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세계 소매업용 클라우드 텔레포니(클라우드 전화 서비스) 시장의 미래는 중소기업 및 대기업 시장에 기회가 있는 유망한 시장으로 전망되고 있습니다. 세계 소매업용 클라우드 텔레포니 시장은 2025년부터 2031년까지 연평균 9.1%의 성장률을 보일 것으로 예상됩니다. 이 시장의 주요 촉진요인은 옴니채널 통신 솔루션에 대한 수요 증가, 고객 지원을 위한 가상 콜센터 도입 확대, 고객 경험 향상을 위한 인공지능과 자동화의 통합 증가 등입니다.

• Lucintel의 예측에 따르면, 유형별로는 무제한 클라우드 텔레포니가 예측 기간 동안 높은 성장세를 보일 것으로 예상됩니다.
• 용도별로는 중소기업이 높은 성장세를 보일 것으로 예상됩니다.
• 지역별로는 아시아태평양이 예측 기간 동안 가장 높은 성장을 보일 것으로 예상됩니다.

소매업용 클라우드 텔레포니 시장의 전략적 성장 기회

소매업용 클라우드 텔레포니 시장은 주요 애플리케이션에 다양한 성장 기회를 제공하고, 브랜드 혁신과 새로운 시장 부문 확보를 가능하게 합니다.

• 고객 서비스 자동화 : 자동화된 고객 서비스 솔루션에 투자하면 효율성과 대응력이 크게 향상되고, 소매업체는 품질 저하 없이 대량의 문의에 대응할 수 있게 됩니다.
• E-Commerce와의 통합 : 온라인 쇼핑이 계속 성장함에 따라 클라우드 텔레포니를 E-Commerce 플랫폼과 통합하여 고객과의 커뮤니케이션을 효율화하고 주문 관리 프로세스를 개선할 수 있습니다.
• 실시간 분석 : 클라우드 텔레포니 시스템 내에 실시간 분석 도구를 제공함으로써 소매업체는 고객과의 상호 작용을 기반으로 정보에 입각한 의사결정을 내릴 수 있으며, 서비스 및 고객 만족도를 향상시킬 수 있습니다.
• 원격근무 솔루션 : 원격근무가 증가함에 따라 원격근무팀을 위한 클라우드 텔레포니 솔루션을 제공함으로써 효과적인 커뮤니케이션과 협업을 촉진하고 업무 효율을 높일 수 있습니다.
• 기술 제공업체와의 제휴 : 기술 제공업체와의 제휴를 통해 클라우드 텔레포니를 강화함으로써 소매업체는 최첨단 기능을 활용할 수 있고, 빠르게 진화하는 시장에서 경쟁력을 유지할 수 있습니다.

이러한 성장 기회는 혁신을 촉진하고, 고객 참여를 강화하며, 업무 효율성을 향상시킴으로써 소매업용 클라우드 텔레포니 시장을 재편하고 있습니다.

소매업용 클라우드 텔레포니 시장 활성화 요인 및 과제

소매업용 클라우드 텔레포니 시장은 기술, 경제, 규제 요인에 의해 형성되는 다양한 촉진요인 및 과제에 영향을 받고 있습니다.

소매업용 클라우드 텔레포니 시장의 촉진요인으로는 다음과 같은 것들이 있습니다:

