亞太地區呼叫中心平台市場－產業趨勢及2030年預測

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亞太地區呼叫中心平台市場－產業趨勢及2030年預測

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  • Upcoming Report
  • Feb 2023
  • Asia-Pacific
  • 350 页面
  • 桌子數： 220
  • 图号： 60
  • Author : Megha Gupta
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Asia Pacific Call Center Platforms Market

市场规模（十亿美元）

CAGR :  % Diagram

Chart Image USD 6,896.81 Million USD 24,217.83 Million 2022 2030
Diagram Forecast Period
 2023 –2030
Diagram Market Size (Base Year)
 USD 6,896.81 Million
Diagram Market Size (Forecast Year)
 USD 24,217.83 Million
Diagram CAGR
 %
Diagram Major Markets Players
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亞太地區呼叫中心平台市場，按產品（軟體和服務）、平台（外撥撥號器、入站語音、網路聊天、全通路代理、社交媒體、電子郵件、訊息傳遞等）、組織規模（大型組織和中小型組織）、部署模型（內部部署、混合和雲）、行業（IT 和電信、銀行、金融服務和保險、零售、零售、醫療保健和醫療保健行業和醫療保健產業2030 年。

亞太地區呼叫中心平台市場

亞太地區呼叫中心平台市場分析及規模

在這個競爭激烈的市場中，提供​​卓越的客戶體驗已成為每家企業生存和發展的當務之急。呼叫中心平台被所有中小型企業和大型企業用作提供卓越客戶服務和提高客戶留存率的工具。企業已經意識到，借助呼叫中心平台，他們可以提高利潤和在全球市場的信譽。

Data Bridge Market Research 分析稱，呼叫中心平台市場在 2022 年的價值為 68.9681 億美元，到 2030 年將達到 242.1783 億美元，在 2023 年至 2030 年的預測期內，複合年增長率為 17.00%。除了市場價值、成長率、細分市場、地理覆蓋範圍、市場參與者和市場情景等市場洞察外，Data Bridge Market Research 團隊策劃的市場報告還包括深入的專家分析、進出口分析、定價分析、生產消費分析和 pestle 分析。

亞太地區呼叫中心平台市場範圍與細分  

報告指標

細節

預測期

2023年至2030年

基準年

2022

歷史歲月

2021（可自訂為 2015 - 2020 年）

定量單位

收入（百萬美元）、銷售（單位）、定價（美元）

涵蓋的領域

產品（軟體和服務）、平台（外撥撥號器、入站語音、網路聊天、全通路代理、社交媒體、電子郵件、訊息等）、組織規模（大型組織和中小型組織）、部署模型（本地、混合和雲端）、產業（IT 和電信、銀行、金融服務和保險、零售、醫療保健、政府、旅遊和酒店、運輸和教育製造、娛樂

覆蓋國家

亞太地區 (APAC) 中的中國、日本、印度、韓國、新加坡、馬來西亞、澳洲、泰國、印尼、菲律賓、亞太地區 (APAC) 其他地區

涵蓋的市場參與者

Oracle（美國）、IBM（美國）、Microsoft（美國）、VMware, Inc.（美國）、Dell Inc.（美國）、Google LLC（美國）、Cisco Systems, Inc.（美國）、Red Hat, Inc.（美國）、Getronics（荷蘭）、Hewlett Packard Development LP（美國）、 Enterprise Corporation（日本）、美國）、儀表公司（日本）

市場機會
  • 全通路解決方案和技術的使用是主要驅動力

市場定義

呼叫中心平台是企業用來與客戶/潛在客戶建立聯繫的平台，旨在簡化客戶流程、解決客戶投訴並提供客戶處理服務。這些平台致力於透過本地、混合或雲端服務提供最佳的客戶體驗 (CX)。企業正在部署核心聯絡中心功能，包括數位座席、語音分析、智慧路由、基於技能的路由和洞察。

