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시장보고서
상품코드
1915316
컨택센터 시장(2026-2030년)Global Contact Center Market 2026-2030 |
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세계의 컨택센터 시장은 2025-2030년 2,593억 달러 증가하고, 예측 기간 중 연평균 복합 성장률(CAGR)은 11.1%로 예측되고 있습니다. 본 보고서에서는 세계의 컨택센터 시장에 관한 종합적 분석, 시장 규모와 예측, 동향, 성장요인, 과제와 약 25개사 벤더 분석 등의 정보를 제공합니다.
본 보고서는 현재 시장 상황, 최신 시장 동향 및 촉진요인, 시장 환경 전반에 대한 최신 분석을 제공합니다. 시장 성장은 기업의 운영 비용 절감, 효과적인 수익 창출을 위한 CRM 개선의 필요성, 컨택센터로의 IVR 통합에 의해 주도되고 있습니다.
이번 조사는 업계 주요 관계자들의 정보를 포함한 1차 정보와 2차 정보의 객관적인 조합을 통해 이루어졌습니다. 이 보고서에는 주요 기업 분석과 함께 종합적인 시장 규모 데이터, 지역별 분석과 함께 부문 및 공급업체 현황이 포함되어 있습니다. 보고서에는 과거 데이터와 예측 데이터가 포함되어 있습니다.
| 시장 범위 | |
|---|---|
| 기준 연도 | 2026년 |
| 종료 연도 | 2030년 |
| 예측 기간 | 2026-2030년 |
| 성장 모멘텀 | 가속 |
| YOY 2026 | 10% |
| CAGR | 11.1% |
| 증가액 | 2,593억 달러 |
이번 조사에서 향후 몇 년간 세계 컨택센터 시장의 성장을 견인할 주요 요인 중 하나로 업무 효율화를 위한 챗봇 도입이 꼽혔습니다. 또한, 클라우드 기반 컨택센터의 보급 확대와 맞춤형 솔루션 제공을 목적으로 한 AI의 컨택센터 도입이 진행됨에 따라 시장에서 상당한 수요가 예상됩니다.
목차
제1장 주요 요약
제2장 Technavio 분석
- 가격, 수명주기, 고객 구입 바스켓, 채택 비율, 구입 기준 분석
- 인풋의 중요성과 차별화 요인
- 혼란 요인
- 성장 촉진요인과 과제의 영향
제3장 시장 구도
- 시장 생태계
- 시장 특징
- 밸류체인 분석
제4장 시장 규모
- 시장의 정의
- 시장 부문 분석
- 시장 규모(2025년)
- 시장 전망(2025-2030년)
제5장 시장 규모 실적
- 세계의 컨택센터 시장(2020-2024년)
- 유형별 분석(2020-2024년)
- 전개별 분석(2020-2024년)
- 서비스별 분석(2020-2024년)
- 지역별 분석(2020-2024년)
- 국가별 분석(2020-2024년)
제6장 정성 분석
- AI가 미치는 영향 - 세계의 컨택센터 시장
제7장 Five Forces 분석
- Five Forces 요약
- 바이어의 교섭력
- 공급 기업의 교섭력
- 신규 진출업체의 위협
- 대체품의 위협
- 경쟁 위협
- 시장 현황
제8장 시장 세분화 : 유형별
- 비교 : 유형별
- 음성 기반
- 텍스트 기반
- 소셜미디어 기반
- 시장 기회 : 유형별
제9장 시장 세분화 : 전개 형태별
- 비교 : 전개 형태별
- On-Premise
- 클라우드 기반
- 시장 기회 : 전개 형태별
제10장 시장 세분화 : 서비스별
- 비교 : 서비스별
- 전문 서비스
- 매니지드 서비스
- 클라우드 기반 컨택센터 서비스
- 시장 기회 : 서비스별
제11장 고객 상황
제12장 지역별 상황
- 지역별 세분화
- 지역별 비교
- 북미
- 미국
- 캐나다
- 멕시코
- 아시아태평양
- 중국
- 인도
- 일본
- 필리핀
- 호주
- 인도네시아
- 유럽
- 독일
- 프랑스
- 영국
- 스페인
- 네덜란드
- 이탈리아
- 남미
- 브라질
- 아르헨티나
- 콜롬비아
- 중동 및 아프리카
- 남아프리카공화국
- 아랍에미리트(UAE)
- 사우디아라비아
- 이집트
- 나이지리아
- 시장 기회 : 지역별
제13장 촉진요인·과제·기회
- 시장 성장 촉진요인
- 시장이 해결해야 할 과제
- 성장 촉진요인과 과제의 영향
- 시장 기회
제14장 경쟁 구도
- 개요
- 경쟁 구도
- 파괴적 혁신 상황
- 업계 리스크
제15장 경쟁 분석
- 기업 개요
- 기업 순위 지표
- 기업의 시장 포지셔닝
- 8x8 Inc.
