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市場調查報告書

全球客服中心基礎設施軟體:2014-2018年的預測及2013年的廠商市場佔有率

Worldwide Contact Center Infrastructure and Software Forecast 2014-2018 and 2013 Vendor Shares

出版商 IDC 商品編碼 333691
出版日期 內容資訊 英文 27 Pages
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全球客服中心基礎設施軟體:2014-2018年的預測及2013年的廠商市場佔有率 Worldwide Contact Center Infrastructure and Software Forecast 2014-2018 and 2013 Vendor Shares
出版日期: 2015年06月02日 內容資訊: 英文 27 Pages
簡介

全球客服中心基礎設施及軟體 (CCIS) 市場預計2015年有9.4%收益成長。

本報告提供全球客服中心基礎設施及軟體 (CCIS) 市場相關調查、2013年的實際成果和2014-2018年的5年預測、同期間中的市場趨勢、預測的前提條件概要等彙整資料,為您概述為以下內容。

IDC的見解

調查概要

  • 調查手法

概況

  • 客服中心基礎設施軟體市場
  • 引進決策
  • 供應商的收益佔有率

未來展望

  • 客戶經驗、服務設計
  • 行動顧客服務
  • 巨量資料、商務分析
  • 數位多通路客戶服務
  • 社群客戶服務
  • 無電話即解決及私人社群網路及論壇
  • 員工網路
  • 預測、前提條件
  • 全球預測
  • 市場背景

主要的建議

參考資料

  • 相關調查
  • 定義
    • 客服中心
    • 互動語音應答
    • 內部部署系統
    • 雲端服務
    • 雲端發展模式
  • 調查手法
  • 摘要

圖表

目錄
Product Code: I03X

This IDC study examines the worldwide contact center infrastructure and software (CCIS) market for 2013; it also includes a five-year growth forecast for 2014-2018, as well as an overview of the trends and forecast assumptions for the period. It covers the Americas, Asia/Pacific, and EMEA.

"The contact center infrastructure and software market includes functionality that runs on standards-based equipment or purpose-built systems such as PBX. The market has revived itself during the last three years with vendors active in several acquisitions, divestments, and partnerships. The movement to cloud is clear as investments in both hosted solutions and cloud solutions are beginning to make global headway," said Jason Andersson, program director, IDC EMEA Telecom and Networking. "IDC expects 9.4% revenue growth in the worldwide CCIS market in 2015. Although premises-based solutions have garnered the lion's share of attention in recent years, enterprise evaluations, trials, and ultimately adoption of hosted solutions (single tenant) and cloud (multitenant) CCIS solutions will contribute significant growth predicted for the global market this year. Revenue growth will be driven by enterprises looking to retain capital, reduce costs, and improve customer experience, as well as by service providers refining their contact center strategies and product portfolios."

Table of Contents

IDC Opinion

In This Study

  • Methodology

Situation Overview

  • The Contact Center Infrastructure and Software Market in 2012/2013
  • Deployment Decisions
  • Vendor Revenue Shares

Future Outlook

  • Customer Experience and Service Design
  • Mobile Customer Care
  • Big Data and Business Analytics
  • Digital Multichannel Customer Services
  • Social Customer Service
  • No-Call Resolution and Private Social Networks and Forums
  • Employee Networking
  • Forecast and Assumptions
  • Worldwide Forecast
  • Market Context

Essential Guidance

Learn More

  • Related Research
  • Definitions
    • Contact Center
    • Interactive Voice Response
    • On-Premises Systems
    • Cloud Services
    • Cloud Deployment Models
  • Methodology
  • Synopsis

List of Tables

  • Table: Worldwide Contact Center Infrastructure and Software Revenue Share by Vendor, 2012 and 2013 ($M)
  • Table: Worldwide Contact Center Infrastructure and Software Share by Vendor 2013 (000 Seats)
  • Table: Top 3 Assumptions for the Worldwide Contact Center Infrastructure and Software Market, 2014-2018
  • Table: Key Forecast Assumptions for the Worldwide Contact Center Infrastructure and Software Market, 2014-2018
  • Table: Worldwide Contact Center Infrastructure and Software Forecast 2013-2018 by Region
  • Table: Cloud Key Attributes

List of Figures

  • Figure: Worldwide Contact Center Infrastructure and Software Revenue Share by Region, 2012 and 2013
  • Figure: Worldwide Contact Center Infrastructure and Software Revenue Share by Segment, 2012 and 2013
  • Figure: Worldwide Contact Center Infrastructure and Software Revenue Share by Vendor, 2013
  • Figure: Worldwide Contact Center Infrastructure and Software Seats Share by Vendor, 2013
  • Figure: Worldwide Contact Center Infrastructure and Software Forecast, 2014-2018
  • Figure: Worldwide Contact Center Infrastructure and Software Forecast CAGR % by Region
  • Figure: Worldwide Contact Center Infrastructure and Software Share by Region, 2013 and 2018
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