CCaaS: 분석, 기술 기회, 시장 예측 2022-2027년

출판:Juniper Research(주니퍼 리서치) 출판년도:2022년08월

CCaaS: Vertical Analysis, Technology Opportunities & Market Forecasts 2022-2027

CCaaS(Contact Center as a Service) 시장을 조사해, 주요 세그먼트별 분석 및 5년 예측이나 주요 CCaaS 벤더에의 제언 등, 상세한 분석·예측 결과를 제공

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Juniper Research「CCaaS: 분석, 기술 기회, 시장 예측 2022-2027년 – CCaaS: Vertical Analysis, Technology Opportunities & Market Forecasts 2022-2027」는 CCaaS(Contact Center as a Service) 시장을 조사해, 주요 세그먼트별 분석 및 5년 예측이나 주요 CCaaS 벤더에의 제언 등, 상세한 분석·예측 결과를 제공하고 있습니다。

CCaaS: 분석, 기술 기회, 시장 예측 2022-2027년

또한 향후 수익화가 예상되는 메시징, 음성, 동영상 기술로서 아래에 대해서도 분석을 실시하고 있습니다.

  • 5G 양방향 통화(대화형 통화)
  • 통화 녹음
  • 채팅봇
  • 자동 다이얼
  • 인바운드 음성
  • 양방향 음성 응답
  • 프로그램 제어 음성
  • RCS
  • SMS

주요 게시물

  • 향후 기술 분석: 다음을 비롯한 다양한 기술 배포에서 CCaaS 공급업체의 주요 수익 창출 기회
    • 5G 양방향 통화
    • 통화 녹음
    • 채팅봇
    • 자동 다이얼
    • 인바운드 음성
    • 양방향 음성 응답
    • 프로그램 제어 음성
    • RCS
    • SMS
  • CCaaS 시장 세그먼트 분석: 향후 CCaaS 시장 성장을 촉진하는 유스 케이스 및 수익화 전략을 조사합니다. 대상 7 시장은 다음과 같습니다.
    • 은행 및 금융
    • 정부
    • 건강 관리
    • IT & 통신
    • 미디어 및 엔터테인먼트
    • 소매업 및 전자상거래
    • 여행 및 환대
  • Juniper Research 경쟁 스코어보드 – CCaaS 제공업체 17개 기업의 특성과 능력 평가
    • 8×8
    • Avaya
    • Cisco
    • CM.com
    • Enghouse
    • Five9
    • Genesys
    • Infobip
    • Kaleyra
    • Microsoft
    • NICE
    • Oracle
    • SAP
    • Sinch
    • Talkdesk
    • Twilio
    • Vonage
  • 산업 예측
    • CCaaS의 총 사용자 수와 수익의 5년 예측.
    • 계약, 음성, 모바일 메시징, 채팅봇, 동영상, 총 5개의 트래픽 채널별 예측
    • 주요 8개 지역 60개국 대상
      • 북미
      • 라틴 아메리카
      • 서유럽
      • 중동유럽
      • 극동 및 중국
      • 인도아대륙
      • 기타 아시아 태평양 지역
      • 중동 및 아프리카

이 보고서는 다음 질문에 대한 답변으로 이어지는 정보를 제공합니다.

  1. 2027년까지 CCaaS의 시장 가치는 어떻게 될까?
  2. 2022년 CCaaS의 주요 공급업체는?
  3. CCaaS 시장에서 도입되는 것은 어떤 최신 기술인가?
  4. 향후 5년간 CCaaS 시장이 직면하는 과제란?
  5. CCaaS 시장의 상위 수직 시장은 CCaaS용 소프트웨어를 어떻게 활용하고 있는가?

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.

Juniper Research의 최신 CCaaS(Contact Centre-as-a-Service) 연구는 이 진화하는 시장에 대한 심층 분석과 통찰력을 제공합니다. 이 연구에는 산업 동인 및 미래 시장 장애물에 대한 평가와 함께 주요 시장 분야에 대한 포괄적인 평가가 포함됩니다. 또한 CCaaS 벤더에 대한 주요 권장 사항, 전략적 분석과 연계된 5년 예측, 주니퍼 리서치의 경쟁자 리더보드(주니퍼 리서치의 경쟁자 리더보드) – 여러 양적 및 질적 기준을 사용하여 17개의 CCaaS 벤더를 평가합니다.

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.

보고서 구성 및 가격표

(1) 동향 및 전략 조사
  • 시장 동향 및 전략 보고서(PDF)
    Market trends &strategies report
GBP 1,990
  • 경쟁 점수판 보고서(PDF)
    Competitor leaderboard report
GBP 1,990
(2) 시장 규모 및 예측 GBP 2,990
  • 시장 데이터, 예측, 분석 보고서(PDF)
    Market data, forecasts and analysis report (pdf)
  • 시장 데이터, 예측, 인터랙티브 데이터(Excel)
    Market data, forecasts and interactivity (xls)
  • 분기 업데이트: 시장 데이터 및 예측(PDF&Excel&온라인 액세스)
    Quarterly updates to market data & forecasts (pdf, xls, online access)
  • 최신 데이터에 대한 12개월 액세스
    harvest market data platform (12 months’ online access)
전체 세트(1과 2 모두 구입) GBP3,750

[보도자료]

세계 CCaaS 시장 가치는 2027년까지 160억 달러로 ~Twilio, CM.com, Infobip이 CCaaS의 상위 3개 기업으로 상승

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: Vertical Analysis, Technology Opportunities & Market Forecasts 2022-2027 - chosareport-korea.com
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.


목차
※풀 세트(GBP3, 750)의 목차 발췌입니다. (문의폼으로 연락주시면 자세한 목차을 보내드립니다.)

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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