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세계의 CCaaS(Contact Center as a Service) 시장 규모 조사 : 오퍼링별, 조직 규모별, 최종 사용 산업별, 지역별 예측(2022-2028년)

Global Contact Center as a Service Market Size study, By Offering, By Organization Size, By End Use Industry, and Regional Forecasts 2022-2028

발행일: | 리서치사: Bizwit Research & Consulting LLP | 페이지 정보: 영문 | 배송안내 : 2-3일 (영업일 기준)

※ 본 상품은 영문 자료로 한글과 영문 목차에 불일치하는 내용이 있을 경우 영문을 우선합니다. 정확한 검토를 위해 영문 목차를 참고해주시기 바랍니다.

CCaaS(Contact Center as a Service)란 클라우드 기반 고객 경험·솔루션을 가리킵니다.

CCaas는 기업이 컨택센터 벤더의 소프트웨어를 이용하는 것을 가능하게 합니다.

목차

제1장 개요

  • 시장 스냅숏
  • 세계 & 부문별 시장 추정·예측, 2020-2028년
    • 세계의 CCaaS(Contact Center as a Service) 시장, 지역별, 2020-2028년
    • 세계의 CCaaS(Contact Center as a Service) 시장 : 오퍼링별, 2020-2028년
    • 세계의 CCaaS(Contact Center as a Service) 시장 : 조직 규모별, 2020-2028년
    • 세계의 CCaaS(Contact Center as a Service) 시장 : 최종 사용 산업별, 2020-2028년
  • 주요 동향
  • 조사 방법
  • 조사 전제조건

제2장 세계의 CCaaS(Contact Center as a Service) 시장 : 정의와 범위

  • 조사 목적
  • 시장의 정의와 범위
    • 조사 대상 범위
    • 산업의 진화
  • 조사 대상년
  • 통화 환산율

제3장 세계의 서비스형 컨택센터(CCaaS) 시장 역학

  • CCaaS(Contact Center as a Service) 시장 영향 분석(2020-2028년)
    • 시장 촉진요인
      • 세계 클라우드 서비스 시장의 성장
      • API 기반 컨택센터의 채택이 증가
      • 대기업별 전략적 구상
    • 시장이 해결해야 할 과제
      • 정보 누설에 대한 우려의 증가
      • CCAS에 관련된 높은 도입 비용
    • 시장 기회
      • 원격근무 동향의 부상
      • 다양한 산업에서 디지털화의 진전

제4장 세계의 CCaaS(Contact Center as a Service) 시장 산업 분석

  • Porter's 5 Force 모델
    • 공급 기업의 교섭력
    • 구매자의 교섭력
    • 신규 진출업체의 위협
    • 대체품의 위협
    • 경쟁 기업간 경쟁 관계
    • Porter's 5 Force 모델에 대한 미래적 어프로치(2018-2028년)
  • PEST 분석
    • 정치적
    • 경제적
    • 사회적
    • 기술적
  • 투자 채택 모델
  • 애널리스트의 결론·제안
  • TOP 투자 기회
  • 승리를 위한 TOP 전략

제5장 리스크 평가 : COVID-19의 영향

    • COVID-19가 업계에 미치는 전체적인 영향 평가
    • COVID-19 이전과 COVID-19 이후 시장 시나리오

제6장 세계의 CCaaS(Contact Center as a Service) 시장, 오퍼링별

  • 시장 스냅숏
  • 세계의 CCaaS(Contact Center as a Service) 시장 : 오퍼링별, 퍼포먼스 - 잠재력 분석
  • 세계의 CCaaS(Contact Center as a Service) 시장, 오퍼링별 추정·예측, 2018-2028
  • CCaaS(Contact Center as a Service) 시장, 하위 부문 분석
    • 솔루션
    • 서비스

제7장 : 세계의 CCaaS(Contact Center as a Service) 시장 : 조직 규모별

  • 시장 스냅숏
  • 세계의 CCaaS(Contact Center as a Service) 시장 : 조직 규모별, 실적 - 잠재력 분석
  • 세계의 CCaaS(Contact Center as a Service) 시장 조직 규모별 추정·예측, 2018-2028
  • CCaaS(Contact Center as a Service) 시장, 하위 부문 분석
    • 대기업
    • 중소기업

제8장 세계의 CCaaS(Contact Center as a Service) 시장 : 최종 사용 산업별

  • 시장 스냅숏
  • 세계의 CCaaS(Contact Center as a Service) 시장 : 최종 사용 산업별, 퍼포먼스 - 잠재력 분석
  • 세계의 CCaaS(Contact Center as a Service) 시장, 최종 사용 산업별 추정·예측, 2018-2028
  • CCaaS(Contact Center as a Service) 시장, 하위 부문 분석
    • BFSI
    • IT·통신 분야
    • 정부기관
    • 미디어·엔터테인먼트
    • 헬스케어

