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市場調查報告書

雲端型客服中心用基礎設施 (CBCCI):市場分析

2018 - 2019 Cloud-Based Contact Center Infrastructure Market Report

出版商 DMG Consulting LLC 商品編碼 250312
出版日期 內容資訊 英文
商品交期: 最快1-2個工作天內
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雲端型客服中心用基礎設施 (CBCCI):市場分析 2018 - 2019 Cloud-Based Contact Center Infrastructure Market Report
出版日期: 2018年12月04日 內容資訊: 英文
簡介

本報告提供雲端型客服中心用基礎設施 (CBCCI) 解決方案的市場調查,市場定義和概要,服務交付選擇,核心零組件與機能、技術,市場成長及產品引進的推動因素與課題,實行的最佳業務實踐,供應商滿意度分析,主要解決方案及供應商的簡介,市場成長預測等彙整資料。

第1章 摘要整理

第2章 簡介

第3章 調查手法

第4章 服務交付模式

  • DMG的服務交付定義
  • 供應商的服務交付選擇

第5章 雲端型客服中心用基礎設施:功能概要

  • 核心零組件
  • 核心功能
    • ACD (來電自動分配)
    • IVR (自動語音應答)/IVA (智慧型虛擬助手)
    • CTI
    • 整合通訊
    • 外撥
    • 顧客關係管理 (CRM)
    • 儀表板、匯報、分析

第6章 雲端型客服中心用基礎設施:技術概要

  • 主要技術
    • 多租戶
    • 整合
    • 安全
    • 遵守管理

第7章 雲端型客服中心用基礎設施:趨勢、課題

第8章 市場上創新

  • 新的產品功能
  • 未來的擴張

第9章 供應商與創新

第10章 數位時代的全通路客服中心

第11章 全通路的主要效能指標

第12章 超市代理商:全通路代理商的開拓、契約、保持

第13章 人力資源優化 (WFO) 套件

第14章 市場活動分析

第15章 市場預測

第16章 解決方案的引進

第17章 競爭環境

第18章 供應商與解決方案

第19章 解決方案的實行與管理

第20章 供應商滿意度分析

第21章 價格

第22章 企業報告

  • 8x8, Inc.
  • BroadSoft, Inc.
  • Content Guru
  • eLoyalty, LLC
  • Enghouse Interactive
  • Five9, Inc.
  • Genesys
  • NewVoiceMedia
  • NICE inContact
  • Serenova
  • Sharpen
  • Twilio, Inc.

附錄:供應商目錄

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目錄

This is the 11th annual edition of DMG Consulting's Cloud-Based Contact Center Infrastructure Product and Market Report, the most comprehensive, authoritative analysis of this important and maturing IT sector. The Report examines the competitive landscape, and trends and challenges that are influencing the cloud-based contact center infrastructure (CBCCI) market. It explores market innovation, products, benefits, return on investment, pricing and implementation best practices. The Report also analyzes market dynamics, the vendors' market share, adoption rates and projections, as well as customer survey results that measure and track satisfaction with the vendors and their products.

Contact center infrastructure platform vendors are having a positive and disruptive impact on the CBCCI market. The new paradigm of “platform as a service” means that customized solutions can be created and deployed quickly; application programming interfaces (APIs) are being used to build out functional capabilities rapidly and easily.

CBCCI vendors have begun to differentiate themselves with their innovative routing capabilities that can optimize the outcome of each interaction. Incoming transactions can be evaluated in any channel, and be directed to the agent or advisor who is ideally suited to handle the issue. The result is higher sales rates, larger collections and greatly improved customer service. At the same time, productivity is enhanced as inbound agents are benefitting from guidance and recommendations on handling transactions as they are occurring, without having to spend as much time researching the customer's background and the context of their inquiry. The solutions also help organizations comply with various governmental regulations for required disclosures and prohibited activities during agents' conversations with customers.

Artificial intelligence (AI) is having a profound effect on the CBCCI market. Customers show a preference for self-service, and AI-enabled intelligent virtual agents (IVAs) are playing a vital role in addressing the self-service challenge. IVAs can automatically verify callers and allow customers to ask questions in their own words. IVAs also support seamless migration from one channel to another, and provide agents with information from diverse online sources to optimize and personalize each interaction and make the most of each sales opportunity. Robotic process automation (RPA) is another valuable tool in contact centers, relieving agents of repetitive, non-cognitive tasks, including the time-consuming processes required for compliance with two-factor authentication. Agents now have more time to spend on resolving customers' issues, enhancing their job satisfaction, as well as the customer experience.

