한글목차

클라우드 기반 컨택센터 시장(2024-2028년)

클라우드 기반 컨택센터 시장은 2023-2028년 803억 9,600만 달러 규모로 예측되며, 예측 기간 동안 32.3%의 CAGR로 성장할 것으로 예상됩니다. 이 보고서는 클라우드 기반 컨택센터 시장에 대한 전반적인 분석, 시장 규모와 예측, 동향, 성장 촉진요인, 과제, 약 25개 벤더에 대한 벤더 분석 등의 정보를 전해드립니다.

현재 시장 시나리오, 최신 동향 및 촉진요인, 전체 시장 환경에 대한 최신 분석을 제공합니다. 이 시장은 클라우드 기반 컨택센터 도입 증가, 최종 고객에게 도달하는 채널의 증가, 개인화되고 합리적인 고객 대응에 대한 요구가 증가함에 따라 시장이 주도하고 있습니다.

이 보고서는 소셜, 모바일, 분석, 클라우드(SMAC) 기술의 채택 증가가 향후 몇 년 동안 클라우드 기반 컨택센터 시장의 성장을 촉진하는 주요 요인 중 하나로 꼽았습니다. 또한, 맞춤형 솔루션을 제공하기 위한 AI의 통합과 고객 경험을 향상시키기 위한 분석의 활용은 시장의 큰 수요를 창출할 것으로 예상됩니다.

목차

제1장 주요 요약

• 시장 개요

제2장 Technavio 분석

• 가격·수명주기·고객 구입 바스켓·채용률·구입 기준 분석
• 인풋의 중요성과 차별화 요인
• 혼란 요인
• 성장 촉진요인과 과제의 영향

제3장 시장 상황

• 시장 생태계
• 시장의 특징
• 밸류체인 분석

제4장 시장 규모

• 시장 정의
• 시장 부문 분석
• 시장 규모 2023년
• 시장 전망 2023-2028년

제5장 시장 규모 실적

• 클라우드 기반 컨택센터 세계 시장 2018-2022년
• 구성요소별 부문 분석 2018-2022년
• 지역별 부문 분석 2018-2022년
• 국가별 부문 분석 2018-2022년

제6장 정성 분석

• AI의 영향 : 클라우드 기반 컨택센터 세계 시장

제7장 Five Forces 분석

• Five Forces 요약
• 구매자의 교섭력
• 공급 기업의 교섭력
• 신규 참여업체의 위협
• 대체품의 위협
• 경쟁의 위협
• 시장 상황

제8장 시장 세분화 : 구성요소별

• 시장 부문
• 비교 : 구성요소별
• 솔루션 : 시장 규모와 예측 2023-2028년
• 서비스 : 시장 규모와 예측 2023-2028년
• 시장 기회 : 구성요소별

제9장 고객 상황

• 고객 상황 개요

제10장 지역별 상황

• 지역별 세분화
• 비교 : 지역별
• 북미 : 시장 규모와 예측 2023-2028년
• 유럽 : 시장 규모와 예측 2023-2028년
• 아시아태평양 : 시장 규모와 예측 2023-2028년
• 남미 : 시장 규모와 예측 2023-2028년
• 중동 및 아프리카 : 시장 규모와 예측 2023-2028년
• 미국 : 시장 규모와 예측 2023-2028년
• 중국 : 시장 규모와 예측 2023-2028년
• 독일 : 시장 규모와 예측 2023-2028년
• 영국 : 시장 규모와 예측 2023-2028년
• 캐나다 : 시장 규모와 예측 2023-2028년
• 프랑스 : 시장 규모와 예측 2023-2028년
• 인도 : 시장 규모와 예측 2023-2028년
• 브라질 : 시장 규모와 예측 2023-2028년
• 일본 : 시장 규모와 예측 2023-2028년
• 아랍에미리트 : 시장 규모와 예측 2023-2028년
• 지역 상황에 의한 시장 기회

제11장 촉진요인, 과제, 기회, 억제요인

• 시장 성장 촉진요인
• 시장 과제
• 성장 촉진요인과 과제의 영향
• 시장 기회·억제요인

제12장 경쟁 구도

• 개요
• 경쟁 구도
• 혼란 상황
• 산업 리스크

제13장 경쟁 분석

• 기업 개요
• 기업 순위 지수
• 기업의 시장 포지셔닝
• Amazon.com Inc.
• Avaya LLC
• Cisco Systems Inc.
• Five9 Inc.
• Genesys Telecommunications Laboratories Inc.
• NICE Ltd.
• Serenova LLC
• Talkdesk Inc.
• Vonage Holdings Corp.

