雲端基礎客服中心的全球市場

Global Cloud-Based Contact Center Market

出版日期: 2021年12月10日 | 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。

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.

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