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市場調查報告書

雲端型客服中心的全球市場 - 至2021年的預測:自動刻度盤設備,匯報,分析

Cloud-Based Contact Center Market by Solution (Dialers, Reporting, and analytics), Service (Professional and Managed), Application, Deployment Model, Organization size, Industry vertical, and Region - Global Forecast to 2021

出版商 MarketsandMarkets 商品編碼 312121
出版日期 內容資訊 英文 155 Pages
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雲端型客服中心的全球市場 - 至2021年的預測:自動刻度盤設備,匯報,分析 Cloud-Based Contact Center Market by Solution (Dialers, Reporting, and analytics), Service (Professional and Managed), Application, Deployment Model, Organization size, Industry vertical, and Region - Global Forecast to 2021
出版日期: 2016年11月07日 內容資訊: 英文 155 Pages
簡介

雲端型客服中心市場,預計從2016年的54億3000萬美元,到2021年擴大到156億7000萬美元。預計市場2016年∼2021年以23.6%的年複合成長率成長。

本報告提供全球雲端型客服中心市場相關調查分析,市場概要,產業趨勢,各市場區隔的市場分析,競爭情形,主要企業等相關的系統性資訊。

第1章 簡介

第2章 調查手法

第3章 摘要整理

第4章 重要考察

  • 雲端型客服中心市場的富有魅力的市場機會
  • 雲端型客服中心市場:3大服務類型的市場佔有率、各地區
  • 生命週期分析:各地區
  • 市場投資方案
  • 雲端型客服中心市場:各產業領域

第5章 雲端型客服中心的全球市場:概要

  • 簡介
  • 市場演進
  • 市場區隔
  • 市場動態
    • 推動因素
    • 阻礙因素
    • 機會
    • 課題

第6章 雲端型客服中心的全球市場:產業趨勢

  • 簡介
  • 價值鏈分析
  • 市場生態系統
  • 策略性基準

第7章 雲端型客服中心的全球市場:各解決方案

  • 簡介
  • 自動接收呼分配設備 (ACD)
  • 代理業務最適化 (APO)
  • 自動刻度盤設備
  • 語音應答裝置 (IVR)
  • 電腦語音通信整合 (CTI)
  • 匯報,分析
  • 其他

第8章 雲端型客服中心的全球市場:各服務形式

  • 簡介
  • 專業服務
  • 管理服務

第9章 雲端型客服中心的全球市場:各用途

  • 簡介
  • 呼叫路由、隊列
  • 資料整合、記錄
  • 聊天品質、監測
  • 即時決策
  • 人力資源優化

第10章 雲端型客服中心的全球市場:各發展模式

  • 簡介
  • 公共雲端
  • 私有雲端
  • 混合、社群雲端

第11章 雲端型客服中心的全球市場:各組織規模

  • 簡介
  • 中小企業
  • 大企業

第12章 雲端型客服中心的全球市場:各產業領域

  • 簡介
  • 銀行、金融服務、保險 (BFSI)
  • 消費品、零售
  • 政府、公共部門
  • 醫療、生命科學
  • 媒體、娛樂
  • 製造
  • 通訊、IT
  • 其他

第13章 雲端型客服中心的全球市場:各地區

  • 簡介
  • 北美
  • 歐洲
  • 亞太地區
  • 中東、非洲
  • 南美

第14章 競爭情形

  • 概要
  • 競爭情形與趨勢
  • 雲端型客服中心市場

第15章 企業簡介

  • 簡介
  • 8X8, INC.
  • FIVE9, INC.
  • CISCO SYSTEMS, INC.
  • GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
  • ORACLE CORPORATION
  • NICE-SYSTEMS LTD.
  • NEWVOICEMEDIA
  • 3CLOGIC
  • CONNECT FIRST, INC.
  • ASPECT SOFTWARE PARENT INC.
  • 其他主要供應商

第16章 附錄

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目錄
Product Code: TC 2662

"Faster deployment, scalability of cloud technology, cloud compliance requirement, and need to manage disaster recovery is expected to drive the overall market"

The cloud-based contact center market size is estimated to grow from USD 5.43 billion in 2016 to USD 15.67 billion by 2021, at a Compound Annual Growth Rate (CAGR) of 23.6% due to cloud compliance requirement and the need to manage disaster recovery. However, risk of information and high initial investment is the major restraint in the overall growth of the market.