- ALE International
- Alvaria Inc.
- Amazon.com Inc.
- Ameyo Pvt Ltd.
- Atos SE
- Avaya LLC
- Cisco Systems Inc.
- Enghouse Systems Ltd.
- Five9 Inc.
- Genesys Telecom Lab Inc.
- Google LLC
- Mitel Networks Corp.
- NEC Corp.
- NICE Ltd.
제16장 부록
LSH 26.02.04The global contact center market is forecasted to grow by USD 259.3 bn during 2025-2030, accelerating at a CAGR of 11.1% during the forecast period. The report on the global 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 focus on reducing operating costs of businesses, necessity to improve crm for effective revenue generation, integration of ivr into contact centers.
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 size data, segment with regional analysis and vendor landscape in addition to an analysis of the key companies. Reports have historic and forecast data.
| Market Scope | |
|---|---|
| Base Year | 2026 |
| End Year | 2030 |
| Series Year | 2026-2030 |
| Growth Momentum | Accelerate |
| YOY 2026 | 10% |
| CAGR | 11.1% |
| Incremental Value | $259.3 bn |
Technavio's global contact center market is segmented as below:
By Type
- Voice-based
- Text-based
- Social media-based
By Deployment
- On-premises
- Cloud-based
By Service
- Professional services
- Managed services
- Cloud-based contact center as a services
Geography
- North America
- US
- Canada
- Mexico
- APAC
- China
- India
- Japan
- Philippines
- Australia
- Indonesia
- Europe
- Germany
- France
- UK
- Spain
- The Netherlands
- Italy
- South America
- Brazil
- Argentina
- Colombia
- Middle East and Africa
- South Africa
- UAE
- Egypt
- Rest of World (ROW)
This study identifies the integration of chatbots into businesses for better turnaround times as one of the prime reasons driving the global contact center market growth during the next few years. Also, rising adoption of cloud-based contact centers and incorporation of AI into contact centers for providing customized solutions will lead to sizable demand in the market.
The report on the global contact center market covers the following areas:
- Global contact center market sizing
- Global contact center market forecast
- Global 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 global contact center market vendors that include 8x8 Inc., ALE International, Alvaria Inc., Amazon.com Inc., Ameyo Pvt Ltd., Atos SE, Avaya LLC, Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecom Lab Inc., Google LLC, Mitel Networks Corp., NEC Corp., NICE Ltd., SAP SE, Vocalcom Group, Vonage Holdings Corp., Zendesk Inc., ZTE Corp.. Also, the global 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 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 Geography
- Executive Summary - Chart on Market Segmentation by Type
- Executive Summary - Chart on Market Segmentation by Deployment
- Executive Summary - Chart on Market Segmentation by Service
- 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
- 2.3 Factors of disruption
- 2.4 Impact of drivers and challenges
3 Market Landscape
- 3.1 Market ecosystem
- 3.2 Market characteristics
- 3.3 Value chain analysis
4 Market Sizing
- 4.1 Market definition
- 4.2 Market segment analysis
- Market segments
- 4.3 Market size 2025
- 4.4 Market outlook: Forecast for 2025-2030
5 Historic Market Size
- 5.1 Global Contact Center Market 2020 - 2024
- Historic Market Size - Data Table on Global Contact Center Market 2020 - 2024 ($ billion)
- 5.2 Type segment analysis 2020 - 2024
- Historic Market Size - Type Segment 2020 - 2024 ($ billion)
- 5.3 Deployment segment analysis 2020 - 2024
- Historic Market Size - Deployment Segment 2020 - 2024 ($ billion)
- 5.4 Service segment analysis 2020 - 2024
- Historic Market Size - Service Segment 2020 - 2024 ($ billion)
- 5.5 Geography segment analysis 2020 - 2024
- Historic Market Size - Geography Segment 2020 - 2024 ($ billion)
- 5.6 Country segment analysis 2020 - 2024
- Historic Market Size - Country Segment 2020 - 2024 ($ billion)
6 Qualitative Analysis
- 6.1 Impact of AI on The Global Contact Center Market
7 Five Forces Analysis
- 7.1 Five forces summary
- Five forces analysis - Comparison between 2025 and 2030
- 7.2 Bargaining power of buyers
- Bargaining power of buyers - Impact of key factors 2025 and 2030
- 7.3 Bargaining power of suppliers
- Bargaining power of suppliers - Impact of key factors in 2025 and 2030
- 7.4 Threat of new entrants
