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市場調查報告書

北美企業的優先事項:雲端客服中心解決方案

Enterprise Priorities in North America: Cloud Contact Center Solutions

出版商 Frost & Sullivan 商品編碼 306881
出版日期 內容資訊 英文 46 Pages
商品交期: 最快1-2個工作天內
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北美企業的優先事項:雲端客服中心解決方案 Enterprise Priorities in North America: Cloud Contact Center Solutions
出版日期: 2014年06月23日 內容資訊: 英文 46 Pages
簡介

現在,北美的客服中心約一半,利用託管型或雲端解決方案,這個比例到2016年預計增加到90%以上。中小規模的客服中心為雲端解決方案的初期引進者,不過現在大企業承繼這個領導。無論企業的規模和種類,雲端化主要的促進要素,是削減IT擁有整體成本,及引進時間的縮小,柔軟的擴充性。實際上,此次調查的解決方案的半數,預計至2016年在市場上的滲透度超過50%。

本報告提供北美的客服中心的雲端解決方案現況及今後趨勢相關研究。

第1章 背景調查、目的、調查手法

  • 背景調查和目的
  • 調查手法
  • 企業統計的詳細內容

第2章 摘要整理

第3章 目前託管/雲端解決方案的利用

  • 目前託管/雲端客服中心解決方案的利用

第4章 託管/雲端解決方案的轉變決策的重要因素

  • 託管/雲端解決方案的轉變決策的重要因素(各國)
  • 託管/雲端解決方案的轉變決策的重要因素(客服中心各規模)
  • 託管/雲端解決方案的轉變決策的重要因素(各產業)

第5章 託管/雲端客服中心的應用

  • 作為託管/雲端解決方案現在所使用的客服中心應用(各國)
  • 作為託管/雲端解決方案現在所使用的客服中心應用(客服中心各規模)
  • 作為託管/雲端解決方案現在所使用的客服中心應用(產業)
  • 計劃轉移至雲端解決方案的客服中心解決方案(各國)
  • 計劃轉移至雲端解決方案的客服中心解決方案(各客服中心規模)
  • 計劃轉移至雲端解決方案的客服中心解決方案(各產業)

第6章 託管/雲端客服中心的供應商

  • 採購供應商數
  • 目前託管/雲端客服中心解決方案供應商(各國)
  • 目前託管/雲端客服中心解決方案供應商(各客服中心規模)
  • 目前託管/雲端客服中心解決方案供應商(各產業)
  • 今後的託管/雲端客服中心解決方案供應商(各國)
  • 今後的託管/雲端客服中心解決方案供應商(各客服中心規模)
  • 今後託管/雲端客服中心解決方案供應商(各產業)
  • 現在及託管/雲端客服中心解決方案供應商

第7章 轉移至託管/雲端客服中心解決方案的抑制因素

  • 轉移至託管/雲端客服中心解決方案的抑制因素
  • 法律上的免責聲明

第8章 附屬資料

第9章 關於Frost&Sullivan

目錄
Product Code: NCCD-01-00-00-00

Cloud Contact Center Solutions

The main objective of this research service was to investigate the current use and future adaptation of cloud solutions in North American contact centers. Currently, about 50% of the contact centers in North America use hosted or cloud solutions, and that percentage is expected to reach more than 90% by 2016. Although small and medium contact centers were the early adopters of cloud solutions, large companies have now taken the lead. Regardless of the size or type of company, the main drivers of the move to the cloud are the reduction of the total cost of ownership of IT, rapid deployment times, and flexible scalability. In effect, half of the surveyed solutions are expected to have 50% or higher market penetration rates by 2016.

Table of Contents

1. RESEARCH BACKGROUND, OBJECTIVES, AND METHODOLOGY

Research Background, Objectives, and Methodology

  • 1. Research Background and Objectives
  • 2. Methodology
  • 3. Methodology (continued)
  • 4. Overall Firmagraphic Details

2. EXECUTIVE SUMMARY

Executive Summary

  • 1. Executive Summary

3. CURRENT USE OF HOSTED/CLOUD SOLUTIONS

Current Use of Hosted/Cloud Solutions

  • 1. Current Use of Hosted/Cloud Contact Center Solutions

4. IMPORTANT FACTORS IN THE DECISION TO MOVE TO HOSTED/CLOUD SOLUTIONS

Important Factors in the Decision to Move to Hosted/Cloud Solutions

  • 1. Important Factors in the Decision to Move to Hosted/Cloud Solutions by Country
  • 2. Important Factors in the Decision to Move to Hosted/Cloud Solutions by Contact Center Size
  • 3. Important Factors in the Decision to Move to Hosted/Cloud Solutions by Industry

5. HOSTED/CLOUD CONTACT CENTER APPLICATIONS

Hosted/Cloud Contact Center Applications

  • 1. Contact Center Applications Currently Used as Hosted/Cloud Solutions by Country
  • 2. Contact Center Applications Currently Used as Hosted/Cloud Solutions by Contact Center Size
  • 3. Contact Center Applications Currently Used as Hosted/Cloud Solutions by Industry
  • 4. Contact Center Applications Planned to be Moved to Cloud Solutions by Country
  • 5. Contact Center Applications Planned to be Moved to Cloud Solutions by Contact Center Size
  • 6. Contact Center Applications Planned to be Moved to Cloud Solutions by Industry

6. HOSTED/CLOUD CONTACT CENTER VENDORS

Hosted/Cloud Contact Center Vendors

  • 1. Number of Vendors Sourced
  • 2. Current Hosted/Cloud Contact Center Solution Providers by Country
  • 3. Current Hosted/Cloud Contact Center Solution Providers by Contact Center Size
  • 4. Current Hosted/Cloud Contact Center Solution Providers by Industry
  • 5. Future Hosted/Cloud Contact Center Solution Providers by Country
  • 6. Future Hosted/Cloud Contact Center Solution Providers by Contact Center Size
  • 7. Future Hosted/Cloud Contact Center Solution Providers by Industry
  • 8. Current and Future Hosted/Cloud Contact Center Solution Providers

7. RESTRAINTS TO MOVING TO HOSTED/CLOUD CONTACT CENTER SOLUTIONS

Restraints to Moving to Hosted/Cloud Contact Center Solutions

  • 1. Restraints to Moving to Hosted/Cloud Contact Center Solutions
  • 2. Legal Disclaimer

8. APPENDIX

Appendix

  • 1. Business Functions

9. THE FROST & SULLIVAN STORY

The Frost & Sullivan Story

  • 1. The Frost & Sullivan Story
  • 2. Value Proposition: Future of Your Company & Career
  • 3. Global Perspective
  • 4. Industry Convergence
  • 5. 360° Research Perspective
  • 6. Implementation Excellence
  • 7. Our Blue Ocean Strategy
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