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市場調查報告書
商品編碼
1105565

雲端基礎客服中心的全球市場規模調查:各零件，各部署模式，各組織規模，各業界，各地區預測(2022年～2028年)

Global Cloud-Based Contact Center Market Size study, byComponent, by Deployment Mode, by Organization Size, by Verticals and Regional Forecasts 2022-2028
出版日期: | 出版商: Bizwit Research & Consulting LLP | 英文 | 商品交期: 2-3個工作天內

價格

全球雲端基礎客服中心的市場規模，2021年約135億美金，在預測期間(2022年～2028年)中預計以26％以上的年複合成長率成長。

擴大的技術進步促進雲端基礎客服中心市場成長。但，雲端基礎服務有許多特有的安全性問題，抑制市場成長。

本報告提供全球雲端基礎客服中心市場相關調查分析，市場市場動態，產業分析，市場分析，競爭資訊等系統性資訊。

目錄

第1章 摘要整理

第2章 全球雲端基礎客服中心市場定義和範圍

第3章 全球雲端基礎客服中心市場動態

  • 雲端基礎客服中心市場影響分析(2020年～2028年)

第4章 全球雲端基礎客服中心市場產業分析

  • 波特的五力分析
  • PEST分析
  • 投資採用模式
  • 分析師的推薦事項與結論
  • 最高的投資機會
  • 主要成功策略

第5章 風險評估:COVID-19影響

  • COVID-19帶給產業整體影響的評估
  • COVID-19前和COVID-COVID-19後的市場情境

第6章 全球雲端基礎客服中心市場:各零件

  • 市場概述
  • 全球雲端基礎客服中心市場成果-潛在分析:各零件
  • 全球雲端基礎客服中心市場估計與預測(10億美元)(2018年～2028年):各零件
  • 雲端基礎客服中心市場，子區隔分析
    • 解決方案
    • 服務

第7章 全球雲端基礎客服中心市場:各部署模式

  • 市場概述
  • 全球雲端基礎客服中心市場成果-潛在分析:各部署模式
  • 全球雲端基礎客服中心市場估計與預測(10億美元)(2018年～2028年):各部署模式
  • 雲端基礎客服中心市場，子區隔分析
    • 私有雲端
    • 公共雲端

第8章 全球雲端基礎客服中心市場:各組織規模

  • 市場概述
  • 全球雲端基礎客服中心市場成果-潛在分析:各組織規模
  • 全球雲端基礎客服中心市場估計與預測(10億美元)(2018年～2028年):各組織規模
  • 雲端基礎客服中心市場，子區隔分析
    • 中小企業
    • 大企業

第9章 全球雲端基礎客服中心市場:各業界

  • 市場概述
  • 全球雲端基礎客服中心市場成果-潛在分析:各業界
  • 全球雲端基礎客服中心市場估計與預測(10億美元)(2018年～2028年):各業界
  • 雲端基礎客服中心市場，子區隔分析
    • 銀行，金融服務，及保險
    • 電訊
    • IT及ITES
    • 政府及公共部門
    • 零售及消費品
    • 製造
    • 能源及公共產業
    • 媒體及娛樂
    • 醫療及生命科學
    • 其他

第10章 全球雲端基礎客服中心市場，地區分析

  • 地區的市場概述
  • 北美
    • 美國
    • 加拿大
  • 歐洲概述
    • 英國
    • 德國
    • 法國
    • 西班牙
    • 義大利
    • 其他的歐洲
  • 亞太地區概述
    • 中國
    • 印度
    • 日本
    • 澳洲
    • 韓國
    • 其他的亞太地區
  • 南美概述
    • 巴西
    • 墨西哥
  • 全球其他地區

第11章 競爭資訊

  • 主要市場策略
  • 企業簡介
    • NICE
    • Genesys
    • Five9
    • Vonage
    • Talkdesk
    • 8x8
    • Cisco
    • Avaya
    • Serenova
    • Content Guru

