表紙
市場調查報告書
商品編碼
1043194

客服中心軟體的全球市場(2021年∼2025年)

Global Call Center Software Market 2021-2025

出版日期: | 出版商: TechNavio (Infiniti Research Ltd.) | 英文 120 Pages | 訂單完成後即時交付

價格
  • 全貌
  • 簡介
  • 目錄
簡介

全球客服中心軟體的市場規模在2021年∼2025年的預測期間內,預計將以16.35%的年複合成長率擴大,並成長到116億7,000萬美元。市場成長的主要因素有客服中心解決方案的自動化需求提升,以及透過全通路解決方案提高客戶經驗的重要性提升等。

本報告提供客服中心軟體的世界市場調查,提供市場規模和預測,市場促進因素及課題,市場趨勢,各終端用戶,各地區的市場分析,業者情勢,主要供應商分析等系統性資訊。

目錄

摘要整理

市場形勢

  • 市場生態系統
  • 價值鏈分析

市場規模

  • 市場定義
  • 市場區隔分析
  • 市場規模(2020年)
  • 市場規模預測(2020年∼2025年)

波特的五力分析

  • 買方議價能力
  • 供給企業談判力
  • 新加入廠商業者的威脅
  • 替代品的威脅
  • 對手的威脅
  • 市場情況

各終端用戶的市場區隔

  • 市場區隔
  • 各終端用戶比較
  • IT和電信
  • 銀行,金融服務,保險
  • 醫療
  • 零售
  • 其他
  • 各終端用戶的市場機會

客戶形勢

各地區形勢

  • 各地區市場區隔
  • 各地區比較
  • 北美
  • 歐洲
  • 亞太地區
  • 南美
  • 中東·非洲
  • 主要國家
  • 各地區形勢的市場機會
  • 推動市場要素
  • 市場課題
  • 市場趨勢

業者情勢

  • 阻礙的形勢

供應商分析

  • 交易廠商
  • 供應商的市場定位
  • 8x8 Inc.
  • Amazon.com Inc.
  • Atos SE
  • Avaya Holdings Corp.
  • Cisco Systems Inc.
  • Five9 Inc.
  • Genesys Telecommunications Laboratories Inc.
  • NICE Ltd.
  • Talkdesk Inc.
  • Vonage Holdings Corp.

附錄

目錄
Product Code: IRTNTR71185

Technavio has been monitoring the call center software market and it is poised to grow by $ 11.67 bn during 2021-2025, progressing at a CAGR of 16.35% during the forecast period. Our report on the call center software market provides a holistic analysis, market size and forecast, trends, growth drivers, and challenges, as well as vendor analysis covering around 25 vendors.

The report offers an up-to-date analysis regarding the current global market scenario, latest trends and drivers, and the overall market environment. The market is driven by the increasing demand for the automation of contact center solutions and the growing emphasis on enhancing customer experience through omnichannel solutions. In addition, increasing demand for the automation of contact center solutions is anticipated to boost the growth of the market as well.

The call center software market analysis includes the end-user segment and geographic landscape.

Technavio's call center software market is segmented as below:

By End-user

  • IT and Telecom
  • BFSI
  • Healthcare
  • Retail
  • Others

By Geographical Landscape

  • North America
  • Europe
  • APAC
  • South America
  • MEA

This study identifies the surging adoption of cloud-based contact centers as one of the prime reasons driving the call center software market growth during the next few years.

Technavio presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters. Our report on call center software market covers the following areas:

  • Call center software market sizing
  • Call center software market forecast
  • Call center software market industry analysis

Technavio's robust vendor analysis is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading call center software market vendors that include 8x8 Inc., Amazon.com Inc., Atos SE, Avaya Holdings Corp., Cisco Systems Inc., Five9 Inc., Genesys Telecommunications Laboratories Inc., NICE Ltd., Talkdesk Inc., and Vonage Holdings Corp. Also, the call center software market analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage all forthcoming growth opportunities.

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market and vendor landscape in addition to an analysis of the key vendors.

