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市場調查報告書

歐洲、中東、非洲的託管客服中心服務市場分析

Analysis of the EMEA Hosted Contact Centre Services Market

出版商 Frost & Sullivan 商品編碼 318893
出版日期 內容資訊 英文 73 Pages
商品交期: 最快1-2個工作天內
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歐洲、中東、非洲的託管客服中心服務市場分析 Analysis of the EMEA Hosted Contact Centre Services Market
出版日期: 2014年11月10日 內容資訊: 英文 73 Pages
簡介

儘管經濟變化,在歐洲、中東、非洲(EMEA)地區,託管客服中心服務的引進踏實進行。市場上各種類型的服務供應商,以進一步滲透市場這個同樣目標蜂擁而上。現代消費者(連接數位、熟悉社群媒體、尋求客制化服務的階層)的展望改變,那提高多通路解決方案的需求。彈性的託管客服中心服務,是以低成本維持商務,同時開拓BYOD和家庭工作等新的技術性概念。

本報告提供EMEA地區的託管客服中心服務市場的狀況、促進要素、抑制因素、公司、市場參與企業與策略、引進的主要趨勢、今後的成長預測等。

第1章 摘要整理

  • 主要調查結果
  • 指標分析
  • CEO的觀點

第2章 市場概要

  • 調查範圍
  • 調查手法
  • 地區定義
  • 本調查明白之事
  • 市場分類
  • 市場定義
  • 收益定義
  • 託管客服中心服務的優點
  • 託管客服中心服務的是非

第3章 促進要素與抑制因素─託管客服中心服務整體市場

  • 市場促進要素
  • 促進要素說明
  • 市場抑制因素
  • 抑制要素說明

第4章 市場預測與趨勢─託管客服中心服務整體市場

  • 市場預測的前提條件
  • 主要的市場趨勢
  • 主要的價格趨勢
  • 託管客服中心服務整體市場─收益預測
  • 收益預測的相關討論
  • 各地區的全球收益率
  • 各地區的全球收益─數值與前提條件
  • 收益比較─託管客服中心 vs. 內部部署
  • EMEA的席位數比較─託管客服中心的席位數 vs. 相當客服中心的席位數
  • 各地區收益─EMEA
  • 各地區收益相關討論
  • 各類服務收益
  • 託管IVR收益預測
  • 託管IVR收益預測的相關討論
  • 託管ACD收益預測
  • 託管ACD收益預測的相關討論
  • 託管外撥客戶聯繫的收益預測
  • 託管外撥客戶聯繫的收益預測的相關討論
  • 託管APO收益預測
  • 託管APO收益預測的相關討論

第5章 銷售供應商簡介

  • 銷售供應商簡介─Altitude Software
  • 銷售供應商簡介─BT Global
  • 銷售供應商簡介─InContact
  • 銷售供應商簡介─LiveOps
  • 銷售供應商簡介─NewVoiceMedia
  • 銷售供應商簡介─Orange
  • 銷售供應商簡介─Vodafone
  • EMEA的託管客服中心服務提供商─部份清單

第6章 結論

  • 結論─預期
  • 法律上的免責聲明

第7章 附屬資料

目錄
Product Code: MA73-01-00-00-00

Multi-channel Interface Solutions Help Tackle Business Needs to Improve Customer Experience

Despite many economic challenges, a steady increase is being witnessed in the adoption of hosted contact center services in the EMEA market. The competitive landscape sees a mixed range of service providers, sharing a common goal of achieving greater market penetration. The changing landscape of the modern consumer (digitally connected, social media-savvy and demanding personalised customer service) has led to an increase in demand for multi-channel solutions. Flexible hosted contact center services are making it possible for businesses to maintain low operating costs and simultaneously explore new technological concepts, such as BYOD and work from home.

Key Questions This Study Will Answer

  • What is the status of the hosted contact centre services market in EMEA?
  • What are the drivers, restraints, and trends influencing the market?
  • Which companies are the main market participants and what is the go-to market model they are using for their hosted and cloud solutions?
  • What are the main adoption trends in the market?
  • What is the current growth rate in the market and how is this expected to change during the forecast period?

Table of Contents

1. EXECUTIVE SUMMARY

Executive Summary

  • 1. Key Findings
  • 2. Measurements
  • 3. CEO's Perspective

2. MARKET OVERVIEW

Market Overview

  • 1. Research Scope
  • 2. Research Methodology
  • 3. Regional Definition
  • 4. Key Questions This Study Will Answer
  • 5. Market Segmentation
  • 6. Market Definitions
  • 7. Revenue Definitions
  • 8. Benefits of Hosted Contact Centre Services
  • 9. Pros and Cons of Hosted Contact Centre Services

3. DRIVERS AND RESTRAINTS-TOTAL HOSTED CONTACT CENTRE SERVICES MARKET

Drivers and Restraints-Total Hosted Contact Centre Services Market

  • 1. Market Drivers
  • 2. Drivers Explained
  • 3. Drivers Explained (continued)
  • 4. Drivers Explained (continued)
  • 5. Drivers Explained (continued)
  • 6. Market Restraints
  • 7. Restraints Explained
  • 8. Restraints Explained (continued)
  • 9. Restraints Explained (continued)

4. FORECASTS AND TRENDS-TOTAL HOSTED CONTACT CENTRE SERVICES MARKET

Forecasts and Trends-Total Hosted Contact Centre Services Market

  • 1. Forecast Assumptions
  • 2. Key Market Trends
  • 3. Key Market Trends (continued)
  • 4. Key Pricing Trends
  • 5. Total Hosted Contact Centre Services Market-Revenue Forecast
  • 6. Revenue Forecast Discussion
  • 7. Global Per cent Revenue Split by Region
  • 8. Global Revenue Split by Region-Figures and Assumptions
  • 9. Revenue Comparison-Hosted Contact Centre versus On Premise
  • 10. EMEA Seats Comparison-Hosted Contact Centre Seats versus Total Contact Centre Seats
  • 11. Revenue Split by Region-EMEA
  • 12. Revenue by Region Discussion
  • 13. Revenue Split by Services
  • 14. Hosted IVR Revenue Forecast
  • 15. Hosted IVR Revenue Forecast Discussion
  • 16. Hosted ACD Revenue Forecast
  • 17. Hosted ACD Revenue Forecast Discussion
  • 18. Hosted Outbound Customer Contact Revenue Forecast
  • 19. Hosted Outbound Customer Contact Revenue Forecast Discussion
  • 20. Hosted Customer Chat Revenue Forecast
  • 21. Hosted Customer Chat Revenue Forecast Discussion
  • 22. Hosted APO Revenue Forecast
  • 23. Hosted APO Revenue Forecast Discussion

5. REPRESENTATIVE VENDOR PROFILES

Representative Vendor Profiles

  • 1. Representative Vendor Profiles-Altitude Software
  • 2. Representative Vendor Profiles-BT Global
  • 3. Representative Vendor Profiles-InContact
  • 4. Representative Vendor Profiles-LiveOps
  • 5. Representative Vendor Profiles-NewVoiceMedia
  • 6. Representative Vendor Profiles-Orange
  • 7. Representative Vendor Profiles-Vodafone
  • 8. EMEA Hosted Contact Centre Service Providers-Partial List

6. THE LAST WORD

The Last Word

  • 1. The Last Word-Predictions
  • 2. Legal Disclaimer

7. APPENDIX

Appendix

  • 1. Methodology
  • 2. Measurements
  • 3. Additional Sources of Information on Hosted Contact Centre Services
  • 4. Partial List of Companies Interviewed
  • 5. Learn More-Next Steps
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