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全球CCaaS (Contact Center as a Service) 市場佔有率:2023年
市場調查報告書
商品編碼
1286723

全球CCaaS (Contact Center as a Service) 市場佔有率:2023年

2023 Contact Center as a Service Worldwide Market Share Report
出版日期: | 出版商: DMG Consulting LLC | 英文 | 商品交期: 最快1-2個工作天內

價格

客服中心技術的未來在於雲端。CCaaS (Contact Center as a Service) 供應商，透過創新引領潮流，滿足希望大規模提供成本效益和卓越客戶體驗 (CX) 的高要求企業的需求。

本報告提供全球CCaaS (Contact Center as a Service) 的市場調查，市場概要，促進因素、阻礙因素的分析，市場規模的變化、預測，廠商市場佔有率，競爭情形等資訊。

用本報告分析的主要CCaaS企業:

  • 8x8
  • Alvaria
  • Amazon Connect
  • Avaya
  • Bright Pattern
  • Cisco
  • Content Guru
  • Enghouse
  • Five9
  • Genesys
  • LiveVox
  • NEC
  • NICE CXone
  • Odigo
  • Puzzel
  • RingCentral
  • Salesforce
  • Telia ACE
  • Twilio
  • UJET
  • Vonage
  • 其他(估計179家公司)

目錄

第1章 摘要整理

第2章 簡介

第3章 CCaaS市場促進因素、阻礙因素

第4章 DMG Consulting的調查手法

第5章 資訊來源、調查手法

第6章 調查範圍:包含的東西

第7章 全球客服中心市場:席次數的5年預測

第8章 雲端基礎客服中心基礎設施:市場佔有率分析 (2022年)

  • CCaaS/CBCCI席次數、市場佔有率:各供應商
  • 全球CCaaS收益、市場佔有率:各供應商
  • CCaaS收益分析:各類別
  • CCaaS收益、市場活動:各地區

第9章 全球CCaaS席次引進率、預測:2022～2027年

  • CCaaS席次數的成果、預測
  • CCaaS席次引進率的成果、預測

第10章 CCaaS:全球TAM (Total Addressable Market) 成果、預測

The future of contact center technology is in the cloud. CCaaS vendors are leading the way, delivering innovation driven by the needs of highly demanding enterprise clients striving to deliver a cost-effective and exceptional customer experience (CX) at scale.

KEY TAKEAWAYS

  • The CCaaS Sector Will Continue to Expand Rapidly: DMG has mapped out the 5-year growth and projects a massive TAM for this sector.
  • Integration and Interoperability Are Driving Open Platforms: Leading CCaaS solutions are transforming into open platforms that facilitate integration and interoperability with many types of third-party and proprietary solutions.
  • CCaaS Solutions Are Expanding with Workforce Engagement Management (WEM): This includes applications for recording, quality management (QM)/ analytics-enabled QM (AQM), workforce management (WFM), and interaction (speech and text) analytics.
  • Economic Challenges Will Drive Market Consolidation: Reduced access to investment dollars will force mergers and acquisitions (M&A) activity in the CCaaS market.
  • Legacy Provider Transformations Are Driving CCaaS Adoption: Avaya's bankruptcy and Genesys's announced plan to transition from their premise-based contact center portfolio are speeding up companies' migration to the cloud.

Leading and Contending CCaaS Competitors Analyzed in Report:

  • 8x8
  • Alvaria
  • Amazon Connect
  • Avaya
  • Bright Pattern
  • Cisco
  • Content Guru
  • Enghouse
  • Five9
  • Genesys
  • LiveVox
  • NEC
  • NICE CXone
  • Odigo
  • Puzzel
  • RingCentral
  • Salesforce
  • Telia ACE
  • Twilio
  • UJET
  • Vonage
  • Other (Estimated 179)

CCaaS Vendor Performance

This Report provides a detailed analysis of the seat and revenue activity of 21 leading and contending CCaaS competitors and delivers comprehensive insights into the market's performance in calendar year 2022.

The CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend that DMG expects to continue for the next few years.