呼叫中心平台市場動態

驅動程式

  • 越來越注重維護客戶關係將促進市場成長

商業世界始終秉持「客戶至上」的理念。隨著全球化的不斷發展，國內外市場參與者的數量激增。為了在競爭中生存，這些參與者正致力於提高客戶留存率並增強客戶忠誠度。如今，提升客戶體驗的需求已變得愈發重要。因此，預測期內全球呼叫中心平台數量將持續成長。

  • 越來越多地使用基於雲端的軟體解決方案將推動成長

預計雲端呼叫中心的使用率將提高，這將增加對呼叫中心平台的需求，並加速市場擴張。透過雲端技術，客服人員可以從任何位置連接並即時存取客戶資訊。此外，雲端呼叫中心解決方案消除了全職員工必須親自到現場辦公的必要性；這項技術也使客服人員能夠遠端辦公。   

機會

  • 全通路解決方案和技術的使用是主要驅動力

根據最近的一項調查，部署全通路解決方案與客戶互動的公司的員工留任率更高。調查進一步表明，提供全通路服務的公司的平均客戶利潤率比其他公司高出61%。此外，將SaaS、IaaS和PaaS等先進的軟體解決方案與這些全通路解決方案結合，將成為重要的成長決定性機會。

限制/挑戰

  • 高成本將阻礙市場成長率

全通路解決方案部署的高成本和高昂的維護成本將阻礙市場的成長。中小型企業收入較低，難以輕鬆取得技術先進的服務。因此，這些產業依賴傳統的客戶處理技術，對採用率產生負面影響。  

本呼叫中心平台市場報告詳細介紹了近期發展動態、貿易法規、進出口分析、生產分析、價值鏈優化、市場份額、國內和本地市場參與者的影響，並分析了新興收入來源、市場法規變化、戰略市場增長分析、市場規模、品類市場增長、應用領域和主導地位、產品審批、產品發布、地域擴展以及市場技術創新等方面的機遇。如需了解更多關於呼叫中心平台市場的信息，請聯繫 Data Bridge 市場研究公司獲取分析師簡報，我們的團隊將幫助您做出明智的市場決策，實現市場成長。

最新動態

  • 根據 8X8, Inc. 的公告，2021 年，加拿大緊急和專科寵物醫院及服務供應商 DMV Veterinary Centers 推出了經微軟認證的適用於 Microsoft Teams 的 8x8 聯絡中心。

亞太地區呼叫中心平台市場範圍

呼叫中心平台市場根據產品、平台、組織規模、部署模式和最終用戶產業進行細分。這些細分市場的成長將有助於您分析行業中成長乏力的細分市場，並為用戶提供有價值的市場概覽和市場洞察，幫助他們做出策略決策，確定核心市場應用。

奉獻

  • 軟體
  • 服務

平台

  • 外撥撥號器
  • 入站語音
  • 網路聊天
  • 全通路代理商
  • 社群媒體
  • 電子郵件
  • 訊息傳遞
  • 其他的

 組織規模

  • 大型組織
  • 中小型組織

部署模型

  • 本地部署
  • 雜交種
  • 雲

終端用戶 產業

  • 資訊科技和電信
  • 銀行業
  • 金融服務和保險
  • 零售
  • 衛生保健
  • 政府
  • 旅遊與飯店
  • 運輸和物流
  • 媒體與娛樂
  • 教育
  • 製造業
  • 能源和公用事業
  • 其他的

呼叫中心平台市場區域分析/洞察

對呼叫中心平台市場進行了分析，並根據上述國家、產品、平台、組織規模、部署模式和最終用戶行業提供了市場規模洞察和趨勢。

呼叫中心平台市場報告涵蓋的國家包括亞太地區的中國、日本、印度、韓國、新加坡、馬來西亞、澳洲、泰國、印尼、菲律賓和亞太地區的其他地區（APAC）。

中國在亞太地區佔據呼叫中心平台市場的主導地位，並將在預測期內繼續保持主導地位。該地區佔據主導地位的主要因素包括：ICT產業的成長和擴張、聯絡/呼叫中心越來越多地部署基於雲端的解決方案，以及企業對提升客戶體驗的日益重視。

