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市場調查報告書

歐洲國家聯絡中心及服務(CCaaS)解決方案市場:2020年

Contact Center as a Service (CCaaS) Solutions Energize the European Customer Experience Space, 2020

出版商 Frost & Sullivan 商品編碼 961340
出版日期 內容資訊 英文 221 Pages
商品交期: 最快1-2個工作天內
價格
歐洲國家聯絡中心及服務(CCaaS)解決方案市場:2020年 Contact Center as a Service (CCaaS) Solutions Energize the European Customer Experience Space, 2020
出版日期: 2020年09月07日內容資訊: 英文 221 Pages
簡介

在歐洲聯絡中心及服務(CCaaS)市場中,除全球供應商外,還有許多針對特定國家和地區的本地供應商,歐洲區域主義就是這種趨勢。正在加速。非歐洲供應商發現很難進入市場,需要國內合作夥伴來擴大銷售。

歐洲CCaaS市場非常分散,解決方案之間在功能和市場定位方面存在很大的重疊。沒有供應商擁有兩位數的市場份額,這表明市場處於增長階段。

CX解決方案行業中的雲計算滲透率因國家和地區而異,其中斯堪的納維亞半島最高,其次是英國,貝納克斯,法國和波羅的海國家,意大利,西班牙,德國和東歐緊隨其後。各個國家/地區的CCaaS市場增長率預計會有所不同,而雲採用率落後的國家/地區預計會快速增長。

Omni-Channel CX是向新數字環境過渡的重要組成部分,無論客戶的出發點或重新參與點如何,都能提供無縫的旅程。全渠道服務的提供和數字化轉型的加速,加上新技術(如AI)的引入,正在推動研究,開發,獲取和集成。

本報告調查了歐洲CCaaS市場,並提供了有關市場概述和趨勢,供應商概況,增長機會等信息。

本報告中解決的主要問題

  • 市場處於哪個階段,在未來五年中它將增長多快?
  • 最大的CCaaS供應商的市場份額是多少?
  • 該地區增長的主要驅動力和製約因素是什麼?
  • 市場結構如何隨時間變化?領先的公司在哪裡看?
  • CCaaS供應商的主要商機是什麼?
  • 最重要的供應商的產品組合是什麼?

目錄

執行摘要

  • 主要發現

市場定義

  • 雲聯絡中心
  • 聯絡中心即服務
  • 基於雲的聯絡中心解決方案市場的定義
  • CCaaS生態系統
  • CCaaS生態系統類型的公司
  • 調查範圍
  • 基於雲的聯絡中心解決方案功能
  • 市場定義

市場概述

  • 雲計算的興起
  • 市場驅動力和製約因素
  • 歐洲CCaaS市場的重點
  • 面向歐洲CCaaS生態系統的市場
  • 收入預測
  • 市場份額
  • 遷移到雲

市場趨勢

  • 市場和解決方案趨勢
  • 越來越關注全渠道解決方案
  • 增加數據可用性和分析成熟度
  • 人工智能的影響力不斷增強
  • WFO功能的廣泛採用
  • 遠程辦公代理模型
  • 整合和收購的數量增加
  • 具有價值主張的初創公司的出現
  • 從聯絡中心到客戶參與中心的過渡
  • CX的超個性化

供應商資料

  • 3CLogic
  • 8x8
  • Akio
  • Altitude Software
  • Aspect Software
  • Bright Pattern
  • ComputerTalk
  • Content Guru
  • Diabolocom
  • Dixa
  • Enghouse Interactive
  • Five9
  • Genesys
  • inConcert
  • NICE inContact
  • Puzzel
  • Talkdesk
  • Vocalcom
  • Vonage
  • Vozitel
  • ZOOM International