第12章 調查流程

Global Cloud-Based Contact Center Market is valued at approximately USD 13.5 billion in 2021 and is anticipated to grow with a healthy growth rate of more than 26% over the forecast period 2022-2028.A cloud-based contact centre is typically a full suite of cloud-hosted contact centre services, tools, and applications. These are typically implemented in businesses that need multiple communication channels (including voice, email, social media, and the web), agent management, sophisticated call routing, and analytics. Since the COVID-19 pandemic, businesses are choosing cloud-based contact centres more and more often in order to manage inbound and outbound customer communications efficiently and to provide flexibility in managing customer service operations with the help of remote workers.Multi-channel customer contacts are increasingly in demand, which guarantees effective customer service delivery. In order to enhance user experience and maintain competitiveness in the rapidly evolving market environment, businesses all over the world are making committed investments in AI and ML technologies.The market for cloud-based call centres is being shaped by expanding technological advancements. To improve their competitiveness in the market, major companies involved in the cloud-based call centre industry are concentrating on creating technological solutions for these facilities. For instance, TechSee, a US-based technology and technical support company with a focus on augmented reality and visual technology introduced TechSee Smart in July 2019 using artificial intelligence technology. Now, a customer calling from their smartphone can send still images or videos to the contact centre, which are then examined by the TechSee Smart platform to identify the product model and the problem's origin.However, cloud-based services present numerous particular security problems and difficulties which may hinder the market growth. There is poor visibility and little control over data stored in the cloud with a third-party provider because the provider can access the data.

The key regions considered for the global Cloud-Based Contact Center marketstudy includeAsia Pacific, North America, Europe, Latin America, and Rest of the World.The market for cloud-based contact centres is largely driven by North America. When it comes to the adoption of cloud-based contact centre solutions across the major industries, this region is a very open and competitive market. It is especially receptive to embracing the most recent technological advancements. Whereas, during the forecast period, Asia Pacific is anticipated to experience the fastest growth owing to significant adoption of cloud based solutions along with on going digitalization in the region.

Major market players included in this report are:

NICE

Genesys

Five9

Vonage

Talkdesk

8x8

Cisco

Avaya

Serenova

Content Guru

Alvaria

RingCentral

The objective of the study is to define market sizes of different segments & countries in recent years and to forecast the values to the coming eight years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within each of the regions and countries involved in the study. Furthermore, the report also caters the detailed information about the crucial aspects such as driving factors & challenges which will define the future growth of the market. Additionally, the report shall also incorporate available opportunities in micro markets for stakeholders to invest along with the detailed analysis of competitive landscape and product offerings of key players. The detailed segments and sub-segment of the market are explained below:

ByComponent:

Solutions

Services

By Deployment Mode:

Private cloud

Public cloud

By Organisation Size:

SMEs

Large Enterprises

ByVerticals:

Banking, Financial Services, And Insurance

Telecommunications

IT and Ites

Government and Public Sector

Retail and consumer goods

Manufacturing

Energy and utilities

Media and entertainment

Healthcare and Life Sciences

Other Verticals

By Region:

North America

U.S.

Canada

Europe

UK

Germany

France

Spain

Italy

ROE

Asia Pacific

China

India

Japan

Australia

South Korea

RoAPAC

Latin America

Brazil

Mexico

Rest of the World

Furthermore, years considered for the study are as follows:

Historical year - 2018, 2019, 2020

Base year - 2021

Forecast period - 2022 to 2028

Target Audience of the Global Cloud-Based Contact Center Market in Market Study:

Key Consulting Companies & Advisors

Large, medium-sized, and small enterprises

Venture capitalists

Value-Added Resellers (VARs)

Third-party knowledge providers

Investment bankers

Investors

Table of Contents

Chapter 1. Executive Summary

  • 1.1. Market Snapshot
  • 1.2. Global & Segmental Market Estimates & Forecasts, 2020-2028 (USD Billion)
    • 1.2.1. Cloud-Based Contact Center Market, by Region, 2020-2028 (USD Billion)
    • 1.2.2. Cloud-Based Contact Center Market, by Component, 2020-2028 (USD Billion)
    • 1.2.3. Cloud-Based Contact Center Market, by Deployment Mode, 2020-2028 (USD Billion)
    • 1.2.4. Cloud-Based Contact Center Market, by Organisation Size, 2020-2028 (USD Billion)
    • 1.2.5. Cloud-Based Contact Center Market, by Verticals, 2020-2028 (USD Billion)
  • 1.3. Key Trends
  • 1.4. Estimation Methodology
  • 1.5. Research Assumption