• 디지털 커뮤니케이션 수요 증가 : 디지털 커뮤니케이션 채널로의 전환으로 인해 소매업체들은 효율적이고 유연한 고객 응대가 가능한 클라우드 텔레포니 솔루션을 도입하고 있습니다.
• 비용 효율성 향상 : 클라우드 텔레포니는 기존 시스템에 비해 비용을 절감할 수 있기 때문에 소매업체는 리소스를 보다 효과적으로 배분하고 다른 사업 분야에 투자할 수 있습니다.
• 고객 경험 향상 : 소매업체는 고객 경험을 우선시하고 있으며, 클라우드 텔레포니 솔루션은 개인화되고 시기적절하며 효과적인 커뮤니케이션을 촉진하여 전반적인 고객 만족도를 높입니다.
• 기술 발전 : 클라우드 기술과 AI의 급속한 발전으로 소매업체들은 업무 효율성과 서비스 품질을 향상시킬 수 있는 혁신적인 솔루션을 활용할 수 있게 되었습니다.
• 원격 근무 트렌드 : 원격 근무가 증가함에 따라 소매업체들은 분산된 팀의 유연한 통신 옵션을 지원하는 클라우드 텔레포니 솔루션을 도입하고 있습니다.

소매업용 클라우드 텔레포니 시장의 과제는 다음과 같습니다:

• 데이터 보안에 대한 우려 : 고객들은 클라우드 시스템 내에서 고객 정보가 안전하게 보호되기를 원하고 있으며, 소매업체들은 데이터 보안과 프라이버시 문제에 직면해 있습니다.
• 통합의 복잡성 : 클라우드 텔레포니와 기존 시스템과의 통합은 복잡하고 많은 리소스가 필요하기 때문에 신중한 계획과 실행이 필요합니다.
• 시장 경쟁 : 클라우드 텔레포니 시장은 경쟁이 치열하고, 수많은 공급자가 유사한 솔루션을 제공하고 있어 소매업체는 차별화가 어렵습니다.

이러한 시장 촉진요인과 과제는 소매업용 클라우드 텔레포니 시장의 역학을 형성하고, 전략적 의사결정과 전반적인 성장 잠재력에 영향을 미치고 있습니다.

소매업용 클라우드 텔레포니 기업 목록

이 시장의 기업들은 제공하는 제품의 품질에 따라 경쟁하고 있습니다. 이 시장의 주요 기업들은 제조 시설 확장, R&D 투자, 인프라 개발, 밸류체인 전반에 걸친 통합 기회 활용에 집중하고 있습니다. 이러한 전략을 통해 소매업용 클라우드 텔레포니 기업들은 수요 증가에 대응하고, 경쟁력을 확보하고, 혁신적인 제품과 기술을 개발하며, 생산 비용을 절감하고, 고객 기반을 확대하는 데 주력하고 있습니다. 본 보고서에서 소개하는 소매업용 클라우드 텔레포니 기업에는 다음과 같은 기업들이 포함됩니다.

• NFON
• RingCentral
• Cisco
• Mitel Networks
• Avaya
• 8x8
• Enreach
• Destiny NV
• Twilio
• 3CX

목차

제1장 주요 요약

제2장 세계의 소매업용 클라우드 텔레포니 시장 : 시장 역학

• 소개, 배경, 분류
• 공급망
• 업계 성장 촉진요인과 과제

제3장 시장 동향과 예측 분석(2019-2031년)

• 거시경제 동향(2019-2024년)과 예측(2025-2031년)
• 세계의 소매업용 클라우드 텔레포니 시장 동향(2019-2024년)과 예측(2025-2031년)
• 세계의 소매업용 클라우드 텔레포니 시장 : 종류별
  • 무제한 클라우드 텔레포니
  • 종량제 클라우드 텔레포니
• 세계의 소매업용 클라우드 텔레포니 시장 : 용도별
  • 중소기업
  • 대기업

제4장 지역별 시장 동향과 예측 분석(2019-2031년)

• 세계의 소매업용 클라우드 텔레포니 시장 : 지역별
• 북미의 소매업용 클라우드 텔레포니 시장
• 유럽의 소매업용 클라우드 텔레포니 시장
• 아시아태평양의 소매업용 클라우드 텔레포니 시장
• 기타 지역의 소매업용 클라우드 텔레포니 시장

