CCaaS:分析、技術機会、市場予測 2022-2027年

出版:Juniper Research(ジュニパーリサーチ) 出版年月:2022年8月

CCaaS: Vertical Analysis, Technology Opportunities & Market Forecasts 2022-2027
CCaaS:分析、技術機会、市場予測 2022-2027年

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種別 英文調査報告書

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Juniper Research(ジュニパーリサーチ)「CCaaS:分析、技術機会、市場予測 2022-2027年 – CCaaS: Vertical Analysis, Technology Opportunities & Market Forecasts 2022-2027」は CCaaS(コンタクトセンター・アズ・ア・サービス)市場を調査し、主要セグメント別分析および5年予測や主要CCaaSベンダへの提言など、詳細な分析・予測結果を提供しています。

また今後収益化が見込まれるメッセージング、音声、動画技術として、下記についても分析を行っています。

  • 5G双方向通話(インタラクティブコーリング)
  • 通話録音
  • チャットボット
  • 自動ダイヤル
  • インバウンドボイス
  • 双方向音声応答
  • プログラム制御音声
  • RCS
  • SMS

主な掲載内容

  • 今後の技術分析:下記をはじめとする多様な技術の展開におけるCCaaSベンダーの主な収益化機会
    • 5G双方向通話
    • 通話録音
    • チャットボット
    • 自動ダイヤル
    • インバウンドボイス
    • 双方向音声応答
    • プログラム制御音声
    • RCS
    • SMS​
  • CCaaS市場セグメント分析:今後のCCaaS市場の成長を促進するユースケースと収益化戦略を調査。対象7市場は下記の通りです。
    • 銀行&金融
    • 政府
    • ヘルスケア
    • IT&電気通信
    • メディア&エンターテインメント
    • 小売業&eコマース
    • 旅行&ホスピタリティ
  • Juniper Researchの競合スコアボード – CCaaS提供企業17社の特性と能力評価
    • 8×8
    • Avaya
    • Cisco
    • CM.com
    • Enghouse
    • Five9
    • Genesys
    • Infobip
    • Kaleyra
    • Microsoft
    • NICE
    • Oracle
    • SAP
    • Sinch
    • Talkdesk
    • Twilio
    • Vonage
  • 産業予測
    • CCaaSのユーザ総数および収益の5年予測。
    • 契約、音声、モバイルメッセージング、チャットボット、動画、計5つのトラフィックチャネル毎予測
    • 主要8地域60ヶ国を対象
      • 北米
      • ラテンアメリカ
      • 西欧
      • 中東欧
      • 極東&中国
      • インド亜大陸
      • その他のアジア太平洋地域
      • 中東&アフリカ

当レポートは下記疑問への回答につながる情報を提供しています。

  1. 2027年までにCCaaSの市場価値はどのようになるか?
  2. 2022年のCCaaSの主要ベンダーは?
  3. CCaaS市場で導入されるのはどのような最新技術か?
  4. 今後5年間にCCaaS市場が直面する課題とは?
  5. CCaaS市場における上位垂直市場はCCaaS向けソフトウェアをどのように活用しているか?

Report Overview

Juniper Research’s latest CCaaS (Contact Centre-as-a-Service) research offers in-depth analysis and insight into this evolving market. The research includes a comprehensive assessment of key market verticals, along with an evaluation of industry drivers and future market hurdles. It also features key recommendations for CCaaS vendors, 5-year forecasts aligned with strategic analysis, and Juniper Research’s Competitor Leaderboard – which evaluates 17 CCaaS vendors using a number of quantitative and qualitative criteria.

The future monetisation of messaging, voice, and video technologies is also considered, covering:

  • 5G Interactive Calling
  • Call Recording
  • Chatbots
  • Dialler
  • Inbound Voice
  • Interactive Voice Response
  • Programmable Voice
  • RCS
  • SMS

This research suite includes:

  • Market Trends & Strategies (PDF)
  • Competitor Leaderboard (PDF)
  • Data & Forecasting (PDF)
  • 5-year Market Sizing & Forecast Spreadsheet (Excel)
  • 12 Months’ Access to harvest Online Data Platform
Key Market Statistics
Market size in 2022: $4.9bn
Market size in 2027: $15.7bn
2022 to 2027 CAGR: 126%

