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市場調查報告書

客服中心:北美市場預測、成長機會分析 (∼2021年)

Growth Opportunities in the North American Contact Center Systems Market, Forecast to 2021

出版商 Frost & Sullivan 商品編碼 566813
出版日期 內容資訊 英文 76 Pages
商品交期: 最快1-2個工作天內
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客服中心:北美市場預測、成長機會分析 (∼2021年) Growth Opportunities in the North American Contact Center Systems Market, Forecast to 2021
出版日期: 2017年09月25日 內容資訊: 英文 76 Pages
簡介

本報告提供北美的客服中心的市場調查,市場環境,成長推動因素與阻礙,各服務種類的市場佔有率、收益預測,各種成長機會分析等彙整資料。

第1章 執行儀表板

第2章 成長環境:市場概要

  • 北美的客服中心市場
  • 推動因素與阻礙
  • 預測的前提條件

第3章 市場預測

  • 收益預測:各服務種類
  • 市場佔有率:整體市場
  • 市場佔有率:對內連絡路由系統
  • 市場佔有率:IVR系統
  • 市場佔有率:外撥裝置系統
  • 市場佔有率:品質監控系統
  • 市場佔有率:勞動力管理系統
  • 市場佔有率:客服中心分析

第4章 VISIONING SCENARIOS

  • 從宏觀到微觀Visioning
  • VISIONING SCENARIOS
  • 主要的預測

第5章 成長開發平台

  • 成長桿

第6章 願景與策略:成長機會

  • 全通路顧客關懷
  • 客戶經驗分析
  • 巨量資料&分析/機器學習
  • 社群媒體監測
  • 社群客戶參與
  • Agent Desktop/Agent Empowerment
  • 迎合新員工
  • AI的自動化
  • 虛擬代理商/助手
  • 實況聊天
  • 專業活性/互動顧客聯繫
  • 顧客服務的通訊平台
  • 客戶經驗的遊戲化
  • 視訊
  • 後勤部門WFO
  • IoT:身臨其境型體驗的支援
  • WebRTC應用
  • BC/DR

第7章 與品牌需求:成長機會

  • 革新&轉型
  • 第三方驗證
  • 顧客生命時間價值 (CLV)
  • 同類中的翹楚
  • 各產業行銷
  • 領導生成
  • 集客式行銷功能
  • 推廣式行銷優先級
  • 社群媒體行銷
  • 銷售實現內容

第8章 成長機會矩陣

  • 企業的成長地帶的確認
  • 願景與策略
  • 品牌和需求
  • 成長機會矩陣

第9章 成長策略、實行

  • 成長策略
  • 實行的主要市場機會:推薦方法
  • 免責聲明

第10章 附錄

目錄
Product Code: K1AA-76

Still Under Cloudy Skies, System Sales See Recovery

New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North America Contact Center Systems Market finds that despite healthy growth in the cloud contact center market, in 2016, the market for on-premises contact center systems recovered slightly after several years of decline. Contact center analytics, quality monitoring, and recording were particular bright spots for growth, as companies seek to get the most out of their existing investments. Inbound contact routing, outbound dialing and IVR systems showed less of a decline than in previous years.

Contact center analytics systems include speech analytics, multi-channel customer interaction analytics, and contact center performance analytics applications. Analytics is of utmost importance to companies as they move towards providing omnichannel customer care and digital transformation. While traditionally divided between agent performance analytics and customer interaction analytics, developments include bridging between the two sets to improve the customer experience and worker experience, as improvements in one are reflected in benefits in the other and vice versa.

New analytics offerings focus on customer journey analytics to provide insights into the customer journey and sentiment, to improve the customer experience, fuel proactive to customer outreach, and revenue generating opportunities. Tools such as speech analytics, combined with voice biometrics and other technologies, also are being used to for fraud detection and prevention. Additional advancements have been made in workforce optimization suites, social customer care and mobile applications, reinforcing emphasis on catering preferences of the Millennial consumer and worker, improving operational efficiencies and agent empowerment. This study also provides growth opportunities in emerging areas within analytics, such as robotic process automation, Big Data, machine learning, artificial intelligence, speech technologies, personalization technologies, IoT, and applications such as virtual assistants, chatbots, messaging bots, video, and Gamification.