제5장 경쟁 분석

• 제품 포트폴리오 분석
• 운영 통합
• Porter's Five Forces 분석

제6장 성장 기회와 전략 분석

• 성장 기회 분석
  • 세계의 소매업용 클라우드 텔레포니 시장 성장 기회 : 종류별
  • 세계의 소매업용 클라우드 텔레포니 시장 성장 기회 : 용도별
  • 세계의 소매업용 클라우드 텔레포니 시장 성장 기회 : 지역별
• 세계의 소매업용 클라우드 텔레포니 시장 최신 동향
• 전략적 분석
  • 신제품 개발
  • 세계의 소매업용 클라우드 텔레포니 시장 생산능력 확대
  • 세계의 소매업용 클라우드 텔레포니 시장 기업 인수합병(M&A), 합작투자
  • 인증과 라이선싱

제7장 주요 기업 개요

• NFON
• RingCentral
• Cisco
• Mitel Networks
• Avaya
• 8x8　
• Enreach
• Destiny NV
• Twilio
• 3CX

영문목차

The future of the global cloud telephony for retail market looks promising with opportunities in the small & medium business and large enterprise markets. The global cloud telephony for retail market is expected to grow with a CAGR of 9.1% from 2025 to 2031. The major drivers for this market are the increasing demand for omnichannel communication solutions, the growing adoption of virtual call centers for customer support, and the rising integration of artificial intelligence & automation for enhanced customer experiences.

• Lucintel forecasts that, within the type category, unlimited cloud telephony is expected to witness higher growth over the forecast period.
• Within this application category, small & medium business is expected to witness higher growth.
• In terms of regions, APAC is expected to witness the highest growth over the forecast period.

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Emerging Trends in the Cloud Telephony for Retail Market

The cloud telephony for retail market is influenced by several emerging trends that reflect the industry's ongoing evolution and consumer expectations.

• AI and Automation: Retailers are increasingly integrating AI and automation into their cloud telephony systems, enhancing customer interactions through chatbots and automated response systems. This trend improves efficiency and provides 24/7 support.
• Omnichannel Communication: There is a growing focus on providing seamless omnichannel communication experiences. Retailers are utilizing cloud telephony to integrate voice, chat, and social media platforms, allowing for consistent customer engagement.
• Personalization: Retailers are leveraging data analytics and cloud technologies to personalize customer communications. Tailored messages based on customer preferences enhance engagement and improve satisfaction.
• Scalability and Flexibility: Cloud solutions provide retailers with the scalability needed to adjust their operations based on demand. This flexibility is particularly beneficial for seasonal retailers and those facing fluctuating customer needs.
• Enhanced Security Features: With growing concerns about data privacy, cloud telephony providers are focusing on offering robust security features. Retailers are prioritizing secure solutions that comply with regulations, ensuring customer data protection.

These trends are reshaping the cloud telephony for retail market by promoting innovation, enhancing customer experience, and ensuring adaptability in a competitive landscape.

Recent Developments in the Cloud Telephony for Retail Market

The cloud telephony for retail market highlight advancements aimed at enhancing operational efficiency and customer engagement.

• Integration with CRM systems: Many retailers are integrating cloud telephony with customer relationship management (CRM) systems to streamline customer interactions and maintain comprehensive customer profiles, facilitating personalized service.
• Adoption of voice AI: The implementation of voice AI technologies is becoming more common, enabling retailers to automate responses to common inquiries and improve the efficiency of customer service operations.
• Investment in security protocols: Retailers are investing in advanced security protocols to protect customer data and ensure compliance with regulations. This focus on security enhances trust and reliability in cloud telephony solutions.
• Multi-language support: As global retail markets expand, cloud telephony providers are offering multi-language support features, allowing retailers to engage with diverse customer bases effectively.
• Focus on analytics: Retailers are increasingly utilizing analytics tools integrated within cloud telephony platforms to gather insights on customer behavior, enabling data-driven decision-making and improving service strategies.