KEY FEATURES

  • Future Technology Analysis: Key monetisation opportunities for CCaaS vendors when deploying various technologies such as:
    • 5G Interactive Calling
    • Call Recording
    • Chatbots
    • Dialler
    • Inbound Voice
    • Interactive Voice Response
    • Programmable Voice
    • RCS
    • SMS​
  • CCaaS Market Segment Analysis: Deep dive evaluation of the use cases and monetisation strategies that will aid in future CCaaS market growth. The 7 key markets considered here include:
    • Banking & Finance
    • Government
    • Healthcare
    • IT & Telecommunications
    • Media & Entertainment
    • Retail & eCommerce
    • Travel & Hospitality
  • Juniper Research Competitor Leaderboard: Key player capability and capacity assessment for 17 CCaaS providers; positioning them as either an established leader, leading challenger, or disruptor and challenger. Our Competitor Leaderboard scores these companies on their size of operations in the CCaaS space, their extent and breadth of market partnerships, the sophistication of their platforms, and Juniper Research’s view on each company’s innovation and future business prospects. The companies included in Juniper Research’s CCaaS Competitor Leaderboard are:
    • 8×8
    • Avaya
    • Cisco
    • CM.com
    • Enghouse
    • Five9
    • Genesys
    • Infobip
    • Kaleyra
    • Microsoft
    • NICE
    • Oracle
    • SAP
    • Sinch
    • Talkdesk
    • Twilio
    • Vonage
  • Benchmark Industry Forecasts: 5-year forecasts are provided for total CCaaS users, minutes (where applicable), and revenue. These forecasts are split into 5 traffic channels including subscriptions, voice, mobile messaging, chatbots, and video, and further split by our 8 key forecast regions and the 60 countries listed below:
    • North America:
      • Canada, US
    • Latin America:
      • Argentina, Brazil, Chile, Colombia, Ecuador, Mexico, Peru, Uruguay.
    • West Europe:
      • Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, UK.
    • Central & East Europe:
      • Croatia, Czech Republic, Hungary, Poland, Romania, Russia, Turkey, Ukraine.
    • Far East & China:
      • China, Hong Kong, Japan, South Korea.
    • Indian Subcontinent:
      • Bangladesh, India, Nepal, Pakistan.
    • Rest of Asia Pacific:
      • Australia, Indonesia, Malaysia, New Zealand, Philippines, Singapore, Thailand, Vietnam.
    • Africa & Middle East
      • Algeria, Egypt, Israel, Kenya, Kuwait, Nigeria, Qatar, Saudi Arabia, South Africa, United Arab Emirates.

KEY QUESTIONS ANSWERED

  1. What will the CCaaS market be worth by 2027?
  2. Who are the leading CCaaS vendors in 2022?
  3. What are the current technologies innovating the CCaaS market?
  4. What challenges will the CCaaS market face over the next 5 years?
  5. How are the leading market verticals utilising CCaaS software?

COMPANIES REFERENCED

Interviewed: Cisco, CM.com, Enghouse Interactive, Five9, Infobip, Kaleyra, Twilio.

Included in Juniper Research Competitor Leaderboard: 8×8, Avaya, Cisco Systems, CM.com, Enghouse Interactive, Five9, Genesys, Infobip, Kaleyra, Microsoft, NICE, Oracle, SAP, Sinch, Talkdesk, Twilio, Vonage.