- Threat of new entrants - Impact of key factors in 2025 and 2030
- 7.5 Threat of substitutes
- Threat of substitutes - Impact of key factors in 2025 and 2030
- 7.6 Threat of rivalry
- Threat of rivalry - Impact of key factors in 2025 and 2030
- 7.7 Market condition
8 Market Segmentation by Type
- 8.1 Market segments
- 8.2 Comparison by Type
- 8.3 Voice-based - Market size and forecast 2025-2030
- 8.4 Text-based - Market size and forecast 2025-2030
- 8.5 Social media-based - Market size and forecast 2025-2030
- 8.6 Market opportunity by Type
- Market opportunity by Type ($ billion)
9 Market Segmentation by Deployment
- 9.1 Market segments
- 9.2 Comparison by Deployment
- 9.3 On-premises - Market size and forecast 2025-2030
- 9.4 Cloud-based - Market size and forecast 2025-2030
- 9.5 Market opportunity by Deployment
- Market opportunity by Deployment ($ billion)
10 Market Segmentation by Service
- 10.1 Market segments
- 10.2 Comparison by Service
- 10.3 Professional services - Market size and forecast 2025-2030
- 10.4 Managed services - Market size and forecast 2025-2030
- 10.5 Cloud-based contact center as a services - Market size and forecast 2025-2030
- 10.6 Market opportunity by Service
- Market opportunity by Service ($ billion)
11 Customer Landscape
- 11.1 Customer landscape overview
- Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
12 Geographic Landscape
- 12.1 Geographic segmentation
- 12.2 Geographic comparison
- 12.3 North America - Market size and forecast 2025-2030
- 12.3.1 US - Market size and forecast 2025-2030
- 12.3.2 Canada - Market size and forecast 2025-2030
- 12.3.3 Mexico - Market size and forecast 2025-2030
- 12.4 APAC - Market size and forecast 2025-2030
- 12.4.1 China - Market size and forecast 2025-2030
- 12.4.2 India - Market size and forecast 2025-2030
- 12.4.3 Japan - Market size and forecast 2025-2030
- 12.4.4 Philippines - Market size and forecast 2025-2030
- 12.4.5 Australia - Market size and forecast 2025-2030
- 12.4.6 Indonesia - Market size and forecast 2025-2030
- 12.5 Europe - Market size and forecast 2025-2030
- 12.5.1 Germany - Market size and forecast 2025-2030
- 12.5.2 France - Market size and forecast 2025-2030
- 12.5.3 UK - Market size and forecast 2025-2030
- 12.5.4 Spain - Market size and forecast 2025-2030
- 12.5.5 The Netherlands - Market size and forecast 2025-2030
- 12.5.6 Italy - Market size and forecast 2025-2030
- 12.6 South America - Market size and forecast 2025-2030
- 12.6.1 Brazil - Market size and forecast 2025-2030
- 12.6.2 Argentina - Market size and forecast 2025-2030
- 12.6.3 Colombia - Market size and forecast 2025-2030
- 12.7 Middle East and Africa - Market size and forecast 2025-2030
- 12.7.1 South Africa - Market size and forecast 2025-2030
- 12.7.2 UAE - Market size and forecast 2025-2030
- 12.7.3 Saudi Arabia - Market size and forecast 2025-2030
- 12.7.4 Egypt - Market size and forecast 2025-2030
- 12.7.5 Nigeria - Market size and forecast 2025-2030
- 12.8 Market opportunity by geography
- Market opportunity by geography ($ billion)
- Data Tables on Market opportunity by geography ($ billion)
13 Drivers, Challenges, and Opportunity
- 13.1 Market drivers
- Focus on reducing operating costs of businesses
- Necessity to improve CRM for effective revenue generation
- Integration of IVR into contact centers
- 13.2 Market challenges
- Rising cybersecurity threats associated with contact centers
- Low employee engagement and attrition level in contact centers
- Need to adhere to regulatory requirements regarding personal data
- 13.3 Impact of drivers and challenges
- Impact of drivers and challenges in 2025 and 2030
- 13.4 Market opportunities
- Integration of chatbots into businesses for better turnaround times
- Rising adoption of cloud-based contact centers
- Incorporation of AI into contact centers for providing customized solutions
14 Competitive Landscape
- 14.1 Overview
- 14.2 Competitive Landscape
- Overview on criticality of inputs and factors of differentiation
- 14.3 Landscape disruption
- Overview on factors of disruption
- 14.4 Industry risks
- Impact of key risks on business
15 Competitive Analysis
- 15.1 Companies profiled
- Companies covered
- 15.2 Company ranking index
- Company ranking index
- 15.3 Market positioning of companies
- Matrix on companies position and classification
- 15.4 8x8 Inc.