These developments are positively impacting the cloud telephony for retail market by driving innovation, enhancing customer service quality, and ensuring security in communications.

Strategic Growth Opportunities for Cloud Telephony for Retail Market

The cloud telephony for retail market presents various growth opportunities across key applications, enabling brands to innovate and capture new market segments.

• Customer service automation: Investing in automated customer service solutions can significantly enhance efficiency and responsiveness, allowing retailers to handle higher volumes of inquiries without compromising quality.
• Integration with e-commerce: As online shopping continues to grow, integrating cloud telephony with e-commerce platforms can streamline customer communications and improve order management processes.
• Real-time analytics: Providing real-time analytics tools within cloud telephony systems can empower retailers to make informed decisions based on customer interactions, leading to improved service and customer satisfaction.
• Remote work solutions: With the rise of remote work, offering cloud telephony solutions tailored for remote teams can facilitate effective communication and collaboration, enhancing operational efficiency.
• Partnerships with tech providers: Collaborating with technology providers to enhance cloud telephony offerings can enable retailers to access cutting-edge features and stay competitive in a rapidly evolving market.

These growth opportunities are reshaping the cloud telephony for retail market by fostering innovation, enhancing customer engagement, and driving operational efficiency.

Cloud Telephony for Retail Market Driver and Challenges

The cloud telephony for retail market is influenced by various drivers and challenges shaped by technological, economic, and regulatory factors.

The factors responsible for driving the cloud telephony for retail market include:

• Increased demand for digital communication: The shift toward digital communication channels is driving retailers to adopt cloud telephony solutions, allowing for efficient and flexible customer interactions.
• Cost efficiency: Cloud telephony offers cost savings compared to traditional systems, enabling retailers to allocate resources more effectively and invest in other areas of their business.
• Enhanced customer experience: Retailers are prioritizing customer experience, and cloud telephony solutions facilitate personalized, timely, and effective communication, enhancing overall customer satisfaction.
• Technological advancements: Rapid advancements in cloud technology and AI are enabling retailers to leverage innovative solutions that improve operational efficiency and service quality.
• Growing remote work trends: The rise of remote work is pushing retailers to adopt cloud telephony solutions that support flexible communication options for distributed teams.

Challenges in the cloud telephony market for retail are:

• Data security concerns: Retailers face challenges related to data security and privacy, as customers demand assurance that their information is protected within cloud systems.
• Integration complexities: Integrating cloud telephony with existing systems can be complex and resource-intensive, requiring careful planning and execution.
• Market competition: The cloud telephony market is highly competitive, with numerous providers offering similar solutions, making differentiation challenging for retailers.

These drivers and challenges collectively shape the dynamics of the cloud telephony for retail market, influencing strategic decisions and overall growth potential.

List of Cloud Telephony Companies for Retail Market

Companies in the market compete on the basis of product quality offered. Major players in this market focus on expanding their manufacturing facilities, R&D investments, infrastructural development, and leverage integration opportunities across the value chain. Through these strategies cloud telephony for retail market companies cater increasing demand, ensure competitive effectiveness, develop innovative products & technologies, reduce production costs, and expand their customer base. Some of the cloud telephony for retail market companies profiled in this report include-

• NFON
• RingCentral
• Cisco
• Mitel Networks
• Avaya
• 8x8
• Enreach
• Destiny NV
• Twilio
• 3CX

Cloud Telephony for Retail by Segment

The study includes a forecast of the global cloud telephony for retail market by type, application, and region.