Mentioned: 3M, AAA, Accenture, ACEA, Acqueon, Air Asia, Airbnb, Airbus, Aircall, Alcatel-Lucent, Alfa-Bank Kazakhstan, Algolia, Altitude Software, Amazon Web Services, American Airlines, Anam Technologies, Apollo Hospitals, AppGyver, Apple, Apptivo, Asia Insurance 1950, AT&T, ATIS (Alliance for Telecommunications Industry Solutions), Avaya, Banca Sella, Banca Widiba, Bandyer, BigCommerce, BlaBlaCar, Blacc Spot Media, BMW, Boku Mobile Identity, Bold360, Bolt, Bosch Group, Broadsoft, BT, Building Blocks, Bukalapak, BYJU’s, c20y, Calabrio, Calixa, callstats.io, CarDekho, CDW, Cerner, Chatfuel, Ciptex, Citrix, Citrus, Cloud Cherry, CloudWave, Columbia, Community, Competella AB, Conceptboard, Contactually, Courier, Crowd Twist, Dahmakan, Daraz, DBS, Deloitte, Deutsche Bank, DHL, Dialogic, Direct Line Group, Domino’s, DSW, Duracell, EaseMyTrip.com, eBay, ePLDT, Epsagon , Ericsson, Ernst and Young, Exceed.ai, Expedia, Expivia, Farmers Insurance, FedEx, Fitbit, Flabba, FourNet, Freshdesk, Front, FUJIFILM, Fuze, Gamigo, GCI, GitHib, Glassdoor, Going.io, Google, Goosehead GrandPad, GTBank, HelpScout, HF Group, Highrise, HubSpot, Hyro, Hyundai, IBM, imimobile, Indosat Ooerdoo, Inference Solutions, Inteliquent, Intercom, Intesa San Paolo, Involio, Jazz, Jitsi, Jumper.ai, Kakao, Kenna Security, KeyBank, Krisp, Kustomer, Leanpay, LG, LiveChat, Longbridge Language Cloud, Lululemon, M3AAWG (Messaging, Malware and Mobile Anti‑abuse Working Group), Marham, Mariana IQ, Mastercard, medGo, MessageMedia, MessengerPeople, Meta, MobiFone Vietnam, Momindum SAS, MoneyGram, Morgan Stanley, Mukuru, Mux, Nebu BV, Netokracija, NetSuite, NewVoiceMedia, Nexi, Nexmo, Nextiva, Nickel, Nimble, NLB Banka, Nor 1, Northwestern Mutual, NTW Software GmbH, NU Echo, Nuveto, Olark, OnePageCRM, OneReach, OpenMarket, OpenRent, OpenSooq, Opsani, Oracle, Over.ai, Papa John’s Pizza, Pathwire, Paylogic, PayPlaza, Peerless Network, Pepco, Pipedrive, Pointillst, Practo, PwC, Radisson Hotels, Raiffeisen Bank, Rakuten, Rapido, Rappi, Razer, Red Bull Racing, Replex, Revolut, RingCentral, RSPCA, Salesforce, San Francisco State University, Santander, Sauce Video, Sberbank, Sedona Systems, Selligent, Senati, SendGrid, Inc, ServiceNow, Shift Conference, ShoeBeDo, Shopify, Siemens, Signavio, Skype, Slack, Slalom Consulting, Snap Engage, Socio Labs, Speech Village, Spotify, SwoopTalent, Tata Communications, Taulia, Tele2, Teleflora, Telefónica, Telenor, Teleperformance, Telus, Terazo, TokBox, Toyota, TraceDock, TTN, Twitter, UBA, Uber, Unilever, UnionBank, Unisys, Unitalk, US Telecom , ValueFirst, Valvoline, Verint, Verisure, Viber, Virgin Media Business, Virtual Observer, Visa, Vodafone, Voicea, VoiceBase, Voicelt, Volpy, VTB Bank, Walmart, Wavecell, Wavy, WebRTC Ventures, WeChat, Well Health Inc, Welthungerhilfe, WhatsApp, Whendu, Wurth, Yourticketprovider, Yousign, Zalora, Zapier, Zendesk, Zipwhip, Zoho, Zoom.

DATA & INTERACTIVE FORECAST

  • CCaaS Subscription Market, including:
    • Total Number of Businesses that Subscribe to CCaaS
    • Average CCaaS Spend per Business
    • Total CCaaS Subscription Revenue
  • CCaaS Voice Market, including:
    • Total Minutes of Operator Voice Use
    • Total Mobile Calls Made to Contact Centres
    • Total Mobile Calls Made to CCaaS Contact Centres
    • Total CCaaS Revenue from Inbound Voice Channels
  • CCaaS Messaging Market, including:
    • Total P2A SMS Traffic Handled by CCaaS Platforms
    • CCaaS Revenue from P2A SMS Messages
    • Total P2A RCS Traffic Handled by CCaaS Platforms
    • CCaaS Revenue from P2A RCS Messages
    • Total P2A OTT Traffic Handled by CCaaS Platforms
    • CCaaS Revenue from P2A OTT Messages
  • CCaaS Chatbot Market, including:
    • Total App-based Chatbots Messages Delivered
    • Total App-based Chatbots Messages Handled by CCaaS Platforms
    • Total Web-based Chatbots Messages Delivered
    • Total Web-based Chatbots Messages Handled by CCaaS Platforms
  • CCaaS Video Market, including:
    • Total Number of Devices Using Video Calling to Call CCaaS Contact Centres
    • Total Number of Video Calls to Contact Centres
    • Total Time Spent on Video Calls to Contact Centres

Geographical splits: 60 countries

Number of tables: 88 tables

Number of datapoints: Over 40,100 datapoints

Harvest: Our online data platform, harvest, contains the very latest market data and is updated throughout the year. This is a fully featured platform enabling clients to better understand key data trends and manipulate charts and tables, overlaying different forecasts within the one chart – using the comparison tool. Empower your business with our market intelligence centre, and get alerted whenever your data is updated.

Interactive Excels (IFxl): Our IFxl tool enables clients to manipulate both forecast data and charts, within an Excel environment, to test their own assumptions using the Interactive Scenario Tool and compare selected markets side by side in customised charts and tables. IFxls greatly increase a clients’ ability to both understand a particular market and to integrate their own views into the model.

FORECAST SUMMARY

The global CCaaS market revenue will reach $15.6 billion by 2027; rising from $4.9 billion in 2022.

