中國的客服中心外包服務市場:2012年∼2016年的預測

中國的客服中心外包服務(CCO)服務市場由於迅速的經濟發展，及雲端·行動網際網路·社群媒體的發展，市場規模從2010年的8億1240萬美元到2011年成長到9億9300萬美元(年度成長率為22.2％)。2011年∼2016年的年平均成長率(年複合成長率)將達到19.2％。

本報告提供中國的客服中心外包服務(CCO)服務市場相關分析，目前市場結構和最新情形，今後5年內的市場預測，3種服務供應商的競爭環境，相關企業建議的內容等彙整，為您概述為以下內容。

IDC的見解

調查概要

• 調查手法

概況

• 簡介
• 2010年的市場趨勢
  • 社群媒體·應用程式的客服中心服務的普及化
  • 依需求配送的雲端有效利用型客服中心外包服務的推動
  • 透過中小企業，創造客服中心外包服務的強力商機
  • 透過行動網際網路，促進客服中心提供服務的多樣化
  • 客服中心依然處於變革階段
• 中國的客服中心外包服務市場:市場規模(2011年)
  • 2011年的市場分析:提供服務類別
  • 2011年的市場分析:各產業
  • 2011年的市場分析:各地區
• 目前競爭情形
  • 服務供應商的種類
  • 服務供應商簡介

未來展望

• 預測與前提條件
  • 市場前提條件
  • 預測:2012年∼2016年
  • 市場預測:提供服務類別
• 未來趨勢
• 市場背景

主要的建議

參考資料

• 相關調查
• 定義
• 摘要

圖表一覽

This IDC study provides an overview of China's contact center outsourcing (CCO) services market as well as market status and forecast for the next five years. It also includes a competitive landscape of the three types of service providers. The study also provides recommendations on service provider development. China's CCO services market increased from US$812.4 million in 2010 to US$993.0 million in 2011, with 22.2% year-over-year (YoY) growth, driven by the fast-growing economy, cloud, mobile Internet, and social media. Looking forward, China's CCO services market is expected to increase, with a 2011-2016 compound annual growth rate (CAGR) of 19.2%.

"China's CCO market continued to expand in 2011, and CCO service offerings are diversifying. Contact center is maturing and has become an important means for enterprises to develop business and promote innovation," says Richard Zhao, senior market analyst, Services, IDC China.

Table of Contents

IDC Opinion

In This Study

• Methodology

Situation Overview

• Introduction

• 2011 Market Dynamics

  • Social Media Applications Made Contact Center Services Ubiquitous

  • On-Demand Delivery Drove Cloud-Based Contact Center Outsourcing

  • SMBs Generated Strong Demand for Contact Center Outsourcing

  • Mobile Internet Drove the Diversity of Contact Center Service Offerings

  • Contact Centers Are Also in a Stage of Transformation

• China Contact Center Outsourcing Services Market Size, 2011

  • 2011 Market Breakdown by Service Offering

  • 2011 Market Breakdown by Industry

  • 2011 Market Breakdown by Region

• Current Competitive Landscape

  • Types of Service Provider

    • Global Service Providers

    • Domestic Service Providers

    • Telecom Service Providers

  • Service Provider Profiles

    • Wicresoft

      • Company Overview

      • Service Offerings and Performance

    • 95teleweb

      • Company Overview

      • Service Offerings and Performance

    • Arvato Services China

      • Company Overview

      • Service Offerings

    • DYXnet

      • Company Overview

      • Service Offerings

    • Welsend

      • Company Overview

      • Service Offerings

    • China Mobile (Zhejiang) Contact Center

      • Company Overview

      • Service Offerings and Performance

Future Outlook

• Forecast and Assumptions

  • Market Assumptions

  • Forecasts for 2012-2016

    • Overall Market Forecast, 2012-2016

  • Market Forecast by Service Offering

• Future Trends

• Market Context

Essential Guidance

Learn More

• Related Research

• Definitions

  • Contact Center Outsourcing Services Definitions

    • Contact Center

    • Contact Center Outsourcing

    • Regional Markets

  Synopsis

Table: China Contact Center Outsourcing Services Revenue, 2010 and 2011

Table: Top 3 Assumptions for the China Contact Center Outsourcing Services Market, 2012-2016

Table: Key Forecast Assumptions for the China Contact Center Outsourcing Services Market, 2012-2016

Table: China Contact Center Outsourcing Services, 2011-2016

Table: China Contact Center Outsourcing Services Revenue by Service Offering, 2011-2016 (US$M)

Table: China Contact Center Outsourcing Services Revenue, 2010-2016: Comparison of May 2012 and May 2011 Forecasts

Table: China Regional Market Definitions, 2012

Figure: China Contact Center Outsourcing Services Market Share by Service Offering, 2011

Figure: China Contact Center Outsourcing Services Market Share by Industry, 2011

Figure: China Contact Center Outsourcing Services Market Share by Region, 2011

Figure: China Contact Center Service Provider Competitive Landscape

Figure: China Contact Center Outsourcing Services Revenue, 2010-2016: Comparison of May 2012 and May 2011 Forecasts