The worlds of interaction management and customer relationship management (CRM) are converging. The CBCCI vendors are either offering their own CRM functionality and/ or making it simple to integrate with third-party solutions. Many CBCCI vendors have allowed their agent user interface (UI) to be embedded in the CRM system, or vice versa; some enable third-party solutions to be embedded into the agent interface. The result is a unified interface that can help improve the outcome of interactions, with seamless transition and persistent data and contact across all communication channels.

Workforce optimization (WFO) is a vital tool for companies of all sizes, as it can be used to optimize employee performance and analyze customer insights. The CBCCI vendors are now offering native recording and integrated quality management (QM). Gamification features are becoming standard, and post-interaction surveying has expanded to omni-channel outreach and often includes the ability to analyze unstructured feedback with speech and text analytics. Other features being offered by the CBCCI vendors include workforce management (WFM), contact center performance management (CCPM), as well as desktop analytics. Some vendors provide these features through partnerships, while others offer out-of-the-box integrations with best-of-breed providers.

The past year was excellent for the cloud-based contact center infrastructure market. DMG projected that the market would grow by 22% in 2017, and the actual growth rate was 25.4%. The vast majority of the sales were to existing contact centers who made the decision to migrate to the cloud. The introduction of contact center platforms from companies such as Amazon and Twilio also contributed to the growth of the market. DMG remains bullish on this IT market, particularly now that we see some of the larger contact centers are either moving to the cloud, albeit not all of their seats at once, or considering a move. DMG expects the market to grow at a minimum of 22.5% in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022.

The adoption rate of the cloud-based contact center infrastructure market as of the end of 2017 (July 2018) was 14.1% (includes hosted and SaaS), up from 11.4% at the end of 2016 (July 2017). Assuming a cost per seat of an average $125/month, this is already a $4.1 billion market. ($125/seat/month takes into consideration implementation, professional services and add-ons like WFO).

The 2018 - 2019 edition of the Cloud-Based Contact Center Product and Market Report features 10 leading and contending vendors: 8x8, Cisco, Content Guru, Five9, Genesys, NewVoiceMedia, NICE inContact, Serenova, Sharpen and Twilio. The Report also includes a comprehensive Vendor Directory that lists providers of cloud-based contact center infrastructure systems and applications for contact centers and customer service organizations worldwide.

Key Reasons to Buy this Report:

  • Overview of the core functional components of cloud-based contact center infrastructure solutions
  • Functional overview of cloud-based contact center infrastructure solutions, including underlying technical components, core and optional modules
  • High-level functional and technical analysis of each of the 10 featured solutions
  • Service deployment options for cloud-based contact center infrastructure solutions
  • Market trends and challenges that are driving investments and innovation
  • Cloud-based contact center infrastructure market innovation, including a review of recently introduced functionality and what is planned for the next 12 - 18 months
  • Insights into the synergetic relationship between workforce optimization (WFO) and cloud-based contact center infrastructure solutions, and why the functions and benefits of the individual applications increase exponentially when they are used together
  • Timely discussion about how the emergence of artificial intelligence and machine learning-enabled contact center solutions will usher in a new era of adaptive and proactive service
  • Examination of how cloud-based contact center infrastructure solutions help small and mid-size (SMB) businesses address their common challenges and guidelines on how to build a compelling business case
  • Cloud-based contact center infrastructure market activity and market share analysis, adoption rate, and 5-year projections
  • Review of the cloud-based contact center infrastructure competitive landscape
  • Overview of the 10 leading and contending cloud-based contact center infrastructure vendors, including company snapshots and product overviews
  • In-depth side-by-side comparative analyses of the key functional and technical capabilities of the 10 featured cloud-based contact center infrastructure solutions
  • Implementation analysis, including vendor best practices, service-level agreements and license management
  • Comprehensive vendor satisfaction survey results that measure and rank the vendors across 20 product components and 13 vendor categories
  • Vendor pricing analysis for 50-, 250- and 500-seat cloud-based contact center infrastructure implementations
  • Detailed company reports for the 10 leading and contending cloud-based contact center infrastructure vendors, analyzing their products, functionality and future research and development (R&D) plans
  • Cloud-Based Contact Center Infrastructure Vendor Directory