  • This phenomenal growth of 216% will be driven by the breadth of services offered within comprehensive subscription-based models, including advanced analytics capabilities, AI-enabled chatbots and personalised video solutions.
  • Leading CCaaS platforms were assessed and evaluated on criteria such as depth and breadth of offerings, service innovation and future prospects. The leaderboard ranked the top three vendors as follows:
    • #1: Twilio
    • #2: CM.com
    • #3: Infobip
  • Twilio has built a flexible CCaaS product offering by supporting multiple OTT messaging applications and voice services. Juniper Research commended Twilio on its intelligent routing and performance-tracking capabilities, which are key in supporting enterprise adoption of omnichannel communications strategies.
  • Offering unique innovative services is not enough to stand out in the market. Enterprises will choose their preferred solution based on the comprehensiveness of the value-added services available. As a result, vendors must look to expand the solutions offered via their CCaaS platform to provide crucial differentiation in a highly competitive market.
  • Social media platforms, such as Instagram and Facebook, will become an important medium for enterprises to interact with their customers in the future. In turn, it urged CCaaS vendors to integrate inbound communications from these channels into their solutions immediately to provide the maximum reach to end users for CCaaS clients. Offering omnichannel functionality will enable CCaaS vendors to strengthen product portfolios; mirroring the success of the CPaaS (Communications Platforms-as-a-Service) ecosystem.

レポート構成&価格表

(1) 動向&戦略調査
  • 市場動向&戦略レポート(PDF)
    Market trends & strategies report
GBP 1,990
  • 競合スコアボードレポート(PDF)
    Competitor leaderboard report
GBP 1,990
(2) 市場規模&予測 GBP 2,990
  • 市場データ・予測・分析レポート(PDF)
    Market data, forecasts and analysis report (pdf)
  • 市場データ・予測・インタラクティブデータ(Excel)
    Market data, forecasts and interactivity (xls)
  • 四半期アップデート:市場データ&予測(PDF&Excel&オンラインアクセス)
    Quarterly updates to market data & forecasts (pdf, xls, online access)
  • 最新データへの12ヶ月アクセス
    harvest market data platform (12 months’ online access)
フルセット (1と2の全てをご購入の場合) GBP3,750

[プレスリリース]

世界のCCaaS市場価値は2027年までに160億ドルへ~Twilio、CM.com、InfobipがCCaaSのトップ3社へ台頭

CCAAS MARKET VALUE TO NEAR $16 BILLION IN GLOBAL REVENUE BY 2027, AS TOP 3 CCAAS VENDORS REVEALED

Hampshire, UK – 15th August 2022: A new study by Juniper Research has found that global CCaaS (Contact Centre-as-a-Service) market revenue will reach $15.6 billion by 2027; rising from $4.9 billion in 2022. This phenomenal growth of 216% will be driven by the breadth of services offered within comprehensive subscription-based models, including advanced analytics capabilities, AI‑enabled chatbots and personalised video solutions.

CCaaS platforms are cloud-based solutions that provide services required to run a contact centre over multiple inbound and outbound communication channels.

Twilio, CM.com & Infobip Ranked as Leading CCaaS Vendors in Competitor Leaderboard

The research assessed leading CCaaS platforms and evaluated them on criteria such as depth and breadth of offerings, service innovation and future prospects. It ranked the top 3 vendors as follows:

  1. Twilio
  2. CM.com
  3. Infobip
CCaaSベンダの競合スコアボード
Twilio has built a flexible CCaaS product offering by supporting multiple OTT messaging applications and voice services. Juniper Research commended Twilio on its intelligent routing and performance‑tracking capabilities, which are key in supporting enterprise adoption of omnichannel communications strategies.

Research author Elisha Sudlow-Poole remarked “Offering unique innovative services is not enough to stand out in the market. Enterprises will choose their preferred solution based on the comprehensiveness of the value-added services available. As a result, vendors must look to expand the solutions offered via their CCaaS platform to provide crucial differentiation in a highly competitive market.Social Media Is the Next Key CCaaS Channel

The research predicted that social media platforms, such as Instagram and Facebook, will become an important medium for enterprises to interact with their customers in the future. In turn, it urged CCaaS vendors to integrate inbound communications from these channels into their solutions immediately to provide the maximum reach to end users for CCaaS clients. Offering omnichannel functionality will enable CCaaS vendors to strengthen product portfolios; mirroring the success of the CPaaS (Communications Platform-as-a-Service) ecosystem.



目次
※フルセット(GBP3,750)の目次抜粋です。詳細目次および他レポートはEメールでお送りいたします。こちらよりよりお申し付けください。

1. Market Trends & Strategies

1. Key Takeaways & Strategic Recommendations
2. Future Market Outlook
3. Future Technology Opportunities
4. Market Segment Analysis

2. Competitor Leaderboard

1. Juniper Research Competitor Leaderboard
2. Vendor Profiles

3. Data & Forecasting

1. Market Summary & Future Outlook
2. CCaaS Subscription Revenue
3. CCaaS Voice Market
4. CCaaS Messaging Market
5. CCaaS Chatobots Market
6. CCaaS Video Market


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