Trends & Challenges

  • Reliability and Security Are Driving Replacements: A significant number of enterprises are transitioning from one CCaaS vendor to another as they search for more reliable, secure, and feature-rich offerings.
  • AI Adds Value: Adding AI, including generative AI, to CCaaS solutions enables previously unimaginable practical innovation that significantly benefits customers, employees, and enterprises. AI-enabled solutions such as intelligent virtual agents (IVAs), virtual assistants (VAs), real-time guidance, and more are opening the world of service to transformative new approaches and improved service experiences.
  • Partners Play a Greater Role: As of the end of calendar year 2022, DMG estimates more than half of CCaaS revenue is coming from partners, a trend that is going to continue.
  • Intelligent Self-Service and Digital Support Are Here to Stay: The fastest-growing CCaaS seat segments are omnichannel and digital. DMG estimates that more than half of today's seats are voice-centric, but the rapid demand for digital support is going to change this during the next five years.
  • Changing Competitive Landscape: Some noteworthy technology companies, including Amazon, Google, Microsoft, Salesforce, Zendesk, and Zoom, have broken into the CCaaS market and are starting to win customers.

Driving Forces and Market Inhibitors

The Report provides a discerning review of the trends impacting the rapidly growing and dynamic CCaaS market. An influential driver of this sector's momentum is the expanding footprint of these platforms, which increasingly include WEM applications and self-service capabilities. Seat adoption is being fueled by many first-time customers realizing the potential of these innovative solutions. This includes some of the larger on-premise contact centers that have finally begun their migration to the cloud.

The CCaaS Market Share Report is for financial analysts, vendors, and companies that need to know:

  • 5-year worldwide projections for total contact center market seats
  • Competitive landscape
  • Market drivers and inhibitors
  • Role of large technology vendors in the CCaaS market
  • Market size and TAM
  • 5-year worldwide CCaaS seat projections
  • Seats and market share by vendor
  • Revenue and market share by vendor
  • Revenue and market share by geography
  • 2021 and 2022 seat and revenue comparisons by vendor
  • Actual and projected adoption rate
  • What's next for the market

Table of Contents

1. Executive Summary

2. Introduction

3. CCaaS Market Drivers and Inhibitors

4. DMG Consulting Research Methodology

  • 4.1. Report Participation and Data Requirements
  • 4.2. Role of Large and Notable Technology Vendors in the CCaaS Market

5. Information Sources and Methodology

  • 5.1. Named and Concurrent Seats vs. Usage
  • 5.2. What Counts as a CBCCI and CCaaS Seat
  • 5.3. DMG Transparency

6. Report Scope: What is Included

7. Total Contact Center Market 5-Year Seat Projections, Worldwide, 2023 - 2027

  • 7.1. Contact Center 5-Year Seat Projections, Worldwide, 2023 - 2027

8. 2022 Cloud-Based Contact Center Infrastructure Market Share Analysis, Worldwide

  • 8.1. CCaaS/CBCCI Seats and Market Share by Vendor, as of December 31, 2022
  • 8.2. 2022 Worldwide CCaaS Revenue and Market Share, by Vendor
  • 8.3. 2022 CCaaS Revenue Analysis by Category
  • 8.4. 2022 CCaaS Revenue and Market Activity, by Geography

9. Worldwide CCaaS Seat Adoption Rate and Projections, 2022 - 2027

  • 9.1. CCaaS Seat Projections, Worldwide, 2022 Actual - 2027 Projected
  • 9.2. CCaaS Seat Adoption Rate, Worldwide, 2022 Actual - 2027 Projected