Report Highlights

  • CBCCI solutions are coming of age: The advantages of hosted/SaaS applications in the cloud are no longer the sole value proposition for buying a CBCCI solution. The CBCCI solutions are compelling because the vendors are delivering outstanding and differentiated capabilities, either natively, by acquisition, or through integrations with best-of-breed providers.
  • Innovations in optimized routing are differentiating the CBCCI applications: By evaluating and analyzing incoming transactions, the CBCCI solutions can route them to the agents best suited to handle each one. This delivers to organizations' top goals: higher sales rates, larger collections and vastly improved customer service.
  • Artificial intelligence is transforming the CBCCI market: IVAs are enabling better, easier self-service opportunities by verifying callers more quickly, and supporting omni-channel environments where customers can transfer seamlessly across channels while preserving the history and context of their interactions with a company.
  • Interaction management and CRM are converging: Integrated contact routing, omni-channel contact management, WFO and customer journey analytics reporting in a unified interface, as well as seamless transitions with persistent data across channels are improving the outcome of customer interactions.
  • The CBCCI vendors have caught up in their WFO capabilities: Many of the CBCCI vendors offer native recording and quality management, as well as many other value-added features, such as gamification, post-interaction surveying, WFM, CCPM, and speech, text and desktop analytics, either through partnerships or integrations with best-of-breed providers.

SAMPLE FIGURE

Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

  • 3.1. Report Participation Criteria

4. Cloud-Based Contact Center Infrastructure Functional Overview

  • 4.1. Core Cloud-Based Contact Center Infrastructure Functional Components
  • 4.2. High-Level Functional Summary
  • 4.3. High-Level Technical Summary

5. Vendor Service Delivery Models

  • 5.1. DMG Service Delivery Definitions
  • 5.2. Vendor Service Delivery Options

6. Cloud-Based Contact Center Infrastructure Market Trends

7. Cloud-Based Contact Center Infrastructure Market Challenges

8. CBCCI Market Innovation

  • 8.1. New Product Features
  • 8.2. Future Enhancements

9. It's Mutual; CBCCI and WFO are Better Together

  • 9.1. Workforce Optimization Defined
  • 9.2. Cloud-Based Contact Center Infrastructure Vendor WFO Capabilities

10. Working Smarter with AI, Machine Learning and Analytics

  • 10.1. Vendor Artificial Intelligence, Machine Learning and Automation Capabilities
  • 10.2. Analytics for Business Intelligence and Insights

11. Cloud-Based Contact Center Infrastructure Helps Small/Mid-Size Organizations Address their Growing Pains

  • 11.1. Common SMB Business Challenges and their Solutions
  • 11.2. Building a Business Case
  • 11.3. Vendor SMB Offerings

12. Cloud-Based Contact Center Infrastructure Market Activity Analysis

  • 12.1. Cloud-Based Contact Center Infrastructure Customers and Seats

13. Adoption of Cloud-Based Contact Center Infrastructure Solutions

14. Cloud-Based Contact Center Infrastructure Market Projections

15. Cloud-Based Contact Center Infrastructure Competitive Landscape

16. Cloud-Based Contact Center Infrastructure Vendors and Solutions

  • 16.1. Company Snapshot
  • 16.2. Vendor Offerings and Products

17. Cloud-Based Contact Center Infrastructure Functional Analysis

  • 17.1. ACD
  • 17.2. CTI
  • 17.3. IVR/IVA
  • 17.4. UC
  • 17.5. CRM
  • 17.6. UI
  • 17.7. Omni-Channel Support
  • 17.8. Outbound
  • 17.9. Dashboards, Reporting and Analytics

18. CBCCI Technical Analysis

  • 18.1. Multi-Tenancy
  • 18.2. Integration
  • 18.3. Security
  • 18.4. Business Continuity/Disaster Recovery (BC/DR)
  • 18.5. Compliance Management

19. Implementing and Managing a CBCCI Solution

  • 19.1. Vendor Implementation Best Practices
  • 19.2. Service-Level Agreements (SLAs)
  • 19.3. License Management

20. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis

  • 20.1. Summary of Survey Findings and Analysis: Vendor Categories
    • 20.1.1. Vendor Satisfaction by Sub-Category and Customer
  • 20.2. Summary of Survey Findings and Analysis: Product Categories
    • 20.2.1. Product Satisfaction by Sub-Category and Customer
  • 20.3. Customer Background and Insights
    • 20.3.1. Vendor Applications Used
    • 20.3.2. Channels Supported
    • 20.3.3. Top Purchasing Drivers
    • 20.3.4. Engineering a Better Customer Experience
    • 20.3.5. Strengths of Cloud-Based Contact Center Infrastructure Solutions
    • 20.3.6. Product Enhancements
    • 20.3.7. Additional Comments

21. Pricing

  • 21.1. Pricing Structure
  • 21.2. Pricing for a 50-Seat CBCCI Solution
  • 21.3. Pricing for a 250-Seat CBCCI Solution
  • 21.4. Pricing for a 500-Seat Implementation

22. Company Reports

  • 22.1. 8x8, Inc.
  • 22.2. Cisco Systems
  • 22.3. Content Guru
  • 22.4. Five9, Inc.
  • 22.5. Genesys
  • 22.6. NewVoiceMedia
  • 22.7. NICE inContact
  • 22.8. Serenova
  • 22.9. Sharpen Technologies
  • 22.10. Twilio, Inc.