增長機會和建議

  • 本地1增長機會/主機系統更換
  • 增長機會2-改變環境和供應商彈性
  • 增長機會3與本地服務提供商的夥伴關係
  • CCaaS解決方案的戰略要求

結論

  • 結論
  • 免責聲明

附錄

  • 圖表列表

關於Frost & Sullivan

目錄
Product Code: MF53-76

CCaaS Solutions Inject Agility into the Customer Journey and Enable Organizations to Pivot and Recover from Disruption

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

This study finds that the contact center as a service (CCaaS) market continues to increase. The European CCaaS market is composed of a large number of providers, spanning global vendors and home-grown European providers. European regionalism plays a role in this industry, as numerous local vendors have emerged lately with a focus on a determined country or region. Extra-European vendors are finding it difficult to enter the market and generally need domestic partners to expand sales.

The European CCaaS market is very fragmented and there is considerable overlap between solutions in terms of functionality and market orientation. No vendor has double-digit market share, which indicates that the market is in a growth stage. Cloud penetration in the CX solutions industry varies across different countries and regions, the highest being in the Nordics, then the UK, Benelux, France, and the Baltics. Italy, Spain, Germany, and Eastern Europe are lagging. CCaaS market growth rates are expected for differ by country. Those that are lagging in terms of cloud penetration are expected to grow faster.

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. The acceleration of omnichannel service delivery and digital transformation, coupled the inclusion of new technologies (e.g., AI), is driving R&D, acquisitions, and integrations. Workforce optimization is also a central theme that has solution providers adding new capabilities across portfolios. This includes the addition of mobile capabilities, gamification, process automation, knowledge database access, and integration-related modules (e.g., app marketplaces). The use of analytics to improve agent experience and customer experience is also growing, especially in the context where end-customers are demanding hyper-personalized CX.

Research Scope:

This study provides the market share for solution vendors in the contact center as a service market in 2019, along with a forecast from 2019 to 2024. This analysis also presents some of the CX trends that Frost & Sullivan believes will shape, grow, and influence customer contact and CX. The study focuses on those growth insights that are the most relevant for the period 2019 to 2023 in Europe and profiles 21 of the most important vendors in the market. This analysis outlines the insights for select vendors' areas. These are:

  • Product portfolio (deployment and connectivity, modules, integrations and professional services)
  • Customers and go-to-market
  • Value proposition
  • Challenges
  • Latest developments
  • Roadmap
  • Guarantees
  • Company information
  • COVID-19 response

Key Issues Addressed:

  • In what stage is the market and at what rate will it grow in the next 5 years?
  • What is the market share of the biggest CCaaS vendors?
  • 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?
  • Which are the main business opportunities for CCaaS vendors?
  • What is the product portfolio of the most important vendors?

Table of Contents

Executive Summary

  • Key Findings
  • Key Findings (continued)
  • Key Findings (continued)

Market Definitions

  • Definitions-Cloud Contact Center
  • Definitions-Contact Center as a Service
  • Cloud-based Contact Center Solutions Market Definitions
  • CCaaS Ecosystem
  • CCaaS Ecosystem-Type of Companies
  • Scope of Research
  • Cloud-Based Contact Center Solutions Capabilities
  • Market Definitions

Market Overview

  • The Rise of Cloud Computing
  • The Rise of Cloud Computing (continued)
  • The Rise of Cloud Computing (continued)
  • Market Drivers and Restraints
  • Key Takeaways from the European CCaaS Market
  • Key Takeaways from the European CCaaS Market (continued)
  • European CCaaS Ecosystem-Market Orientation
  • Revenue Forecast
  • Market Share
  • Cloud Migration

