NEWS: 公告在東京證券交易所JASDAQ標準市場新上市

表紙
市場調查報告書

全球視覺參與工具 - 增長機會

Global Visual Engagement Tools Growth Opportunities

出版商 Frost & Sullivan 商品編碼 1022242
出版日期 內容資訊 英文 50 Pages
商品交期: 最快1-2個工作天內
價格
全球視覺參與工具 - 增長機會 Global Visual Engagement Tools Growth Opportunities
出版日期: 2021年07月22日內容資訊: 英文 50 Pages
簡介

創新視覺傳達技術帶來變革性增長

企業在回答客戶問題、解決問題和提供建議時,越來越需要提供響應迅速、適應性強的客戶服務。由於智能手機等帶攝像頭的連接設備的增加以及千禧一代成為重要的消費群體,對視覺通信的需求正在迅速增長。豐富的視覺參與和內容共享正朝著補充或取代企業與客戶之間傳統的語音和僅聊天交互的方向發展。因此,公司需要仔細評估一線技術需求,並投資於滿足客戶需求的先進視覺參與工具。投資正確的技術可以為您的聯絡中心帶來切實的業務成果,包括減少客戶工作量、增加座席參與度和授權,以及提高解決率。

程序的數字化、端到端數字客戶旅程的增加、遠程工作者的增加以及計算機視覺和雲技術的進步為該領域的市場開闢了充滿希望的未來。技術供應商和服務提供商需要利用當前形勢所帶來的機會,提供滿足不斷變化的客戶需求的解決方案,例如企業級視覺參與工具和對始終確保有效 CX 的解決方案的需求。

本報告專注於視覺參與工具市場,分析了四種類型的視覺參與工具(視頻、協作瀏覽、屏幕共享、註釋),並揭示了它們為改善客戶體驗 (CX) 帶來的機會。介紹支持視覺參與使用的突破性提供商案件。

目錄

戰略義務

  • 成長困難
  • 戰略要務 8 (TM)
  • 三大戰略勢在必行對市場的影響
  • 增長機會推動的增長管道引擎 (TM)

調查定義和範圍

  • 聯絡中心的演變
  • 什麼是視覺參與工具?
  • 視覺參與工具的類型
  • 共同瀏覽
  • 註釋
  • 屏幕共享
  • 視頻
  • 共同瀏覽和屏幕共享的主要區別

視覺參與工具市場:增長機會分析

  • 為什麼它是一種視覺參與工具?
  • CX 空間中視覺參與的用例
  • 行業特定用例
  • 增長因素
  • 生長抑制
  • 競爭性討論決定因素
  • 解決方案實施的障礙
  • 視覺參與的好處
  • 對視覺參與的限制
  • 技術路線圖

供應商簡介

  • 獲取
  • Glance 網絡
  • 登錄
  • 衝浪板
  • 衝浪
  • TechSee
  • 特利亞
  • 上視鏡

增長機會領域

  • 增長機會 1 - 為最終用戶組織提供精心策劃的指導和視覺參與培訓
  • 增長機會 2-身份驗證和安全性
  • 增長機會 3 -- 重視音頻
  • 增長機會 4-遷移到移動環境
  • 展品清單
  • 免責聲明
目錄
Product Code: MG12-76

Innovative Visual Communications Technologies Drive Transformational Growth

Businesses are increasingly required to provide responsive and adaptable customer service by answering questions, solving problems, and giving advice to customers in a conversational, human, and effective way. With the increase in the number of smartphones and other connected devices with cameras, and millennials becoming a significant consumer segment, the demand for visual communication is rapidly increasing. Rich visual engagement and content sharing are progressively complementing or replacing traditional audio and chat-only interactions between businesses and customers.

Businesses must carefully assess frontline technology needs and invest in advanced visual engagement tools that respond to customers' demands. Right-fit technology investments deliver tangible business outcomes in the contact center, including reduced customer effort, higher agent engagement and empowerment, and better resolution rates.

This study analyzes the four types of visual engagement tools-video, co-browsing, screen sharing, and annotations; and the opportunities they bring to improve customer experience (CX). It also features some game-changing providers that make the most inspiring visual engagement use cases possible.

The rising number of digital procedures and end-to-end digital customer journeys, the higher share of people working from home, and advancements in computer vision and cloud technologies are opening up a promising future for this segment of the market. Technology vendors and service providers must capitalize on the opportunities emerging from the current context and provide solutions that address evolving customer needs, including the demand for corporate-grade visual engagement tools and solutions that assure effective CX at all times.

Table of Contents

Strategic Imperatives

  • Why Is It Increasingly Difficult to Grow?
  • The Strategic Imperative 8™
  • The Impact of the Top Three Strategic Imperatives on Visual Engagement Tools in the CX Industry
  • Growth Opportunities Fuel the Growth Pipeline Engine™

Definitions and Scope of Research

  • Evolution of the Contact Center
  • What Are Visual Engagement Tools?
  • Types of Visual Engagement Tools
  • Cobrowsing
  • Screen Annotation
  • Screen Sharing
  • Video
  • Main Differences between Cobrowsing and Screen Sharing

Visual Engagement Tools Market-Growth Opportunity Analysis

  • Why Visual Engagement Tools?
  • Visual Engagement Use Cases in the CX Space
  • Use Cases by Vertical
  • Growth Drivers
  • Growth Restraints
  • Competitive Discussion-Decision-Making Factors
  • Barriers to the Implementation of Solutions
  • Benefits of Visual Engagement
  • Limitations of Visual Engagement
  • Visual Engagement-Technology Roadmaps

Visual Engagement Tool Provider Profiles, 2021

  • Visual Engagement Tool Provider Profiles
  • Vendor Profile-Acquire
  • Vendor Profile-Glance Networks
  • Vendor Profile-LogMeIn
  • Vendor Profile-Samesurf
  • Vendor Profile-Surfly
  • Vendor Profile-TechSee
  • Vendor Profile-Telia
  • Vendor Profile-Upscope

Visual Engagement Tools Market-Growth Opportunity Universe

  • Growth Opportunity 1-Provide End-User Organizations with Curated Guidance and Training on Visual Engagement
  • Growth Opportunity 1-Provide End-User Organizations with Curated Guidance and Training on Visual Engagement (continued)
  • Growth Opportunity 2-Authentication and Security
  • Growth Opportunity 2-Authentication and Security (continued)
  • Growth Opportunity 3-Emphasis on Audio
  • Growth Opportunity 3-Emphasis on Audio (continued)
  • Growth Opportunity 4-Shift to Mobile Environment
  • Growth Opportunity 4-Shift to Mobile Environment (continued)
  • List of Exhibits
  • Legal Disclaimer