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南美、加勒比海各國的客服中心解決方案市場:∼2024年

Contact Center Solutions Market in Latin America and the Caribbean, Forecast to 2024

出版商 Frost & Sullivan 商品編碼 913962
出版日期 內容資訊 英文 75 Pages
商品交期: 最快1-2個工作天內
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南美、加勒比海各國的客服中心解決方案市場:∼2024年 Contact Center Solutions Market in Latin America and the Caribbean, Forecast to 2024
出版日期: 2019年10月04日內容資訊: 英文 75 Pages
簡介

南美、加勒比海各國的內部部署客服中心解決方案的收益規模在預測期間內預以計4.3%的年複合成長率成長。還有託管/雲端解決方案的市場也預計大幅度成長。

本報告提供南美、加勒比海各國的客服中心解決方案市場的內部部署、託管/雲端解決方案調查,市場定義和概要,市場成長的各種影響因素分析,收益規模的變化、預測,產品區分、中心規模、地區等各種區分的明細,各系統服務種類的市場佔有率,成長機會、策略性必要條件分析等彙整資料。

摘要整理

  • 要點
  • 預測的前提條件

市場概要:內部部署客服中心解決方案市場

  • 市場定義
  • 成長推動因素
  • 阻礙成長要素
  • 供應商的策略性必要條件

市場預測:內部部署客服中心解決方案市場

  • 收益預測:各產品種類
  • 收益佔有率:各產品種類
  • 收益預測:各地區
  • 收益佔有率:各地區
  • 收益佔有率:各中心規模
  • 收益佔有率:各產業

市場佔有率分析:內部部署客服中心解決方案市場

  • 市場佔有率
  • 市場佔有率:ICR系統
  • 市場佔有率:IVR系統
  • 市場佔有率:OBD系統
  • 市場佔有率:QM系統
  • 市場佔有率:勞動力管理 (WFM)系統
  • 市場佔有率:客服中心分析系統

市場概要:託管/雲端客服中心解決方案市場

  • 市場定義
  • 成長推動因素
  • 阻礙成長要素
  • 供應商的策略性必要條件

市場預測:託管/雲端客服中心解決方案市場

  • 收益預測:各產品種類
  • 收益佔有率:各產品種類
  • 收益預測:各地區
  • 收益佔有率:各地區
  • 收益佔有率:各中心規模
  • 收益佔有率:各產業

市場佔有率分析:託管/雲端客服中心解決方案市場

  • 市場佔有率
  • 市場佔有率:ACD服務
  • 市場佔有率:IVR服務
  • 市場佔有率:Outbound服務
  • 市場佔有率:APO服務

成長機會

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關於FROST & SULLIVAN

目錄
Product Code: K284-76

Hosted/Cloud Solutions Leading Market Growth Through Innovation and Flexibility

This study examines the contact center (CC) solutions market in Latin America and the Caribbean. In the past, Frost & Sullivan has done separate studies for the contact center on-premise solutions and hosted/cloud solutions markets. However, this year both studies are combined. This study is based on extensive primary and secondary research.

Some traditional vendors from the on-premise contact center solutions arena, such as Genesys, InConcert and NICE, are increasing their overall share in the contact center market (cloud/premise) as they begin to position hosted/cloud solutions of their own. However, the sum of their sales is not reflected in this study. The total market share is difficult to determine as some vendors provide cloud solutions directly, but also sell through cloud partners who then get credit for those solutions in their own cloud market share numbers, rather than that revenue being attributed to the OEM supplier.

This updated research shows that on-premise contact center solutions market remains relevant, while the hosted/cloud market finally gained traction in the region. Furthermore, revenue for the on-premise solutions market will keep showing a positive growth trend during the forecast period, with a decent 4.3% CAGR during 2018-2024. The increased adoption of hybrid solutions and the fact that companies in CALA push to get the most value out of existing infrastructure is keeping this market afloat. On the contrary, revenue for the hosted and cloud contact center market in the region will experience robust growth in all application segments. The total hosted/cloud market registered a revenue growth of 37.1% in 2018.