Dialer is expected to be the most promising solution during the forecast period

The implementation of dialers is expected to grow at the highest CAGR during the forecast period. The dialers allow organizations to manage 'Do Not Call' lists, time zones, external table dialing and dynamic filtering, and offers deployment options so they can choose how to address regulations that prohibit auto dialers and predictive dialing. This provides the ease of utilization that the contact centers require leading to an increase in its demand.

Hybrid cloud is expected to be grow at the highest CAGR during the forecast period

The demand for hybrid cloud in the contact center space is expected to increase in the coming five years. The scalability and flexibility of hybrid cloud helps an enterprise to create an automated, integrated, secure, and well-managed computing environment cost-effectively. One of the reasons for the high adoption of hybrid cloud is that it bridges the gap between low-security public cloud and high-security private cloud, thus, giving the user the security of private cloud and low cost of public cloud.

Asia-Pacific (APAC) is projected to witness the highest growth during the forecast period

North America is expected to hold the largest market share and dominate the cloud-based contact center market in 2016, due to the increasing market for analytics and high competition between the organizations to offer enhanced customer satisfaction. APAC is expected to grow at the highest rate during this forecast period. Increasing retail and distribution activities, along with growth in the BFSI sector has given scope for the cloud-based contact center market to grow in APAC.

In the process of determining and verifying the market size for several segments and sub segments gathered through secondary research, extensive primary interviews were conducted with key industry personnel. The break-up of profiles of primary discussion participants is given below.

  • By Company Type: Tier-1 (35%), Tier-2 (42%), and Tier-3 (23%) companies
  • By Designation: C-level (42%), Director Level (37%), and Others (21%)
  • By Region: North America (51%), Europe (29%), APAC (15%), and Rest of World (5%)

The list of multi-cloud management vendors profiled in the report is as follows:

  • 1. 8X8, Inc. (California, U.S)
  • 2. FIVE9 Inc. (California, U.S)
  • 3. Cisco Systems, Inc. (California, U.S)
  • 4. Genesys Telecommunications Laboratories, Inc. (California, U.S)
  • 5. Oracle Corporation (California, U.S)
  • 6. NICE Systems ltd. (Raanana, Israel.)
  • 7. NEWVOICEMEDIA (Hampshire, U.K.)
  • 8. 3CLogic (Maryland, U.S)
  • 9. Aspect Software Parent inc. (Massachusetts, U.S)
  • 10. Connect First Inc. (Colorado, U.S.)

Research Coverage:

The global cloud-based contact center market has been segmented on the basis of solutions, services, applications, deployment models, organization sizes, industry verticals, and regions. The various types of analysis covered in the study includes SWOT analysis, value chain analysis, competitive landscaping, and DROC analysis.

Reasons to Buy the Report:

The report will help the market leaders/new entrants in this market in the following ways:

  • 1. This report segments the cloud-based contact center market comprehensively and provides the closest approximations of the revenue numbers for the overall market and the sub segments across different verticals and regions.
  • 2. The report helps the stakeholders understand the pulse of the market and provides them information on key market drivers, restraints, challenges, and opportunities.
  • 3. This report will help the stakeholders to better understand the competitors and gain more insights to better their position in the business. The competitive landscape section includes competitor ecosystem, new product developments, partnerships, and mergers & acquisitions.

TABLE OF CONTENTS

1. INTRODUCTION

  • 1.1. OBJECTIVES OF THE STUDY
  • 1.2. MARKET DEFINITION
  • 1.3. MARKET SCOPE
    • 1.3.1. MARKETS COVERED
    • 1.3.2. YEARS CONSIDERED IN THE REPORT
  • 1.4. CURRENCY
  • 1.5. LIMITATIONS
  • 1.6. STAKEHOLDERS