제14장 부록

영문목차

Cloud-Based Contact Center Market 2024-2028

The cloud-based contact center market is forecasted to grow by USD 80396 mn during 2023-2028, accelerating at a CAGR of 32.3% during the forecast period. The report on the cloud-based contact center 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 market scenario, the latest trends and drivers, and the overall market environment. The market is driven by rising adoption of cloud-based contact centers, rising number of channels to reach end customers, and growing need for personalized and streamlined customer interactions.

Technavio's cloud-based contact center market is segmented as below:

By Component

• Solutions
• Services

By Geographical Landscape

• North America
• Europe
• APAC
• South America
• Middle East and Africa

This study identifies the increase in adoption of social, mobile, analytics, and cloud (SMAC) technologies as one of the prime reasons driving the cloud-based contact center market growth during the next few years. Also, incorporation of ai for providing customized solutions and use of analytics for enhancing customer experience will lead to sizable demand in the market.

The report on the cloud-based contact center market covers the following areas:

• Cloud-Based Contact Center Market sizing
• Cloud-Based Contact Center Market forecast
• Cloud-Based Contact Center Market industry analysis

The 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 cloud-based contact center market vendors that include 3CLogic Inc., 8x8 Inc., Alvaria Inc., Amazon.com Inc., Ameyo Pvt Ltd., Avaya LLC, Cisco Systems Inc., Enghouse Systems Ltd., Evolve IP LLC, Five9 Inc., Genesys Telecommunications Laboratories Inc., NICE Ltd., Nubitel, Redwood Technologies Group Ltd., RingCentral Inc., Serenova LLC, Talkdesk Inc., Twilio Inc., Vocalcom Group, and Vonage Holdings Corp.. Also, the cloud-based contact center 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.

The publisher 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 primary and secondary research. The market research reports provide a complete competitive landscape and an in-depth vendor selection methodology and analysis using qualitative and quantitative research to forecast accurate market growth.

Table of Contents

1 Executive Summary

• 1.1 Market overview
  • Executive Summary - Chart on Market Overview
  • Executive Summary - Data Table on Market Overview
  • Executive Summary - Chart on Global Market Characteristics
  • Executive Summary - Chart on Market By Geographical Landscape
  • Executive Summary - Chart on Market Segmentation by Component
  • Executive Summary - Chart on Incremental Growth
  • Executive Summary - Data Table on Incremental Growth
  • Executive Summary - Chart on Company Market Positioning

2 Technavio Analysis

• 2.1 Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
  • Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
• 2.2 Criticality of inputs and Factors of differentiation
  • Overview on criticality of inputs and factors of differentiation
• 2.3 Factors of disruption
  • Overview on factors of disruption
• 2.4 Impact of drivers and challenges
  • Impact of drivers and challenges in 2023 and 2028

3 Market Landscape

• 3.1 Market ecosystem
  • Parent Market
  • Data Table on - Parent Market
• 3.2 Market characteristics
  • Market characteristics analysis
• 3.3 Value chain analysis
  • Value Chain Analysis

4 Market Sizing

• 4.1 Market definition
  • Offerings of companies included in the market definition
• 4.2 Market segment analysis
  • Market segments
• 4.3 Market size 2023
• 4.4 Market outlook: Forecast for 2023-2028
  • Chart on Global - Market size and forecast 2023-2028 ($ million)
  • Data Table on Global - Market size and forecast 2023-2028 ($ million)
  • Chart on Global Market: Year-over-year growth 2023-2028 (%)
  • Data Table on Global Market: Year-over-year growth 2023-2028 (%)

