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市場調查報告書

全球雲端基礎的客服中心基礎設施(CBCCI)的市場佔有率分析

2020 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report

出版商 DMG Consulting LLC 商品編碼 1003683
出版日期 內容資訊 英文
商品交期: 最快1-2個工作天內
價格
全球雲端基礎的客服中心基礎設施(CBCCI)的市場佔有率分析 2020 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report
出版日期: 2021年05月06日內容資訊: 英文
簡介

雲端基礎的客服中心基礎設施(CBCCI)市場,席位數、銷售量、引進數全都記錄2位數的成長率,急速擴大。該成長多由於CBCCI供應商對研究開發(R&D)進行高額的投資,因此帶來使這些解決方案安全且容易引進、使用的革新。去年的大流行,加速了雲端基礎的客服中心基礎設施(CBCCI)市場成長,因為企業希望這些解決方案提供所需的敏捷性,以響應來自任何場所(遠程或現場)的客戶查詢和請求,並改善客戶體驗(CX)。

本報告提供全球雲端基礎的客服中心基礎設施(CBCCI)市場調查,市場概要,市場預測,收益及市場趨勢,席位數、引進率的變化與預測,市場佔有率等相關彙整資訊。

第1章 摘要整理

第2章 簡介

第3章 調查手法

第4章 資訊來源調查手法

第5章 調查範圍

第6章 客服中心席位數預測(2021年∼2025年)

  • 預測手法
  • 客服中心席位數預測(2020年∼2025年)

第7章 雲端基礎的客服中心基礎設施市場:市場佔有率分析

  • 席位數佔有率、市場佔有率:各供應商(2020年12月31日)
  • 收益、市場佔有率:各供應商(2020年12月31日)
  • 收益分析:各類別(2020年)
  • 收益與市場趨勢:各地區(2020年)

第8章 全球雲端基礎的客服中心基礎設施的引進率與預測(2020年∼2025年)

  • 雲端基礎的客服中心基礎設施席位數預測(保守性)
  • 雲端基礎的客服中心基礎設施席位數預計(積極性)
  • 雲端基礎的客服中心基礎設施的引進率(保守性)
  • 雲端基礎的客服中心基礎設施的引進率(積極性)

第9章 全球雲端基礎的客服中心基礎設施整體市場(預測值、成果值)

目錄

This is the inaugural edition of DMG Consulting LLC's “ Worldwide Cloud- Based Contact Center Infrastructure Market Share Report” . The Report is the first and only one of its kind in this market; it analyzes the thriving worldwide cloud-based contact center infrastructure (CBCCI) IT sector. This ground-breaking Report delivers comprehensive data on the total worldwide addressable market for CBCCI, based on DMG Consulting's extensive coverage and close scrutiny of this sector since its inception. The Report is a principal resource for vendors, investors and members of the financial community who want to understand the competitive landscape and its dynamics, market share by revenue and seats, geographical breakdown, and current and projected total addressable market (TAM) of the CBCCI market.

The cloud-based contact center infrastructure market is growing at a rapid pace, experiencing double-digit rate of growth in seats, revenue and adoption. Much of this growth has been driven by the CBCCI vendors' significant investments in research and development (R&D) and the resulting innovations that have made these solutions secure and easier to implement and use. The pandemic of the last year has accelerated the growth of the CBCCI market, as companies looked to these solutions to provide the agility they needed to respond to customer inquiries and requests from any location - remote or on-site - and to improve the customer experience (CX).

Worldwide, there are over 200 vendors competing in the cloud-based contact center infrastructure market. These vendors are coming from many different IT segments, but their offerings fall into two primary categories: fully built solutions intended to be used out-of-the-box, and solutions where users purchase application programming interfaces (APIs) and customize them. Though the market is crowded,

DMG expects to see other vendors enter the sector. The CBCCI market encompasses contact-center-as-a-service (CCaaS) solutions, a sector that is growing rapidly as companies realize the financial and practical benefits of using this agile and secure delivery model. The cloud delivery model is also compelling for end users who are looking for customized capabilities, which the vendors can provide with programmable APIs.

