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市場調查報告書
全球及美國的委外客戶照護服務市場：2011年∼2015年的預測
Worldwide and U.S. Outsourced Customer Care Services 2011-2015 Forecast
| 出版商 |
IDC |
| 出版日期 |
2011年05月 |
商品編碼 |
192296 |
| 內容資訊 |
英文 Pages: 32 |
| 價格 |
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本報告已在2012年05月15日停止出版。
更改為出版
Worldwide and U.S. Outsourced Customer Care Services 2012-2016 Forecast
出版日期 : 2012年05月
商品編碼: 240660
全球的外包客戶服務市場中、5年間的CAGR為5.0％的成長預測、2015年預計達662億2,000萬美金。
本報告書內容包括:全球及美國的外包客戶服務市場的調查分析、現況及2015年為止的市場預測之提供、內容綱要摘記如下:
IDC的見解
調查概要
概況
- 服務發信的變換：雲端基礎型的對策
- 主要市場和業界趨勢
- 社群CRM和分析
- 代管客戶中心服務和雲端
- 技術環境的變化
- 線上服務
未來的展望
- 預測和前提條件
- 全球的外包因素之客戶照護服務支出
- 全球的外包因素之客戶照護服務和相互服務支出：各種服務活動
- 美國的外包因素之客戶照護服務和相互服務支出：各種服務活動
- 市場的背景
主要提議
參考資料
圖表
Abstract
This IDC study provides IDC' s forecast for the worldwide outsourced
customer care services market for the 2010–2015 period. This study
highlights key assumptions and drivers that are creating significant changes
in this market. At a worldwide level, IDC expects that
the outsourced customer care services market will grow at a
five-year CAGR of 5.0%, reaching $66.2 billion in 2015. Key
factors that are influencing this forecast range from customer need
for new capabilities (e.g., social CRM, mobility, analytics) to new
delivery models involving host-based services ranging from hosted contact center
services to the shift to cloud-based delivery models involving a
supply chain of services. Further, the competitive space is expanding
to include a broad set of providers that involve the
established players (e.g., Sitel, Teleperformance, TeleTech, Convergys), more host-centric providers
(e.g., LiveOps, Arise Solutions), and telecommunications providers (e.g., AT&T, BT,
Verizon) as well as SaaS providers that can offer a
contact center platform for customer care providers to use as
their delivery platform.
"Players in the customer care market space are
facing a multitude of challenges that range from elevating their
brands to reflect higher-value services and stiffer competition from a
broader set of providers using a range of delivery models
to an overarching shift in service delivery that involves the
use of cloud-based models and the integration of the supply
chain of services from IT to business processes," says David
Tapper, VP, Outsourcing and Offshore Services at IDC. "Success for
customer care providers will require that they provide solutions that
involve higher-level analytics capabilities; pursue potential new markets involving new
capabilities, such as machine to machine (M2M) and industries such
as healthcare and energy; and centralize their delivery models using
cloud-based services that are integrated into a ' digital services supply
chain' that can enable more rapid provisioning of services with
the ability to localize and personalize these services."
Table of Contents
- IDC Opinion
- In This Study
- Situation Overview
- Transformation of Service Delivery: The Shift to a Cloud-Based Model
- Transformation of Delivery: IT Outsourcing Versus BPO
- Key Market and Industry Trends
- Social CRM and Analytics
- Hosted Contact Center Services and the Cloud
- Changing Technology Environment
- Mobility and the Consumer Device
- Retail and mCommerce
- Mobile Health: mHealth
- Machine to Machine
- Online Services
- Future Outlook
- Forecast and Assumptions
- Worldwide Outsourced Customer Care Services Spending
- Worldwide Outsourced Customer Care Services and Interaction Services Spending by Service Activity
- U.S. Outsourced Customer Care Services and Interaction Services Spending by Service Activity
- Market Context
- Essential Guidance
- Learn More
- Related Research
- Methodology
- Historical Market Values and Exchange Rates
- Synopsis
- Table: Top 3 Assumptions for the Worldwide and U.S. Outsourced Customer Care Services Market, 2011–2015
- Table: Key Forecast Assumptions for the Worldwide and U.S. Outsourced Customer Care Services Market, 2011–2015
- Table: Worldwide Outsourced Customer Care Services Spending by Region, 2005–2015 ($M)
- Table: Worldwide Outsourced Customer Care Services Spending by Service Activity, 2005–2015 ($M)
- Table: Worldwide Outsourced Customer Care Interaction Services Spending by Service Activity, 2005–2015 ($M)
- Table: U.S. Outsourced Customer Care Services Spending by Service Activity, 2005–2015 ($M)
- Table: U.S. Outsourced Customer Care Interaction Services Spending by Service Activity, 2005–2015 ($M)
- Table: Worldwide Outsourced Customer Care Services Spending, 2005–2015: Comparison of May 2010 and May 2011 Forecasts ($M)
- Table: Exchange Rates, 2003–2010 (%)
- Figure: U.S. Timeline of Enterprise Transformation to Internal Private Clouds, 2011–2021
- Figure: Service Delivery Maturity: Optimization, Transformation, and the Integrated Service Delivery Supply Chain
- Figure: Service Delivery Transformation
- Figure: Worldwide Outsourced Customer Care Services Spending Share by Region, 2010 and 2015
- Figure: Worldwide Outsourced Customer Care Services Spending Growth by Region, 2006–2015
- Figure: Worldwide Outsourced Customer Care Services Spending, 2005–2015: Comparison of May 2010 and May 2011 Forecasts
- Figure: Worldwide Outsourced Customer Care Services Spending Growth, 2006–2015: Comparison of May 2010 and May 2011 Forecasts
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