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市場調查報告書

全球客服中心市場 2018年∼2022年

Global Contact Center Market 2018-2022

出版商 TechNavio (Infiniti Research Ltd.) 商品編碼 316408
出版日期 內容資訊 英文 103 Pages
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全球客服中心市場 2018年∼2022年 Global Contact Center Market 2018-2022
出版日期: 2018年02月05日 內容資訊: 英文 103 Pages
簡介

關於客服中心

客服中心,是企業進行客戶應對相關業務的部門,在企業客戶管理策略中發揮了重要作用。

Technavio的分析師預測,從2018年到2022年之間,全球客服中心市場將以8.54%的年複合成長率成長。

本報告提供客服中心的全球市場調查,市場概要,各互動、引進類型、地區的市場趨勢,市場規模的變化與預測,成長促進因素以及課題分析,競爭情形,主要企業的簡介等全面性資訊。

目錄

第1章 摘要整理

第2章 調查範圍

第3章 調查方法

第4章 市場情形

  • 市場生命週期
  • 市場特性
  • 市場區隔分析

第5章 市場規模

  • 市場定義
  • 市場規模
  • 市場規模的預測

第6章 波特的五力分析

  • 買方議價能力
  • 供給企業談判力
  • 新加入業者的威脅
  • 替代品的威脅
  • 競爭企業間的敵對關係
  • 市場情形

第7章 市場區隔:各互動

  • 市場區隔:各互動
  • 比較:各互動
  • 語音為基礎
  • 文本為基礎
  • 社群媒體為基礎
  • 市場機會:各互動

第8章 市場區隔:各引進類型

  • 市場區隔:各引進類型
  • 內部部署
  • 雲端

第9章 客戶形勢

第10章 地區形勢

  • 市場比較:各地區
  • 地區比較
  • 南北美洲
  • 歐洲、中東、非洲
  • 亞太地區
  • 市場機會

第11章 決策架構

第12章 成長要素與課題

  • 市場成長要素
  • 市場課題

第13章 市場趨勢

  • 為了縮短所需時間(TAT)的聊天機器人的整合
  • 以提高客戶體驗為目的使用分析功能
  • 為了提供定制解決方案引進AI

第14章 業者情勢

  • 概要
  • 創造性破壞
  • 競爭模式

第15章 供應商分析

  • 交易廠商
  • 供應商的分類
  • 供應商的市場定位
  • Aspect
  • Cisco Systems
  • Genesys

第16章 附錄

  • 簡稱的清單

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: IRTNTR20291

About Contact Center

A contact center acts as a central point in an enterprise from where all contacts are managed. It plays a prominent role in the broad customer management strategies of an enterprise.

Technavio's analysts forecast the global contact center market to grow at a CAGR of 8.54 % during the period 2018-2022.

Covered in this report

The report covers the present scenario and the growth prospects of the global contact center market for 2018-2022. To calculate the market size, the report considers the revenue generated from the sales of contact center solutions.

The market is divided into the following segments based on geography:

  • Americas
  • APAC
  • EMEA

Technavio's report, Global Contact Center Market 2018-2022, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the market landscape and its growth prospects over the coming years. The report also includes a discussion of the key vendors operating in this market.

Key vendors

  • Aspect
  • Cisco Systems
  • Genesys

Market driver

  • Rising adoption of cloud-based contact centers
  • For a full, detailed list, view our report

Market challenge

  • Inability to achieve an ASA
  • For a full, detailed list, view our report

Market trend

  • Integration of chatbots for better turnaround times
  • For a full, detailed list, view our report

Key questions answered in this report

  • What will the market size be in 2022 and what will the growth rate be?
  • What are the key market trends?
  • What is driving this market?
  • What are the challenges to market growth?
  • Who are the key vendors in this market space?

You can request one free hour of our analyst's time when you purchase this market report. Details are provided within the report.

Table of Contents

PART 01: EXECUTIVE SUMMARY

PART 02: SCOPE OF THE REPORT

PART 03: RESEARCH METHODOLOGY

PART 04: MARKET LANDSCAPE

  • Market ecosystem
  • Market characteristics
  • Market segmentation analysis

PART 05: MARKET SIZING

  • Market definition
  • Market sizing 2017
  • Market size and forecast 2017-2022

PART 06: FIVE FORCES ANALYSIS

  • Bargaining power of buyers
  • Bargaining power of suppliers
  • Threat of new entrants
  • Threat of substitutes
  • Threat of rivalry
  • Market condition

