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市場調查報告書

客服中心的全球市場:2020年∼2024年

Global Contact Center Market 2020-2024

出版商 TechNavio (Infiniti Research Ltd.) 商品編碼 316408
出版日期 內容資訊 英文 120 Pages
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價格
客服中心的全球市場:2020年∼2024年 Global Contact Center Market 2020-2024
出版日期: 2020年02月19日內容資訊: 英文 120 Pages
簡介

全球客服中心市場在2020年∼2024年間,預測將以9%的年複合成長率推移,並成長到59億9,000萬美元的規模。擴大採用雲端基礎的聯絡中心和合併聊天機器人以縮短周轉時間,這正在推動市場增長。

本報告提供全球客服中心市場調查,提供市場概要,各種類·展開類型·各地區的市場規模的變化與預測,市場成長要素及課題,競爭情形,主要企業的簡介等全面性資訊。

目錄

摘要整理

  • 市場概況

市場概要

  • 市場生態系統
  • 價值鏈分析

市場規模

  • 市場定義
  • 市場區隔分析
  • 市場規模
  • 市場預測

波特的五力分析

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

市場區隔:各類型

  • 市場區隔:各類型
  • 市場比較:各類型
  • 語音型
  • 文本型
  • 社群媒體型
  • 市場機會:各類型

市場區隔:各部署類型

  • 市場區隔:各部署類型
  • 市場比較:各部署類型
  • 市場機會:各部署類型

客戶概要

  • 概要

市場區隔:各地區

  • 市場區隔:各地區
  • 市場比較:各地區
  • 亞太地區
  • 歐洲
  • 北美
  • 南美
  • 中東·非洲地區
  • 主要國家
  • 市場機會:各地區

成長要素·課題·趨勢

  • 市場成長要素
  • 數量成長要素 - 需求主導的成長
  • 數量成長要素 - 供給主導的成長
  • 數量成長要素 - 外部要素
  • 數量的成長要素-需求轉移到鄰近市場
  • 價格成長要素 - 通貨膨脹
  • 價格上升要素-從低價格單位轉變到高價格單位
  • 市場課題
  • 市場趨勢

業者情勢

  • 概要
  • 創造性破壞狀況

供應商分析

  • 交易廠商
  • 供應商的市場定位
  • 8x8 Inc.
  • ALE International
  • Aspect Software Inc.
  • Avaya Holdings Corp.
  • Cisco Systems Inc.
  • Enghouse Systems Ltd.
  • Five9 Inc.
  • Genesys Telecommunications Laboratories Inc.
  • Mitel Networks Corp.
  • 日本電氣(NEC)

附錄

  • 報告範圍
  • 美金的貨幣換算比率
  • 調查方法
  • 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: IRTNTR40477

Technavio has been monitoring the global contact center market and it is poised to grow by USD 5.99 bn during 2020-2024, progressing at a CAGR of 9% during the forecast period. Our reports on global contact center market provides a holistic analysis, market size and forecast, trends, growth drivers, and challenges, as well as vendor analysis covering around 25 vendors.

The report offers an up-to-date analysis regarding the current global market scenario, latest trends and drivers, and the overall market environment. The market is driven by rising adoption of cloud-based contact centers.In addition, integration of chatbots for better turnaround times is anticipated to boost the growth of the global contact center market as well.

Market Segmentation

Technavio's global contact center market is segmented as below:

Type:

  • Voice-based
  • Text-based
  • Social Media-based

Deployment:

  • Cloud-based
  • On-premises

Geographic segmentation

  • APAC
  • Europe
  • MEA
  • North America
  • South America

Key Trends for global contact center market growth

This study identifies integration of chatbots for better turnaround times as the prime reasons driving the global contact center market growth during the next few years.

Prominent vendors in global contact center market

We provide a detailed analysis of around 25 vendors operating in the global contact center market, including some of the vendors such as 8x8 Inc., ALE International, Aspect Software Inc., Avaya Holdings Corp., Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecommunications Laboratories Inc., Mitel Networks Corp. and NEC Corp. .

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market and vendor landscape in addition to an analysis of the key vendors.

Technavio presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters such as profit, pricing, competition, and promotions. It presents various market facets by identifying the key industry influencers. The data presented is comprehensive, reliable, and a result of extensive research - both primary and secondary. Technavio's market research reports provide a complete competitive landscape and an in-depth vendor selection methodology and analysis using qualitative and quantitative research to forecast an accurate market growth.

