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市場調查報告書

客服中心應用軟體的全球市場

Worldwide Contact Center Applications Software Forecast, 2017-2021

出版商 IDC 商品編碼 551823
出版日期 內容資訊 英文 15 Pages
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客服中心應用軟體的全球市場 Worldwide Contact Center Applications Software Forecast, 2017-2021
出版日期: 2017年09月01日 內容資訊: 英文 15 Pages
簡介

本報告提供客服中心應用軟體的全球市場調查,各市場區隔(內部部署,公共雲端)及各地區的市場趨勢,收益額、市場佔有率、成長率的變化與預測(今後5年份),市場成長的各種影響要素以及影響力分析,市場發展趨勢(過去5年、今後5年份),關於策略建議等總括性彙整。

IDC的市場預測圖

摘要整理

技術供應商的建議

市場預測

市場概要

  • 市場促進、阻礙因素
    • 市場的推動要素
      • 對數位變革的舉措
      • 互動式人工智能
      • 雲端
    • 市場阻礙因素
      • 客戶中心的市場開拓策略
  • 市場發展趨勢
  • 上次預測後的變更點

市場定義

調查手法

相關調查

目錄
Product Code: US43009417

This IDC study provides an updated market sizing for the worldwide contact center applications software market based on completed revenue modeling and a revised data for the market over a 10-year period, with a 5-year forecast (2017-2021)."Contact centers and their associated area of customer service operations are moving into the limelight due to the market focus on customer centricity and fueled by digital transformation efforts," says Mary Wardley, program VP, Customer Care and CRM. "IDC surveys consistently place 'an improved customer experience' at the top of the stated goals driving DX initiatives."

IDC Market Forecast Figure

Executive Summary

Advice for Technology Suppliers

Market Forecast

Market Context

  • Drivers and Inhibitors
    • Drivers
      • Digital Transformation Initiatives
      • Conversational AI Applications
      • Cloud
      • Agent Population
    • Inhibitors
      • Comprehensive Internal View/Go to Market Based on Customer Centricity
  • Significant Market Developments
  • Changes from Prior Forecast

Market Definition

Methodology

  • Historical and Forecast Market Values and Exchange Rates

Related Research

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