10. CCaaS Worldwide Total Addressable Market, 2022 Actual - 2027 Projected

Table of Figures

  • Figure 1: Total Contact Center Seat Projections, Worldwide, 2022 Actual - 2027 Projected
  • Figure 2: Total Contact Center Seat Projections, Worldwide, 2022 Actual - 2027 Projected (Line Graph)
  • Figure 3: CCaaS Seats and Market Share by Vendor, as of December 31, 2022
  • Figure 4: 2022 CCaaS Seat Market Share
  • Figure 5: CCaaS Seats by Vendor, 2022 vs. 2021 Comparison
  • Figure 6: CCaaS Seat Trends by Vendor, 2020 - 2022
  • Figure 7: CCaaS Seat Trends by Vendor, 2020 - 2022 (Bar Chart)
  • Figure 8: 2022 CCaaS Revenue and Market Share by Vendor (Dollars in Thousands)
  • Figure 9: 2022 CCaaS Revenue Market Share
  • Figure 10: CCaaS Revenue by Vendor, 2022 vs. 2021 Comparison (Dollars in Thousands)
  • Figure 11: CCaaS Revenue Trends by Vendor, 2020 - 2022 (Dollars in Thousands)
  • Figure 12: CCaaS Revenue Trends by Vendor, 2020 - 2022 (Bar Chart; Dollars in Thousands)
  • Figure 13: 2022 CCaaS Revenue and Market Share by Category (Dollars in Thousands)
  • Figure 14: 2022 CCaaS Market Share by Category
  • Figure 15: Revenue by Category, 2022 vs. 2021 Comparison (Dollars in Thousands)
  • Figure 16: CCaaS Revenue Trends by Category, 2020 - 2022 (Dollars in Thousands)
  • Figure 17: CCaaS Revenue Trends by Category, 2020 - 2022 (Dollars in Millions)
  • Figure 18: 2022 CCaaS Revenue by Vendor and Category (Dollars in Thousands)
  • Figure 19: 2022 CCaaS Revenue by Vendor and Category (Dollars in Millions)
  • Figure 20: 2022 CCaaS Recurring Services Revenue and Market Share by Vendor (Dollars in Thousands)
  • Figure 21: 2022 CCaaS Recurring Services Market Share
  • Figure 22: 2022 CCaaS Carrier Services Revenue and Market Share by Vendor (Dollars in Thousands)
  • Figure 23: 2022 CCaaS Carrier Services Market Share
  • Figure 24: 2022 CCaaS Professional Services Revenue and Market Share by Vendor (Dollars in Thousands)
  • Figure 25: 2022 CCaaS Professional Services Market Share
  • Figure 26: 2022 CCaaS Revenue by Vendor and Geographic Region (Dollars in Thousands)
  • Figure 27: 2022 CCaaS Revenue by Vendor and Geographic Region (Dollars in Millions)
  • Figure 28: Summary of 2022 CCaaS Revenue and Market Share by Geographic Region (Dollars in Thousands)
  • Figure 29: 2022 CCaaS Market Share Summary by Geographic Region
  • Figure 30: Summary of CCaaS Revenue by Geographic Region, 2022 vs. 2021 Comparison (Dollars in Thousands)
  • Figure 31: CCaaS Revenue Trends by Geographic Region, 2020 - 2022 (Dollars in Thousands)
  • Figure 32: CCaaS Revenue Trends by Geographic Region, 2020 - 2022 (Dollars in Millions)
  • Figure 33: 2022 CCaaS North America Revenue and Market Share by Vendor (Dollars in Thousands)
  • Figure 34: 2022 CCaaS North America Market Share
  • Figure 35: 2022 CCaaS Europe/Middle East/Africa Revenue and Market Share by Vendor (Dollars in Thousands)
  • Figure 36: 2022 CCaaS Europe/Middle East/Africa Market Share
  • Figure 37: 2022 CCaaS Asia/Pacific Revenue and Market Share by Vendor (Dollars in Thousands)
  • Figure 38: 2022 CCaaS Asia/Pacific Market Share
  • Figure 39: 2022 CCaaS Rest-of-World Region Revenue and Market Share by Vendor (Dollars in Thousands)
  • Figure 40: 2022 CCaaS Rest-of-World Region Market Share
  • Figure 41: CCaaS Seat Projections, Worldwide, 2022 Actual - 2027 Projected
  • Figure 42: CCaaS Seat Projections, Worldwide, 2022 Actual - 2027 Projected (Line Graph)
  • Figure 43: CCaaS Seat Adoption Rate Projections, Worldwide, 2022 Actual - 2027 Projected
  • Figure 44: CCaaS Adoption Rate Projections, Worldwide, 2022 Actual - 2027 Projected (Line Graph)
  • Figure 45: CCaaS Total Addressable Market Projections, Worldwide, 2022 Actual - 2027 Projected (Dollars in Thousands)
  • Figure 46: Worldwide CCaaS Total Addressable Market Projections, 2022 Actual - 2027 Projected