According to recent findings from Frost & Sullivan, only 20% of the current CC users in the region have an omnichannel solution in place, which represents a clear upselling opportunity. Companies are still integrating newer contact channels such as mobile, chat, messaging, and social media, while facing enormous challenges to provide omnichannel customer experiences (CXs).

Omnichannel CX is a key part of the shift toward a new digital landscape, providing a seamless journey no matter the customer's starting or re-engagement point. Omnichannel CX capabilities will be the leading differentiator for vendors in the years to come. Providers are working on adding new product capabilities enabled by mobile, cloud, social, messaging, WebRTC, Big Data, and personalization, along with richer integrations to differentiate their solution portfolios. The inclusion of maturing technologies, such as artificial intelligence (AI), machine learning (ML), and natural language processing (NLP) will also drive growth as companies seek to add intelligence to existing applications, and new self-service channels.

Research Highlights:

This report examines the contact center solutions market in Latin America and the Caribbean. In the past, Frost & Sullivan has done separate reports for the contact center on-premise solutions and hosted/cloud solutions markets. However, this year the reports are combined.

Key Issues Addressed:

  • In what stage is the market, and at what rate will it grow in the next 6 years?
  • What is the industry status within the Latin American and Caribbean countries? Which countries present the greatest opportunities?
  • What are the key drivers and restraints for growth within the region?
  • How will the structure of the market change over time? Which are the key competitors to watch?
  • How different industry verticals are adopting cloud solutions?
  • How will each of the applications markets evolve in the short and medium terms?

Table of Contents

Executive Summary

  • Key Takeaways
  • Key Takeaways (continued)
  • Key Takeaways (continued)
  • Forecast Assumptions-Total Contact Center Solutions Market

Market Overview-On-Premise Contact Center Solutions Market

  • Market Definitions
  • Market Definitions (continued)
  • Market Definitions (continued)
  • Market Definitions (continued)
  • Market Drivers
  • Market Restraints
  • Strategic Imperatives for On-Premise Contact Center Solutions Providers in Latin America and the Caribbean

Market Forecasts-On-Premise Contact Center Solutions Market

  • Revenue Forecast by Product Segment
  • Percent Revenue by Product Segment
  • Revenue Forecast by Region
  • Percent Revenue by Region
  • Percent Revenue by Contact Center Size
  • Percent Revenue by Industry Vertical

Market Share Analysis-On-Premise Contact Center Solutions Market

  • Market Share
  • Market Share-ICR Systems
  • Market Share-IVR Systems
  • Market Share-OBD Systems
  • Market Share-QM Systems
  • Market Share-Workforce Management (WFM) Systems
  • Market Share-Contact Center Analytics Systems

Market Overview-Hosted/Cloud Contact Center Solutions Market

  • Market Definitions
  • Market Definitions (continued)
  • Market Definitions (continued)
  • Market Definitions (continued)
  • Market Drivers
  • Market Restraints
  • Strategic Imperatives for Hosted/Cloud Contact Center Solutions Providers in Latin America and the Caribbean

Market Forecasts-Hosted/Cloud Contact Center Solutions Market

  • Revenue Forecast by Product Segment
  • Percent Revenue by Product Segment
  • Revenue Forecast by Region
  • Percent Revenue by Region
  • Percent Revenue by Contact Center Size
  • Percent Revenue by Industry Vertical

Market Share Analysis-Hosted/Cloud Contact Center Solutions Market

  • Market Share
  • Market Share-ACD Services
  • Market Share-IVR Services
  • Market Share-Outbound Services
  • Market Share-APO Services

Growth Opportunities

  • Growth Opportunities for the Total Contact Center Solutions Market in Latin America and the Caribbean
  • Growth Opportunities for the Total Contact Center Solutions Market in Latin America and the Caribbean (continued)

The Last Word

  • The Last Word-Top 5 Predictions for the Total Contact Center Solutions Market in Latin America and the Caribbean
  • Legal Disclaimer

Appendix

  • Abbreviations and Acronyms Used
  • Abbreviations and Acronyms Used (continued)
  • List of Exhibits
  • List of Exhibits (continued)
  • List of Exhibits (continued)
  • List of Exhibits (continued)

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