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市場調查報告書

北美的客服中心市場上成長機會:至2023年的預測

Growth Opportunities in the North American Contact Center Market, Forecast to 2023

出版商 Frost & Sullivan 商品編碼 739349
出版日期 內容資訊 英文 62 Pages
商品交期: 最快1-2個工作天內
價格
北美的客服中心市場上成長機會:至2023年的預測 Growth Opportunities in the North American Contact Center Market, Forecast to 2023
出版日期: 2019年11月07日內容資訊: 英文 62 Pages
簡介

北美各國的客服中心、服務供應商 (CCSP) ,現在對應數位轉換 (DX)的發展和人工智能 (AI)的普及,積極開發技術和投資。不僅提高客戶體驗 (CX),也必須改善員工體驗 (CX)。內部部署方式的市場規模維持現狀,另一方面雲端方式和混合方式預計大幅度成長。

本報告提供北美的客服中心 (託管/雲端方式) 市場相關分析,整體市場規模趨勢預測 (今後5年份) ,及各種解決方案供應商的市場佔有率結構,未來成長機會等資訊彙整,為您概述為以下內容。

摘要整理

成長環境 - 市場概要:託管/雲端

  • 對託管/雲端CCSP (客服中心解決方案供應商) 來說的策略性課題
  • 託管/雲端客服中心市場定義
  • 市場定義
  • 推動及阻礙市場要素

市場預測 - 託管/雲端客服中心

  • 北美的託管/雲端客服中心的市場收益額的預測
  • 競爭分析 - 市場佔有率:託管/雲端IVR (自動語音應答)
  • 競爭分析 - 市場佔有率:託管/雲端ACD (來電自動分配設備)
  • 競爭分析 - 市場佔有率:託管/雲端、外撥聯繫
  • 競爭分析 - 市場佔有率:託管/雲端APO (人員業績最佳化)
  • 競爭分析 - 市場佔有率:託管/雲端客服中心

成長環境 - 市場概要:系統

  • 對客服中心、系統供應商 (CCP) 來說的策略性課題
  • 北美的客服中心市場
  • 推動及阻礙市場要素

市場預測

  • 市場收益額:各產品種類
  • 市場佔有率:對內連絡路由系統
  • 市場佔有率:IVR系統
  • 市場佔有率:出境(外撥)用刻度盤系統
  • 市場佔有率:品質監測系統
  • 市場佔有率:員工管理
  • 市場佔有率:客服中心用分析功能 (分析)
  • 市場佔有率:客服中心、系統市場全體

願景方案

  • 宏觀、微觀的展望
  • 客服中心市場的願景方案

成長開發平台

  • 成長的契機

願景與策略:成長機會

  • 成長機會 (1):全通路客戶體驗
  • 成長機會 (2):客戶體驗的分析
  • 成長機會 (3):巨量資料與分析/機器學習
  • 成長機會 (4):員工參與度管理 (WEM)
  • 成長機會 (5):代理桌面/代理授權
  • 成長機會 (6):虛擬代理商/助手與機器人
  • 成長機會 (7):人工智能 (AI)滲透到客戶接觸的領域
  • 成長機會 (8):聊天
  • 成長機會 (9):客戶服務的訊息平台
  • 成長機會 (10):影片
  • 成長機會 (11):BC/DR - 持續的CX (客戶體驗)的實現
  • 結論:客服中心市場而言的主要的未來預測
  • 附錄
  • 圖表一覽

本網頁內容可能與最新版本有所差異。詳細情況請與我們聯繫。

目錄
Product Code: K3D0-76

Infusion of AI is Driving Customer Contact Strategy and Development

New analysis from Frost & Sullivan's Information and Communications Technologies program titled ‘Growth Opportunities in the North American Contact Center Market’ finds that the market for contact centers continues to increase. For cloud, the acceleration of omnichannel service delivery and digital transformation, coupled the inclusion of new technologies, such as AI, is driving future technology acquisitions and investments.The study finds that contact center service providers (CCSPs) will need to improve the Customer Experience (CX), but also improve the employee experience (EX), as the two are deeply dependent upon each other. As such, workforce engagement is also a central theme that has solution providers adding new capabilities across portfolios. This includes the addition of mobile capabilities, gamification, process automation, knoweldge database access, and guided resolution. The use of analytics to improve EX and CX is also diverse and growing.

