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市場調查報告書

客服中心的全球市場 - 2016∼2020年

Global Contact Center Market 2016-2020

出版商 TechNavio (Infiniti Research Ltd.) 商品編碼 316408
出版日期 內容資訊 英文 62 Pages
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客服中心的全球市場 - 2016∼2020年 Global Contact Center Market 2016-2020
出版日期: 2016年10月26日 內容資訊: 英文 62 Pages
簡介

客服中心的全球市場,預計從2016年到2020年的期間以10.64%的年複合成長率持續成長。

本報告以客服中心的全球市場為研究主題,提供推動市場成長要素和市場課題,透過市場趨勢,以及市場競爭情形的詳細調查,進行市場現狀分析以及從2016年到2020年的未來預測。

第1章 摘要整理

第2章 本報告涵蓋範圍

  • 市場概要
  • 調查對象國家
  • 主要供應商商品

第3章 市場調查手法

  • 調查手法
  • 經濟指標

第4章 序論

  • 市場相關重要事項

第5章 市場概況

  • 市場概要
  • 客服中心的技術演進
  • 市場規模及未來預測
  • 波特的五力分析

第6章 客服中心的全球市場 - 各技術市場分類

  • 各技術的客服中心的全球市場
  • 進線系統客服中心的全球市場
  • IVR (互動語音回覆系統) 客服中心的全球市場
  • 分析客服中心的全球市場
  • QM (應對品質評估) 客服中心的全球市場
  • WFM (工作勢力、經營管理) 客服中心的全球市場
  • 外撥系統、客服中心的全球市場

第7章 客服中心的全球市場 - 各IT引進模式市場分類

  • 各IT引進模式的客服中心的全球市場
  • 內部部署、客服中心的全球市場
  • 託管、客服中心的全球市場

第8章 客服中心的全球市場 - 各地區市場分類

  • 各地區的客服中心的全球市場
  • 南北美洲地區市場
  • 歐洲、中東、非洲地區市場
  • 亞太地區市場

第9章 客服中心的全球市場 - 成長推動因素

  • 客服中心的營運自動化的必要性
  • 客服中心產生的資料的指數函數的增加
  • 客服中心的數位化轉換
  • CRM (顧客關係管理)的必要性高漲

第10章 推動市場成長要素帶來的影響

第11章 客服中心的全球市場 - 課題

  • 系統整合的課題
  • 資料的隱私和安全性相關風險
  • 高離職率和IT預算的縮小
  • 專門知識的不足

第12章 推動市場成長要素和市場課題帶來的影響

第13章 客服中心的全球市場 - 趨勢

  • RPA的出現
  • 會話分析的採用擴大
  • 語音生物認證編入
  • CCaaS (客服中心服務)的擴大
  • 顧客服務的整合通訊的演進

第14章 業者情勢

  • 市場競爭情形
  • 其他卓越供應商

第15章 主要供應商簡介

  • Avaya
  • Cisco Systems
  • Genesys
  • Huawei Technologies

第16章 附錄

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目錄
Product Code: IRTNTR10672

About Contact Center

Contact centers have experienced an irretrievable evolution over the last decade. The faculty at a contact center is used to manage clients or customers. They also get in touch with customers via email, telephones, web chat, and social media. Consequently, over the past two decades, many business enterprises have established several contact centers to manage customer interactions. It could be an in-house team or outsourced to a third-party assistance. Such centers offer different services - such as support or help desk, customer service, and sales and marketing contact centers.

Technavio's analysts forecast the global contact center market to grow at a CAGR of 10.64% during the period 2016-2020.

Covered in this report

The report covers the present scenario and the growth prospects of the global contact center market for 2016-2020. To calculate the market size, the report considers the revenue generated from the sales of contact center solutions and services.

The market is divided into the following segments based on geography:

  • Americas
  • APAC
  • EMEA

Technavio's report, Global Contact Center Market 2016-2020, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the market landscape and its growth prospects over the coming years. The report also includes a discussion of the key vendors operating in this market.