Appendix: Cloud-Based Contact Center Infrastructure Vendor Directory

TABLE OF FIGURES

  • Figure 1: Cloud-Based Contact Center Solutions
  • Figure 2.1: High-Level Functional Summary
  • Figure 2.2: High-Level Functional Summary
  • Figure 3.1: High-Level Technical Analysis
  • Figure 3.2: High-Level Technical Analysis
  • Figure 4: Service Delivery Models, Advantages and Disadvantages
  • Figure 5: DMG's Service Delivery Definitions
  • Figure 6: Vendor Service Delivery Options
  • Figure 7: Cloud-Based Contact Center Infrastructure Market Trends for 2018
  • Figure 8: Cloud-Based Contact Center Infrastructure Market Challenges for 2018
  • Figure 9: New Product Features
  • Figure 10: Future Enhancements, by Category
  • Figure 11: Contact Center Workforce Optimization Suite
  • Figure 12.1: WFO Capabilities
  • Figure 12.2 WFO Capabilities
  • Figure 13: Adaptive and Proactive Service
  • Figure 14.1: Artificial Intelligence, Machine Learning and Automation
  • Figure 14.2: Artificial Intelligence, Machine Learning and Automation
  • Figure 15.1: Analytics
  • Figure 15.2: Analytics
  • Figure 16: Top Contact Center Investment Drivers
  • Figure 17: Common SMB Business Challenges and their Solutions
  • Figure 18: Benefits of a Cloud-Based Deployment Model
  • Figure 19: Senior Management Presentation
  • Figure 20: Typical Cash Flow and Payback Analysis
  • Figure 21.1: SMB Offerings
  • Figure 21.2: SMB Offerings
  • Figure 22: 2017 Cloud-Based Contact Center Infrastructure Customers and Seats, as of July 2018
  • Figure 23: 2017 Cloud-Based Contact Center Infrastructure Market Activity, as of July 2018
  • Figure 24: Cloud-Based Contact Center Infrastructure Market Share, by Seats, as of July 2018
  • Figure 25: Cloud-Based Contact Center Infrastructure Market Share, by Customers, as of July 2018
  • Figure 26: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2017 vs. 2016 Comparison
  • Figure 27: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2017 vs. 2016 Comparison
  • Figure 28: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2017 vs. 2016 Comparison
  • Figure 29: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2017 vs. 2016 Comparison
  • Figure 30: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2008 - 2017
  • Figure 31: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2008 - 2017
  • Figure 32: Cloud-Based Contact Center Infrastructure Seats, Growth and Adoption Rates, 2008 - 2017
  • Figure 33: Cloud-Based Contact center Seat Projections, 2018 - 2022
  • Figure 34.1: Company Information
  • Figure 34.2: Company Information
  • Figure 35: Product Information
  • Figure 36.1: Automatic Call Distributor (ACD)
  • Figure 36.2: Automatic Call Distributor (ACD)
  • Figure 37.1: CTI
  • Figure 37.2: CTI
  • Figure 38.1: IVR/IVA
  • Figure 38.2: IVR/IVA
  • Figure 39.1: UC
  • Figure 39.2: UC
  • Figure 40.1: CRM
  • Figure 40.2: CRM
  • Figure 41.1: User Interface
  • Figure 41.2: User Interface
  • Figure 42.1: Omni-Channel Support
  • Figure 42.2: Omni-Channel Support
  • Figure 43.1: Outbound
  • Figure 43.2: Outbound
  • Figure 44.1: Dashboards, Reporting and Analytics
  • Figure 44.2: Dashboards, Reporting and Analytics
  • Figure 45.1: Multi-Tenancy
  • Figure 45.2: Multi-Tenancy
  • Figure 46.1: Integration
  • Figure 46.2: Integration
  • Figure 47.1: Security
  • Figure 47.2: Security
  • Figure 48.1: Data Center, Back-Up, Disaster Recovery (DR) and Business Continuity (BC)
  • Figure 48.2: Data Center, Back-Up, Disaster Recovery (DR) and Business Continuity (BC)
  • Figure 49.1: Compliance Features
  • Figure 49.2: Compliance Features
  • Figure 50.1: Implementation Analysis
  • Figure 50.2: Implementation Analysis
  • Figure 51.1: Vendor Implementation Best Practices
  • Figure 51.2: Vendor Implementation Best Practices
  • Figure 52.1: SLAs
  • Figure 52.2: SLAs
  • Figure 53.1: License Management
  • Figure 53.2: License Management
  • Figure 54: Customer Survey Rating Categories