Chapter 2. Global Cloud-Based Contact Center Market Definition and Scope

  • 2.1. Objective of the Study
  • 2.2. Market Definition & Scope
    • 2.2.1. Scope of the Study
    • 2.2.2. Industry Evolution
  • 2.3. Years Considered for the Study
  • 2.4. Currency Conversion Rates

Chapter 3. Global Cloud-Based Contact Center Market Dynamics

  • 3.1. Cloud-Based Contact Center Market Impact Analysis (2020-2028)
    • 3.1.1. Market Drivers
      • 3.1.1.1. Rising adoption of SMAC technologies
      • 3.1.1.2. Role of social media in cloud-based contact center operations
    • 3.1.2. Market Challenges
      • 3.1.2.1. Inadequate network bandwidth in emerging economies
    • 3.1.3. Market Opportunities
      • 3.1.3.1. Enhanced customer experience to increase cloud-based contact center adoption

Chapter 4. Global Cloud-Based Contact Center Market Industry Analysis

  • 4.1. Porter's 5 Force Model
    • 4.1.1. Bargaining Power of Suppliers
    • 4.1.2. Bargaining Power of Buyers
    • 4.1.3. Threat of New Entrants
    • 4.1.4. Threat of Substitutes
    • 4.1.5. Competitive Rivalry
    • 4.1.6. Futuristic Approach to Porter's 5 Force Model (2018-2028)
  • 4.2. PEST Analysis
    • 4.2.1. Political
    • 4.2.2. Economical
    • 4.2.3. Social
    • 4.2.4. Technological
  • 4.3. Investment Adoption Model
  • 4.4. Analyst Recommendation & Conclusion
  • 4.5. Top investment opportunity
  • 4.6. Top winning strategies

Chapter 5. Risk Assessment: COVID-19 Impact

    • 5.1.1. Assessment of the overall impact of COVID-19 on the industry
    • 5.1.2. Pre COVID-19 and post COVID-19 market scenario

Chapter 6. Global Cloud-Based Contact Center Market, by Component

  • 6.1. Market Snapshot
  • 6.2. Global Cloud-Based Contact Center Market by Component, Performance - Potential Analysis
  • 6.3. Global Cloud-Based Contact Center Market Estimates & Forecasts by Component, 2018-2028 (USD Billion)
  • 6.4. Cloud-Based Contact Center Market, Sub Segment Analysis
    • 6.4.1. Solutions
    • 6.4.2. Services

Chapter 7. Global Cloud-Based Contact Center Market, by Deployment Mode

  • 7.1. Market Snapshot
  • 7.2. Global Cloud-Based Contact Center Market by Deployment Mode, Performance - Potential Analysis
  • 7.3. Global Cloud-Based Contact Center Market Estimates & Forecasts by Deployment Mode, 2018-2028 (USD Billion)
  • 7.4. Cloud-Based Contact Center Market, Sub Segment Analysis
    • 7.4.1. Private cloud
    • 7.4.2. Public cloud

Chapter 8. Global Cloud-Based Contact Center Market, by Organisation Size

  • 8.1. Market Snapshot
  • 8.2. Global Cloud-Based Contact Center Market by Organisation Size, Performance - Potential Analysis
  • 8.3. Global Cloud-Based Contact Center Market Estimates & Forecasts by Organisation Size, 2018-2028 (USD Billion)
  • 8.4. Cloud-Based Contact Center Market, Sub Segment Analysis
    • 8.4.1. SMEs
    • 8.4.2. Large Enterprises

Chapter 9. Global Cloud-Based Contact Center Market, by Verticals

  • 9.1. Market Snapshot
  • 9.2. Global Cloud-Based Contact Center Market by Verticals, Performance - Potential Analysis
  • 9.3. Global Cloud-Based Contact Center Market Estimates & Forecasts by Verticals, 2018-2028 (USD Billion)
  • 9.4. Cloud-Based Contact Center Market, Sub Segment Analysis
    • 9.4.1. Banking, Financial Services, And Insurance
    • 9.4.2. Telecommunications
    • 9.4.3. IT and Ites
    • 9.4.4. Government and Public Sector
    • 9.4.5. Retail and consumer goods
    • 9.4.6. Manufacturing
    • 9.4.7. Energy and utilities
    • 9.4.8. Media and entertainment
    • 9.4.9. Healthcare and Life Sciences
    • 9.4.10. Other Verticals