제9장 세계의 CCaaS(Contact Center as a Service) 시장, 지역별 분석

  • CCaaS(Contact Center as a Service) 시장, 지역별 시장 스냅숏
  • 북미
    • 미국
      • 오퍼링 추정·예측, 2018-2028년
      • 조직 규모 추정·예측, 2018-2028년
      • 최종 사용 산업의 추정·예측, 2018-2028년
    • 캐나다
  • 유럽의 CCaaS(Contact Center as a Service) 시장 스냅숏
    • 영국
    • 독일
    • 프랑스
    • 스페인
    • 이탈리아
    • 기타 유럽 지역
  • 아시아태평양의 CCaaS(Contact Center as a Service) 시장 스냅숏
    • 중국
    • 인도
    • 일본
    • 호주
    • 한국
    • 기타 아시아태평양
  • 라틴아메리카의 CCaaS(컨택센터 서비스) 시장 스냅숏
    • 브라질
    • 멕시코
  • 세계의 기타 지역

제10장 경쟁 정보

  • 주요 시장 전략
  • 기업 개요
    • AT&T Inc.
      • 주요 정보
      • 개요
      • 재무(데이터 입수가 가능한 경우)
      • 제품 개요
      • 최근 개발 상황
    • Cisco Systems
    • Microsoft Corporation
    • Accenture LLP
    • Amazon.com Inc.(AWS)
    • IBM Corporation
    • Alphabet Inc.(Google Corporation)
    • Unify Inc.
    • Five9, Inc.
    • Avaya, Inc.

제11장 조사 프로세스

  • 조사 프로세스
    • 데이터 마이닝
    • 분석
    • 시장 추정
    • 밸리데이션
    • 출판
  • 조사 속성
  • 조사 전제조건
KSA 22.09.23

Global Contact Center as a Service (CCaaS) Market is valued approximately USD XX million in 2021 and is anticipated to grow with a healthy growth rate of more than XX % over the forecast period 2022-2028.

The Contact Center as a Service (CCaaS) refers to Cloud based customer experience solutions. CCaas enables companies to utilize a contact center vendor's software. The CCaas model allows business to purchase only the technology they need, which reduces the need for internal IT support. The growing cloud services market worldwide, and rising adoption of API based contact centers as well as strategic initiatives from leading market players are factors that are accelerating the global market demand. For instance, according to Statista - in 2019, the global market for cloud services was estimated at USD 152.11 billion, and it further increased to USD 172.11 billion in 2021. Furthermore, leading market players are coming up with new innovative solutions to leverage the growing demand for Contact Center as a Service (CCaaS) solutions. For instance, in March 2022, Google launched its new Google Cloud Contact Center AI Platform. This new platform offers an out-of-box, end-to-end solution for the contact center and brings together AI, cloud scalability, multi-experience capabilities and CRM integrations. Moreover, in July 2022, Microsoft launched its new Digital Contact Center Platform. This new Digital Contact Center Platform combines audio, video, and chat services from a range of products, such as Dynamics 365, Microsoft Teams, Azure, and Nuance AI. Also, growing emergence of remote working trend coupled with rising digitalization across different industries are anticipated to act as a catalyzing factor for the market demand during the forecast period. However, rising concern over data breaches and high deployment cost associated with CCAS impede the growth of the market over the forecast period of 2022-2028.

The key regions considered for the global Contact Center as a Service (CCaaS) Market study include Asia Pacific, North America, Europe, Latin America, and the Rest of the World. North America is the leading region across the world in terms of market share owing to the growing adoption of cloud-based services and presence of leading market players in the region. Whereas, Asia Pacific is anticipated to exhibit a significant growth rate over the forecast period 2022-2028. Factors such as the thriving growth of industrial automation as well as growing e-commerce sector, would create lucrative growth prospects for the global Contact Center as a Service (CCaaS) Market across the Asia Pacific region.

Major market players included in this report are:

AT&T Inc.

Cisco Systems

Microsoft Corporation

Accenture LLP

Amazon.com Inc. (AWS)

IBM Corporation

Alphabet Inc. (Google Corporation)

Unify Inc.

Five9, Inc.

Avaya, Inc.

