates for 2021, 2022, 2024 and projections of compound annual growth rates (CAGRs) through 2026
  • Highlights of the market potential for cloud-based contact center market based on component, deployment mode, organization size, end-user industry and region
  • Identification of market drivers, restraints and other forces impacting the global market and evaluation of current market size and forecast, and assessment of new developments in the industry
  • Market share analysis of the key companies of the industry and coverage of their proprietary technologies, strategic alliances and other key market strategies
  • Comprehensive company profiles of the leading players, including 1Stream Inc., Amazon Web Services Inc., Five9 Inc., Oracle Corp. and Teleforge Corp.

Table of Contents

Chapter 1 Introduction

  • Overview
  • Study Goals and Objectives
  • Reasons for Doing This Study
  • Scope of Report
  • Methodology and Information Sources
  • Geographic Breakdown
  • Analyst's Credentials
  • BCC Custom Research
  • Related BCC Research Reports

Chapter 2 Summary and Highlights

Chapter 3 Market Overview

  • Introduction
  • Future of Cloud-Based Contact Centers
  • Market Dynamics
  • Drivers
  • Restraints
  • Impact of COVID-19 on the Global Market for Cloud-Based Contact Centers
  • Solution Deployments
  • Investments
  • Collaborations
  • Product Launches
  • Free Trials

Chapter 4 Market Breakdown by Component

  • Overview
  • Solutions
  • Automatic Call Distribution
  • Agent Performance Optimization
  • Dialers
  • Interactive Voice Response
  • Computer Telephony Integration
  • Analytics and Reporting
  • Services
  • Professional Services
  • Managed Services

Chapter 5 Market Breakdown by Deployment Mode

  • Overview
  • Public Cloud
  • Private Cloud
  • Hybrid Cloud

Chapter 6 Market Breakdown by Organization Size

  • Overview
  • Large Enterprises
  • Small and Medium-Sized Enterprises

Chapter 7 Market Breakdown by End-User Industry

  • Overview
  • Banking, Financial Services and Insurance (BFSI)
  • IT and Telecom
  • Media and Entertainment
  • Retail and Consumer
  • Logistics and Transport
  • Healthcare
  • Other End-User Industries

Chapter 8 Market Breakdown by Region

  • Overview
  • North America
  • Europe
  • Asia-Pacific
  • South America
  • Middle East and Africa

Chapter 9 Competitive Landscape

  • Market Ranking
  • Strategic Analysis
  • Product Innovations
  • Collaborations and Partnerships
  • Acquisitions and Market Expansions

Chapter 10 Company Profiles

  • 1STREAM INC.
  • 3CLOGIC INC.
  • 8X8 INC.
  • AMAZON WEB SERVICES INC.
  • AVAYA INC.
  • AVOXI INC.
  • CISCO SYSTEMS INC.
  • FIVE9 INC.
  • GENESYS TELECOMMUNICATIONS LABORATORIES INC.
  • MITEL NETWORKS CORP.
  • NICE INCONTACT INC.
  • ORACLE CORP.
  • RINGCENTRAL INC.
  • TELEFORGE CORP.