2. RESEARCH METHODOLOGY

  • 2.1. RESEARCH DATA
    • 2.1.1. SECONDARY DATA
      • 2.1.1.1. Key data from secondary sources
    • 2.1.2. PRIMARY DATA
      • 2.1.2.1. Key data from primary sources
      • 2.1.2.2. Key industry insights
      • 2.1.2.3. Breakdown of primaries
  • 2.2. MARKET SIZE ESTIMATION
  • 2.3. MARKET BREAKDOWN AND DATA TRIANGULATION
  • 2.4. RESEARCH ASSUMPTIONS
  • 2.5. VENDOR DIVE MATRIX METHODOLOGY

3. EXECUTIVE SUMMARY

4. PREMIUM INSIGHTS

  • 4.1. ATTRACTIVE MARKET OPPORTUNITIES IN THE CLOUD-BASED CONTACT CENTER MARKET
  • 4.2. CLOUD-BASED CONTACT CENTER MARKET: MARKET SHARE OF TOP THREE SERVICE TYPES AND REGIONS
  • 4.3. LIFECYCLE ANALYSIS, BY REGION, 2016
  • 4.4. MARKET INVESTMENT SCENARIO
  • 4.5. CLOUD-BASED CONTACT CENTER MARKET: BY VERTICAL

5. MARKET OVERVIEW 35

  • 5.1. INTRODUCTION
  • 5.2. MARKET EVOLUTION
  • 5.3. MARKET SEGMENTATION
    • 5.3.1. BY SOLUTION
    • 5.3.2. BY SERVICE
    • 5.3.3. BY DEPLOYMENT MODEL
    • 5.3.4. BY APPLICATION
    • 5.3.5. BY VERTICAL
    • 5.3.6. BY REGION
  • 5.4. MARKET DYNAMICS
    • 5.4.1. DRIVERS
      • 5.4.1.1. Faster deployment, scalability, and flexibility
      • 5.4.1.2. Cloud compliance requirements
      • 5.4.1.3. Acceptance of home-based work
      • 5.4.1.4. Improved business continuity
    • 5.4.2. RESTRAINTS
      • 5.4.2.1. Risk of information loss
      • 5.4.2.2. High initial investment
      • 5.4.2.3. Premises-based contact center technology cover large portion
    • 5.4.3. OPPORTUNITIES
      • 5.4.3.1. Improved customer experience
      • 5.4.3.2. Move to omni-channel experience
      • 5.4.3.3. Many enterprises moving on cloud infrastructure
      • 5.4.3.4. Increasing number of enterprises harnessing the benefits of contact center
    • 5.4.4. CHALLENGES
      • 5.4.4.1. Security issues
      • 5.4.4.2. Maintaining integration levels

6. INDUSTRY TRENDS

  • 6.1. INTRODUCTION
  • 6.2. VALUE CHAIN ANALYSIS
  • 6.3. MARKET ECOSYSTEM
  • 6.4. STRATEGIC BENCHMARKING

7. CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY SOLUTION

  • 7.1. INTRODUCTION
  • 7.2. AUTOMATIC CALL DISTRIBUTION (ACD)
  • 7.3. AGENT PERFORMANCE OPTIMIZATION (APO)
  • 7.4. DIALERS
  • 7.5. INTERACTIVE VOICE RESPONSE (IVR)
  • 7.6. COMPUTER TELEPHONY INTEGRATION (CTI)
  • 7.7. REPORTING AND ANALYTICS
  • 7.8. OTHERS

8. CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY SERVICE TYPE

  • 8.1. INTRODUCTION
  • 8.2. PROFESSIONAL SERVICES
  • 8.3. MANAGED SERVICES

9. CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY APPLICATION

  • 9.1. INTRODUCTION
  • 9.2. CALL ROUTING AND QUEUING
  • 9.3. DATA INTEGRATION AND RECORDING
  • 9.4. CHAT QUALITY AND MONITORING
  • 9.5. REAL-TIME DECISION MAKING
  • 9.6. WORKFORCE OPTIMIZATION

10. CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY DEPLOYMENT MODEL

  • 10.1. INTRODUCTION
  • 10.2. PUBLIC CLOUD
  • 10.3. PRIVATE CLOUD
  • 10.4. HYBRID AND COMMUNITY CLOUD

11. CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY ORGANIZATION SIZE

  • 11.1. INTRODUCTION
  • 11.2. SMALL AND MEDIUM ENTERPRISES (SMES)
  • 11.3. LARGE ENTERPRISES

12. CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY VERTICAL

  • 12.1. INTRODUCTION
  • 12.2. BANKING, FINANCIAL SERVICES, AND INSURANCE (BFSI)
  • 12.3. CONSUMER GOODS AND RETAIL
  • 12.4. GOVERNMENT AND PUBLIC SECTOR
  • 12.5. HEALTHCARE AND LIFE SCIENCES
  • 12.6. MEDIA AND ENTERTAINMENT
  • 12.7. MANUFACTURING
  • 12.8. TELECOMMUNICATION AND ITES
  • 12.9. OTHERS

13. GEOGRAPHIC ANALYSIS

  • 13.1. INTRODUCTION
  • 13.2. NORTH AMERICA
  • 13.3. EUROPE
  • 13.4. ASIA-PACIFIC
  • 13.5. MIDDLE EAST AND AFRICA (MEA)
  • 13.6. LATIN AMERICA

14. COMPETITIVE LANDSCAPE

  • 14.1. OVERVIEW
  • 14.2. COMPETITIVE SITUATION AND TRENDS
    • 14.2.1. PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS
    • 14.2.2. NEW PRODUCT LAUNCHES
    • 14.2.3. BUSINESS EXPANSIONS
    • 14.2.4. MERGERS AND ACQUISITIONS
  • 14.3. CLOUD-BASED CONTACT CENTER MARKET: MNM DIVE - VENDOR COMPARISON

15. COMPANY PROFILE (Business Overview, Products & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*

  • 15.1. INTRODUCTION
  • 15.2. 8X8, INC.
  • 15.3. FIVE9, INC.
  • 15.4. CISCO SYSTEMS, INC.
  • 15.5. GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
  • 15.6. ORACLE CORPORATION
  • 15.7. NICE-SYSTEMS LTD.
  • 15.8. NEWVOICEMEDIA
  • 15.9. 3CLOGIC
  • 15.10. CONNECT FIRST, INC.
  • 15.11. ASPECT SOFTWARE PARENT INC.

*Details on Business Overview, Products & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.

  • 15.12. OTHER MAJOR VENDORS
    • 15.12.1. INCONTACT, INC.
    • 15.12.2. INTERACTIVE INTELLIGENCE GROUP, INC.
    • 15.12.3. BROADSOFT, INC.
    • 15.12.4. WEST CORPORATION
    • 15.12.5. LIVEOPS CLOUD
    • 15.12.6. MITEL NETWORKS CORPORATION
    • 15.12.7. OZONETEL SYSTEMS PVT. LTD
    • 15.12.8. EVOLVE IP, LLC.

16. APPENDIX

  • 16.1. KEY INDUSTRY INSIGHTS
  • 16.2. DISCUSSION GUIDE
  • 16.3. KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
  • 16.4. INTRODUCING RT: REAL-TIME MARKET INTELLIGENCE
  • 16.5. AVAILABLE CUSTOMIZATIONS
  • 16.6. RELATED REPORTS
  • 16.7. AUTHOR DETAILS