Technavio presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters such as profit, pricing, competition, and promotions. It presents various market facets by identifying the key industry influencers. The data presented is comprehensive, reliable, and a result of extensive research - both primary and secondary. Technavio's market research reports provide a complete competitive landscape and an in-depth vendor selection methodology and analysis using qualitative and quantitative research to forecast the accurate market growth.

Table of Contents

  • Executive Summary
    • Market Overview
  • Market Landscape
    • Market ecosystem
    • Value chain analysis
  • Market Sizing
    • Market definition
    • Market segment analysis
    • Market size 2020
    • Market outlook: Forecast for 2020 - 2025
  • Five Forces Analysis
    • Bargaining power of buyers
    • Bargaining power of suppliers
    • Threat of new entrants
    • Threat of substitutes
    • Threat of rivalry
    • Market condition
  • Market Segmentation by End-user
    • Market segments
    • Comparison by End-user
    • IT and Telecom - Market size and forecast 2020-2025
    • BFSI - Market size and forecast 2020-2025
    • Healthcare - Market size and forecast 2020-2025
    • Retail - Market size and forecast 2020-2025
    • Others - Market size and forecast 2020-2025
    • Market opportunity by End-user
  • Customer landscape
  • Geographic Landscape
    • Geographic segmentation
    • Geographic comparison
    • North America - Market size and forecast 2020-2025
    • Europe - Market size and forecast 2020-2025
    • APAC - Market size and forecast 2020-2025
    • South America - Market size and forecast 2020-2025
    • MEA - Market size and forecast 2020-2025
    • Key leading countries
    • Market opportunity By Geographical Landscape
    • Market drivers
    • Market challenges
    • Market trends
  • Vendor Landscape
    • Landscape disruption
  • Vendor Analysis
    • Vendors covered
    • Market positioning of vendors
    • 8x8 Inc.
    • Amazon.com Inc.
    • Atos SE
    • Avaya Holdings Corp.
    • Cisco Systems Inc.
    • Five9 Inc.
    • Genesys Telecommunications Laboratories Inc.
    • NICE Ltd.
    • Talkdesk Inc.
    • Vonage Holdings Corp.
  • Appendix
    • Scope of the report
    • Currency conversion rates for US$
    • Research methodology
    • List of abbreviations

