市場調查報告書

客服中心、服務的全球市場 (各類型,各用途,各地區):趨勢分析,各企業市場佔有率,未來預測 (2015∼2025年)

Global Contact Center Service Market by Type, by Application, By Region ; Trend Analysis, Competitive Market Share & Forecast, 2015-2025

出版商 Blueweave Consulting & Research Private Limited 商品編碼 924239
出版日期 內容資訊 英文 125 Pages
商品交期: 最快1-2個工作天內
價格
客服中心、服務的全球市場 (各類型,各用途,各地區):趨勢分析,各企業市場佔有率,未來預測 (2015∼2025年) Global Contact Center Service Market by Type, by Application, By Region ; Trend Analysis, Competitive Market Share & Forecast, 2015-2025
出版日期: 2019年12月23日內容資訊: 英文 125 Pages
簡介

全球客服中心、服務的市場規模在2018年估算為156億4千萬美元,預計2025年成長到353億2000萬美元的規模,並以14.8%的年複合成長率增大。

本報告提供全球客服中心、服務市場相關分析,市場基本結構和促進、阻礙因素,市場整體及各類型、各用途、各地區的趨勢預測 (過去5年、今後7年份),市場策略的趨勢與案例,主要企業的簡介等相關調查。

第1章 分析的組成架構

第2章 調查方法

第3章 摘要整理

第4章 全球客服中心、服務市場:產業分析

  • DROC分析 (促進因素、阻礙因素、機會、威脅)
  • 技術環境
  • 法規結構
  • 各企業市場佔有率 (2019年)
  • 波特的五力分析
  • 策略展望

第5章 全球客服中心、服務市場:概要

  • 市場規模與其預測 (2016∼2026年)
    • 以金額為準
    • 各部署方式
    • 各企業規模
    • 各用途
    • 各地區

第6章 北美的客服中心、服務市場:概要

  • 市場規模與其預測 (2016∼2026年)
    • 各部署方式
    • 各企業規模
    • 各用途
    • 各國

第7章 歐洲的客服中心、服務市場:概要

第8章 亞太地區的客服中心、服務市場:概要

第9章 歐洲的客服中心、服務市場:概要

第10章 中東、非洲的客服中心、服務市場:概要

第11章 公司概要(企業概要,財務矩陣,主要產品環境,企業員工,主要的競爭企業,聯繫資訊,SWOT分析,企業策略預測)

  • 3CLogic
  • 8x8
  • Alcatel-Lucent Enterprise
  • Ameyo
  • Aspect Software
  • Avaya
  • BT
  • Cisco
  • Enghouse Interactive
  • Fenero
  • Five9
  • Genesys
  • Huawei
  • IBM
  • Mitel
  • 日本電氣
  • NICE
  • Oracle
  • RingCentral
  • SAP
  • Solgari
  • Topdown
  • Unify
  • Verizon
  • Vocalcom
  • West Corporation
  • 其他主要企業
目錄
Product Code: BWC19355

According to BlueWeave Consulting, the Global Contact Center Service Market is expected to grow at a significant rate during the forecast period. The global contact center software market size was valued at approximately at USD 15.64 billion in the year 2018 and is estimated to reach the valuation of USD 35.32 billion by the year 2025, by growing at a Compound Annual Growth Rate (CAGR) of 14.8% during the forecast period 2019- 2025. The market is growing due to various factors. As per the report, one of the significant drivers for this market is rising reception of cloud-based contact centers. A cloud-based contact center is a product as-a-service (SaaS) that is sent, put away, and accurately intended for cloud arrangements. Endeavors can utilize this administration on membership, where they are charged on a pay-more only as costs arise premise (they are charged by the merchants just for the administration they have benefited). Cloud-based contact focuses are adaptable as they can rapidly adjust to the changing industry needs and can be incorporated with outsider applications through open application programming interface (API) systems.

Further, the report expresses that one of the main considerations preventing the development of this market is the inability to accomplish an ASA. The greatest test looked by inbound and mixed contact focuses is to accomplish a foreordained normal speed of answer (ASA). An ASA is the key execution pointer for cloud-based contact centers, which helps directors in evaluating their group's presentation and the effectiveness of their guests. An ASA incorporates the measure of time a client holds up in the line and time the specialist's telephone is ringing. Be that as it may, it does exclude the time taken for clients to explore through IVR. Contact centers should utilize workforce the board (WFM) answers for a deal with their assets so they can meet the ideal ASA and administration levels. Inferable from the developing client desires for better administrations, this issue is a colossal test for the merchants of contact centers.

The cloud-based section from the type section holds a major share in the Global Contact Center Service Market during the forecast period

Expanded reception of cloud-based contact center services has engaged the business organizations in reinforcing the security of clients' classified data through web security and brought together database. Moreover, cloud-based contact focus administrations give various client purpose of contact, which enable access to the fundamental information from anyplace and whenever over the globe. With the challenge of strengthening throughout the years, it has become essential for associations to keep up steady and predictable associations with their clients and guarantee client reliability. Different organizations are widely receiving contact focus programming to improve consumer loyalty levels and their experience over the request call.

The Asia Pacific region holds a lion's share in the Global Contact Center Service Market during the forecast period

Asia Pacific is anticipated to observe significant development and reach USD 10,487.0 million by the year 2025, attributable to the quick digitization and industrialization activities embraced by the administration in this district. Interest for contact focus programming and administrations in the retail portion is driven by the rising need among associations to guarantee the fulfillment of clients and conquer difficulties engaged with client maintenance forms. Specialized progressions in correspondence and coordinated effort application brings about an expanded interest in preparing and counseling administrations, as experts and clients are required to be prepared to comprehend and get information about new applications.