LIST OF TABLES

  • TABLE 1: CLOUD-BASED CONTACT CENTER MARKET SIZE AND GROWTH RATE, 2014-2021 (USD MILLION, YOY)
  • TABLE 2: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2014-2021 (USD MILLION)
  • TABLE 3: AUTOMATIC CALL DISTRIBUTION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 4: AGENT PERFORMANCE OPTIMIZATION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 5: DIALERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 6: INTERACTIVE VOICE RESPONSE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 7: COMPUTER TELEPHONY INTEGRATION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 8: REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 9: OTHER SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 10: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE TYPE, 2014-2021 (USD MILLION)
  • TABLE 11: PROFESSIONAL SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 12: MANAGED SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 13: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2014-2021 (USD MILLION)
  • TABLE 14: CALL ROUTING AND QUEUING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 15: DATA INTEGRATION AND RECORDING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 16: CHAT QUALITY AND MONITORING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 17: REAL-TIME DECISION MAKING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 18: WORKFORCE OPTIMIZATION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 19: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2014-2021 (USD MILLION)
  • TABLE 20: PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 21: PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 22: HYBRID AND COMMUNITY CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 23: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2014-2021 (USD MILLION)
  • TABLE 24: SMALL AND MEDIUM ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 25: LARGE ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 26: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
  • TABLE 27: BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 28: CONSUMER GOODS AND RETAIL: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 29: GOVERNMENT AND PUBLIC SECTOR: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 30: HEALTHCARE AND LIFE SCIENCES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 31: MEDIA AND ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 32: MANUFACTURING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 33: TELECOMMUNICATION AND ITES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 34: OTHERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 35: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 36: NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
  • TABLE 37: NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2014-2021 (USD MILLION)
  • TABLE 38: NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE TYPE, 2014-2021 (USD MILLION)
  • TABLE 39: NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2014-2021 (USD MILLION)
  • TABLE 40: NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL 2014-2021 (USD MILLION)
  • TABLE 41: NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2014-2021 (USD MILLION)
  • TABLE 42: EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
  • TABLE 43: EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2014-2021 (USD MILLION)
  • TABLE 44: EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE TYPE, 2014-2021 (USD MILLION)
  • TABLE 45: EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2014-2021 (USD MILLION)
  • TABLE 46: EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2014-2021 (USD MILLION)
  • TABLE 47: EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2014-2021 (USD MILLION)
  • TABLE 48: ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
  • TABLE 49: ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2014-2021 (USD MILLION)
  • TABLE 50: ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE TYPE, 2014-2021 (USD MILLION)
  • TABLE 51: ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2014-2021 (USD MILLION)
  • TABLE 52: ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2014-2021 (USD MILLION)
  • TABLE 53: ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2014-2021 (USD MILLION)
  • TABLE 54: MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
  • TABLE 55: MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2014-2021 (USD MILLION)
  • TABLE 56: MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE TYPE, 2014-2021 (USD MILLION)
  • TABLE 57: MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2014-2021 (USD MILLION)
  • TABLE 58: MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2014-2021 (USD MILLION)
  • TABLE 59: MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2014-2021 (USD MILLION)
  • TABLE 60: LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
  • TABLE 61: LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2014-2021 (USD MILLION)
  • TABLE 62: LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE TYPE, 2014-2021 (USD MILLION)
  • TABLE 63: LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2014-2021 (USD MILLION)
  • TABLE 64: LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2014-2021 (USD MILLION)
  • TABLE 65: LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2014-2021 (USD MILLION)
  • TABLE 66: PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS, 2015 - 2016
  • TABLE 67: NEW PRODUCT LAUNCHES, 2015-2016
  • TABLE 68: BUSINESS EXPANSIONS, 2015-2016
  • TABLE 69: MERGERS AND ACQUISITIONS, 2013-2016