Exhibits

  • 1: Key Finding 1
  • 2: Key Finding 2
  • 3: Key Finding 3
  • 4: Key Finding 5
  • 5: Key Finding 6
  • 6: Key Finding 7
  • 7: Key Finding 8
  • 8: Parent market
  • 9: Market characteristics
  • 10: Offerings of vendors included in the market definition
  • 11: Market segments
  • 12: Global - Market size and forecast 2020 - 2025 ($ million)
  • 13: Global market: Year-over-year growth 2020 - 2025 (%)
  • 14: Five forces analysis 2020 & 2025
  • 15: Bargaining power of buyers
  • 16: Bargaining power of suppliers
  • 17: Threat of new entrants
  • 18: Threat of substitutes
  • 19: Threat of rivalry
  • 20: Market condition - Five forces 2020
  • 21: End-user - Market share 2020-2025 (%)
  • 22: Comparison by End-user
  • 23: IT and Telecom - Market size and forecast 2020-2025 ($ million)
  • 24: IT and Telecom - Year-over-year growth 2020-2025 (%)
  • 25: BFSI - Market size and forecast 2020-2025 ($ million)
  • 26: BFSI - Year-over-year growth 2020-2025 (%)
  • 27: Healthcare - Market size and forecast 2020-2025 ($ million)
  • 28: Healthcare - Year-over-year growth 2020-2025 (%)
  • 29: Retail - Market size and forecast 2020-2025 ($ million)
  • 30: Retail - Year-over-year growth 2020-2025 (%)
  • 31: Others - Market size and forecast 2020-2025 ($ million)
  • 32: Others - Year-over-year growth 2020-2025 (%)
  • 33: Market opportunity by End-user
  • 34: Customer landscape
  • 35: Market share By Geographical Landscape 2020-2025 (%)
  • 36: Geographic comparison
  • 37: North America - Market size and forecast 2020-2025 ($ million)
  • 38: North America - Year-over-year growth 2020-2025 (%)
  • 39: Europe - Market size and forecast 2020-2025 ($ million)
  • 40: Europe - Year-over-year growth 2020-2025 (%)
  • 41: APAC - Market size and forecast 2020-2025 ($ million)
  • 42: APAC - Year-over-year growth 2020-2025 (%)
  • 43: South America - Market size and forecast 2020-2025 ($ million)
  • 44: South America - Year-over-year growth 2020-2025 (%)
  • 45: MEA - Market size and forecast 2020-2025 ($ million)
  • 46: MEA - Year-over-year growth 2020-2025 (%)
  • 47: Key leading countries
  • 48: Market opportunity By Geographical Landscape ($ million)
  • 49: Impact of drivers and challenges
  • 50: Vendor landscape
  • 51: Landscape disruption
  • 52: Industry risks
  • 53: Vendors covered
  • 54: Market positioning of vendors
  • 55: 8x8 Inc. - Overview
  • 56: 8x8 Inc. - Product and service
  • 57: 8x8 Inc. - Key offerings
  • 58: 8x8 Inc. - Key customers
  • 59: 8x8 Inc. - Segment focus
  • 60: Amazon.com Inc. - Overview
  • 61: Amazon.com Inc. - Business segments
  • 62: Amazon.com Inc. - Key offerings
  • 63: Amazon.com Inc. - Key customers
  • 64: Amazon.com Inc. - Segment focus
  • 65: Atos SE - Overview
  • 66: Atos SE - Business segments
  • 67: Atos SE - Key offerings
  • 68: Atos SE - Key customers
  • 69: Atos SE - Segment focus
  • 70: Avaya Holdings Corp. - Overview
  • 71: Avaya Holdings Corp. - Business segments
  • 72: Avaya Holdings Corp. - Key offerings
  • 73: Avaya Holdings Corp. - Key customers
  • 74: Avaya Holdings Corp. - Segment focus
  • 75: Cisco Systems Inc. - Overview
  • 76: Cisco Systems Inc. - Business segments
  • 77: Cisco Systems Inc. - Key offerings
  • 78: Cisco Systems Inc. - Key customers
  • 79: Cisco Systems Inc. - Segment focus
  • 80: Five9 Inc. - Overview
  • 81: Five9 Inc. - Business segments
  • 82: Five9 Inc. - Key offerings
  • 83: Five9 Inc. - Key customers
  • 84: Five9 Inc. - Segment focus
  • 85: Genesys Telecommunications Laboratories Inc. - Overview
  • 86: Genesys Telecommunications Laboratories Inc. - Product and service
  • 87: Genesys Telecommunications Laboratories Inc. - Key offerings
  • 88: Genesys Telecommunications Laboratories Inc. - Key customers
  • 89: Genesys Telecommunications Laboratories Inc. - Segment focus
  • 90: NICE Ltd. - Overview
  • 91: NICE Ltd. - Business segments
  • 92: NICE Ltd. - Key offerings
  • 93: NICE Ltd. - Key customers
  • 94: NICE Ltd. - Segment focus
  • 95: Talkdesk Inc. - Overview
  • 96: Talkdesk Inc. - Product and service
  • 97: Talkdesk Inc. - Key offerings
  • 98: Talkdesk Inc. - Key customers
  • 99: Talkdesk Inc. - Segment focus
  • 100: Vonage Holdings Corp. - Overview
  • 101: Vonage Holdings Corp. - Business segments
  • 102: Vonage Holdings Corp. - Key offerings
  • 103: Vonage Holdings Corp. - Key customers
  • 104: Vonage Holdings Corp. - Segment focus
  • 105: Currency conversion rates for US$
  • 106: Research Methodology
  • 107: Validation techniques employed for market sizing
  • 108: Information sources
  • 109: List of abbreviations