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市場調查報告書

託管/雲端客服中心服務的美國市場的未來預測 (2015∼2019年):對消費者預期的影響

U.S. Hosted and Cloud Contact Center Services 2015-2019 Forecast: The Impact of Consumer Expectations

出版商 IDC 商品編碼 329708
出版日期 內容資訊 英文 31 Pages
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託管/雲端客服中心服務的美國市場的未來預測 (2015∼2019年):對消費者預期的影響 U.S. Hosted and Cloud Contact Center Services 2015-2019 Forecast: The Impact of Consumer Expectations
出版日期: 2015年05月08日 內容資訊: 英文 31 Pages
簡介

美國國內的雲端客服中心服務的支出額,2012年達到了8億6800萬美元。此後也預計以17.7%的年複合成長率(CAGR) 持續成長,至2019年擴大到20億美元。現在也準備多數與企業的接觸窗口 (流通管道)給美國的消費者,不過,消費者方面希望更多窗口。為此,要求彈性更高客服中心,那帶給雲端客服中心服務的市場機會。

本報告提供美國的託管/隨選 (雲端) 客服中心服務市場未來趨勢相關分析,目前的消費者流通管道偏好和滿意度,今後的市場規模 (支出額) 趨勢預測等相關調查與考察。

IDC的見解

調查概要

  • 調查手法

概況

  • 滿足消費者預期的機會

未來展望

  • 市場預測的前提條件
    • 美國的託管/雲端客服中心服務支出額的預測
  • 市場背景

IDC的建議

參考資料

  • 相關調查
  • 摘要

表格一覽

  • 市場預測的三大前提條件
  • 美國的託管/雲端客服中心服務市場:預測的主要前提條件
  • 美國的託管/雲端客服中心服務支出額 (今後7年份)
  • 和以前預測結果的比較

圖的一覽

  • 託管/雲端客服中心服務的引進情形
  • 日常利用的流通管道的反應率
  • 流通管道的規模的滿意度:各年齡
  • 在流通管道變更狀況時的滿意度
  • 美國的託管/雲端客服中心服務支出額:增加率 (今後6年份)
  • 美國的託管/雲端客服中心服務支出額:和以前預測結果的比較
  • 美國的託管/雲端客服中心服務支出額的增加率:和以前預測結果的比較
目錄
Product Code: 255846

This IDC study provides IDC's forecast for the hosted and on-demand (cloud) contact center services market for 2015-2019. This study highlights key assumptions and drivers that are creating changes and driving growth in this market. IDC expects that U.S. spending on hosted contact center services was $1.1 billion in 2014 and will increase at a CAGR of 10.8% to $1.9 billion in 2019, and U.S. spending on cloud contact center services was $868 million in 2012 and will increase at a CAGR of 17.7% to $2.0 billion in 2019.

"Consumers today have so many choices in communicating with companies, and even greater expectations," said Melissa O'Brien, research analyst, Worldwide Customer Care BPO Services, at IDC. "This is driving the needs for greater flexibility in contact centers to meet those consumer expectations and thus driving demand for cloud contact center services."

Table of Contents

IDC Opinion

In This Study

  • Methodology

Situation Overview

  • Opportunities to Meet Consumer Expectations

Future Outlook

  • Forecast and Assumptions
    • U.S. Hosted and Cloud Contact Center Services Spending Forecast
  • Market Context

Essential Guidance

Learn More

  • Related Research
  • Synopsis

List of Tables

  • Table: Top 3 Assumptions for the U.S. Hosted and Cloud Contact Center Services Market, 2015-2019
  • Table: Key Forecast Assumptions for the U.S. Hosted and Cloud Contact Center Services Market, 2015-2019
  • Table: U.S. Hosted and Cloud Contact Center Services Spending, 2013-2019 ($M)
  • Table: U.S. Hosted and Cloud Contact Center Services Spending, 2012-2019: Comparison of February 2014 and May 2015 Forecasts ($M)

List of Figures

  • Figure: Hosted and/or Cloud Contact Center Services Adoption
  • Figure: Response Rates on Channels of Preference
  • Figure: Satisfaction with Breadth of Channels by Age
  • Figure: Expectations for Context in Channel Shifts
  • Figure: U.S. Hosted and Cloud Contact Center Services Spending Growth, 2014-2019
  • Figure: U.S. Hosted and Cloud Contact Center Services Spending, 2012-2019: Comparison of February 2014 and May 2015 Forecasts
  • Figure: U.S. Hosted and Cloud Contact Center Services Spending Growth, 2013-2019: Comparison of February 2014 and May 2015 Forecasts
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