市場調查報告書
商品編碼
974186

邁向利用AI的聯絡中心

Toward the AI-Powered Contact Center

出版日期: | 出版商: IDC | 英文 18 Pages | 訂單完成後即時交付

價格
  • 全貌
  • 簡介
  • 目錄
簡介

在2020年,COVID-19大流行的影響以及長期採用開放技術向聯絡中心即服務(CCaaS)模式的轉變將成為投資和聯絡的主要催化劑圍繞AI技術的各種用例的市場活動已大大增加。

聯絡中心運營是AI技術提供商和現有聯絡中心技術供應商的主要市場機遇,並且AI專家供應商和現有聯絡中心軟件供應商在此領域擁有□□明確的戰略。如果不是這樣,則認為存在錯過快速增長機會的風險。

本報告調查了歐洲聯絡中心,並分析了提供業務價值的AI軟件產品和服務的潛力,包括市場背景,增長因素,機遇,趨勢和主要公司的概況。提供有關的信息。

執行快照

新市場的發展和動態

  • 市場背景和增長因素
    • 處於壓力之下的聯絡中心
    • COVID-19增強壓力並強調虛擬代理的價值
    • 帶來規模經濟的AI技術提供商
  • 歐洲聯絡中心的AI市場機會
    • 聯絡中心的四個主要AI用例
    • 利用AI的聯絡中心生態系統的主要供應商
  • 聯絡中心軟件供應商
    • Avaya
    • Genesys
    • Mitel
    • Cisco
    • Content Guru
    • 8x8
    • LogMeIn
    • Puzzel
    • Salesforce
  • 大型公共雲提供商
    • Google Cloud
    • AWS
    • IBM
    • Microsoft
  • AI聯絡中心啟動
    • Gridspace
    • Infinitus
  • 聯絡中心的AI採用趨勢
    • 意味著不成熟的客戶期望
    • 技術實施複雜性,緩解供應商挑戰
    • 人工智能服務:進度緩慢,基於消費的定價模型導致的做法變化
    • 關注代理商的經驗,這是代理商和客戶某些用例的重要方面
    • 開發需要獨特技能且通常需要多次迭代的虛擬代理
    • 對客戶供應商的各種功能和產品等感到困惑

對技術供應商的建議

  • 對聯絡中心軟件播放器的建議
  • 針對AI專業廠商的建議
    • 給顧問和系統集成商的建議

參考

  • 相關研究
  • 摘要
目錄
Product Code: EUR147017320

This IDC Market Perspective analyzes the potential of AI software products and services to deliver business value in contact centers in Europe. 2020 has seen a significant uptick in market activity around various use cases for AI technologies in contact centers, with the impacts of the COVID-19 pandemic as well as the longer-term shift to contact center as-a-service (CCaaS) models leveraging open technologies acting as major catalysts for investment. IDC expects contact center operations to represent a significant concentration of market opportunity for AI technology providers and established contact center technology vendors."The journey to the AI-powered contact center is creating a competitive battleground," said Jack Vernon, senior research analyst, IDC. "Specialist AI vendors and established contact center software vendors must all develop clear strategies for this space, or risk losing out on a very fast-growing opportunity."

Executive Snapshot

New Market Developments and Dynamics

  • Market Background and Drivers
    • Contact Centers Have Been Under Pressure for Some Time
    • COVID-19 Dials Up the Pressure, Highlights the Value of Virtual Agents
    • AI Technology Providers See Opportunity, Bring Economies of Scale
  • The Contact Center AI Market Opportunity in Europe
    • Four Key AI Use Cases in Contact Centers
    • Key Vendors in the AI-Powered Contact Center Ecosystem
  • Contact Center Software Vendors
    • Avaya
    • Genesys
    • Mitel
    • Cisco
    • Content Guru
    • 8x8
    • LogMeIn
    • Puzzel
    • Salesforce
  • Large Public Cloud Providers
    • Google Cloud
    • AWS
    • IBM
    • Microsoft
  • AI Contact Center Start-Ups
    • Gridspace
    • Infinitus
  • Contact Center AI Adoption Trends
    • Customer Expectations Signify Immaturity
    • Technical Implementation Remains Complicated, but Vendors pin Hopes on the Cloud Easing the Challenge
    • Consumption-Based Pricing Models of AI Services Have Slowed Progress, but Practices are Changing
    • Focusing on Agent Experience is a Critical Aspect of Several Agent- and Customer-Facing Use Cases
    • Virtual Agent Development Requires Unique Skills and Often Multiple Iterations
    • Customers Remain Confused About the Different Capabilities and Offerings of Vendors
    • COVID-19 Changed the Market Landscape and the Technology Demands of Different Industries
    • Debate Continues as to Whether Virtual Agents Should Admit to Being Virtual
    • Organizations Need a Strategy for Vendors Making Changes to Their AI Technologies and Platforms
  • How Will AI Affect the Contact Center Software Ecosystem?
    • AI Will Grow the Contact Center Software Market, and Vendors That Fail to Integrate AI Will Lose Market Share
    • Contact Center Software Vendors' Customer Relationships Give Them Significant Power
    • Cloud Vendors with AI Offerings aim to Work With Customers Indirectly
    • Stickiness of AI Vendors' Technologies Could Give Them Some Flexibility to set Prices, Particularly With Existing Customers
    • Orchestration Will be the Real Value Play
    • AI-Driven Process Transformation Will Require Significant Expertise, Creating a Major Opportunity for Consultancies and SIs

Advice for the Technology Suppliers

  • Advice for Contact Center Software Players
  • Advice for AI Specialist Vendors
    • Advice for Consultants and Systems Integrators

Learn More

  • Related Research
  • Synopsis