報告的國家部分還提供了各個市場的影響因素以及國內市場監管變化，這些變化會影響市場的當前和未來趨勢。下游和上游價值鏈分析、技術趨勢、波特五力模型分析以及案例研究等數據點是預測各國市場狀況的一些指標。此外，在對國家/地區數據進行預測分析時，還考慮了全球品牌的存在和可用性，以及它們因本土和國內品牌的激烈競爭或稀缺而面臨的挑戰，國內關稅和貿易路線的影響。

競爭格局與呼叫中心平台市場佔有率分析

呼叫中心平台市場競爭格局提供了按競爭對手劃分的詳細資訊。詳細資訊包括公司概況、公司財務狀況、收入、市場潛力、研發投入、新市場計劃、全球業務、生產基地和設施、生產能力、公司優勢和劣勢、產品發布、產品寬度和廣度以及應用主導地位。以上提供的數據僅與公司在呼叫中心平台市場的重點相關。

呼叫中心平台市場的一些主要參與者包括：

  • 甲骨文（美國）
  • IBM（美國）
  • 微軟（美國）
  • VMware, Inc.（美國）
  • 戴爾公司（美國）
  • 谷歌有限責任公司（美國）
  • 思科系統公司（美國）
  • Red Hat, Inc.（美國）
  • Getronics（荷蘭）
  • 惠普企業開發有限公司（美國）
  • NEC公司（日本）
  • ATandT知識產權（美國）
  • Citrix Systems, Inc.（美國）
  • NTT DATA株式會社（日本）

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目录

1 INTRODUCTION

1.1 OBJECTIVES OF THE STUDY

1.2 MARKET DEFINITION

1.3 OVERVIEW OF ASIA-PACIFIC CALL CENTER PLATFORMS MARKET

1.4 CURRENCY AND PRICING

1.5 LIMITATION

1.6 MARKETS COVERED

2 MARKET SEGMENTATION

2.1 KEY TAKEAWAYS

2.2 ARRIVING AT THE ASIA-PACIFIC CALL CENTER PLATFORMS MARKET

2.2.1 VENDOR POSITIONING GRID

2.2.2 TECHNOLOGY LIFE LINE CURVE

2.2.3 MARKET GUIDE

2.2.4 COMPANY POSITIONING GRID

2.2.5 COMAPANY MARKET SHARE ANALYSIS

2.2.6 MULTIVARIATE MODELLING

2.2.7 TOP TO BOTTOM ANALYSIS

2.2.8 STANDARDS OF MEASUREMENT

2.2.9 VENDOR SHARE ANALYSIS

2.2.10 DATA POINTS FROM KEY PRIMARY INTERVIEWS

2.2.11 DATA POINTS FROM KEY SECONDARY DATABASES

2.3 ASIA-PACIFIC CALL CENTER PLATFORMS MARKET: RESEARCH SNAPSHOT

2.4 ASSUMPTIONS

3 MARKET OVERVIEW

3.1 DRIVERS

3.2 RESTRAINTS

3.3 OPPORTUNITIES

3.4 CHALLENGES

4 EXECUTIVE SUMMARY

 