Key vendors

  • Avaya
  • Cisco Systems
  • Genesys
  • Huawei Technologies

Other Prominent Vendors

  • 3CLogic
  • 8x8
  • Aastra
  • Altitude Software
  • Aspect Software
  • Connect First
  • Convergys
  • CRMXchange
  • Five9
  • Fujitsu
  • HP
  • IBM
  • inContact
  • Interactive Intelligence
  • Mitel Networks
  • NICE
  • Noble Systems
  • Oracle
  • Presence Technology
  • SAP
  • ShoreTel
  • Syntel
  • Teleopti
  • Unify
  • Verint Systems
  • Verizon Communications
  • Vocalcom

Market driver

  • Need to automate contact center operations
  • For a full, detailed list, view our report

Market challenge

  • System integration issues
  • For a full, detailed list, view our report

Market trend

  • Emergence of RPA
  • For a full, detailed list, view our report

Key questions answered in this report

  • What will the market size be in 2020 and what will the growth rate be?
  • What are the key market trends?
  • What is driving this market?
  • What are the challenges to market growth?
  • Who are the key vendors in this market space?
  • What are the market opportunities and threats faced by the key vendors?
  • What are the strengths and weaknesses of the key vendors?

You can request one free hour of our analyst's time when you purchase this market report. Details are provided within the report.

Table of Contents

PART 01: Executive summary

  • Highlights

PART 02: Scope of the report

  • Market overview
  • Countries covered
  • Top-vendor offerings

PART 03: Market research methodology

  • Research methodology
  • Economic indicators

PART 04: Introduction

  • Key market highlights

PART 05: Market landscape

  • Market overview
  • Technology evolution in contact center
  • Market size and forecast
  • Five forces analysis

PART 06: Market segmentation by technology

  • Global contact center market by technology
  • Global inbound systems contact center market
  • Global IVR contact center market
  • Global analytics contact center market
  • Global QM contact center market
  • Global WFM contact center market
  • Global outbound systems contact center market

PART 07: Market segmentation by IT deployment model

  • Global contact center market by IT deployment model
  • Global on-premises contact center market
  • Global hosted contact center market

PART 08: Geographical segmentation

  • Global contact center market by geography
  • Americas
  • EMEA
  • APAC

PART 09: Market drivers

  • Need to automate contact center operations
  • Exponential increase in data generated by contact centers
  • Digital transformation of contact centers
  • Increased demand for CRM

PART 10: Impact of drivers

PART 11: Market challenges

  • System integration issues
  • Data privacy and security risks
  • High attrition rate and shrinking IT budget
  • Lack of domain expertise

PART 12: Impact of drivers and challenges

PART 13: Market trends

  • Emergence of RPA
  • Increased adoption of speech analytics
  • Incorporation of voice biometrics
  • Rise of CCaaS
  • Evolution of UC in customer service

PART 14: Vendor landscape

  • Competitive landscape
  • Other prominent vendors

PART 15: Key vendor profile

  • Avaya
  • Cisco Systems
  • Genesys
  • Huawei Technologies

PART 16: Appendix

  • List of abbreviations

List of Exhibits

  • Exhibit 01: Global contact center market segmentation overview
  • Exhibit 02: Countries covered for market analysis
  • Exhibit 03: Product offerings
  • Exhibit 04: Details of contact center phases
  • Exhibit 05: Technology evolution in contact center
  • Exhibit 06: Global contact center market 2015-2020 ($ billions)
  • Exhibit 07: Five forces analysis
  • Exhibit 08: Global contact center market by technology 2015
  • Exhibit 09: Global inbound systems contact center market 2015-2020 ($ billions)
  • Exhibit 10: Global IVR contact center market 2015-2020 ($ billions)
  • Exhibit 11: Global analytics contact center market 2015-2020 ($ billions)
  • Exhibit 12: Global QM contact center market 2015-2020 ($ billions)
  • Exhibit 13: Global WFM contact center market 2015-2020 ($ billions)
  • Exhibit 14: Global Outbound systems contact center market 2015-2020 ($ billions)
  • Exhibit 15: Global contact center market by IT deployment model
  • Exhibit 16: Global on-premises contact center market 2015-2020 ($ billions)
  • Exhibit 17: Global Hosted contact center market 2015-2020 ($ billions)
  • Exhibit 18: Global contact center market by geography 2015
  • Exhibit 19: Contact center market in Americas 2015-2020 ($ billions)
  • Exhibit 20: Contact center market in EMEA 2015-2020 ($ billions)
  • Exhibit 21: Contact center market in APAC 2015-2020 ($ billions)
  • Exhibit 22: Impact of drivers
  • Exhibit 23: Impact of drivers and challenges
  • Exhibit 24: Other prominent vendors
  • Exhibit 25: Recent developments
  • Exhibit 26: Cisco: Recent developments
  • Exhibit 27: Genesys: Recent developments
  • Exhibit 28: Recent developments
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