Cloud Telephony for Retail Market by Type [Analysis by Value from 2019 to 2031]:

• Unlimited Cloud Telephony
• Metered Cloud Telephony

Cloud Telephony for Retail Market by Application [Analysis by Value from 2019 to 2031]:

• Small & Medium Business
• Large Enterprise

Cloud Telephony for Retail Market by Region [Analysis by Value from 2019 to 2031]:

• North America
• Europe
• Asia Pacific
• The Rest of the World

Country Wise Outlook for the Cloud Telephony for Retail Market

The cloud telephony for retail market is rapidly evolving, driven by technological advancements and changing consumer behaviors. Retailers increasingly adopt cloud-based communication solutions to enhance customer engagement, streamline operations, and improve overall service efficiency. The COVID-19 pandemic has accelerated the shift toward digitalization, prompting retailers to leverage cloud telephony for better scalability and flexibility in their operations. This overview explores recent developments in key markets, including the United States, China, Germany, India, and Japan.

• United States: In the U.S., cloud telephony adoption in retail has surged, with major retailers integrating AI-powered voice solutions to enhance customer interactions. Companies are using cloud platforms to manage customer data effectively, enabling personalized communication and improved customer service. The trend toward omnichannel experiences is prompting retailers to unify voice, chat, and social media interactions through cloud solutions. Regulatory compliance and data security are also prioritized, pushing vendors to enhance their offerings with robust security features.
• China: China's retail sector is witnessing rapid advancements in cloud telephony, with significant investments in digital infrastructure. Retailers are increasingly leveraging cloud solutions for customer service automation, incorporating chatbots and AI-driven systems to handle inquiries efficiently. The integration of cloud telephony with e-commerce platforms is enhancing the customer experience by providing seamless communication options. Additionally, the government's focus on digital economy initiatives is promoting the adoption of innovative communication technologies across various retail segments.
• Germany: In Germany, the cloud telephony market for retail is expanding as businesses embrace digital transformation. Retailers are implementing unified communications solutions to streamline operations and improve customer service quality. A growing focus on sustainability is influencing the choice of cloud providers, with many opting for vendors that offer eco-friendly solutions. German retailers are also investing in training staff to utilize cloud telephony systems effectively, ensuring that teams can maximize the benefits of these technologies.
• India: The cloud telephony market in India is experiencing rapid growth, driven by an increase in smartphone penetration and internet connectivity. Retailers are adopting cloud solutions to enhance customer engagement and improve service delivery. Startups and established companies alike are leveraging cloud telephony to manage customer interactions more efficiently. Government initiatives promoting digitalization are further supporting the adoption of cloud technologies in the retail sector, with many businesses focusing on cost-effective solutions.
• Japan: Japan's retail market is witnessing a gradual shift toward cloud telephony, with an emphasis on enhancing customer experience through technology. Retailers are integrating cloud solutions to facilitate real-time communication and support services. The use of AI and machine learning is becoming more prevalent, helping businesses analyze customer behavior and tailor their services accordingly. Additionally, the focus on data privacy and regulatory compliance is driving the demand for secure cloud telephony solutions among Japanese retailers.

Features of the Global Cloud Telephony for Retail Market

Market Size Estimates: Cloud telephony for retail market size estimation in terms of value ($B).

Trend and Forecast Analysis: Market trends (2019 to 2024) and forecast (2025 to 2031) by various segments and regions.

Segmentation Analysis: Cloud telephony for retail market size by type, application, and region in terms of value ($B).

Regional Analysis: Cloud telephony for retail market breakdown by North America, Europe, Asia Pacific, and Rest of the World.

Growth Opportunities: Analysis of growth opportunities in different types, applications, and regions of the cloud telephony for retail market.

Strategic Analysis: This includes M&A, new product development, and competitive landscape of the cloud telephony for retail market.

Analysis of competitive intensity of the industry based on Porter's Five Forces model.

