客服中心、基礎設施/軟體 (CCIS) 的歐洲、中東、非洲地區 (EMEA) 市場:未來預測 (2014∼2018年) 和各供應商市場佔有率 (2013年)

歐洲、中東、非洲地區 (EMEA) 的CCIS市場這3年達成復甦，在產業內部的資本交易、聯盟活動也活性化。還有這個領域雲端化的發展也很顯著，相關投資也擴大。現在產業相關人員集中關注於公司內部安裝型 (內部部署) 解決方案上，不過，實際上託管型 (一公司專用) 及雲端型 (共享型) 的解決方案佔市場大半。主要的推動市場要素為，企業方對於資本維持、降低成本、客戶經驗改善的努力，及服務供應商方面的策略、產品結構的更新動向等。EMEA的CCIS市場2014∼2018年，預計以年度平均11.1％的速度成長。

本報告提供歐洲、中東、非洲地區 (以下EMEA) 的客服中心、基礎設施及軟體 (以下CCIS) 的市場相關分析、市場整體結構最新情形、市場規模趨勢預測 (今後5年份)、各部門、各供應商、各地區 (西歐、中東歐 (CEE)、中東、非洲 (MEA)) 的詳細趨勢等調查評估。

IDC的見解

調查概要

• 調查手法

概況

• CCIS (客服中心、基礎設施/軟體) 市場最新趨勢
• 引進意識的決策
• 各供應商的收益額佔有率

未來展望

• 客戶經驗 (客戶經驗) 與服務設計
• 行動、顧客關懷
• 巨量資料及商務分析
• 數位/多通路、顧客服務
• 社群、顧客服務
  • 「不讓客人等」解決法，「非正式」社群網路，論壇
  • 面向員工網路
• 市場預測的前提條件
  • EMEA市場預測
• 市場背景

IDC的建議

參考資料

• 相關調查
• 定義
• 詳細調查手法
• 摘要

表格一覽

• EMEA的CCIS市場:各供應商的收益額佔有率 (過去2年份)
• EMEA的CCIS市場:各供應商佔有率 (最新值:席數為基礎)
• 市場預測的三大前提條件
• EMEA的CCIS市場:預測主要的前提條件
• EMEA的CCIS市場:市場趨勢預測 (各國，今後5年份)
• 雲端服務的主要特徵

圖的一覽

• 各地區的收益額佔有率 (過去2年份)
• 各部門的收益額佔有率 (過去2年份)
• 各供應商的收益額佔有率 (最新值)
• 市場趨勢的未來預測 (今後5年份)
• 各地區的市場趨勢預測
• 各地區的市場佔有率 (最新值、預測值)

This IDC study examines the EMEA CCIS market for 2013, including a five-year growth forecast for 2014-2018 supported by a description of trends and forecast assumptions for the period. For EMEA, the subregions covered are Western Europe, Central and Eastern Europe (CEE), as well as Middle East and Africa (MEA).

"The contact center infrastructure and software market includes functionality that run on standards-based equipment or purpose-built systems such as PBX. The market has revived itself during the past three years, with vendors active in several acquisitions, divestments, and partnerships. The movement to the cloud is clear as investments in both hosted and cloud solutions are beginning to make global headway," said Jason Andersson, program director, IDC EMEA Telecom and Networking. "IDC expects 11.1% revenue growth in the EMEA CCIS market during the forecast period. Premises-based solutions have garnered the lion's share of attention in recent years, but enterprise evaluations, trials, and the adoption of hosted (single tenant) and cloud (multitenant) CCIS solutions will contribute significant growth predicted for the global market this year. Revenue growth will be driven by enterprises looking to retain capital, reduce costs, and improve customer experience, as well as by service providers refining their contact center strategies and product portfolios."

Table of Contents

IDC Opinion

In This Study

• Methodology

Situation Overview

• The Contact Center Infrastructure and Software Market in 2012 and 2013
• Deployment Decisions
• Vendor Revenue Shares

Future Outlook

• Customer Experience and Service Design
• Mobile Customer Care
• Big Data and Business Analytics
• Digital Multichannel Customer Services
• Social Customer Service
  • No-Call Resolution, Private Social Networks, and Forums
  • Employee Networking
• Forecast and Assumptions
  • EMEA Forecast
• Market Context

Essential Guidance

Learn More

• Related Research
• Definitions
  • Contact Center
  • Interactive Voice Response
  • On-Premises Systems
  • Cloud Services
  • Cloud Deployment Models
• Methodology
• Synopsis

List of Tables

• Table: EMEA Contact Center Infrastructure and Software Revenue Shares by Vendor, 2012 and 2013 ($M)
• Table: EMEA Contact Center Infrastructure and Software Shares by Vendor, 2013(K Seats)
• Table: Top 3 Assumptions for the EMEA Contact Center Infrastructure and Software Market, 2014-2018
• Table: Key Forecast Assumptions for the EMEA Contact Center Infrastructure and Software Market, 2014-2018
• Table: EMEA Contact Center Infrastructure and Software Forecast by Country, 2013-2018 ($M)
• Table: Key Attributes of a Cloud Service

List of Figures

• Figure: EMEA Contact Center Infrastructure and Software Revenue Shares by Region, 2012 and 2013
• Figure: EMEA Contact Center Infrastructure and Software Revenue Shares by Segment, 2012 and 2013
• Figure: EMEA Contact Center Infrastructure and Software Revenue Shares by Vendor, 2013
• Figure: EMEA Contact Center Infrastructure and Software Seat Shares by Vendor, 2013
• Figure: EMEA Contact Center Infrastructure and Software Forecast, 2014-2018
• Figure: EMEA Contact Center Infrastructure and Software Forecast by Subregion
• Figure: EMEA Contact Center Infrastructure and Software Market Shares by Subregion, 2013 and 2018