5 PREMIUM INSIGHT

5.1 PORTERS FIVE FORCES

5.2 REGULATORY STANDARDS

5.3 TECHNOLOGICAL TRENDS

5.4 PATENT ANALYSIS

5.5 CASE STUDY

5.6 VALUE CHAIN ANALYSIS

5.7 COMPANY COMPARITIVE ANALYSIS

6 ASIA-PACIFIC CALL CENTER PLATFORMS MARKET, BY TYPE

6.1 OVERVIEW

6.2 INBOUND CALL CENTER

6.3 OUTBOUND CALL CENTER

6.4 BLENDED CALL CENTER

6.5 IN-HOUSE CALL CENTER

6.6 OUTSOURCED CALL CENTER

6.7 OFFSHORE CALL CENTER

6.8 VIRTUAL CALL CENTER

7 ASIA-PACIFIC CALL CENTER PLATFORMS MARKET, BY OFFERING

7.1 OVERVIEW

7.2 SOFTWARE

7.2.1 CONTACT ROUTING SOFTWARE

7.2.2 QUALITY MANAGEMENT SOFTWARE

7.2.3 SPEECH/TEXT ANALYTICS SOFTWARE

7.2.4 WORKFORCE MANAGEMNET SOFTWARE

7.2.5 CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE

7.2.6 INTEGRATED VOICE RESPONSE SOFTWARE

7.2.7 OUTBOUND DAILING SOFTWARE

7.2.8 POST-CONTACT SURVEY SOFTWARE

7.3 SERVICES

7.3.1 CONSULTING

7.3.2 IMPLEMENTATION & INTEGRATION

8 ASIA-PACIFIC CALL CENTER PLATFORMS MARKET, BY DEPLOYMENT MODE

8.1 OVERVIEW

8.2 ON-PREMISE

8.3 HYBRID

8.4 CLOUD

9 ASIA-PACIFIC CALL CENTER PLATFORMS MARKET, BY ENTERPRISE SIZE

9.1 OVERVIEW

9.2 SMALL ENTERPRISE

9.3 MEDIUM ENTERPRISE

9.4 LARGE ENTERPRISE

10 ASIA-PACIFIC CALL CENTER PLATFORMS MARKET, BY END USER

10.1 OVERVIEW

10.2 RETAIL

10.3 MANUFACTURING

10.4 HEALTHCARE

10.5 TRAVEL & HOSPITALITY

10.6 TRANSPORTATION & LOGISTICS

10.7 MEDIA & ENTERTAINMENT

10.8 GOVERNMENT

10.9 EDUCATION

10.1 BFSI

10.11 IT & TELECOMMUNICATION

10.12 OTHERS

11 ASIA-PACIFIC CALL CENTER PLATFORMS MARKET, BY GEOGRAPHY

ASIA-PACIFIC CALL CENTER PLATFORMS MARKET, (ALL SEGMENTATION PROVIDED ABOVE IS REPRESENTED IN THIS CHAPTER BY COUNTRY)

11.1 ASIA PACIFIC

11.1.1 JAPAN

11.1.2 CHINA

11.1.3 SOUTH KOREA

11.1.4 INDIA

11.1.5 AUSTRALIA

11.1.6 NEW ZEALAND

11.1.7 SINGAPORE

11.1.8 THAILAND

11.1.9 MALAYSIA

11.1.10 INDONESIA

11.1.11 PHILIPPINES

11.1.12 TAIWAN

11.1.13 VIETNAM

11.1.14 REST OF ASIA PACIFIC

11.2 KEY PRIMARY INSIGHTS: BY MAJOR COUNTRIES

12 ASIA-PACIFIC CALL CENTER PLATFORMS MARKET,COMPANY LANDSCAPE

12.1 COMPANY SHARE ANALYSIS: ASIA PACIFIC

12.2 MERGERS & ACQUISITIONS

12.3 NEW PRODUCT DEVELOPMENT AND APPROVALS

12.4 EXPANSIONS

12.5 REGULATORY CHANGES

12.6 PARTNERSHIP AND OTHER STRATEGIC DEVELOPMENTS

13 ASIA-PACIFIC CALL CENTER PLATFORMS MARKET, SWOT & DBMR ANALYSIS

14 ASIA-PACIFIC CALL CENTER PLATFORMS MARKET, COMPANY PROFILE

14.1 ORACLE

14.1.1 COMPANY SNAPSHOT

14.1.2 REVENUE ANALYSIS

14.1.3 GEOGRAPHIC PRESENCE

14.1.4 PRODUCT PORTFOLIO

14.1.5 RECENT DEVELOPMENT

14.2 IBM

14.2.1 COMPANY SNAPSHOT

14.2.2 REVENUE ANALYSIS

14.2.3 GEOGRAPHIC PRESENCE

14.2.4 PRODUCT PORTFOLIO

14.2.5 RECENT DEVELOPMENT

14.3 MICROSOFT

14.3.1 COMPANY SNAPSHOT

14.3.2 REVENUE ANALYSIS

14.3.3 GEOGRAPHIC PRESENCE

14.3.4 PRODUCT PORTFOLIO

14.3.5 RECENT DEVELOPMENT

14.4 VMWARE, INC.

14.4.1 COMPANY SNAPSHOT

14.4.2 REVENUE ANALYSIS

14.4.3 GEOGRAPHIC PRESENCE

14.4.4 PRODUCT PORTFOLIO

14.4.5 RECENT DEVELOPMENT

 