The future of contact center solutions is in the cloud. The functional capabilities of CBCCI solutions have, in many cases, surpassed those of their on-premise counterparts. The introduction of artificial intelligence (AI) and machine learning (ML), along with predictive analytics, has enabled organizations to use these solutions to deliver on their top-ranked goal of enhancing the CX. The positive momentum of the cloud-based contact center infrastructure market is also driven by the sale of replacements for many premise-based solutions. Additionally, the CBCCI vendors are maturing and forming partnerships with a variety of distribution partners including master agents, to expand and increase their reach.

The digital transformation taking place in companies around the world is a game-changer for the omni-channel cloud-based contact center infrastructure market. Customers want to interact in their channel of choice, and CBCCI solutions provide the automation and tools to make this possible. Self-service is now the preferred channel, but customers want choices and the ability to pivot from one medium of communication to another with ease. Enterprises are looking to CBCCI vendors to deliver digital-first capabilities to make this happen.

DMG expects the CBCCI market to continue to gain momentum during the next 5 - 10 years, with increasing sales of replacements for premise-based seats and more opportunities as digital-first customer service continues to take hold. The only question is what the growth rate will be for the next few years. DMG estimates that the adoption rate of cloud-based contact center infrastructure was 17% as of the end of 2020, which leaves a highly opportunistic, massive addressable market for the vendors to pursue.

DMG has analyzed the vendors and tracked the number of CBCCI seats since the inception of this thriving IT sector. To enhance the accuracy of our measurement of this market, DMG created a financial model, based on 2020 performance, for 21 CBCCI vendors, including the 10 market leaders and 11 contenders. These vendors include: 8x8, Amazon Connect, Aspect, Bright Pattern, BT, Cisco, Content Guru, Enghouse, Five9, Genesys, Lifesize, NICE inContact, Noble, Odigo, Puzzel, RingCentral, Salesforce, TTEC, Twilio, Verizon, and Vonage. Each CBCCI model was reviewed by its respective vendor, whenever possible, to validate our assumptions and obtain guidance when public information was not available, which was in the majority of the cases. This modeled data is the source of information for this worldwide cloud-based contact center infrastructure market share report.

Report Highlights:

  • Innovation and agility are driving rapid adoption of CBCCI solutions: Cloud-based contact center infrastructure solutions offer capabilities that are on par or superior to on-premise systems. The cloud delivery model has been invaluable for companies that have a workforce dispersed among on-premise and remote locations, including work-at-home (WAH) agents.
  • The digital transformation is opening new opportunities for cloud-based contact center infrastructure solutions: Self-service has become the channel of choice, and CBCCI solutions enable companies to deliver what customers want. The CBCCI solutions allow customers to move seamlessly from one channel to another, whether self-service, live-agent, digital or voice. A growing percentage of CBCCI seat growth in 2020 is attributable to digital seats.
  • The CBCCI market is crowded and is expected to continue to expand: There are already over 200 vendors in the market, and more are expected to join. This is a lucrative market with tremendous opportunities still untapped. The market will continue to grow with sales of replacements for on-premise solutions, and the increasingly digital-first mindset of many end-user organizations will further drive adoption of cloud-based infrastructure.
  • Growth of the CBCCI market is certain; the only unknown is the rate of increase: DMG has provided two sets of predictions for the future adoption rate in the CBCCI market and its total addressable market, one fairly conservative and the other more aggressive. The conservative estimates assume that the market will continue to grow at a very fast pace. The aggressive projections assume that the rate of growth will pick up more momentum than would be expected, even for a growth market.