Chapter 10. Global Cloud-Based Contact Center Market, Regional Analysis

  • 10.1. Cloud-Based Contact Center Market, Regional Market Snapshot
  • 10.2. North America Cloud-Based Contact Center Market
    • 10.2.1. U.S. Cloud-Based Contact Center Market
      • 10.2.1.1. Component breakdown estimates & forecasts, 2018-2028
      • 10.2.1.2. Deployment Mode breakdown estimates & forecasts, 2018-2028
      • 10.2.1.3. Organisation Size breakdown estimates & forecasts, 2018-2028
      • 10.2.1.4. Verticals breakdown estimates & forecasts, 2018-2028
    • 10.2.2. Canada Cloud-Based Contact Center Market
  • 10.3. Europe Cloud-Based Contact Center Market Snapshot
    • 10.3.1. U.K. Cloud-Based Contact Center Market
    • 10.3.2. Germany Cloud-Based Contact Center Market
    • 10.3.3. France Cloud-Based Contact Center Market
    • 10.3.4. Spain Cloud-Based Contact Center Market
    • 10.3.5. Italy Cloud-Based Contact Center Market
    • 10.3.6. Rest of Europe Cloud-Based Contact Center Market
  • 10.4. Asia-Pacific Cloud-Based Contact Center Market Snapshot
    • 10.4.1. China Cloud-Based Contact Center Market
    • 10.4.2. India Cloud-Based Contact Center Market
    • 10.4.3. Japan Cloud-Based Contact Center Market
    • 10.4.4. Australia Cloud-Based Contact Center Market
    • 10.4.5. South Korea Cloud-Based Contact Center Market
    • 10.4.6. Rest of Asia Pacific Cloud-Based Contact Center Market
  • 10.5. Latin America Cloud-Based Contact Center Market Snapshot
    • 10.5.1. Brazil Cloud-Based Contact Center Market
    • 10.5.2. Mexico Cloud-Based Contact Center Market
  • 10.6. Rest of The World Cloud-Based Contact Center Market

Chapter 11. Competitive Intelligence

  • 11.1. Top Market Strategies
  • 11.2. Company Profiles
    • 11.2.1. NICE
      • 11.2.1.1. Key Information
      • 11.2.1.2. Overview
      • 11.2.1.3. Financial (Subject to Data Availability)
      • 11.2.1.4. Deployment ModeSummary
      • 11.2.1.5. Recent Developments
    • 11.2.2. Genesys
    • 11.2.3. Five9
    • 11.2.4. Vonage
    • 11.2.5. Talkdesk
    • 11.2.6. 8x8
    • 11.2.7. Cisco
    • 11.2.8. Avaya
    • 11.2.9. Serenova
    • 11.2.10. Content Guru

Chapter 12. Research Process

  • 12.1. Research Process
    • 12.1.1. Data Mining
    • 12.1.2. Analysis
    • 12.1.3. Market Estimation
    • 12.1.4. Validation
    • 12.1.5. Publishing
  • 12.2. Research Attributes
  • 12.3. Research Assumption