5 Historic Market Size

• 5.1 Global Cloud-Based Contact Center Market 2018 - 2022
  • Historic Market Size - Data Table on Global Cloud-Based Contact Center Market 2018 - 2022 ($ million)
• 5.2 Component segment analysis 2018 - 2022
  • Historic Market Size - Component Segment 2018 - 2022 ($ million)
• 5.3 Geography segment analysis 2018 - 2022
  • Historic Market Size - Geography Segment 2018 - 2022 ($ million)
• 5.4 Country segment analysis 2018 - 2022
  • Historic Market Size - Country Segment 2018 - 2022 ($ million)

6 Qualitative Analysis

• 6.1 Impact of AI on the Global Cloud-based Contact Center Market

7 Five Forces Analysis

• 7.1 Five forces summary
  • Five forces analysis - Comparison between 2023 and 2028
• 7.2 Bargaining power of buyers
  • Bargaining power of buyers - Impact of key factors 2023 and 2028
• 7.3 Bargaining power of suppliers
  • Bargaining power of suppliers - Impact of key factors in 2023 and 2028
• 7.4 Threat of new entrants
  • Threat of new entrants - Impact of key factors in 2023 and 2028
• 7.5 Threat of substitutes
  • Threat of substitutes - Impact of key factors in 2023 and 2028
• 7.6 Threat of rivalry
  • Threat of rivalry - Impact of key factors in 2023 and 2028
• 7.7 Market condition
  • Chart on Market condition - Five forces 2023 and 2028

8 Market Segmentation by Component

• 8.1 Market segments
  • Chart on Component - Market share 2023-2028 (%)
  • Data Table on Component - Market share 2023-2028 (%)
• 8.2 Comparison by Component
  • Chart on Comparison by Component
  • Data Table on Comparison by Component
• 8.3 Solutions - Market size and forecast 2023-2028
  • Chart on Solutions - Market size and forecast 2023-2028 ($ million)
  • Data Table on Solutions - Market size and forecast 2023-2028 ($ million)
  • Chart on Solutions - Year-over-year growth 2023-2028 (%)
  • Data Table on Solutions - Year-over-year growth 2023-2028 (%)
• 8.4 Services - Market size and forecast 2023-2028
  • Chart on Services - Market size and forecast 2023-2028 ($ million)
  • Data Table on Services - Market size and forecast 2023-2028 ($ million)
  • Chart on Services - Year-over-year growth 2023-2028 (%)
  • Data Table on Services - Year-over-year growth 2023-2028 (%)
• 8.5 Market opportunity by Component
  • Market opportunity by Component ($ million)
  • Data Table on Market opportunity by Component ($ million)

9 Customer Landscape

• 9.1 Customer landscape overview
  • Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