The objective of the study is to define market sizes of different segments & countries in recent years and to forecast the values to the coming eight years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within each of the regions and countries involved in the study. Furthermore, the report also caters the detailed information about the crucial aspects such as driving factors & challenges which will define the future growth of the market. Additionally, the report shall also incorporate available opportunities in micro markets for stakeholders to invest along with the detailed analysis of competitive landscape and product offerings of key players. The detailed segments and sub-segment of the market are explained below:

By Offering

Solutions

Services

By Organization Size

Large Enterprise

SME's

By End Use Industry

BFSI

IT and Telecommunications

Government

Media and Entertainment

Healthcare

By Region:

North America

U.S.

Canada

Europe

UK

Germany

France

Spain

Italy

ROE

Asia Pacific

China

India

Japan

Australia

South Korea

RoAPAC

Latin America

Brazil

Mexico

Rest of the World

Furthermore, years considered for the study are as follows:

Historical year - 2018, 2019, 2020

Base year - 2021

Forecast period - 2022 to 2028

Target Audience of the Global Contact Center as a Service (CCaaS) Market in Market Study:

Key Consulting Companies & Advisors

Large, medium-sized, and small enterprises

Venture capitalists

Value-Added Resellers (VARs)

Third-party knowledge providers

Investment bankers

Investors

Table of Contents

Chapter 1. Executive Summary

  • 1.1. Market Snapshot
  • 1.2. Global & Segmental Market Estimates & Forecasts, 2020-2028 (USD Million)
    • 1.2.1. Global Contact Center as a Service (CCaaS) Market, by Region, 2020-2028 (USD Million)
    • 1.2.2. Global Contact Center as a Service (CCaaS) Market, by Offering, 2020-2028 (USD Million)
    • 1.2.3. Global Contact Center as a Service (CCaaS) Market, by Organization Size, 2020-2028 (USD Million)
    • 1.2.4. Global Contact Center as a Service (CCaaS) Market, by End Use Industry, 2020-2028 (USD Million)
  • 1.3. Key Trends
  • 1.4. Estimation Methodology
  • 1.5. Research Assumption

Chapter 2. Global Contact Center as a Service (CCaaS) Market Definition and Scope

  • 2.1. Objective of the Study
  • 2.2. Market Definition & Scope
    • 2.2.1. Scope of the Study
    • 2.2.2. Industry Evolution
  • 2.3. Years Considered for the Study
  • 2.4. Currency Conversion Rates

Chapter 3. Global Contact Center as a Service (CCaaS) Market Dynamics

  • 3.1. Contact Center as a Service (CCaaS) Market Impact Analysis (2020-2028)
    • 3.1.1. Market Drivers
      • 3.1.1.1. Growing cloud services market worldwide.
      • 3.1.1.2. Rising adoption of API based contact centres.
      • 3.1.1.3. Strategic initiatives from leading market players.
    • 3.1.2. Market Challenges
      • 3.1.2.1. Rising concern over data breaches
      • 3.1.2.2. High deployment cost associated with CCAS.
    • 3.1.3. Market Opportunities
      • 3.1.3.1. Growing emergence of remote working trend.
      • 3.1.3.2. Rising digitalization across different industries.

Chapter 4. Global Contact Center as a Service (CCaaS) Market Industry Analysis

  • 4.1. Porter's 5 Force Model
    • 4.1.1. Bargaining Power of Suppliers
    • 4.1.2. Bargaining Power of Buyers
    • 4.1.3. Threat of New Entrants
    • 4.1.4. Threat of Substitutes
    • 4.1.5. Competitive Rivalry
    • 4.1.6. Futuristic Approach to Porter's 5 Force Model (2018-2028)
  • 4.2. PEST Analysis
    • 4.2.1. Political
    • 4.2.2. Economical
    • 4.2.3. Social
    • 4.2.4. Technological
  • 4.3. Investment Adoption Model
  • 4.4. Analyst Recommendation & Conclusion
  • 4.5. Top investment opportunity
  • 4.6. Top winning strategies

Chapter 5. Risk Assessment: COVID-19 Impact

    • 5.1.1. Assessment of the overall impact of COVID-19 on the industry
    • 5.1.2. Pre COVID-19 and post COVID-19 Market scenario

Chapter 6. Global Contact Center as a Service (CCaaS) Market, by Offering

  • 6.1. Market Snapshot
  • 6.2. Global Contact Center as a Service (CCaaS) Market by Offering, Performance - Potential Analysis
  • 6.3. Global Contact Center as a Service (CCaaS) Market Estimates & Forecasts by Offering 2018-2028 (USD Million)
  • 6.4. Contact Center as a Service (CCaaS) Market, Sub Segment Analysis
    • 6.4.1. Solutions
    • 6.4.2. Services