LIST OF TABLES

  • TABLE 1. Global Cloud-Based Contact Center Market, report scope
  • TABLE 2. Global Cloud-Based Contact Center Market estimates & forecasts by Region 2018-2028 (USDBillion)
  • TABLE 3. Global Cloud-Based Contact Center Market estimates & forecasts by Component 2018-2028 (USDBillion)
  • TABLE 4. Global Cloud-Based Contact Center Market estimates & forecasts by Deployment Mode 2018-2028 (USDBillion)
  • TABLE 5. Global Cloud-Based Contact Center Market estimates & forecasts by Organisation Size 2018-2028 (USDBillion)
  • TABLE 6. Global Cloud-Based Contact Center Market estimates & forecasts by Verticals 2018-2028 (USDBillion)
  • TABLE 7. Global Cloud-Based Contact Center Market by segment, estimates & forecasts, 2018-2028 (USDBillion)
  • TABLE 8. Global Cloud-Based Contact Center Market by region, estimates & forecasts, 2018-2028 (USDBillion)
  • TABLE 9. Global Cloud-Based Contact Center Market by segment, estimates & forecasts, 2018-2028 (USDBillion)
  • TABLE 10. Global Cloud-Based Contact Center Market by region, estimates & forecasts, 2018-2028 (USDBillion)
  • TABLE 11. Global Cloud-Based Contact Center Market by segment, estimates & forecasts, 2018-2028 (USDBillion)
  • TABLE 12. Global Cloud-Based Contact Center Market by region, estimates & forecasts, 2018-2028 (USDBillion)
  • TABLE 13. Global Cloud-Based Contact Center Market by segment, estimates & forecasts, 2018-2028 (USDBillion)
  • TABLE 14. Global Cloud-Based Contact Center Market by region, estimates & forecasts, 2018-2028 (USDBillion)
  • TABLE 15. Global Cloud-Based Contact Center Market by segment, estimates & forecasts, 2018-2028 (USDBillion)
  • TABLE 16. Global Cloud-Based Contact Center Market by region, estimates & forecasts, 2018-2028 (USDBillion)
  • TABLE 17. U.S. Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)
  • TABLE 18. U.S. Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 19. U.S. Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 20. Canada Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)
  • TABLE 21. Canada Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 22. Canada Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 23. UK Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)
  • TABLE 24. UK Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 25. UK Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 26. Germany Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)
  • TABLE 27. Germany Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 28. Germany Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 29. RoE Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)
  • TABLE 30. RoE Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 31. RoE Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 32. China Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)
  • TABLE 33. China Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 34. China Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 35. India Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)
  • TABLE 36. India Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 37. India Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 38. Japan Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)
  • TABLE 39. Japan Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 40. Japan Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 41. RoAPAC Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)
  • TABLE 42. RoAPAC Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 43. RoAPAC Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 44. Brazil Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)
  • TABLE 45. Brazil Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 46. Brazil Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 47. Mexico Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)
  • TABLE 48. Mexico Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 49. Mexico Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 50. RoLA Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)
  • TABLE 51. RoLA Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 52. RoLA Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 53. Row Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)
  • TABLE 54. Row Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 55. Row Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)
  • TABLE 56. List of secondary sources, used in the study of global Cloud-Based Contact Center Market
  • TABLE 57. List of primary sources, used in the study of global Cloud-Based Contact Center Market
  • TABLE 58. Years considered for the study
  • TABLE 59. Exchange rates considered

LIST OF FIGURES

List of figures

  • FIG 1. Global Cloud-Based Contact Center Market, research methodology
  • FIG 2. Global Cloud-Based Contact Center Market, market estimation techniques
  • FIG 3. Global market size estimates & forecast methods
  • FIG 4. Global Cloud-Based Contact Center Market, key trends 2021
  • FIG 5. Global Cloud-Based Contact Center Market, growth prospects 2022-2028
  • FIG 6. Global Cloud-Based Contact Center Market, porters 5 force model
  • FIG 7. Global Cloud-Based Contact Center Market, pest analysis
  • FIG 8. Global Cloud-Based Contact Center Market, value chain analysis
  • FIG 9. Global Cloud-Based Contact Center Market by segment, 2018 & 2028 (USDBillion)
  • FIG 10. Global Cloud-Based Contact Center Market by segment, 2018 & 2028 (USDBillion)
  • FIG 11. Global Cloud-Based Contact Center Market by segment, 2018 & 2028 (USDBillion)
  • FIG 12. Global Cloud-Based Contact Center Market by segment, 2018 & 2028 (USDBillion)
  • FIG 13. Global Cloud-Based Contact Center Market by segment, 2018 & 2028 (USDBillion)
  • FIG 14. Global Cloud-Based Contact Center Market, regional snapshot 2018 & 2028
  • FIG 15. North America Cloud-Based Contact Center Market 2018 & 2028 (USDBillion)
  • FIG 16. Europe Cloud-Based Contact Center Market 2018 & 2028 (USDBillion)
  • FIG 17. Asia Pacific Cloud-Based Contact Center Market 2018 & 2028 (USDBillion)
  • FIG 18. Latin America Cloud-Based Contact Center Market 2018 & 2028 (USDBillion)
  • FIG 19. Global Cloud-Based Contact Center Market, company market share analysis (2021)