  • Figure 55: Average Satisfaction Ratings, by Category
  • Figure 56: Current Product Satisfaction Ratings, by Customer
  • Figure 57: Implementation Satisfaction Ratings, by Customer
  • Figure 58: System Availability/Up-Time Satisfaction Ratings, by Customer
  • Figure 59: Professional Services Satisfaction Ratings, by Customer
  • Figure 60: Training Satisfaction Ratings, by Customer
  • Figure 61: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 62: System Upgrades Satisfaction Ratings, by Customer
  • Figure 63: Innovation Satisfaction Ratings, by Customer
  • Figure 64: Ease of Doing Business Satisfaction Ratings, by Customer
  • Figure 65: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 66: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 67: Product Pricing Satisfaction Ratings, by Customer
  • Figure 68: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 69: Product Satisfaction Ratings by Category
  • Figure 70: Omni-Channel Capabilities Satisfaction Ratings, by Customer
  • Figure 71: Multi-Skill Routing and Queuing Features Satisfaction Ratings, by Customer
  • Figure 72: Agent Interface and User Experience Satisfaction Ratings, by Customer
  • Figure 73: Supervisor Interface and User Experience Satisfaction Ratings, by Customer
  • Figure 74: Administrator Interface and User Experience Satisfaction Ratings, by Customer
  • Figure 75: IVR Features and Functionality Satisfaction Ratings, by Customer
  • Figure 76: Outbound Dialing and Campaign Management Features and Functionality Satisfaction Ratings, by Customer
  • Figure 77: Recording Features Satisfaction Ratings, by Customer
  • Figure 78: Quality Management/Coaching Capabilities Satisfaction Ratings, by Customer
  • Figure 79: Artificial Intelligence/Machine Learning Capabilities Satisfaction Ratings, by Customer
  • Figure 80: Automation Capabilities Satisfaction Ratings, by Customer
  • Figure 81: Reporting/Dashboards Satisfaction Ratings, by Customer
  • Figure 82: Business Intelligence Capabilities Satisfaction Ratings, by Customer
  • Figure 83: Compliance Features Satisfaction Ratings, by Customer
  • Figure 84: System Security Satisfaction Ratings, by Customer
  • Figure 85: System Scalability Satisfaction Ratings, by Customer
  • Figure 86: Platform Reliability Satisfaction Ratings, by Customer
  • Figure 87: Business Continuity/Disaster Recovery Capabilities Satisfaction Ratings, by Customer
  • Figure 88: Ease of Configuration/Use/Maintenance Satisfaction Ratings, by Customer
  • Figure 89: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 90: What applications do you use from your cloud-based contact center infrastructure vendor?
  • Figure 91: What channels do you use your cloud-based contactcenter infrastructure to support?
  • Figure 92: What were your top 3 - 5 reasons for choosing a cloud-based contact center infrastructure solution?
  • Figure 93: What are the top 3 - 5 ways that your cloud-based contact center infrastructure solution helps you engineer a better customer experience?
  • Figure 94: Please tell us the top 3 - 5 strengths of your cloud-based contact center infrastructure solution.
  • Figure 95: Please list the product enhancements/additional capabilities you would like to see.
  • Figure 96: Additional comments about your experience with the vendor and/or product.
  • Figure 97.1: Pricing Structure
  • Figure 97.2: Pricing Structure
  • Figure 98.1: Pricing for a 50-Seat Cloud-Based Contact Center Infrastructure Implementation
  • Figure 98.2: Pricing for a 50-Seat Cloud-Based Contact Center Infrastructure Implementation
  • Figure 99.1: Pricing for a 250-Seat Cloud-Based Contact Center Infrastructure Implementation
  • Figure 99.2: Pricing for a 250-Seat Cloud-Based Contact Center Infrastructure Implementation
  • Figure 100.1: Pricing for a 500-Seat Cloud-Based Contact Center Infrastructure Implementation
  • Figure 100.2: Pricing for a 500-Seat Cloud-Based Contact Center Infrastructure Implementation
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