14.5 DELL, INC

14.5.1 COMPANY SNAPSHOT

14.5.2 REVENUE ANALYSIS

14.5.3 GEOGRAPHIC PRESENCE

14.5.4 PRODUCT PORTFOLIO

14.5.5 RECENT DEVELOPMENT

14.6 GOOGLE

14.6.1 COMPANY SNAPSHOT

14.6.2 REVENUE ANALYSIS

14.6.3 GEOGRAPHIC PRESENCE

14.6.4 PRODUCT PORTFOLIO

14.6.5 RECENT DEVELOPMENT

14.7 CISCO SYSTEMS, INC.

14.7.1 COMPANY SNAPSHOT

14.7.2 REVENUE ANALYSIS

14.7.3 GEOGRAPHIC PRESENCE

14.7.4 PRODUCT PORTFOLIO

14.7.5 RECENT DEVELOPMENT

14.8 RACKSPACE TECHNOLOGY

14.8.1 COMPANY SNAPSHOT

14.8.2 REVENUE ANALYSIS

14.8.3 GEOGRAPHIC PRESENCE

14.8.4 PRODUCT PORTFOLIO

14.8.5 RECENT DEVELOPMENT

14.9 REDCENTRIC PLC

14.9.1 COMPANY SNAPSHOT

14.9.2 REVENUE ANALYSIS

14.9.3 GEOGRAPHIC PRESENCE

14.9.4 PRODUCT PORTFOLIO

14.9.5 RECENT DEVELOPMENT

14.1 GETRONICS

14.10.1 COMPANY SNAPSHOT

14.10.2 REVENUE ANALYSIS

14.10.3 GEOGRAPHIC PRESENCE

14.10.4 PRODUCT PORTFOLIO

14.10.5 RECENT DEVELOPMENT

 

14.11 NEC CORPORATION

14.11.1 COMPANY SNAPSHOT

14.11.2 REVENUE ANALYSIS

14.11.3 GEOGRAPHIC PRESENCE

14.11.4 PRODUCT PORTFOLIO

14.11.5 RECENT DEVELOPMENT

14.12 AMEYO

14.12.1 COMPANY SNAPSHOT

14.12.2 REVENUE ANALYSIS

14.12.3 GEOGRAPHIC PRESENCE

14.12.4 PRODUCT PORTFOLIO

14.12.5 RECENT DEVELOPMENT

14.13 CITRIX SYSTEMS, INC.

14.13.1 COMPANY SNAPSHOT

14.13.2 REVENUE ANALYSIS

14.13.3 GEOGRAPHIC PRESENCE

14.13.4 PRODUCT PORTFOLIO

14.13.5 RECENT DEVELOPMENT

14.14 NTT LIMITED

14.14.1 COMPANY SNAPSHOT

14.14.2 REVENUE ANALYSIS

14.14.3 GEOGRAPHIC PRESENCE

14.14.4 PRODUCT PORTFOLIO

14.14.5 RECENT DEVELOPMENT

14.15 TRANSCOM

14.15.1 COMPANY SNAPSHOT

14.15.2 REVENUE ANALYSIS

14.15.3 GEOGRAPHIC PRESENCE

14.15.4 PRODUCT PORTFOLIO

14.15.5 RECENT DEVELOPMENT

14.16 SYKES ENTERPRISES, INCORPORATED

14.16.1 COMPANY SNAPSHOT

14.16.2 REVENUE ANALYSIS

14.16.3 GEOGRAPHIC PRESENCE

14.16.4 PRODUCT PORTFOLIO

14.16.5 RECENT DEVELOPMENT

 