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This report answers following 11 key questions:

• Q.1. What are some of the most promising, high-growth opportunities of the cloud telephony for retail market by type (unlimited cloud telephony and metered cloud telephony), application (small & medium business and large enterprise), and region (North America, Europe, Asia Pacific, and the Rest of the World)?
• Q.2. Which segments will grow at a faster pace and why?
• Q.3. Which region will grow at a faster pace and why?
• Q.4. What are the key factors affecting market dynamics? What are the key challenges and business risks in this market?
• Q.5. What are the business risks and competitive threats in this market?
• Q.6. What are the emerging trends in this market and the reasons behind them?
• Q.7. What are some of the changing demands of customers in the market?
• Q.8. What are the new developments in the market? Which companies are leading these developments?
• Q.9. Who are the major players in this market? What strategic initiatives are key players pursuing for business growth?
• Q.10. What are some of the competing products in this market and how big of a threat do they pose for loss of market share by material or product substitution?
• Q.11. What M&A activity has occurred in the last 5 years and what has its impact been on the industry?

Table of Contents

1. Executive Summary

2. Global Cloud Telephony for Retail Market : Market Dynamics

• 2.1: Introduction, Background, and Classifications
• 2.2: Supply Chain
• 2.3: Industry Drivers and Challenges

3. Market Trends and Forecast Analysis from 2019 to 2031

• 3.1. Macroeconomic Trends (2019-2024) and Forecast (2025-2031)
• 3.2. Global Cloud Telephony for Retail Market Trends (2019-2024) and Forecast (2025-2031)
• 3.3: Global Cloud Telephony for Retail Market by Type
  • 3.3.1: Unlimited Cloud Telephony
  • 3.3.2: Metered Cloud Telephony
• 3.4: Global Cloud Telephony for Retail Market by Application
  • 3.4.1: Small & Medium Business
  • 3.4.2: Large Enterprise

4. Market Trends and Forecast Analysis by Region from 2019 to 2031

• 4.1: Global Cloud Telephony for Retail Market by Region
• 4.2: North American Cloud Telephony for Retail Market
  • 4.2.1: North American Market by Type: Unlimited Cloud Telephony and Metered Cloud Telephony
  • 4.2.2: North American Market by Application: Small & Medium Business and Large Enterprise
• 4.3: European Cloud Telephony for Retail Market
  • 4.3.1: European Market by Type: Unlimited Cloud Telephony and Metered Cloud Telephony
  • 4.3.2: European Market by Application: Small & Medium Business and Large Enterprise
• 4.4: APAC Cloud Telephony for Retail Market
  • 4.4.1: APAC Market by Type: Unlimited Cloud Telephony and Metered Cloud Telephony
  • 4.4.2: APAC Market by Application: Small & Medium Business and Large Enterprise
• 4.5: ROW Cloud Telephony for Retail Market
  • 4.5.1: ROW Market by Type: Unlimited Cloud Telephony and Metered Cloud Telephony
  • 4.5.2: ROW Market by Application: Small & Medium Business and Large Enterprise

5. Competitor Analysis

• 5.1: Product Portfolio Analysis
• 5.2: Operational Integration
• 5.3: Porter's Five Forces Analysis

6. Growth Opportunities and Strategic Analysis

• 6.1: Growth Opportunity Analysis
  • 6.1.1: Growth Opportunities of the Global Cloud Telephony for Retail Market by Type
  • 6.1.2: Growth Opportunities of the Global Cloud Telephony for Retail Market by Application
  • 6.1.3: Growth Opportunities of the Global Cloud Telephony for Retail Market by Region
• 6.2: Emerging Trends in the Global Cloud Telephony for Retail Market
• 6.3: Strategic Analysis
  • 6.3.1: New Product Development
  • 6.3.2: Capacity Expansion of the Global Cloud Telephony for Retail Market
  • 6.3.3: Mergers, Acquisitions, and Joint Ventures in the Global Cloud Telephony for Retail Market
  • 6.3.4: Certification and Licensing

7. Company Profiles of Leading Players

• 7.1: NFON
• 7.2: RingCentral
• 7.3: Cisco
• 7.4: Mitel Networks
• 7.5: Avaya
• 7.6: 8x8
• 7.7: Enreach
• 7.8: Destiny NV
• 7.9: Twilio
• 7.10: 3CX