10 Geographic Landscape

• 10.1 Geographic segmentation
  • Chart on Market share By Geographical Landscape 2023-2028 (%)
  • Data Table on Market share By Geographical Landscape 2023-2028 (%)
• 10.2 Geographic comparison
  • Chart on Geographic comparison
  • Data Table on Geographic comparison
• 10.3 North America - Market size and forecast 2023-2028
  • Chart on North America - Market size and forecast 2023-2028 ($ million)
  • Data Table on North America - Market size and forecast 2023-2028 ($ million)
  • Chart on North America - Year-over-year growth 2023-2028 (%)
  • Data Table on North America - Year-over-year growth 2023-2028 (%)
• 10.4 Europe - Market size and forecast 2023-2028
  • Chart on Europe - Market size and forecast 2023-2028 ($ million)
  • Data Table on Europe - Market size and forecast 2023-2028 ($ million)
  • Chart on Europe - Year-over-year growth 2023-2028 (%)
  • Data Table on Europe - Year-over-year growth 2023-2028 (%)
• 10.5 APAC - Market size and forecast 2023-2028
  • Chart on APAC - Market size and forecast 2023-2028 ($ million)
  • Data Table on APAC - Market size and forecast 2023-2028 ($ million)
  • Chart on APAC - Year-over-year growth 2023-2028 (%)
  • Data Table on APAC - Year-over-year growth 2023-2028 (%)
• 10.6 South America - Market size and forecast 2023-2028
  • Chart on South America - Market size and forecast 2023-2028 ($ million)
  • Data Table on South America - Market size and forecast 2023-2028 ($ million)
  • Chart on South America - Year-over-year growth 2023-2028 (%)
  • Data Table on South America - Year-over-year growth 2023-2028 (%)
• 10.7 Middle East and Africa - Market size and forecast 2023-2028
  • Chart on Middle East and Africa - Market size and forecast 2023-2028 ($ million)
  • Data Table on Middle East and Africa - Market size and forecast 2023-2028 ($ million)
  • Chart on Middle East and Africa - Year-over-year growth 2023-2028 (%)
  • Data Table on Middle East and Africa - Year-over-year growth 2023-2028 (%)
• 10.8 US - Market size and forecast 2023-2028
  • Chart on US - Market size and forecast 2023-2028 ($ million)
  • Data Table on US - Market size and forecast 2023-2028 ($ million)
  • Chart on US - Year-over-year growth 2023-2028 (%)
  • Data Table on US - Year-over-year growth 2023-2028 (%)
• 10.9 China - Market size and forecast 2023-2028
  • Chart on China - Market size and forecast 2023-2028 ($ million)
  • Data Table on China - Market size and forecast 2023-2028 ($ million)
  • Chart on China - Year-over-year growth 2023-2028 (%)
  • Data Table on China - Year-over-year growth 2023-2028 (%)
• 10.10 Germany - Market size and forecast 2023-2028
  • Chart on Germany - Market size and forecast 2023-2028 ($ million)
  • Data Table on Germany - Market size and forecast 2023-2028 ($ million)
  • Chart on Germany - Year-over-year growth 2023-2028 (%)
  • Data Table on Germany - Year-over-year growth 2023-2028 (%)
• 10.11 UK - Market size and forecast 2023-2028
  • Chart on UK - Market size and forecast 2023-2028 ($ million)
  • Data Table on UK - Market size and forecast 2023-2028 ($ million)
  • Chart on UK - Year-over-year growth 2023-2028 (%)
  • Data Table on UK - Year-over-year growth 2023-2028 (%)
• 10.12 Canada - Market size and forecast 2023-2028
  • Chart on Canada - Market size and forecast 2023-2028 ($ million)
  • Data Table on Canada - Market size and forecast 2023-2028 ($ million)
  • Chart on Canada - Year-over-year growth 2023-2028 (%)
  • Data Table on Canada - Year-over-year growth 2023-2028 (%)
• 10.13 France - Market size and forecast 2023-2028
  • Chart on France - Market size and forecast 2023-2028 ($ million)
  • Data Table on France - Market size and forecast 2023-2028 ($ million)
  • Chart on France - Year-over-year growth 2023-2028 (%)
  • Data Table on France - Year-over-year growth 2023-2028 (%)
• 10.14 India - Market size and forecast 2023-2028
  • Chart on India - Market size and forecast 2023-2028 ($ million)
  • Data Table on India - Market size and forecast 2023-2028 ($ million)
  • Chart on India - Year-over-year growth 2023-2028 (%)
  • Data Table on India - Year-over-year growth 2023-2028 (%)
• 10.15 Brazil - Market size and forecast 2023-2028
  • Chart on Brazil - Market size and forecast 2023-2028 ($ million)
  • Data Table on Brazil - Market size and forecast 2023-2028 ($ million)
  • Chart on Brazil - Year-over-year growth 2023-2028 (%)
  • Data Table on Brazil - Year-over-year growth 2023-2028 (%)
• 10.16 Japan - Market size and forecast 2023-2028
  • Chart on Japan - Market size and forecast 2023-2028 ($ million)
  • Data Table on Japan - Market size and forecast 2023-2028 ($ million)
  • Chart on Japan - Year-over-year growth 2023-2028 (%)
  • Data Table on Japan - Year-over-year growth 2023-2028 (%)
• 10.17 UAE - Market size and forecast 2023-2028
  • Chart on UAE - Market size and forecast 2023-2028 ($ million)
  • Data Table on UAE - Market size and forecast 2023-2028 ($ million)
  • Chart on UAE - Year-over-year growth 2023-2028 (%)
  • Data Table on UAE - Year-over-year growth 2023-2028 (%)
• 10.18 Market opportunity By Geographical Landscape
  • Market opportunity By Geographical Landscape ($ million)
  • Data Tables on Market opportunity By Geographical Landscape ($ million)