Chapter 11 Appendix: List of Acronyms

List of Tables

  • Summary Table : Global Market for Cloud-Based Contact Centers, by Region, Through 2026
  • Table 1 : Business Terms to Expect for an On-Premises Call Center Facility
  • Table 2 : Global Market for Cloud-Based Contact Centers, by Component, Through 2026
  • Table 3 : Global Market for Cloud-Based Contact Center Solutions, by Type, Through 2026
  • Table 4 : Global Market for Cloud-Based Contact Center Solutions, by Region, Through 2026
  • Table 5 : Global Market for Cloud-Based Contact Center Services, by Type, Through 2026
  • Table 6 : Global Market for Cloud-Based Contact Center Services, by Region, Through 2026
  • Table 7 : Global Market for Cloud-Based Contact Centers, by Deployment Mode, Through 2026
  • Table 8 : Global Market for Public Cloud-Based Contact Centers, by Region, Through 2026
  • Table 9 : Global Market for Private Cloud-Based Contact Centers, by Region, Through 2026
  • Table 10 : Global Market for Hybrid Cloud-Based Contact Centers, by Region, Through 2026
  • Table 11 : Global Market for Cloud-Based Contact Centers, by Organization Size, Through 2026
  • Table 12 : Global Market for Cloud-Based Contact Centers for Large Enterprises, by Region, Through 2026
  • Table 13 : Global Market for Cloud-Based Contact Centers for SMEs, by Region, Through 2026
  • Table 14 : Global Market for Cloud-Based Contact Centers, by End-User Industry, Through 2026
  • Table 15 : Global Market for Cloud-Based Contact Centers in BFSI, by Region, Through 2026
  • Table 16 : Global Market for Cloud-Based Contact Centers in IT and Telecom, by Region, Through 2026
  • Table 17 : Global Market for Cloud-Based Contact Centers in Media and Entertainment, by Region, Through 2026
  • Table 18 : Global Market for Cloud-Based Contact Centers in Retail and Consumer, by Region, Through 2026
  • Table 19 : Global Market for Cloud-Based Contact Centers in Logistics and Transport, by Region, Through 2026
  • Table 20 : Global Market for Cloud-Based Contact Centers in Healthcare, by Region, Through 2026
  • Table 21 : Global Market for Cloud-Based Contact Centers in Other End-User Industries, by Region, Through 2026
  • Table 22 : Global Market for Cloud-Based Contact Centers, by Region, Through 2026
  • Table 23 : North American Market for Cloud-Based Contact Centers, by Component, Through 2026
  • Table 24 : North American Market for Cloud-Based Contact Centers, by Deployment Mode, Through 2026
  • Table 25 : North American Market for Cloud-Based Contact Centers, by Organization Size, Through 2026
  • Table 26 : North American Market for Cloud-Based Contact Centers, by End-user Industry, Through 2026
  • Table 27 : European Market for Cloud-Based Contact Centers, by Component, Through 2026
  • Table 28 : European Market for Cloud-Based Contact Centers, by Deployment Mode, Through 2026
  • Table 29 : European Market for Cloud-Based Contact Centers, by Organization Size, Through 2026
  • Table 30 : European Market for Cloud-Based Contact Centers, by End-User Industry, Through 2026
  • Table 31 : Asia-Pacific Market for Cloud-Based Contact Centers, by Component, Through 2026
  • Table 32 : Asia-Pacific Market for Cloud-Based Contact Centers, by Deployment Mode, Through 2026
  • Table 33 : Asia-Pacific Market for Cloud-Based Contact Centers, by Organization Size, Through 2026
  • Table 34 : Asia-Pacific Market for Cloud-Based Contact Centers, by End-User Industry, Through 2026
  • Table 35 : South American Market for Cloud-Based Contact Centers, by Component, Through 2026