PART 07: MARKET SEGMENTATION BY TYPE OF INTERACTION

  • Segmentation by type of interaction
  • Comparison by type of interaction
  • Voice-based - Market size and forecast 2017-2022
  • Text-based - Market size and forecast 2017-2022
  • Social media-based - Market size and forecast 2017-2022
  • Market opportunity by type of interaction

PART 08: MARKET SEGMENTATION BY DEPLOYMENT

  • Segmentation by deployment
  • On-premises
  • Cloud-based

PART 09: CUSTOMER LANDSCAPE

PART 10: REGIONAL LANDSCAPE

  • Geographical segmentation
  • Regional comparison
  • Americas - Market size and forecast 2017-2022
  • EMEA - Market size and forecast 2017-2022
  • APAC - Market size and forecast 2017-2022
  • Market opportunity

PART 11: DECISION FRAMEWORK

PART 12: DRIVERS AND CHALLENGES

  • Market drivers
  • Market challenges

PART 13: MARKET TRENDS

  • Integration of chatbots for better turnaround times
  • Use of analytics for enhancing the customer experience
  • Incorporation of AI for providing customized solutions

PART 14: VENDOR LANDSCAPE

  • Overview
  • Landscape disruption
  • Competitive scenario

PART 15: VENDOR ANALYSIS

  • Vendors covered
  • Vendor classification
  • Market positioning of vendors
  • Aspect
  • Cisco Systems
  • Genesys

PART 16: APPENDIX

  • List of abbreviations

List of Exhibits

  • Exhibit 01: Parent market
  • Exhibit 02: Global IT service market
  • Exhibit 03: Market characteristics
  • Exhibit 04: Market segments
  • Exhibit 05: Market definition - Inclusions and exclusions checklist
  • Exhibit 06: Market size 2017
  • Exhibit 07: Validation techniques employed for market sizing 2017
  • Exhibit 08: Global contact center market - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 09: Global contact center market - Year-over-year growth 2018-2022 (%)
  • Exhibit 10: Five forces analysis 2017
  • Exhibit 11: Five forces analysis 2022
  • Exhibit 12: Bargaining power of buyers
  • Exhibit 13: Bargaining power of suppliers
  • Exhibit 14: Threat of new entrants
  • Exhibit 15: Threat of substitutes
  • Exhibit 16: Threat of rivalry
  • Exhibit 17: Market condition - Five forces 2017
  • Exhibit 18: Market condition - Five forces 2022
  • Exhibit 19: Global contact center market by type of interaction - Market share 2017-2022 (%)
  • Exhibit 20: Comparison by type of interaction
  • Exhibit 21: Voice-based - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 22: Voice-based - Year-over-year growth 2018-2022 (%)
  • Exhibit 23: Text-based - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 24: Text-based - Year-over-year growth 2018-2022 (%)
  • Exhibit 25: Social media-based - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 26: Social media-based - Year-over-year growth 2018-2022 (%)
  • Exhibit 27: Market opportunity by type of interaction
  • Exhibit 28: Vendors and the types of contact center solutions they offer
  • Exhibit 29: Customer landscape
  • Exhibit 30: Global contact center market by geography - Market share 2017-2022 (%)
  • Exhibit 31: Regional comparison
  • Exhibit 32: Americas - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 33: Americas - Year-over-year growth 2018-2022 (%)
  • Exhibit 34: Top 3 countries in the Americas
  • Exhibit 35: EMEA - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 36: EMEA - Year-over-year growth 2018-2022 (%)
  • Exhibit 37: Top 3 countries in EMEA
  • Exhibit 38: APAC - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 39: APAC - Year-over-year growth 2018-2022 (%)
  • Exhibit 40: Top 3 countries in APAC
  • Exhibit 41: Market opportunity
  • Exhibit 42: Vendor landscape
  • Exhibit 43: Landscape disruption
  • Exhibit 44: Product description
  • Exhibit 45: Vendors covered
  • Exhibit 46: Vendor classification
  • Exhibit 47: Market positioning of vendors
  • Exhibit 48: Aspect - Overview
  • Exhibit 49: Aspect - Business segments
  • Exhibit 50: Aspect - Organizational developments
  • Exhibit 51: Aspect - Key customers
  • Exhibit 52: Cisco Systems -Overview
  • Exhibit 53: Cisco Systems - Business segments
  • Exhibit 54: Cisco Systems - Organizational developments
  • Exhibit 55: Cisco Systems - Geographic focus
  • Exhibit 56: Cisco Systems - Segment focus
  • Exhibit 57: Cisco Systems - Key customers
  • Exhibit 58: Genesys - Overview
  • Exhibit 59: Genesys - Business segments
  • Exhibit 60: Genesys - Organizational developments
  • Exhibit 61: Genesys - Key customers
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