2024年中国呼叫中心行业研究报告：AI技术变革和需求多样化双向加持，呼叫中心向云方向继续演进（摘要版）

Investment Rating - The report indicates a positive investment outlook for the call center industry, driven by advancements in AI technology and the shift towards cloud-based solutions [12]. Core Insights - The call center industry is entering an intelligent era, with vendors focusing on customer service, marketing, and management as key areas of development [12]. - AI and cloud computing technologies are expected to drive the market towards a cloud-based model, with projections estimating the market size to reach 30 billion yuan by 2028, with cloud-based solutions accounting for 98% of this market [12]. - The industry exhibits a "large industry, small companies" dynamic, with many small players and ongoing consolidation expected to increase market concentration [12]. Summary by Sections Industry Overview - The call center industry is defined and categorized based on seating capacity, call direction, and operational model, with a significant presence across various sectors such as finance, technology, and logistics [14][15]. - The industry has evolved through five generations, transitioning from manual systems to intelligent, cloud-based solutions [17]. Global Development Status - In 2023, the global call center outsourcing revenue reached approximately $115.5 billion, with the U.S. holding the largest market share, although there is a shift towards lower-cost nearshore and offshore locations [18]. - The cloud-based call center market reached $20.9 billion in 2023, growing by 17.42% year-on-year, with major players like NICE, Five9, and 8x8 leading the market [23][27]. Chinese Development Status - From 2002 to 2022, the number of call center seats in China grew at a compound annual growth rate (CAGR) of 12.79%, reaching 1.77 million seats [28][32]. - The number of call center operators in China has decreased to 5,114 by mid-2023, indicating a trend towards consolidation and technological transformation within the industry [32]. Industry Chain Analysis - The call center industry chain includes upstream hardware suppliers, midstream solution providers, and downstream application sectors, with significant integration of cloud computing and AI technologies [34][51]. - The hardware segment, particularly switches and servers, plays a crucial role in the operational efficiency of call centers, with the global switch market reaching $44.2 billion in 2023 [41][50]. Application in Various Industries - The call center industry is widely applied across sectors, with 88.2% of enterprises utilizing call center services, particularly in finance, telecommunications, and government [68]. - Different industries have varying requirements for call center services, with finance focusing on security and stability, while e-commerce often opts for cloud-based solutions [70].