Global Contact Center Service Market: Competitive Insight

The major players in the Global Contact Center Service Market include prominent names like Teleperformance, Alorica, Convergys, Atento S.A, Sykes Enterprises, Arvato, Serco Group, Acticall (Sitel), Transcom, TeleTech, Concentrix (SYNNEX), HKT Teleservices, Comdata Group, among others.

Table of Contents

1. Research Framework

  • 1.1. Research Objective
  • 1.2. Product Overview
  • 1.3. Market Segmentation

2. Research Methodology

  • 2.1. Qualitative Research
    • 2.1.1. Primary & Secondary Sources
  • 2.2. Quantitative Research
    • 2.2.1. Primary & Secondary Sources
  • 2.3. Breakdown of Primary Research Respondents
    • 2.3.1. Secondary Research
    • 2.3.2. Primary Research
  • 2.4. Breakdown of Primary Research Respondents, By Industry Participants
  • 2.5. Market Size Estimation
  • 2.6. Assumption for the Study
  • 2.7. Market Breakdown & Data Triangulation

3. Executive Summary

4. Global Contact Center Service Market - Industry Insights

  • 4.1. DROC Analysis
    • 4.1.1. Growth Drivers
    • 4.1.2. Restraints
    • 4.1.3. Opportunities
    • 4.1.4. Challenges
  • 4.2. Technological Advancement
  • 4.3. Regulatory Framework
  • 4.4. Company Market Share Analysis, 2019
  • 4.5. Porter's Five Forces Analysis
  • 4.6. Strategic Outlook

5. Global Contact Center Service Market Overview

  • 5.1. Market Size & Forecast, 2016-2026
    • 5.1.1. By Value (USD Million)
    • 5.1.2. By Deployment Type
      • 5.1.2.1. Cloud
      • 5.1.2.2. On-Premises
    • 5.1.3. By Organization Size
      • 5.1.3.1. Large Enterprises
      • 5.1.3.2. Small and Medium-sized Enterprises (SMEs)
    • 5.1.4. By Application Type
      • 5.1.4.1. Telecommunication
      • 5.1.4.2. BFSI
      • 5.1.4.3. Government and Public Sector
      • 5.1.4.4. Healthcare and Life Sciences
      • 5.1.4.5. Retail and Consumer Goods
      • 5.1.4.6. Others
    • 5.1.5. By Region
      • 5.1.5.1. North America
      • 5.1.5.2. Europe
      • 5.1.5.3. Asia-Pacific
      • 5.1.5.4. Latin America
      • 5.1.5.5. Middle East & Africa

6. North America Contact Center Service Market Overview

    • 6.1.1. Market Size & Forecast (USD Million) 2016-2026
    • 6.1.2. By Deployment Type
    • 6.1.3. By Organization Size
    • 6.1.4. By Application
    • 6.1.5. By Country
      • 6.1.5.1. United States
      • 6.1.5.2. Canada

7. Europe Contact Center Service Market Overview

    • 7.1.1. Market Size & Forecast (USD Million) 2016-2026
    • 7.1.2. By Deployment Type
    • 7.1.3. By Organization Size
    • 7.1.4. By Application
    • 7.1.5. By Country
      • 7.1.5.1. United Kingdom
      • 7.1.5.2. Germany
      • 7.1.5.3. France

8. Asia -Pacific Contact Center Service Market Overview

    • 8.1.1. Market Size & Forecast (USD Million) 2016-2026
    • 8.1.2. By Deployment Type
    • 8.1.3. By Organization Size
    • 8.1.4. By Application
    • 8.1.5. By Country
      • 8.1.5.1. China
      • 8.1.5.2. Japan
      • 8.1.5.3. India
      • 8.1.5.4. South Korea

9. Latin America Contact Center Service Market Overview

    • 9.1.1. Market Size & Forecast (USD Million) 2016-2026
    • 9.1.2. By Deployment Type
    • 9.1.3. By Organization Size
    • 9.1.4. By Application
    • 9.1.5. By Country
      • 9.1.5.1. Brazil
      • 9.1.5.2. Mexico
      • 9.1.5.3. Rest of Latin America

10.Middle East & Africa Contact Center Service Market Overview

    • 10.1.1. Market Size & Forecast (USD Million) 2016-2026
    • 10.1.2. By Deployment Type
    • 10.1.3. By Organization Size
    • 10.1.4. By Application
    • 10.1.5. By Country
      • 10.1.5.1. Saudi Arabia
      • 10.1.5.2. UAE
      • 10.1.5.3. South Africa

11.Company Profiles (Company Overview, Financial Matrix, Key Product landscape, Key Personnel, Key Competitors, Contact Address, and Strategic Outlook) *

  • 11.1. 3CLogic
  • 11.2. 8x8
  • 11.3. Alcatel-Lucent Enterprise
  • 11.4. Ameyo
  • 11.5. Aspect Software
  • 11.6. Avaya
  • 11.7. BT
  • 11.8. Cisco
  • 11.9. Enghouse Interactive
  • 11.10. Fenero
  • 11.11. Five9
  • 11.12. Genesys
  • 11.13. Huawei
  • 11.14. IBM
  • 11.15. Mitel
  • 11.16. NEC
  • 11.17. NICE
  • 11.18. Oracle
  • 11.19. RingCentral
  • 11.20. SAP
  • 11.21. Solgari
  • 11.22. Topdown
  • 11.23. Unify
  • 11.24. Verizon
  • 11.25. Vocalcom
  • 11.26. West Corporation
  • 11.27. Other Prominent Players