表紙
市場調查報告書
商品編碼
1069963

亞太地區的雲端客服中心服務市場 (2022年):Frost Radar

Frost Radar: Asia-Pacific Cloud Contact Center Services, 2022

出版日期: | 出版商: Frost & Sullivan | 英文 48 Pages | 商品交期: 最快1-2個工作天內

價格
  • 全貌
  • 簡介
  • 目錄
簡介

現在,在亞太地區運作的客服中心,大部分以傳統的基礎設施與軟體運作,未對應客戶的數位需求。隨著該地區的CCaaS (Contact Center-as-a-Service)市場成熟,許多企業為了維持內部部署系統摸索雲端技術作為富有魅力的選項。

本報告提供亞太地區的雲端客服中心服務市場調查,市場概要,主要企業的簡介,Frost Radar獨自的評價標準為基礎進入經營者的基準分析等彙整資訊。

目錄

策略性必要條件及成長環境

  • 策略性必要條件
  • 成長環境
  • 市場定義

Frost Radar (TM)

  • Frost Radar (TM):亞太地區的雲端客服中心服務
  • Frost Radar (TM):競爭環境

C2A (主要企業)

  • 8x8
  • Amazon Web Services (AWS)
  • Ameyo
  • Alvaria
  • Avaya
  • Bright Pattern
  • Cisco
  • Content Guru
  • Enghouse Interactive
  • Five9
  • Genesys
  • ipSCAPE
  • NICE CXone
  • RingCentral
  • Talkdesk
  • Twilio
  • Vonage

策略性洞察能力

下一步

Frost Radar (TM) 分析

  • Frost Radar (TM) :未來的成長可能性的基準
  • 免責聲明
目錄
Product Code: PC31-76

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

The year 2021 was pivotal for contact centers. Organizations grappled with the continual challenges brought on by the COVID-19 pandemic while working to meet customer demand for efficient service and an improved customer experience (CX). The contact center and CX landscape was severely affected by the disruptions caused by the pandemic, which accelerated the digitalization of customer and supply-chain interactions and internal operations in Asia-Pacific (APAC).

The majority of contact centers operating in APAC today are running on legacy infrastructure and software that cannot keep up with customers' digital needs. As the APAC Contact Center-as-a-Service (CCaaS) market matures, many enterprise customers are exploring cloud technology as an attractive option to maintain on-premises systems.

Connecting the end-to-end customer and employee experience across multiple systems and geographies has created pressure on organizations to become agile, flexible, and scalable. Organizations want to engage with customers at every touch point of their journey through a digital-first approach; however, on-premises legacy contact center technologies limit the addition of new digital channels (e.g., social media, email, WhatsApp, WeChat) or integration of software applications (e.g., CRM, CMS, WFM systems, QM) and digital technology solutions (e.g., RPA, IVR, AI, ML, and analytics).

A cloud-based contact center is the optimal alternative to on-premises contact centers as it offers a compelling value proposition for organizations and is a vital enabler of a mature CX strategy. It is more important than ever that IT executives examine their legacy contact center systems and look at modernizing their operations toward transformative CX hubs.

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 growth, innovation, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar, where the leading companies in the industry are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients.

Table of Contents

Strategic Imperative and Growth Environment

  • Strategic Imperative
  • Strategic Imperative (continued)
  • Strategic Imperative (continued)
  • Growth Environment
  • Growth Environment (continued)
  • Growth Environment (continued)
  • Growth Environment (continued)
  • Market Definitions

Frost Radar™

  • Frost Radar™: Asia-Pacific Cloud Contact Center Services
  • Frost Radar™: Competitive Environment
  • Frost Radar™: Competitive Environment (continued)
  • Frost Radar™: Competitive Environment (continued)
  • Frost Radar™: Competitive Environment (continued)

Companies to Action

  • 8x8
  • Amazon Web Services (AWS)
  • Ameyo
  • Alvaria
  • Avaya
  • Bright Pattern
  • Cisco
  • Content Guru
  • Enghouse Interactive
  • Five9
  • Genesys
  • ipSCAPE
  • NICE CXone
  • RingCentral
  • Talkdesk
  • Twilio
  • 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