Market Trends

  • Market and Solution Trends
  • Solution Trends-Rising Attention to Omnichannel Solutions
  • Solution Trends-Rising Attention to Omnichannel Solutions (continued)
  • Solution Trends-Increasing Availability of Data and Analytical Maturity
  • Solution Trends-Increasing Availability of Data and Analytical Maturity (continued)
  • Solution Trends-Rising Impact of AI
  • Solution Trends-Rising Impact of AI (continued)
  • Solution Trends-Widespread Adoption of WFO Capabilities
  • Market Trends-Work-at-home-agents Model
  • Market Trends-Increasing Number of Deep Integrations and Acquisitions
  • Market Trends-Emergence of Start-ups with Value Propositions
  • Market Trends-Contact Center Shift to Customer Engagement Center
  • Market Trends-Hyper-personalization of CX

Vendor Profile-3CLogic

  • Company Profile-3CLogic
  • Company Profile-3CLogic (continued)
  • Company Profile-3CLogic (continued)
  • Company Profile-3CLogic (continued)
  • Company Profile-3CLogic (continued)

Vendor Profile-8x8

  • Company Profile-8x8
  • Company Profile-8x8 (continued)
  • Company Profile-8x8 (continued)
  • Company Profile-8x8 (continued)
  • Company Profile-8x8 (continued)
  • Company Profile-8x8 (continued)
  • Company Profile-8x8 (continued)

Vendor Profile-Akio

  • Company Profile-Akio
  • Company Profile-Akio (continued)
  • Company Profile-Akio (continued)
  • Company Profile-Akio (continued)
  • Company Profile-Akio (continued)
  • Company Profile-Akio (continued)

Vendor Profile-Altitude Software

  • Company Profile-Altitude Software
  • Company Profile-Altitude Software (continued)
  • Company Profile-Altitude Software (continued)
  • Company Profile-Altitude Software (continued)
  • Company Profile-Altitude Software (continued)
  • Company Profile-Altitude Software (continued)
  • Company Profile-Altitude Software (continued)
  • Company Profile-Altitude Software (continued)

Vendor Profile-Aspect Software

  • Company Profile-Aspect Software
  • Company Profile-Aspect Software (continued)
  • Company Profile-Aspect Software (continued)
  • Company Profile-Aspect Software (continued)
  • Company Profile-Aspect Software (continued)
  • Company Profile-Aspect Software (continued)
  • Company Profile-Aspect Software (continued)

Vendor Profile-Bright Pattern

  • Company Profile-Bright Pattern
  • Company Profile-Bright Pattern (continued)
  • Company Profile-Bright Pattern (continued)
  • Company Profile-Bright Pattern (continued)
  • Company Profile-Bright Pattern (continued)
  • Company Profile-Bright Pattern (continued)

Vendor Profile-ComputerTalk

  • Company Profile-ComputerTalk
  • Company Profile-ComputerTalk (continued)
  • Company Profile-ComputerTalk (continued)
  • Company Profile-ComputerTalk (continued)
  • Company Profile-ComputerTalk (continued)
  • Company Profile-ComputerTalk (continued)
  • Company Profile-ComputerTalk (continued)

Vendor Profile-Content Guru

  • Company Profile-Content Guru
  • Company Profile-Content Guru (continued)
  • Company Profile-Content Guru (continued)
  • Company Profile-Content Guru (continued)
  • Company Profile-Content Guru (continued)
  • Company Profile-Content Guru (continued)
  • Company Profile-Content Guru (continued)

Vendor Profile-Diabolocom

  • Company Profile-Diabolocom
  • Company Profile-Diabolocom (continued)
  • Company Profile-Diabolocom (continued)
  • Company Profile-Diabolocom (continued)

Vendor Profile-Dixa

  • Company Profile-Dixa
  • Company Profile-Dixa (continued)
  • Company Profile-Dixa (continued)
  • Company Profile-Dixa (continued)
  • Company Profile-Dixa (continued)

Vendor Profile-Enghouse Interactive

  • Company Profile-Enghouse Interactive
  • Company Profile-Enghouse Interactive (continued)
  • Company Profile-Enghouse Interactive (continued)
  • Company Profile-Enghouse Interactive (continued)
  • Company Profile-Enghouse Interactive (continued)
  • Company Profile-Enghouse Interactive (continued)