- 8x8 Inc. - Overview
- 8x8 Inc. - Product / Service
- 8x8 Inc. - Key news
- 8x8 Inc. - Key offerings
- SWOT
- 15.5 ALE International
- ALE International - Overview
- ALE International - Product / Service
- ALE International - Key offerings
- SWOT
- 15.6 Alvaria Inc.
- Alvaria Inc. - Overview
- Alvaria Inc. - Product / Service
- Alvaria Inc. - Key offerings
- SWOT
- 15.7 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
- 15.8 Ameyo Pvt Ltd.
- Ameyo Pvt Ltd. - Overview
- Ameyo Pvt Ltd. - Product / Service
- Ameyo Pvt Ltd. - Key offerings
- SWOT
- 15.9 Atos SE
- Atos SE - Overview
- Atos SE - Business segments
- Atos SE - Key news
- Atos SE - Key offerings
- Atos SE - Segment focus
- SWOT
- 15.10 Avaya LLC
- Avaya LLC - Overview
- Avaya LLC - Product / Service
- Avaya LLC - Key news
- Avaya LLC - Key offerings
- SWOT
- 15.11 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
- 15.12 Enghouse Systems Ltd.
- Enghouse Systems Ltd. - Overview
- Enghouse Systems Ltd. - Business segments
- Enghouse Systems Ltd. - Key offerings
- Enghouse Systems Ltd. - Segment focus
- SWOT
- 15.13 Five9 Inc.
- Five9 Inc. - Overview
- Five9 Inc. - Product / Service
- Five9 Inc. - Key news
- Five9 Inc. - Key offerings
- SWOT
- 15.14 Genesys Telecom Lab Inc.
- Genesys Telecom Lab Inc. - Overview
- Genesys Telecom Lab Inc. - Product / Service
- Genesys Telecom Lab Inc. - Key offerings
- SWOT
- 15.15 Google LLC
- Google LLC - Overview
- Google LLC - Product / Service
- Google LLC - Key offerings
- SWOT
- 15.16 Mitel Networks Corp.
- Mitel Networks Corp. - Overview
- Mitel Networks Corp. - Product / Service
- Mitel Networks Corp. - Key offerings
- SWOT
- 15.17 NEC Corp.
- NEC Corp. - Overview
- NEC Corp. - Business segments
- NEC Corp. - Key news
- NEC Corp. - Key offerings
- NEC Corp. - Segment focus
- SWOT
- 15.18 NICE Ltd.
- NICE Ltd. - Overview
- NICE Ltd. - Business segments
- NICE Ltd. - Key news
- NICE Ltd. - Key offerings
- NICE Ltd. - Segment focus
- SWOT
16 Appendix
- 16.1 Scope of the report
- Market definition
- Objectives
- Notes and caveats
- 16.2 Inclusions and exclusions checklist
- Inclusions checklist
- Exclusions checklist
- 16.3 Currency conversion rates for US$
- Currency conversion rates for US$
- 16.4 Research methodology
- Research methodology
- 16.5 Data procurement
- Information sources
- 16.6 Data validation
- Data validation
- 16.7 Validation techniques employed for market sizing
- Validation techniques employed for market sizing
- 16.8 Data synthesis
- Data synthesis
- 16.9 360 degree market analysis
- 360 degree market analysis
- 16.10 List of abbreviations
- List of abbreviations