The market for on-premises contact center systems remains relatively flat. However, contact center analytics, quality monitoring, and recording were particular bright spots for growth, as companies seek to get the most out of their existing investments. The use of hybrid implementations is also enabling systems sales to remain relevant. The cloud market is seeing growth across all areas of customer contact, particularly in inbound contact routing and analytics.

Research Scope:

This study provides market share for 2018 solution providers in both the hosted/cloud and contact center systems market, along with a forecast from 2018-2023. This analysis also presents some of the CX trends that Frost & Sullivan believes will shape, grow, and influence customer contact, CX and EX. The study focuses on those growth insights which are the most relevant for 2019-2023 in North America. This Growth Insight outlines the trends and insights for select industries, business models and technology areas.

These include:

  • Inbound Contact Routing
  • Interactive Voice Response
  • Outbound Dialing
  • Workforce Management
  • Call Recording
  • Analytics

Table of Contents

Executive Dashboard

  • Purpose of this Experiential Study
  • 5 Step Process to Transformational Growth
  • Key Takeaways of the Total Contact Center Market
  • Key Takeaways of the Total Contact Center Market (continued)
  • Forecast Methodology and Assumptions for Total Contact Center Market

Growth Environment-Market Overview: Hosted/Cloud

  • Strategic Imperatives for Hosted/Cloud Contact Center Solution Providers (CCSPs)
  • Hosted/Cloud Contact Center Market Definitions
  • Market Definitions
  • Drivers and Restraints

Market Forecasts-Hosted/Cloud Contact Centers

  • Revenue Forecast North America Hosted/Cloud Contact Center Market
  • Competitive Analysis-Market Share Hosted/Cloud IVR
  • Competitive Analysis-Market Share Hosted/Cloud ACD
  • Competitive Analysis-Market Share Hosted/Cloud Outbound Contact
  • Competitive Analysis-Market Share Hosted/Cloud APO
  • Competitive Analysis-Market Share Hosted/Cloud Contact Center

Growth Environment-Market Overview: Systems

  • Strategic Imperatives for Contact Center Systems Providers (CCPs)
  • North American Contact Center Systems Markets
  • North American Contact Center Systems Markets (continued)
  • North American Contact Center Systems Markets (continued)
  • Drivers and Restraints

Market Forecasts

  • Revenue Forecast by Product Segment
  • Market Share-Inbound Contact Routing Systems
  • Market Share-IVR Systems
  • Market Share-Outbound Dialer Systems
  • Market Share-Quality Monitoring Systems
  • Market Share-Workforce Management
  • Market Share-Contact Center Analytics
  • Market Share-Total Contact Center Systems

Visioning Scenarios

  • Macro to Micro Visioning
  • Visioning Scenarios for the Contact Center Market

Growth Pipeline

  • Levers for Growth

Vision and Strategy-Growth Opportunities

  • Growth Opportunity 1-Omnichannel Customer Experience
  • Growth Opportunity 2-Customer Experience Analytics
  • Growth Opportunity 3-Big Data and Analytics/Machine Learning
  • Growth Opportunity 4-Workforce Engagement Management (WEM)
  • Growth Opportunity 5-Agent Desktop/Agent Empowerment
  • Growth Opportunity 6-Virtual Agent/Assistant and Bots
  • Growth Opportunity 7-Infusion of AI into Customer Contact
  • Growth Opportunity 8-Chat
  • Growth Opportunity 9-Messaging Platforms in Customer Service
  • Growth Opportunity 10-Video
  • Growth Opportunity 11-BC/DR: Enabling Continuous CX
  • Last Word-Top Predictions for the Contact Center Market
  • Legal Disclaimer
  • Appendix
  • Abbreviations and Acronyms Used
  • Abbreviations and Acronyms Used (continued)
  • List of Exhibits
  • List of Exhibits (continued)