  • Table 36 : South American Market for Cloud-Based Contact Centers, by Deployment Mode, Through 2026
  • Table 37 : South American Market for Cloud-Based Contact Centers, by Organization Size, Through 2026
  • Table 38 : South American Market for Cloud-Based Contact Centers, by End-User Industry, Through 2026
  • Table 39 : Middle East and African Market for Cloud-Based Contact Centers, by Component, Through 2026
  • Table 40 : Middle East and African Market for Cloud-Based Contact Centers, by Deployment Mode, Through 2026
  • Table 41 : Middle East and African Market for Cloud-Based Contact Centers, by Organization Size, Through 2026
  • Table 42 : Middle East and African Market for Cloud-Based Contact Centers, by End-User Industry, Through 2026
  • Table 43 : Top Cloud-Based Contact Center Providers, 2020
  • Table 44 : Product Innovations in the Global Market for Cloud-Based Contact Centers, May 2020 to November 2021
  • Table 45 : Collaborations and Partnerships in the Global Market for Cloud-Based Contact Centers, May 2020 to November 2021
  • Table 46 : Acquisitions and Market Expansions in the Global Market for Cloud-based Contact Centers, April 2020 to July 2021
  • Table 47 : 1Stream Inc.: Cloud-Based Contact Center Offerings
  • Table 48 : 3Clogic Inc.: Cloud-based Contact Center Offerings
  • Table 49 : 3Clogic Inc.: Recent Developments, 2020
  • Table 50 : 8X8 Inc.: Recent Financial Performance, 2019-2021
  • Table 51 : 8X8 Inc.: Cloud-Based Contact Center Offerings
  • Table 52 : 8X8 Inc.: Recent Developments, 2021
  • Table 53 : Amazon Web Services Inc.: Recent Financial Performance, 2018-2020
  • Table 54 : Amazon Web Services Inc.: Cloud-Based Contact Center Offerings
  • Table 55 : Amazon Web Services Inc.: Recent Developments, 2020
  • Table 56 : Avaya Inc.: Recent Financial Performance, 2018-2020
  • Table 57 : Avaya Inc.: Cloud-Based Contact Center Offerings
  • Table 58 : Avaya Inc.: Recent Developments, 2020
  • Table 59 : Avoxi Inc.: Cloud-Based Contact Center Offerings
  • Table 60 : Avoxi Inc.: Recent Developments, 2020
  • Table 61 : Cisco Systems Inc.: Recent Financial Performance, 2018-2020
  • Table 62 : Cisco Systems Inc.: Cloud-Based Contact Center Offerings
  • Table 63 : Cisco Systems Inc.: Recent Developments, 2020 and 2021
  • Table 64 : Five9 Inc.: Recent Financial Performance, 2018-2020
  • Table 65 : Five9 Inc.: Cloud-Based Contact Center Offerings
  • Table 66 : Five9 Inc.: Recent Developments, 2020
  • Table 67 : Genesys Telecommunications Laboratories Inc.: Cloud-Based Contact Center Offerings
  • Table 68 : Genesys Telecommunications Laboratories Inc.: Recent Developments, 2020 and 2021
  • Table 69 : Mitel Networks Corp.: Cloud-Based Contact Center Offerings
  • Table 70 : Mitel Networks Corp.: Recent Developments, 2020
  • Table 71 : Nice inContact Inc.: Recent Financial Performance, 2018-2020
  • Table 72 : Nice inContact Inc.: Cloud-Based Contact Center Offerings
  • Table 73 : Nice inContact Inc.: Recent Developments, 2020 and 2021
  • Table 74 : Oracle Corp.: Recent Financial Performance, 2019-2021
  • Table 75 : Oracle Corp.: Cloud-Based Contact Center Offerings
  • Table 76 : RingCentral Inc.: Recent Financial Performance, 2018-2020
  • Table 77 : RingCentral Inc.: Cloud-Based Contact Center Offerings
  • Table 78 : RingCentral Inc.: Recent Developments, 2020 and 2021
  • Table 79 : Teleforge Corp.: Cloud-Based Contact Center Offerings
  • Table 80 : Acronyms Used in This Report

