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市場調查報告書

印尼的客服中心及CRM SaaS市場預測:2016-2021年

Indonesia Call Center and CRM SaaS Market Forecast 2016-2021

出版商 Asia Pacific Research Group (APRG) 商品編碼 191445
出版日期 內容資訊 英文 40 Pages
商品交期: 最快1-2個工作天內
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印尼的客服中心及CRM SaaS市場預測:2016-2021年 Indonesia Call Center and CRM SaaS Market Forecast 2016-2021
出版日期: 2016年07月31日 內容資訊: 英文 40 Pages
簡介

本報告提供印尼的客服中心市場調查,印尼的客服中心產業特徵,各種技術趨勢與其影響,市場弱點與風險,客服中心及代理商地位數的增加預測,客服中心技術的支出預測,主要的服務供應商等彙整資料。

第1章 市場機會分析

  • 簡介
  • 印尼的客服中心產業的主要特徵
  • 客服中心技術的支出額的擴大
  • 客服中心服務:外包
  • 客服中心對外包的關注
  • 市場成長的課題
  • SME (中小規模經營者) 市場的提供
  • 印尼的消費者及智慧型手機動態

第2章 印尼的客服中心的優先項目:主要倡議的企業調查

  • 印尼的IT支出預測
  • 客戶滿足:在客服中心管理者中的最優先項目
  • 代理商技術的改善
  • 跟由於社群網路的客戶的互動的擴大
  • 數位參與度的支出:預計除去語音基礎的顧客服務
    • 網站&行動應用程式:最快成長途徑
  • 外撥顧客聯繫相關的支出擴大
  • 客服中心、CRM服務的雲端市場

第3章 主要服務供應商

  • PT. Asia Outsourcing Services (AOS)
  • PT Infomedia Nusantara (Infomedia)
  • PT. Jaringan Intech
  • PT VADS Indonesia
  • PT. Jaring Synergi Mandiri
  • PT Teleperformance
  • Technosoft
  • 168Solutions
  • KDDI (日本)
  • Salesforce
  • Bornevia

第4章 KPI及預測:印尼的客服中心&CRM市場

  • 印尼的客服中心所提供的服務
  • 印尼的客服中心技術的支出預測
  • 印尼的客服中心的代理商地位數的擴大
  • 印尼的客服中心的規模
  • 入境&出境(外撥)技術的支出額
  • 客服中心的變遷
    • 提供競爭上的優勢
  • 印尼的客服中心職員的工資幅度
  • CRM軟體的市場規模
  • CRM SaaS 市場規模
  • 主要的CRM SaaS 供應商等

第5章 定義、調查手法、研究途徑

圖表

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目錄

The Indonesia Call Center market will continue to see incremental growth in the 2016 - 2021 timeframe as enterprise and mid-market firms continue investing in customer service software and converged infrastructure.

This market research report is a new comprehensive assessment of the Contact Center market in Indonesia looking ahead over the next 5 years. Our objective is to provide industry professionals and analysts with independent market intelligence for Indonesia's growing Contact Center and CRM software ( including SaaS) market.

Besides enabling decision makers to assess the market size and growth, it will also identify net new market opportunities, as well as key risks. This report provides answers to help you:

  • Track and forecast the size of the insourced and outsourced Call Center market in Indonesia
  • Understand the technology trends and influences in the Indonesia Call Center market
  • Understand the forecast for the number of Call Centers and Call Center agent positions in Indonesia to 2021
  • Understand why and how leading Indonesian enterprises are expanding their Call Centers from 2016 to 2021
  • Understand the weakness and risks of this market sector in Indonesia
  • Forecast of spending increases on Call Center technology to 2021

In terms of spending on Call Center technologies in Indonesia, we note that $105 million was spent in 2013. Based on our interviews, we forecast that to grow to $163 million by 2017.

SAMPLE DATA

Figure 8. Call Center Technology Spending in Indonesia - to 2021

Table of Contents

Abstract

Section 1. Opportunity Analysis

  • Introduction
  • Key Attributes of the Indonesia Call Center Industry
  • Contact Center Technology Spending Growth
  • Call Center Services - Outsourcing
  • Executive Interest for Call Center Outsourcing
  • Challenges to Market Growth
  • Serving the SME Market
  • Dynamics of Indonesian Consumers and Smartphones

Section 2. Indonesian Contact Center Priorities - Enterprise Survey of Key Initiatives Indonesian IT Infrastructure Spending 2016 - 2021

  • Customer Satisfaction Remains the Highest Priority in Call Center Managers
  • Improving Agent Skills
  • Growing Social Networking Customer Interactions
  • Digital engagement spending to overtake voice-based customer service
    • Web and mobile apps fastest growing channel
  • Increase spending in outbound customer contact activity
  • The Cloud Market for Call Center and CRM Services

Section 3. Notable Service Providers Contributing to the Call Center Industry in Indonesia

  • PT. Asia Outsourcing Services (AOS)
  • PT Infomedia Nusantara (Infomedia)
  • PT. Jaringan Intech
  • PT VADS Indonesia
  • PT. Jaring Synergi Mandiri
  • PT Teleperformance
  • Technosoft
  • 168Solutions
  • Japan's KDDI
  • Salesforce
  • Bornevia

Section 4. KPIs and Forecasts for Indonesia Contact Center and CRM Market to 2021 Services Provided by Indonesian Call Centers

  • Indonesia's Call Center Technology Spend Forecast
  • Growth in Number of Agent Positions in Indonesia's Call Centers
  • Size of Indonesia's Call Centers ( by Number of Agents)
  • Spending on Inbound and Outbound Technology
  • Call Center Transformation
    • Delivering a Competitive Advantage
  • Salary Ranges for Indonesia Call Center Staff
  • CRM Software Market Size
  • CRM SaaS Market Size
  • Key CRM SaaS Vendors

Section 5. Definitions, Methodology and Research Approach

  • Analysis Methods
  • Definitions
  • Information Sources
  • Survey Periods
  • Notices and Copyright Information

Table of Figures

  • Figure 1. Overview of Indonesia's Contact Center Industry
  • Figure 2. Indonesia - Expected Growth in Call Center Technology Investments in 2016 by Industry (sample chart)
  • Figure 3. Revenue for Outsourced Call Center Services in Indonesia, 2010 - 2020
  • Figure 4. Percentage of Indonesian Companies Exploring Outsourcing Call Center Services (sample chart)
  • Figure 5. Indonesian Enterprise Inhibitors to Outsourcing Call Center Services
  • Figure 6. Call Centers in Indonesia Leveraging Social Networks
  • Figure 7. Service Functions of Indonesian Call Centers in 2016
  • Figure 8. Call Center Technology Spending in Indonesia, to 2021 (Sample Data)
  • Figure 9. Growth in Number of Call Center Seats in Indonesia - current to 2021
  • Figure 10. Size of Call Centers, by Agent Positions, 2016
  • Figure 11. Salary Ranges for Indonesia Call Center Staff 2016
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