Key Reasons to Buy This Report:

  • Total Contact Center Seat Projections, Worldwide, 2020 - 2025
  • 2020 CBCCI Market Share Analysis, Worldwide
  • 2020 CBCCI Seats and Market Share, by Vendor
  • 2020 CBCCI Revenue and Market Share, by Vendor
  • 2020 CBCCI Revenue Analysis, by Category (recurring services, carrier services and professional services)
  • 2020 CBCCI Revenue and Market Activity, by Geography
  • Worldwide CBCCI Seat Adoption Rate and Projections for 2020 - 2025
  • CBCCI Seat Projections (Conservative), Worldwide, 2020 Actual - 2025 Projected
  • CBCCI Seat Projections (Aggressive), Worldwide, 2020 Actual - 2025 Projected
  • CBCCI Seat Adoption Rate Worldwide (Conservative), 2020 Actual - 2025 Projected
  • CBCCI Seat Adoption Rate Worldwide (Aggressive), 2020 Actual - 2025 Projected
  • CBCCI Worldwide Total Addressable Market (Conservative), 2020 - 2025
  • CBCCI Worldwide Total Addressable Market (Aggressive), 2020 - 2025

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

  • 3.1 Report Participation Criteria

4. Information Sources and Methodology

  • 4.1 Run Rate (Year-End) vs. Average Year Data
  • 4.2 Named and Concurrent Seats vs. Usage
  • 4.3 What Counts as a CBCCI Seat
  • 4.4 Data Integrity and DMG Transparency

5. Report Scope

6. Contact Center Market Seat Projections, Worldwide, 2021 - 2025

  • 6.1 DMG's Contact Center Seat Projection Methodology
  • 6.2 Total Contact Center Seat Projections, Worldwide, 2020 - 2025

7. 2020 Cloud-Based Contact Center Infrastructure Market Share Analysis, Worldwide

  • 7.1 Cloud-Based Contact Center Infrastructure Seats and Market Share by Vendor, as of December 31, 2020
  • 7.2 Worldwide Cloud-Based Contact Center Infrastructure Revenue and Market Share by Vendor, as of December 31, 2020
  • 7.3 Cloud-Based Contact Center Infrastructure Revenue Analysis by Category for 2020
  • 7.4 2020 Cloud-Based Contact Center Infrastructure Revenue and Market Activity, by Geography

8. Worldwide Cloud-Based Contact Center Infrastructure Seat Adoption Rate and Projections, 2020 - 2025

  • 8.1 Cloud-Based Contact Center Infrastructure Seat Projections (Conservative), Worldwide, 2020 Actual - 2025 Projected
  • 8.2 Cloud-Based Contact Center Infrastructure Seat Projections (Aggressive), Worldwide, 2020 Actual - 2025 Projected
  • 8.3 Cloud-Based Contact Center Infrastructure Seat Adoption Rate (Conservative), Worldwide, 2020 Actual - 2025 Projected
  • 8.4 Cloud-Based Contact Center Infrastructure Seat Adoption Rate (Aggressive), Worldwide, 2020 Actual - 2025 Projected