11 Drivers, Challenges, and Opportunity/Restraints

• 11.1 Market drivers
• 11.2 Market challenges
• 11.3 Impact of drivers and challenges
  • Impact of drivers and challenges in 2023 and 2028
• 11.4 Market opportunities/restraints

12 Competitive Landscape

• 12.1 Overview
• 12.2 Competitive Landscape
  • Overview on criticality of inputs and factors of differentiation
• 12.3 Landscape disruption
  • Overview on factors of disruption
• 12.4 Industry risks
  • Impact of key risks on business

13 Competitive Analysis

• 13.1 Companies profiled
  • Companies covered
• 13.2 Company ranking index
  • Company ranking index
• 13.3 Market positioning of companies
  • Matrix on companies position and classification
  • 8x8 Inc.
  • 8x8 Inc. - Overview
  • 8x8 Inc. - Product / Service
  • 8x8 Inc. - Key news
  • 8x8 Inc. - Key offerings
  • SWOT
• 13.5 Amazon.com Inc.
  • Amazon.com Inc. - Overview
  • Amazon.com Inc. - Business segments
  • Amazon.com Inc. - Key news
  • Amazon.com Inc. - Key offerings
  • Amazon.com Inc. - Segment focus
  • SWOT
• 13.6 Avaya LLC
  • Avaya LLC - Overview
  • Avaya LLC - Product / Service
  • Avaya LLC - Key news
  • Avaya LLC - Key offerings
  • SWOT
• 13.7 Cisco Systems Inc.
  • Cisco Systems Inc. - Overview
  • Cisco Systems Inc. - Business segments
  • Cisco Systems Inc. - Key news
  • Cisco Systems Inc. - Key offerings
  • Cisco Systems Inc. - Segment focus
  • SWOT
• 13.8 Five9 Inc.
  • Five9 Inc. - Overview
  • Five9 Inc. - Product / Service
  • Five9 Inc. - Key news
  • Five9 Inc. - Key offerings
  • SWOT
• 13.9 Genesys Telecommunications Laboratories Inc.
  • Genesys Telecommunications Laboratories Inc. - Overview
  • Genesys Telecommunications Laboratories Inc. - Product / Service
  • Genesys Telecommunications Laboratories Inc. - Key offerings
  • SWOT
• 13.10 NICE Ltd.
  • NICE Ltd. - Overview
  • NICE Ltd. - Business segments
  • NICE Ltd. - Key news
  • NICE Ltd. - Key offerings
  • NICE Ltd. - Segment focus
  • SWOT
• 13.11 Serenova LLC
  • Serenova LLC - Overview
  • Serenova LLC - Product / Service
  • Serenova LLC - Key offerings
  • SWOT
• 13.12 Talkdesk Inc.
  • Talkdesk Inc. - Overview
  • Talkdesk Inc. - Product / Service
  • Talkdesk Inc. - Key offerings
  • SWOT
• 13.13 Vonage Holdings Corp.
  • Vonage Holdings Corp. - Overview
  • Vonage Holdings Corp. - Product / Service
  • Vonage Holdings Corp. - Key offerings
  • SWOT

14 Appendix

• 14.1 Scope of the report
• 14.2 Inclusions and exclusions checklist
  • Inclusions checklist
  • Exclusions checklist
• 14.3 Currency conversion rates for US$
  • Currency conversion rates for US$
• 14.4 Research methodology
  • Research methodology
• 14.5 Data procurement
  • Information sources
• 14.6 Data validation
  • Data validation
• 14.7 Validation techniques employed for market sizing
  • Validation techniques employed for market sizing
• 14.8 Data synthesis
  • Data synthesis
• 14.9 360 degree market analysis
  • 360 degree market analysis
• 14.10 List of abbreviations
  • List of abbreviations