Vendor Profile-Five9

  • Company Profile-Five9
  • Company Profile-Five9 (continued)
  • Company Profile-Five9 (continued)
  • Company Profile-Five9 (continued)
  • Company Profile-Five9 (continued)
  • Company Profile-Five9 (continued)
  • Company Profile-Five9 (continued)

Vendor Profile-Genesys

  • Company Profile-Genesys
  • Company Profile-Genesys (continued)
  • Company Profile-Genesys (continued)
  • Company Profile-Genesys (continued)
  • Company Profile-Genesys (continued)
  • Company Profile-Genesys (continued)
  • Company Profile-Genesys (continued)
  • Company Profile-Genesys (continued)
  • Company Profile-Genesys (continued)

Vendor Profile-inConcert

  • Company Profile-inConcert
  • Company Profile-inConcert (continued)
  • Company Profile-inConcert (continued)
  • Company Profile-inConcert (continued)
  • Company Profile-inConcert (continued)
  • Company Profile-inConcert (continued)
  • Company Profile-inConcert (continued)
  • Company Profile-inConcert (continued)

Vendor Profile-NICE inContact

  • Company Profile-NICE inContact
  • Company Profile-NICE inContact (continued)
  • Company Profile-NICE inContact (continued)
  • Company Profile-NICE inContact (continued)
  • Company Profile-NICE inContact (continued)

Vendor Profile-Puzzel

  • Company Profile-Puzzel
  • Company Profile-Puzzel (continued)
  • Company Profile-Puzzel (continued)
  • Company Profile-Puzzel (continued)
  • Company Profile-Puzzel (continued)
  • Company Profile-Puzzel (continued)

Vendor Profile-Talkdesk

  • Company Profile-Talkdesk
  • Company Profile-Talkdesk (continued)
  • Company Profile-Talkdesk (continued)
  • Company Profile-Talkdesk (continued)
  • Company Profile-Talkdesk (continued)
  • Company Profile-Talkdesk (continued)
  • Company Profile-Talkdesk (continued)

Vendor Profile-Vocalcom

  • Company Profile-Vocalcom
  • Company Profile-Vocalcom (continued)
  • Company Profile-Vocalcom (continued)
  • Company Profile-Vocalcom (continued)
  • Company Profile-Vocalcom (continued)
  • Company Profile-Vocalcom (continued)
  • Company Profile-Vocalcom (continued)

Vendor Profile-Vonage

  • Company Profile-Vonage
  • Company Profile-Vonage (continued)
  • Company Profile-Vonage (continued)
  • Company Profile-Vonage (continued)
  • Company Profile-Vonage (continued)
  • Company Profile-Vonage (continued)
  • Company Profile-Vonage (continued)
  • Company Profile-Vonage (continued)
  • Company Profile-Vonage (continued)

Vendor Profile-Vozitel

  • Company Profile-Vozitel
  • Company Profile-Vozitel (continued)
  • Company Profile-Vozitel (continued)
  • Company Profile-Vozitel (continued)

Vendor Profile-ZOOM International

  • Company Profile-ZOOM International
  • Company Profile-ZOOM International (continued)
  • Company Profile-ZOOM International (continued)
  • Company Profile-ZOOM International (continued)
  • Company Profile-ZOOM International (continued)
  • Company Profile-ZOOM International (continued)
  • Company Profile-ZOOM International (continued)

Growth Opportunities and Companies to Action

  • Growth Opportunity 1-On-premise/Hosted Systems Replacement
  • Growth Opportunity 2-Changing Environment and Vendors' Resilience
  • Growth Opportunity 3-Partnering With Local Services Providers
  • Strategic Imperatives for CCaaS Solutions

The Last Word

  • The Last Word
  • Legal Disclaimer

Appendix

  • List of Exhibits

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  • The Frost & Sullivan Story
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