9. Cloud-Based Contact Center Infrastructure Worldwide Total Addressable Market, 2020 Actual - 2025 Projected

Table of Figures

  • Figure 1: Total Contact Center Seat Projections, Worldwide, 2020 Actual - 2025 Projected
  • Figure 2: Total Contact Center Seat Projections, Worldwide, 2020 Actual - 2025 Projected
  • Figure 3: Cloud-Based Contact Center Infrastructure Seats and Market Share, by Vendor, as of December 31, 2020
  • Figure 4: 2020 Cloud-Based Contact Center Infrastructure Seat Market Share
  • Figure 5: Cloud-Based Contact Center Infrastructure Revenue and Market Share, by Vendor, as of December 31, 2020 (Dollars in Thousands)
  • Figure 6: 2020 Cloud-Based Contact Center Infrastructure Revenue Market Share
  • Figure 7: 2020 Cloud-Based Contact Center Infrastructure Revenue and Market Share, by Category (Dollars in Thousands)
  • Figure 8: 2020 Cloud-Based Contact Center Infrastructure Market Share, by Category
  • Figure 9: Cloud-Based Contact Center Infrastructure Revenue, by Vendor and Category, as of December 31, 2020 (Dollars in Thousands)
  • Figure 10: Bar Chart of Cloud-Based Contact Center Infrastructure Revenue by Vendor and Category, as of December 31, 2020 (Dollars in Thousands)
  • Figure 11: Cloud-Based Contact Center Infrastructure Recurring Services Revenue and Market Share, by Vendor, as of December 31, 2020
  • Figure 12: 2020 Cloud-Based Contact Center Infrastructure Recurring Services Market Share
  • Figure 13: Cloud-Based Contact Center Infrastructure Carrier Services Revenue and Market Share, as of December 31, 2020
  • Figure 14: 2020 Cloud-Based Contact Center Infrastructure Carrier Services Market Share
  • Figure 15: Cloud-Based Contact Center Infrastructure Professional Services Revenue and Market Share, by Vendor, as of December 31, 2020
  • Figure 16: 2020 Cloud-Based Contact Center Infrastructure Professional Services Market Share
  • Figure 17: Cloud-Based Contact Center Infrastructure Revenue, by Vendor and Geographic Region, as of December 31, 2020 (Dollars in Thousands)
  • Figure 18: Bar Chart of Cloud-Based Contact Center Infrastructure Revenue, by Vendor and Geographic Region, as of December 31, 2020 (Dollars in Thousands)
  • Figure 19: Summary of 2020 Cloud-Based Contact Center Infrastructure Revenue and Market Share, by Geographic Region (Dollars in Thousands)
  • Figure 20: 2020 Cloud-Based Contact Center Infrastructure Market Share Summary, by Geographic Region
  • Figure 21: Cloud-Based Contact Center Infrastructure North America Revenue and Market Share, by Vendor, as of December 31, 2020
  • Figure 22: 2020 Cloud-Based Contact Center Infrastructure North America Market Share
  • Figure 23: Cloud-Based Contact Center Infrastructure Europe/Middle East/Africa Revenue and Market Share, by Vendor, as of December 31, 2020
  • Figure 24: 2020 Cloud-Based Contact Center Infrastructure Europe/Middle East/Africa Market Share
  • Figure 25: Cloud-Based Contact Center Infrastructure Asia/Pacific Revenue and Market Share, by Vendor, as of December 31, 2020
  • Figure 26: 2020 Cloud-Based Contact Center Infrastructure Asia/Pacific Market Share
  • Figure 27: Cloud-Based Contact Center Infrastructure "Other" Region Revenue and Market Share, by Vendor, as of December 31, 2020
  • Figure 28: 2020 Cloud-Based Contact Center Infrastructure "Other" Region Market Share
  • Figure 29: Cloud-Based Contact Center Infrastructure Seat Projections (Conservative), Worldwide, 2020 Actual - 2025 Projected
  • Figure 30: Worldwide Cloud-Based Contact Center Infrastructure Seat Projections (Conservative), 2020 Actual - 2025 Projected
  • Figure 31: Cloud-Based Contact Center Infrastructure Seat Projections (Aggressive), Worldwide, 2020 Actual - 2025 Projected
  • Figure 32: Worldwide Cloud-Based Contact Center Infrastructure Seat Projections (Aggressive), 2020 Actual - 2025 Projected
  • Figure 33: Cloud-Based Contact Center Infrastructure Seat Adoption Rate Projections (Conservative), Worldwide, 2020 Actual - 2025 Projected
  • Figure 34: Worldwide Cloud-Based Contact Center Infrastructure Adoption Rate Projections (Conservative), 2020 Actual - 2025 Projected
  • Figure 35: Cloud-Based Contact Center Infrastructure Seats Adoption Rate Projections (Aggressive), Worldwide, 2020 Actual - 2025 Projected
  • Figure 36: Worldwide Cloud-Based Contact Center Infrastructure Seats Adoption Rate Projections (Aggressive), 2020 Actual - 2025 Projected
  • Figure 37: Cloud-Based Contact Center Infrastructure Total Addressable Market Projections (Conservative), Worldwide, 2020 Actual - 2025 Projected (Dollars in Thousands)
  • Figure 38: Worldwide Cloud-Based Contact Center Infrastructure TAM Projections (Conservative), 2020 Actual - 2025 Projected
  • Figure 39: Cloud-Based Contact Center Infrastructure Total Addressable Market Projections (Aggressive), Worldwide, 2020 Actual - 2025 Projected (Dollars in Thousands)
  • Figure 40: Worldwide Cloud-Based Contact Center Infrastructure TAM Projections (Aggressive), 2020 Actual - 2025 Projected