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市場調查報告書

Frost Radar:企業雲端客服中心的北美市場 (2021年)

Frost Radar: North American Enterprise Cloud Contact Center Market, 2021

出版商 Frost & Sullivan 商品編碼 1009615
出版日期 內容資訊 英文 42 Pages
商品交期: 最快1-2個工作天內
價格
Frost Radar:企業雲端客服中心的北美市場 (2021年) Frost Radar: North American Enterprise Cloud Contact Center Market, 2021
出版日期: 2021年05月25日內容資訊: 英文 42 Pages
簡介

全球雲端客服中心市場,2019年產生27億美元,從2018年開始記錄與前一年同期比較15.4%的成長。預計收益至2026年達到74億美元,以15.3%年複合成長率增加。中小規模的客服中心,踏實轉移到雲端基礎的技術。由於混合雲端產品的擴張,雲端展開相關許多資料安全和可擴展性的疑慮緩和,更多的大企業轉移到全雲端模式。

本報告提供北美的企業雲端客服中心市場相關調查分析,依據Frost Radar的調查方法的企業的市場定位相關的系統性資訊。

目錄

策略性必要事項與成長環境

Frost Radar

  • Frost Radar:北美的企業雲端客服中心市場
  • Frost Radar:競爭環境

C2A (主要企業)

  • 8x8
  • Aspect Software
  • Avaya
  • Bright Pattern
  • Cisco
  • Five9
  • Genesys
  • Mitel
  • NICE inContact
  • Noble Systems
  • Sharpen Technologies
  • Vonage

策略性考察

  • 策略性考察

下一步:活用Frost Radar支援主要相關利益者

  • Frost Radar的重要性
  • Frost Radar支援CEO的成長團隊
  • Frost Radar支援投資者
  • Frost Radar支援客戶
  • Frost Radar支援董事會

Frost Radar的分析

  • Frost Radar:未來的成長可能性基準
  • 免責聲明
目錄
Product Code: K5DF-76

A Benchmarking System to Spark Companies to Action-Innovation that Fuels New Deal Flow and Growth Pipelines

The global cloud contact center market generated $2.7 billion in 2019, recording 15.4% growth year-over-year from 2018. Revenue will increase at a 15.3% compound annual growth rate to reach $7.4 billion by 2026. Small and medium-sized contact centers have been steadily migrating to cloud-based technologies; the expansion of hybrid cloud offerings and the alleviation of many data security and scalability concerns around cloud deployments are driving more large enterprises toward full cloud models.

The North American market has a larger percentage of large and very large enterprise customers, particularly because many multinational companies are US-based. Catering to the development needs of large-scale deployments represents a significant opportunity that more and more contact center-as-a- service (CCaaS) providers are pursuing. Frost & Sullivan defines the enterprise market as contact center deployments ranging from 300 to 1,000 agents, while the large enterprise market consists of deployments exceeding 1,000 agents.

In a field of dozens of North American CCaaS industry participants, Frost & Sullivan independently plotted the top 12 companies in this Frost Radar™ analysis for the enterprise market.

The Frost Radar™ reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. The document presents competitive profiles on each of the companies in the Frost Radar™ based on their strengths, opportunities, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of companies in an industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies in the industry are then positioned.

Table of Contents

Strategic Imperative and Growth Environment

  • Strategic Imperative
  • Strategic Imperative (continued)
  • Growth Environment
  • Growth Environment (continued)
  • ECCC Inclusion Criteria
  • ECCC Inclusion Criteria (continued)
  • Primary and Secondary Attributes of the Enterprise Market
  • Definitions

Frost Radar™

  • Frost Radar™: North American Enterprise Cloud Contact Center Market
  • Frost Radar™: Competitive Environment
  • Frost Radar™: Competitive Environment (continued)
  • Frost Radar™: Competitive Environment (continued)

Companies to Action

  • 8x8
  • Aspect Software
  • Avaya
  • Bright Pattern
  • Cisco
  • Five9
  • Genesys
  • Mitel
  • NICE inContact
  • Noble Systems
  • Sharpen Technologies
  • Vonage

Strategic Insights

  • Strategic Insights

Next Steps: Leveraging the Frost Radar™ to Empower Key Stakeholders

  • Significance of Being on the Frost Radar™
  • Frost Radar™ Empowers the CEO's Growth Team
  • Frost Radar™ Empowers Investors
  • Frost Radar™ Empowers Customers
  • Frost Radar™ Empowers the Board of Directors

Frost Radar™ Analytics

  • Frost Radar™: Benchmarking Future Growth Potential
  • Frost Radar™: Benchmarking Future Growth Potential
  • Legal Disclaimer