Enterprises are increasingly looking to source these solutions from their primary contact center infrastructure or workforce optimization vendors. This study provides market share for 2016 solution providers in the premises-based contact center market, along with a forecast from 2016-2021. This analysis also presents some of the Customer Experience trends that Frost & Sullivan believes will shape, grow, and influence customer contact and the Customer Experience. The study focuses on those growth insights which are the most relevant for 2017-2021 in North America, and highlights the trends and insights for select industries, business models and technology areas, including:

  • Inbound Contact Routing
  • Interactive Voice Response
  • Automated Self-Service
  • Outbound Dialing
  • Workforce Management
  • Call Recording
  • Analytics

Table of Contents

1. EXECUTIVE DASHBOARD

  • Purpose of this Experiential Study
  • 5 Step Process to Transformational Growth
  • Key Takeaways
  • Key Takeaways (continued)
  • Strategic Imperatives for Contact Center Systems Providers (CCSPs)

2. GROWTH ENVIRONMENT-MARKET OVERVIEW

  • North America Contact Center Systems Markets
  • North American Contact Center Systems Markets (continued)
  • North American Contact Center Systems Markets (continued)
  • Drivers and Restraints
  • Forecast Assumptions

3. MARKET FORECASTS

  • Revenue Forecast by Service Segment
  • Total Contact Center Systems Market Share
  • Inbound Contact Routing Systems Market Share
  • IVR Systems Market Share
  • Outbound Dialer Systems Market Share
  • Quality Monitoring Systems Market Share
  • Workforce Management Systems Market Share
  • Contact Center Analytics Market Share

4. VISIONING SCENARIOS

  • Macro to Micro Visioning
  • Visioning Scenarios for the Contact Center Systems Market
  • Top Predictions for the Contact Center Systems Market

5. GROWTH PIPELINE

  • Levers for Growth

6. VISION AND STRATEGY-GROWTH OPPORTUNITIES

  • Growth Opportunity 1-Omnichannel Customer Care
  • Growth Opportunity 2-Customer Experience Analytics
  • Growth Opportunity 3-Big Data & Analytics/Machine Learning
  • Growth Opportunity 4-Social Media Monitoring
  • Growth Opportunity 5-Social Customer Engagement
  • Growth Opportunity 6-Agent Desktop/Agent Empowerment
  • Growth Opportunity 7-Catering to the New Workforce
  • Growth Opportunity 8-Automation via Artificial Intelligence (AI)
  • Growth Opportunity 9-Virtual Agent/Assistant
  • Growth Opportunity 10-Live Chat
  • Growth Opportunity 11-Proactive/Interactive Customer Contact
  • Growth Opportunity 12-Messaging Platforms in Customer Service
  • Growth Opportunity 13-Gamifying the Customer Experience
  • Growth Opportunity 14-Video
  • Growth Opportunity 15-Back Office WFO
  • Growth Opportunity 16-The IoT: Supporting Immersive Experiences
  • Growth Opportunity 17-WebRTC Applications
  • Growth Opportunity 18-BC/DR: Enabling Continuous CX

7. BRAND AND DEMAND-GROWTH OPPORTUNITIES

  • Growth Opportunity 19-Innovation & Transformation
  • Growth Opportunity 20-Third Party Validation
  • Growth Opportunity 21-Customer Lifetime Value (CLV)
  • Growth Opportunity 22-Best-in-Class
  • Growth Opportunity 23-Industry Vertical Marketing
  • Growth Opportunity 24-Lead Generation
  • Growth Opportunity 25-Inbound Marketing Capabilities
  • Growth Opportunity 26-Outbound Marketing Priorities
  • Growth Opportunity 27-Social Media Marketing
  • Growth Opportunity 28-Sales Enablement Content

8. GROWTH OPPORTUNITIES MATRIX

  • Identifying Your Company's Growth Zone
  • Growth Opportunities 1-19-Vision and Strategy
  • Growth Opportunities 1-19-Vision and Strategy (continued)
  • Growth Opportunities 20-30-Brand and Demand
  • Growth Opportunities Matrix

9. GROWTH STRATEGY AND IMPLEMENTATION

  • Growth Strategies for Your Company
  • Prioritized Opportunities through Implementation-Recommended Approach
  • Legal Disclaimer

10. APPENDICES

  • Representative Companies Product Offerings by Segment
  • Representative Companies Product Offerings by Segment (continued)
  • Representative Companies Product Offerings by Segment (continued)
  • Representative Companies Product Offerings by Segment (continued)
  • Representative Companies Product Offerings by Segment (continued)
  • Abbreviations and Acronyms Used
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