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市場調查報告書

南美市場上的虛擬代理商(VA)

Virtual Agents in the Latin American Market

出版商 Frost & Sullivan 商品編碼 310793
出版日期 內容資訊 英文 42 Pages
商品交期: 最快1-2個工作天內
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南美市場上的虛擬代理商(VA) Virtual Agents in the Latin American Market
出版日期: 2014年08月20日 內容資訊: 英文 42 Pages
簡介

互動語音回覆系統設備(IVR)、社群媒體、聊天,及短訊服務(SMS)等,新的多樣管道的發展,導致虛擬代理商(VA)應用的大規模引進,引起更合格、個性化的服務需求。特別在巴西,產品與服務需求的增加造成的購買力增加,帶給市場關聯影響。

本報告提供南美市場上虛擬代理商(VA)市場相關調查、市場概要、趨勢、分析及主要案例研究等。

第1章 南美市場上虛擬代理商

摘要整理

市場概要

  • 定義

市場簡介

  • 自助服務應用

市場趨勢、分析

  • 對巴西的客戶服務的社會經濟影響
  • VA:優點
  • VA:巴西的初期引進者
  • VA:主要用戶

案例研究

  • VA:主要的解決方案概要
  • Genesys Prime:企業概要
  • Genesys Prime:巴西的最佳業務實踐案例
  • Bluelab:巴西的主要成功案例
  • Aivo:巴西、阿根廷的主要成功案例
  • Nuance:企業概要
  • Nuance:美國的成功案例

結論

  • 預測
  • 免責聲明

附錄

Frost & Sullivan

目錄
Product Code: 9AC4-00-02-00-00

Companies Win 3 Ways-Operational Costs Drop, Productivity Rises, and Customer Interaction Improves

The development of new, diverse channels such as the interactive voice response (IVR), social media, chat, and short message service (SMS) has driven customers to demand more qualified, personalized services, which has led to a greater adoption of virtual agent (VA) applications. Furthermore, specifically in Brazil, the increase in purchase power has had a relevant impact on the market by increasing the demand for products and services. In turn, some companies have begun to adopt VAs to revamp their customer service offering, most importantly due to the reduction in operational costs and the productivity increase provided by them.

Table of Contents

1. VIRTUAL AGENTS IN THE LATIN AMERICAN MARKET

Executive Summary

  • 1. Key Findings

Market Overview

  • 1. Definitions
  • 2. Definitions (continued)
  • 3. Definitions (continued)

Market Introduction

  • 1. Introduction-Self-service Applications
  • 2. Introduction-Self-service Applications (continued)
  • 3. Introduction-Self-service Applications (continued)
  • 4. Introduction-Self-service Applications (continued)

Market Trends and Analysis

  • 1. Socioeconomic Impact on Customer Service in Brazil
  • 2. Socioeconomic Impacts on Customer Service in Brazil (continued)
  • 3. VAs-Benefits
  • 4. VAs-Benefits (continued)
  • 5. VAs-Early Adopters in Brazil
  • 6. VAs-Main Uses
  • 7. VAs-Main Uses (continued)

Case Studies

  • 1. VAs-Selected Solutions Overview
  • 2. Genesys Prime-Company Overview
  • 3. Genesys Prime-Best Practices Case in Brazil
  • 4. Genesys Prime-Best Practices Case in Brazil (continued)
  • 5. Bluelab-Top Success Cases in Brazil
  • 6. Aivo-Top Success Cases in Brazil and Argentina
  • 7. Nuance-Company Overview
  • 8. Nuance-Success Case in the United States

The Last Word

  • 1. The Last Word
  • 2. Legal Disclaimer

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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