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市場調查報告書

歐洲企業的優先課題:雲端客服中心解決方案

Enterprise Priorities in Europe: Cloud Contact Center Solutions

出版商 Frost & Sullivan 商品編碼 306883
出版日期 內容資訊 英文 49 Pages
商品交期: 最快1-2個工作天內
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歐洲企業的優先課題:雲端客服中心解決方案 Enterprise Priorities in Europe: Cloud Contact Center Solutions
出版日期: 2014年06月23日 內容資訊: 英文 49 Pages
簡介

歐洲約37%的客服中心組織利用託管/雲端客服中心解決方案,這個比率預計到2016年將達86%。中小規模的客服中心為雲端解決方案初期導入者(早期採用者),不過大規模客服中心組織,現在領導著雲端型客服中心應用市場。客服中心應用轉移至雲端的主要促進要素,是容易使用、柔軟的可擴展性、業務永續營運性能力的提高、IT總成本的削減,及資本支出的迴避。

本報告提供歐洲的客服中心的雲端客服中心解決方案的目前使用趨勢及未來引進趨勢相關調查、各國家、客服中心規模及產業分析彙整。

第1章 調查背景、目的、調查手法

第2章 摘要整理

第3章 託管/雲端解決方案的目前用途

第4章 託管/雲端解決方案轉移的決策的重要因素

  • 轉移至託管/雲端解決方案的決策的重要因素:各國
  • 轉移至託管/雲端解決方案的決策的重要因素:各客服中心規模
  • 轉移至託管/雲端解決方案的決策的重要因素:各產業

第5章 託管/雲端客服中心應用市場

  • 現在使用託管/雲端為解決方案的客服中心應用市場:各國
  • 現在使用託管/雲端為解決方案的客服中心應用市場:各客服中心規模
  • 現在使用託管/雲端為解決方案的客服中心應用市場:各產業
  • 預定轉移至託管/雲端解決方案的客服中心應用市場:各國
  • 預定轉移至託管/雲端解決方案的客服中心應用市場:各客服中心規模
  • 預定轉移至託管/雲端解決方案的客服中心應用市場:各產業

第6章 託管/雲端客服中心供應商

  • 供給供應商數
  • 現在、未來的託管/雲端客服中心供應商
  • 目前託管/雲端客服中心供應商:各國
  • 目前託管/雲端客服中心供應商:各客服中心規模
  • 目前託管/雲端客服中心供應商:各產業
  • 未來的託管/雲端客服中心供應商:各國
  • 未來的託管/雲端客服中心供應商:各客服中心規模
  • 未來的託管/雲端客服中心供應商:各產業

第7章 託管/雲端客服中心解決方案轉移的阻礙要素

第8章 附錄

第9章 關於FROST & SULLIVAN

目錄
Product Code: M992-01-00-00-00

Cloud Contact Center Solutions

The overall research objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. About 37% of contact center organizations in Europe use a hosted/cloud contact center solution, which is expected to reach 86% by 2016. While small and medium contact centers were the early adopters of cloud solutions, large contact center organizations have now taken the lead in terms of using cloud-based contact center applications. The main drivers for moving contact center applications to the cloud are ease of use, flexible scalability, improved business continuity capabilities, reduced total cost of ownership of IT, and capital expenditure avoidance.

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 Country (continued)
  • 3. Contact Center Applications Currently Used as Hosted/Cloud Solutions by Contact Center Size
  • 4. Contact Center Applications Currently Used as Hosted/Cloud Solutions by Industry
  • 5. Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions by Country
  • 6. Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions by Country (continued)
  • 7. Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions by Contact Center Size
  • 8. Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions by Industry

6. HOSTED/CLOUD CONTACT CENTER VENDORS

Hosted/Cloud Contact Center Vendors

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

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
  • 2. Languages Supported

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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