List of Figures

  • Summary Figure : Global Market Shares of Cloud-Based Contact Centers, by Region, 2020
  • Figure 1 : Global Market Shares of Cloud-Based Contact Centers, by Component, 2020
  • Figure 2 : Global Market Shares of Cloud-Based Contact Centers Solutions, by Type, 2020
  • Figure 3 : Global Market Shares of Cloud-Based Contact Center Solutions, by Region, 2020
  • Figure 4 : Global Market for Automatic Call Distribution in Cloud-Based Contact Centers, 2020-2026
  • Figure 5 : Global Market for Agent Performance Optimization in Cloud-Based Contact Centers, 2020-2026
  • Figure 6 : Global Market for Dialers in Cloud-Based Contact Centers, 2020-2026
  • Figure 7 : Global Market for Interactive Voice Response in Cloud-Based Contact Centers, 2020-2026
  • Figure 8 : Global Market for Computer Telephony Integration in Cloud-Based Contact Centers, 2020-2026
  • Figure 9 : Global Market for Analytics and Reporting in Cloud-Based Contact Centers, 2020-2026
  • Figure 10 : Global Market Shares of Cloud-Based Contact Center Services, by Type, 2020
  • Figure 11 : Global Market Shares of Cloud-Based Contact Center Services, by Region, 2020
  • Figure 12 : Global Market for Professional Services in Cloud-Based Contact Centers, 2020-2026
  • Figure 13 : Global Market for Managed Services in Cloud-Based Contact Centers, 2020-2026
  • Figure 14 : Global Market Shares of Cloud-Based Contact Centers, by Deployment Mode, 2020
  • Figure 15 : Global Market Shares of Public Cloud-Based Contact Centers, by Region, 2020
  • Figure 16 : Global Market Shares of Private Cloud-Based Contact Centers, by Region, 2020
  • Figure 17 : Global Market Shares of Hybrid Cloud-Based Contact Centers, by Region, 2020
  • Figure 18 : Global Market Shares of Cloud-Based Contact Centers, by Organization Size, 2020
  • Figure 19 : Global Market Shares of Cloud-Based Contact Centers for Large Enterprises, by Region, 2020
  • Figure 20 : Estimated Number of SMEs, Worldwide, 2015-2020
  • Figure 21 : Global Market Shares of Cloud-Based Contact Centers for SMEs, by Region, 2020
  • Figure 22 : Global Market Shares of Cloud-Based Contact Centers, by End-User Industry, 2020
  • Figure 23 : Global Market Shares of Cloud-Based Contact Centers in BFSI, by Region, 2020
  • Figure 24 : Global Market Shares of Cloud-Based Contact Centers in IT and Telecom, by Region, 2020
  • Figure 25 : Global Market Shares of Cloud-Based Contact Centers in Media and Entertainment, by Region, 2020
  • Figure 26 : Global Market Shares of Cloud-Based Contact Centers in Retail and Consumer, by Region, 2020
  • Figure 27 : Global Market Shares of Cloud-Based Contact Centers in Logistics and Transport, by Region, 2020
  • Figure 28 : Global Market Shares of Cloud-Based Contact Centers in Healthcare, by Region, 2020
  • Figure 29 : Global Market Shares of Cloud-Based Contact Centers in Other End-User Industries, by Region, 2020
  • Figure 30 : Global Market Shares of Cloud-Based Contact Centers, by Region, 2020
  • Figure 31 : Number of Jobs Created in the U.S. Call Center Industry, by Region, 2017-2020
  • Figure 32 : North American Market Shares of Cloud-Based Contact Centers, by Component, 2020
  • Figure 33 : North American Market Shares of Cloud-Based Contact Centers, by Deployment Mode, 2020
  • Figure 34 : North American Market Shares of Cloud-Based Contact Centers, by Organization Size, 2020
  • Figure 35 : North American Market Shares of Cloud-Based Contact Centers, by End-User Industry, 2020
  • Figure 36 : Number of Small and Medium Enterprises (SME) in European Union, 2018-2021
  • Figure 37 : European Market Shares of Cloud-Based Contact Centers, by Component, 2020
  • Figure 38 : European Market Shares of Cloud-Based Contact Centers, by Deployment Mode, 2020
  • Figure 39 : European Market Shares of Cloud-Based Contact Centers, by Organization Size, 2020
  • Figure 40 : European Market Shares of Cloud-Based Contact Centers, by End-User Industry, 2020
  • Figure 41 : Asia-Pacific Market Shares of Cloud-Based Contact Centers, by Component, 2020
  • Figure 42 : Asia-Pacific Market Shares of Cloud-Based Contact Centers, by Deployment Mode, 2020
  • Figure 43 : Asia-Pacific Market Shares of Cloud-Based Contact Centers, by Organization Size, 2020
  • Figure 44 : Asia-Pacific Market Shares of Cloud-Based Contact Centers, by End-User Industry, 2020
  • Figure 45 : South American Market Shares of Cloud-Based Contact Centers, by Component, 2020
  • Figure 46 : South American Market Shares of Cloud-Based Contact Centers, by Deployment Mode, 2020
  • Figure 47 : South American Market Shares of Cloud-Based Contact Centers, by Organization Size, 2020
  • Figure 48 : South American Market Shares of Cloud-Based Contact Centers, by End-User Industry, 2020
  • Figure 49 : Middle East and African Market Shares of Cloud-Based Contact Centers, by Component, 2020
  • Figure 50 : Middle East and African Market Shares of Cloud-Based Contact Centers, by Deployment Mode, 2020
  • Figure 51 : Middle East and African Market Shares of Cloud-Based Contact Centers, by Organization Size, 2020
  • Figure 52 : Middle East and African Market Shares of Cloud-Based Contact Centers, by End-User Industry, 2020
  • Figure 53 : 8X8 Inc.: Revenue Share, by Business Segment, 2021
  • Figure 54 : 8X8 Inc.: Revenue Share, by Region, 2021
  • Figure 55 : Amazon Web Services Inc.: Revenue Share, by Country, 2020
  • Figure 56 : Amazon Web Services Inc.: Revenue Share, by Product Portfolio, 2020
  • Figure 57 : Avaya Inc.: Revenue Share, by Business Segment, 2020
  • Figure 58 : Avaya Inc.: Revenue Share, by Region, 2020
  • Figure 59 : Cisco Systems Inc.: Revenue Share, by Segment, 2020
  • Figure 60 : Cisco Systems Inc.: Revenue Share, by Region, 2020
  • Figure 61 : Five9 Inc.: Revenue Share, by Region, 2020
  • Figure 62 : Nice inContact Inc.: Revenue Share, by Operating Segment, 2020
  • Figure 63 : Nice inContact Inc.: Revenue Share, by Region, 2020
  • Figure 64 : Oracle Corp.: Revenue Share, by Operating Segment, 2021
  • Figure 65 : Oracle Corp.: Revenue Share, by Region, 2021
  • Figure 66 : RingCentral Inc.: Revenue Share, by Operating Segment, 2020
  • Figure 67 : RingCentral Inc.: Revenue Share, by Region, 2020