14.17 HINDUJA GLOBAL SOLUTIONS LTD

14.17.1 COMPANY SNAPSHOT

14.17.2 REVENUE ANALYSIS

14.17.3 GEOGRAPHIC PRESENCE

14.17.4 PRODUCT PORTFOLIO

14.17.5 RECENT DEVELOPMENT

14.18 WIPRO

14.18.1 COMPANY SNAPSHOT

14.18.2 REVENUE ANALYSIS

14.18.3 GEOGRAPHIC PRESENCE

14.18.4 PRODUCT PORTFOLIO

14.18.5 RECENT DEVELOPMENT

14.19 TTEC

14.19.1 COMPANY SNAPSHOT

14.19.2 REVENUE ANALYSIS

14.19.3 GEOGRAPHIC PRESENCE

14.19.4 PRODUCT PORTFOLIO

14.19.5 RECENT DEVELOPMENT

14.2 ALORICA, INC

14.20.1 COMPANY SNAPSHOT

14.20.2 REVENUE ANALYSIS

14.20.3 GEOGRAPHIC PRESENCE

14.20.4 PRODUCT PORTFOLIO

14.20.5 RECENT DEVELOPMENT

NOTE: THE COMPANIES PROFILED IS NOT EXHAUSTIVE LIST AND IS AS PER OUR PREVIOUS CLIENT REQUIREMENT. WE PROFILE MORE THAN 100 COMPANIES IN OUR STUDY AND HENCE THE LIST OF COMPANIES CAN BE MODIFIED OR REPLACED ON REQUEST

15 CONCLUSION

16 QUESTIONNAIRE

17 RELATED REPORTS

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数据收集和基准年分析是使用具有大样本量的数据收集模块完成的。该阶段包括通过各种来源和策略获取市场信息或相关数据。它包括提前检查和规划从过去获得的所有数据。它同样包括检查不同信息源中出现的信息不一致。使用市场统计和连贯模型分析和估计市场数据。此外，市场份额分析和关键趋势分析是市场报告中的主要成功因素。要了解更多信息，请请求分析师致电或下拉您的询问。

DBMR 研究团队使用的关键研究方法是数据三角测量，其中包括数据挖掘、数据变量对市场影响的分析和主要（行业专家）验证。数据模型包括供应商定位网格、市场时间线分析、市场概览和指南、公司定位网格、专利分析、定价分析、公司市场份额分析、测量标准、全球与区域和供应商份额分析。要了解有关研究方法的更多信息，请向我们的行业专家咨询。

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Data Bridge Market Research 是高级形成性研究领域的领导者。我们为向现有和新客户提供符合其目标的数据和分析而感到自豪。报告可定制，包括目标品牌的价格趋势分析、了解其他国家的市场（索取国家列表）、临床试验结果数据、文献综述、翻新市场和产品基础分析。目标竞争对手的市场分析可以从基于技术的分析到市场组合策略进行分析。我们可以按照您所需的格式和数据样式添加您需要的任意数量的竞争对手数据。我们的分析师团队还可以为您提供原始 Excel 文件数据透视表（事实手册）中的数据，或者可以帮助您根据报告中的数据集创建演示文稿。

Frequently Asked Questions

The Asia-Pacific Call Center Platforms Market will be worth USD 24,217.83 million in the forecast period by 2030
The Asia-Pacific Call Center Platforms Market growth rate is 17.00% during the forecast period.
Increased use of cloud-based software solutions will drive the growth and growing focus on maintaining customer relations are the growth drivers of the Asia-Pacific Call Center Platforms Market.
The offering, platform, organization size, deployment model, and end-user industry are the factors on which the Asia-Pacific Call Center Platforms Market research is based.
Major companies in the Asia-Pacific Call Center Platforms Market are Oracle (U.S.), IBM (U.S.), Microsoft (U.S.), VMware, Inc., (U.S.), Dell Inc., (U.S.), Google LLC (U.S.), Cisco Systems, Inc. (U.S.), Red Hat, Inc. (U.S.), Getronics (Netherlands), Hewlett Packard Enterprise Development LP (U.S.), NEC Corporation (Japan), ATandT Intellectual Property (U.S.), Citrix Systems, Inc. (U.S.) and NTT DATA Corporation (Japan).

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