LIST OF FIGURES

  • FIGURE 1: GLOBAL CLOUD-BASED CONTACT CENTER MARKET: MARKET SEGMENTATION
  • FIGURE 2: GLOBAL CLOUD-BASED CONTACT CENTER MARKET: RESEARCH DESIGN
  • FIGURE 3: BREAKDOWN OF PRIMARY INTERVIEW: BY COMPANY, DESIGNATION, AND REGION
  • FIGURE 4: MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH
  • FIGURE 5: MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH
  • FIGURE 6: DATA TRIANGULATION
  • FIGURE 7: GLOBAL CLOUD-BASED CONTACT CENTER MARKET: ASSUMPTIONS
  • FIGURE 8: VENDOR DIVE MATRIX: CRITERIA WEIGHTAGE
  • FIGURE 9: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODEL (2016 VS. 2021)
  • FIGURE 10: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE (2016 VS. 2021)
  • FIGURE 11: NORTH AMERICA IS ESTIMATED TO HOLD THE LARGEST MARKET SHARE IN 2016
  • FIGURE 12: TOP THREE SEGMENTS FOR THE CLOUD-BASED CONTACT CENTER MARKET, 2016-2021
  • FIGURE 13: GROWTH TREND OF CLOUD-BASED CONTACT CENTER MARKET (2016-2021)
  • FIGURE 14: BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL AND NORTH AMERICA REGION ARE EXPECTED TO HAVE THE LARGEST MARKET SHARE IN 2016
  • FIGURE 15: REGIONAL LIFECYCLE ANALYSIS (2016): ASIA-PACIFIC IS EXPECTED TO BE THE FASTEST GROWING REGION DURING THE PERIOD 2016-2021
  • FIGURE 16: MARKET INVESTMENT SCENARIO: ASIA-PACIFIC WOULD EMERGE AS THE BEST MARKET FOR INVESTMENT IN THE NEXT FIVE YEARS
  • FIGURE 17: HEALTHCARE AND LIFE SCIENCES VERTICAL IS ESTIMATED TO HOLD THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD
  • FIGURE 18: EVOLUTION OF CLOUD-BASED CONTACT CENTER MARKET
  • FIGURE 19: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION
  • FIGURE 20: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE TYPE
  • FIGURE 21: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODEL
  • FIGURE 22: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION
  • FIGURE 23: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL
  • FIGURE 24: CLOUD-BASED CONTACT CENTER MARKET, BY REGION
  • FIGURE 25: CLOUD-BASED CONTACT CENTER MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
  • FIGURE 26: CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS
  • FIGURE 27: CLOUD-BASED CONTACT CENTER ECOSYSTEM
  • FIGURE 28: CLOUD-BASED CONTACT CENTER MARKET: STRATEGIC BENCHMARKING
  • FIGURE 29: COMPUTER TELEPHONY INTEGRATION SOLUTION IS ESTIMATED TO HAVE THE LARGEST MARKET SIZE IN 2016
  • FIGURE 30: PROFESSIONAL SERVICE TYPE IS ESTIMATED TO HAVE THE LARGEST MARKET SIZE IN 2016
  • FIGURE 31: CALL ROUTING AND QUEUING SEGMENT IS ESTIMATED TO HOLD THE LARGEST MARKET SIZE IN 2016
  • FIGURE 32: PUBLIC CLOUD MODEL IS ESTIMATED TO HOLD THE LARGEST MARKET SIZE IN 2016
  • FIGURE 33: LARGE ENTERPRISES SEGMENT IS ESTIMATED TO HOLD THE LARGEST MARKET SIZE IN 2016
  • FIGURE 34: BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL EXPECTED TO HOLD THE LARGEST MARKET SIZE IN CLOUD-BASED CONTACT CENTER MARKET IN 2016
  • FIGURE 35: NORTH AMERICA IS EXPECTED TO HAVE THE LARGEST MARKET SIZE IN 2016
  • FIGURE 36: NORTH AMERICA MARKET SNAPSHOT
  • FIGURE 37: ASIA-PACIFIC MARKET SNAPSHOT
  • FIGURE 38: COMPANIES ADOPTED NEW PRODUCT LAUNCHES, PARTNERSHIP, AGREEMENT, AND COLLABORATION AS THE KEY GROWTH STRATEGY DURING THE PERIOD 2014-2021
  • FIGURE 39: PRODUCT PORTFOLIO COMPARISON OF THE TOP FIVE COMPANIES
  • FIGURE 40: MARKET EVALUATION FRAMEWORK
  • FIGURE 41: BATTLE FOR MARKET SHARE: NEW PRODUCT LAUNCHES WAS THE KEY STRATEGY
  • FIGURE 42: PRODUCT OFFERINGS COMPARISON
  • FIGURE 43: BUSINESS STRATEGY COMPARISON
  • FIGURE 44: GEOGRAPHIC REVENUE MIX OF TOP MARKET PLAYERS
  • FIGURE 45: 8X8, INC.: COMPANY SNAPSHOT
  • FIGURE 46: 8X8, INC.: SWOT ANALYSIS
  • FIGURE 47: FIVE9, INC.: COMPANY SNAPSHOT
  • FIGURE 48: COMPANY NAME: SWOT ANALYSIS
  • FIGURE 49: CISCO SYSTEMS, INC.: COMPANY SNAPSHOT
  • FIGURE 50: CISCO SYSTEMS, INC.: SWOT ANALYSIS
  • FIGURE 51: COMPANY NAME: SWOT ANALYSIS
  • FIGURE 52: ORACLE CORPORATION: COMPANY SNAPSHOT
  • FIGURE 53: ORACLE CORPORATION: SWOT ANALYSIS
  • FIGURE 54: NICE-SYSTEMS LTD.: COMPANY SNAPSHOT
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