Cover Image
市場調查報告書

決策矩陣:多通路、雲端、客服中心、解決方案的選擇 (2015∼2016年)

Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2015-16

出版商 Ovum, Ltd. 商品編碼 355516
出版日期 內容資訊 英文 36 Pages
商品交期: 最快1-2個工作天內
價格
Back to Top
決策矩陣:多通路、雲端、客服中心、解決方案的選擇 (2015∼2016年) Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2015-16
出版日期: 2015年08月04日 內容資訊: 英文 36 Pages
簡介

對客服中心來說,為了正確回應來自各種平台 (Web,行動電話等) 詢問的客戶、順利進行交流、提升問題解決率,引進新服務變得不可或缺。這時,若導入雲端解決方案,不僅是費用結構的轉換 (從一次性付款的資本投資到使用支付營業費用) 的財政效果,可取得比內部部署方式更迅速展開服務的優點。

本報告提供代表性的雲端、客服中心、解決方案的諸功能 (尤其是經由多通路支援、處理客戶能力,及透過分析的資料共有能力) 的調查,各企業的服務差異化中,雲端客服中心解決方案發揮的作用,及主要解決方案的技術性功能及顧客滿意度比較分析,選擇解決方案時的評價標準 (決策矩陣) 內容,為您概述為以下內容。

第1章 摘要

  • 概要
  • Ovum的見解
  • 主要的分析結果

第2章 供應商、解決方案的選擇

  • 對選擇對象的編入標準
  • 選擇手法
  • Ovum的評估附有

第3章 市場與解決方案分析

  • Ovum的決策矩陣:多通路、雲端、客服中心的選擇
  • 市場領導:Genesys、inContact、Interactive Intelligence、LiveOps
  • 市場挑戰者:8x8、Five9
  • 市場追隨者:NewVoiceMedia

第4章 市場領導

  • 市場領導:技術
  • 市場領導:實踐
  • 市場領導:對市場的影響度

第5章 供應商分析

  • 8x8:Virtual Contact Center (挑戰者)
  • Aspect:Hosted and Zipwire
  • Cisco:Hosted Collaboration Solution for Contact Center
  • Five9:Virtual Contact Center (挑戰者)
  • Genesys:Customer Experience Platform (領導者)
  • inContact:Cloud Contact Center (領導者)
  • Interactive Intelligence:Communications as a Service (領導者)
  • LiveOps:Cloud Contact Center (領導者)
  • NewVoiceMedia:ContactWorld (挑戰者)
  • Vodafone:Contact Centre

第6章 附錄

  • 分析方法
  • 摘要評估
  • 相關調查
  • 著者

圖表一覽

目錄
Product Code: IT0020-000140

This report reviews many of the leading cloud contact center solutions, with particular emphasis on the ability of providers to handle multichannel customer interactions and connect data through analytics.

Highlights

  • It is vital that contact centers add new services to ensure that agents can respond to customer inquiries from across web and mobile platforms to make interactions smoother and improve resolution rates.
  • Aside from transforming the payment model from capex to opex, cloud contact centers can typically be deployed faster than those on premise.
  • Explains how cloud contact center solutions can help organizations to differentiate.
  • Compares the technical features and customer satisfaction ratings for seven leading cloud contact center vendors.

Features Benefits

  • Explains how cloud contact center solutions can help organizations to differentiate.
  • Compares the technical features and customer satisfaction ratings for seven leading cloud contact center vendors.

Questions Answers

  • How is the landscape for cloud contact center solutions evolving?
  • Which cloud contact center products will best meet the requirements of different organizations?
  • What are the most important features to consider when selecting a cloud contact center vendor?

Table of Contents

1. Summary

  • Catalyst
  • Ovum view
  • Key findings

2. Vendor solution selection

  • Inclusion criteria
  • Methodology
  • Ovum ratings

3. Market and solution analysis

  • Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2015-16
  • Market leaders: Genesys, inContact, Interactive Intelligence, and LiveOps
  • Market challengers: 8x8 and Five9
  • Market followers: NewVoiceMedia

4. Market leaders

  • Market leaders: Technology
  • Market leaders: Execution
  • Market leaders: Market impact

5. Vendor analysis

  • 8x8 Virtual Contact Center (Ovum recommendation: Challenger)
  • Aspect Hosted and Zipwire
  • Cisco Hosted Collaboration Solution for Contact Center
  • Five9 Virtual Contact Center (Ovum recommendation: Challenger)
  • Genesys Customer Experience Platform (Ovum recommendation: Leader)
  • inContact Cloud Contact Center (Ovum recommendation: Leader)
  • Interactive Intelligence Communications as a Service (Ovum recommendation: Leader)
  • LiveOps Cloud Contact Center (Ovum recommendation: Leader)
  • NewVoiceMedia ContactWorld (Ovum recommendation: Challenger)
  • Vodafone Contact Centre

6. Appendix

  • Methodology
  • Summary scores
  • Further reading
  • Author

List of Figures

  • Figure 1: Growth in cloud contact center agent seats by region
  • Figure 2: Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2015-16
  • Figure 3: Expanded view of Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2015-16
  • Figure 4: Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2015-16 - Technology
  • Figure 5: Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2015-16 - Execution
  • Figure 6: Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2015-16 - Market impact
  • Figure 7: 8x8 radar diagrams
  • Figure 8: Aspect radar diagram
  • Figure 9: Cisco radar diagram
  • Figure 10: Five9 radar diagrams
  • Figure 11: Genesys radar diagrams
  • Figure 12: inContact radar diagrams
  • Figure 13: Interactive Intelligence radar diagrams
  • Figure 14: LiveOps radar diagrams
  • Figure 15: NewVoiceMedia radar diagrams
  • Figure 16: Vodafone radar diagram
Back to Top