Chapter 7. Global Contact Center as a Service (CCaaS) Market, by Organization Size

  • 7.1. Market Snapshot
  • 7.2. Global Contact Center as a Service (CCaaS) Market by Organization Size, Performance - Potential Analysis
  • 7.3. Global Contact Center as a Service (CCaaS) Market Estimates & Forecasts by Organization Size 2018-2028 (USD Million)
  • 7.4. Contact Center as a Service (CCaaS) Market, Sub Segment Analysis
    • 7.4.1. Large Enterprise
    • 7.4.2. SME's

Chapter 8. Global Contact Center as a Service (CCaaS) Market, by End Use Industry

  • 8.1. Market Snapshot
  • 8.2. Global Contact Center as a Service (CCaaS) Market by End Use Industry, Performance - Potential Analysis
  • 8.3. Global Contact Center as a Service (CCaaS) Market Estimates & Forecasts by End Use Industry 2018-2028 (USD Million)
  • 8.4. Contact Center as a Service (CCaaS) Market, Sub Segment Analysis
    • 8.4.1. BFSI
    • 8.4.2. IT and Telecommunications
    • 8.4.3. Government
    • 8.4.4. Media and Entertainment
    • 8.4.5. Healthcare

Chapter 9. Global Contact Center as a Service (CCaaS) Market, Regional Analysis

  • 9.1. Contact Center as a Service (CCaaS) Market, Regional Market Snapshot
  • 9.2. North America Contact Center as a Service (CCaaS) Market
    • 9.2.1. U.S. Contact Center as a Service (CCaaS) Market
      • 9.2.1.1. Offering estimates & forecasts, 2018-2028
      • 9.2.1.2. Organization Size estimates & forecasts, 2018-2028
      • 9.2.1.3. End Use Industry estimates & forecasts, 2018-2028
    • 9.2.2. Canada Contact Center as a Service (CCaaS) Market
  • 9.3. Europe Contact Center as a Service (CCaaS) Market Snapshot
    • 9.3.1. U.K. Contact Center as a Service (CCaaS) Market
    • 9.3.2. Germany Contact Center as a Service (CCaaS) Market
    • 9.3.3. France Contact Center as a Service (CCaaS) Market
    • 9.3.4. Spain Contact Center as a Service (CCaaS) Market
    • 9.3.5. Italy Contact Center as a Service (CCaaS) Market
    • 9.3.6. Rest of Europe Contact Center as a Service (CCaaS) Market
  • 9.4. Asia-Pacific Contact Center as a Service (CCaaS) Market Snapshot
    • 9.4.1. China Contact Center as a Service (CCaaS) Market
    • 9.4.2. India Contact Center as a Service (CCaaS) Market
    • 9.4.3. Japan Contact Center as a Service (CCaaS) Market
    • 9.4.4. Australia Contact Center as a Service (CCaaS) Market
    • 9.4.5. South Korea Contact Center as a Service (CCaaS) Market
    • 9.4.6. Rest of Asia Pacific Contact Center as a Service (CCaaS) Market
  • 9.5. Latin America Contact Center as a Service (CCaaS) Market Snapshot
    • 9.5.1. Brazil Contact Center as a Service (CCaaS) Market
    • 9.5.2. Mexico Contact Center as a Service (CCaaS) Market
  • 9.6. Rest of The World Contact Center as a Service (CCaaS) Market

Chapter 10. Competitive Intelligence

  • 10.1. Top Market Strategies
  • 10.2. Company Profiles
    • 10.2.1. AT&T Inc.
      • 10.2.1.1. Key Information
      • 10.2.1.2. Overview
      • 10.2.1.3. Financial (Subject to Data Availability)
      • 10.2.1.4. Product Summary
      • 10.2.1.5. Recent Developments
    • 10.2.2. Cisco Systems
    • 10.2.3. Microsoft Corporation
    • 10.2.4. Accenture LLP
    • 10.2.5. Amazon.com Inc. (AWS)
    • 10.2.6. IBM Corporation
    • 10.2.7. Alphabet Inc. (Google Corporation)
    • 10.2.8. Unify Inc.
    • 10.2.9. Five9, Inc.
    • 10.2.10. Avaya, Inc.

Chapter 11. Research Process

  • 11.1. Research Process
    • 11.1.1. Data Mining
    • 11.1.2. Analysis
    • 11.1.3. Market Estimation
    • 11.1.4. Validation
    • 11.1.5. Publishing
  • 11.2. Research Attributes
  • 11.3. Research Assumption
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