Table of Contents

Executive Summary

  • Market Overview

Market Landscape

  • Market ecosystem
  • Value chain analysis

Market Sizing

  • Market definition
  • Market segment analysis
  • Market size 2019
  • Market outlook: Forecast for 2019 - 2024

Five Forces Analysis

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

Market Segmentation by Type

  • Market segments
  • Comparison by Type placement
  • Voice-based - Market size and forecast 2019-2024
  • Text-based - Market size and forecast 2019-2024
  • Social media-based - Market size and forecast 2019-2024
  • Market opportunity by Type

Market Segmentation by Deployment

  • Market segments
  • Comparison by Deployment placement
  • Market opportunity by Deployment

Customer landscape

  • Overview

Geographic Landscape

  • Geographic segmentation
  • Geographic comparison
  • APAC - Market size and forecast 2019-2024
  • North America - Market size and forecast 2019-2024
  • Europe - Market size and forecast 2019-2024
  • South America - Market size and forecast 2019-2024
  • MEA - Market size and forecast 2019-2024
  • Key leading countries
  • Market opportunity by geography

Drivers, Challenges, and Trends

  • Market drivers
  • Volume driver - Demand led growth
  • Volume driver - Supply led growth
  • Volume driver - External factors
  • Volume driver - Demand shift in adjacent markets
  • Price driver - Inflation
  • Price driver - Shift from lower to higher priced units
  • Market challenges
  • Market trends

Vendor Landscape

  • Overview
  • Vendor landscape
  • Landscape disruption

Vendor Analysis

  • Vendors covered
  • Market positioning of vendors
  • 8x8 Inc.
  • ALE International
  • Aspect Software Inc.
  • Avaya Holdings Corp.
  • Cisco Systems Inc.
  • Enghouse Systems Ltd.
  • Five9 Inc.
  • Genesys Telecommunications Laboratories Inc.
  • Mitel Networks Corp.
  • NEC Corp.

Appendix

  • Scope of the report
  • Currency conversion rates for US$
  • Research methodology
  • List of abbreviations

List of Exhibits:

  • 1.Key Finding 1
  • 2.Key Finding 2
  • 3.Key Finding 3
  • 4.Key Finding 4
  • 5.Key Finding 5
  • 6.Key Finding 6
  • 7.Key Finding 7
  • 8.Key Finding 8
  • 9.Market in focus
  • 10.Parent market
  • 11.Market characteristics
  • 12.Product / Service portfolio of key vendors included in the market definition
  • 13.Market segments
  • 14.Global - Market size and forecast 2019 - 2024 ($ billion)
  • 15.Global market: Year-over-year growth 2019 - 2024 (%)
  • 16.Five forces analysis 2019 & 2024
  • 17.Bargaining power of buyers
  • 18.Bargaining power of suppliers
  • 19.Threat of new entrants
  • 20.Threat of substitutes
  • 21.Threat of rivalry
  • 22.Market condition - Five forces 2019
  • 23.Type placement - Market share 2019-2024 (%)
  • 24.Comparison by Type placement
  • 25.Voice-based - Market size and forecast 2019-2024 ($ billion)
  • 26.Voice-based - Year-over-year growth 2019-2024 (%)
  • 27.Text-based - Market size and forecast 2019-2024 ($ billion)
  • 28.Text-based - Year-over-year growth 2019-2024 (%)
  • 29.Social media-based - Market size and forecast 2019-2024 ($ billion)
  • 30.Social media-based - Year-over-year growth 2019-2024 (%)
  • 31. Market opportunity by Type
  • 32.Deployment placement - Market share 2019-2024 (%)
  • 33.Comparison by Deployment placement
  • 34. Market opportunity by Deployment
  • 35.Customer landscape
  • 36.Market share by geography 2019-2024 (%)
  • 37.Geographic comparison
  • 38.APAC - Market size and forecast 2019-2024 ($ billion)
  • 39.APAC - Year-over-year growth 2019-2024 (%)
  • 40.North America - Market size and forecast 2019-2024 ($ billion)
  • 41.North America - Year-over-year growth 2019-2024 (%)
  • 42.Europe - Market size and forecast 2019-2024 ($ billion)
  • 43.Europe - Year-over-year growth 2019-2024 (%)
  • 44.South America - Market size and forecast 2019-2024 ($ billion)
  • 45.South America - Year-over-year growth 2019-2024 (%)
  • 46.MEA - Market size and forecast 2019-2024 ($ billion)
  • 47.MEA - Year-over-year growth 2019-2024 (%)
  • 48.Key leading countries
  • 49.Market opportunity by geography ($ billion)
  • 50.Impact of drivers
  • 51.Impact of challenges
  • 52.Landscape disruption
  • 53.Industry risks
  • 54.Vendors covered
  • 55.Market positioning of vendors
  • 56.8x8 Inc. - Overview (1/3)
  • 57.8x8 Inc. - Overview (2/3)
  • 58.8x8 Inc. - Overview (3/3)
  • 59.8x8 Inc. - Product and service
  • 60.8x8 Inc. - Key offerings
  • 61.8x8 Inc. - Key customers
  • 62.8x8 Inc. - Segment focus
  • 63.ALE International - Overview (1/3)
  • 64.ALE International - Overview (2/3)
  • 65.ALE International - Overview (3/3)
  • 66.ALE International - Product and service
  • 67.ALE International - Key offerings
  • 68.ALE International - Key customers
  • 69.ALE International - Segment focus
  • 70.Aspect Software Inc. - Overview (1/3)
  • 71.Aspect Software Inc. - Overview (2/3)
  • 72.Aspect Software Inc. - Overview (3/3)
  • 73.Aspect Software Inc. - Product and service
  • 74.Aspect Software Inc. - Key offerings
  • 75.Aspect Software Inc. - Key customers
  • 76.Aspect Software Inc. - Segment focus
  • 77.Avaya Holdings Corp. - Overview (1/3)
  • 78.Avaya Holdings Corp. - Overview (2/3)
  • 79.Avaya Holdings Corp. - Overview (3/3)
  • 80.Avaya Holdings Corp. - Business segments
  • 81.Avaya Holdings Corp. - Key offerings
  • 82.Avaya Holdings Corp. - Key customers
  • 83.Avaya Holdings Corp. - Segment focus
  • 84.Cisco Systems Inc. - Overview (1/3)
  • 85.Cisco Systems Inc. - Overview (2/3)
  • 86.Cisco Systems Inc. - Overview (3/3)
  • 87.Cisco Systems Inc. - Business segments
  • 88.Cisco Systems Inc. - Key offerings
  • 89.Cisco Systems Inc. - Key customers
  • 90.Cisco Systems Inc. - Segment focus
  • 91.Enghouse Systems Ltd. - Overview (1/3)
  • 92.Enghouse Systems Ltd. - Overview (2/3)
  • 93.Enghouse Systems Ltd. - Overview (3/3)
  • 94.Enghouse Systems Ltd. - Business segments
  • 95.Enghouse Systems Ltd. - Key offerings
  • 96.Enghouse Systems Ltd. - Key customers
  • 97.Enghouse Systems Ltd. - Segment focus
  • 98.Five9 Inc. - Overview (1/3)
  • 99.Five9 Inc. - Overview (2/3)
  • 100.Five9 Inc. - Overview (3/3)
  • 101.Five9 Inc. - Product and service
  • 102.Five9 Inc. - Key offerings
  • 103.Five9 Inc. - Key customers
  • 104.Five9 Inc. - Segment focus
  • 105.Genesys Telecommunications Laboratories Inc. - Overview (1/3)
  • 106.Genesys Telecommunications Laboratories Inc. - Overview (2/3)
  • 107.Genesys Telecommunications Laboratories Inc. - Overview (3/3)
  • 108.Genesys Telecommunications Laboratories Inc. - Product and service
  • 109.Genesys Telecommunications Laboratories Inc. - Key offerings
  • 110.Genesys Telecommunications Laboratories Inc. - Key customers
  • 111.Genesys Telecommunications Laboratories Inc. - Segment focus
  • 112.Mitel Networks Corp. - Overview (1/3)
  • 113.Mitel Networks Corp. - Overview (2/3)
  • 114.Mitel Networks Corp. - Overview (3/3)
  • 115.Mitel Networks Corp. - Product and service
  • 116.Mitel Networks Corp. - Key offerings
  • 117.Mitel Networks Corp. - Key customers
  • 118.Mitel Networks Corp. - Segment focus
  • 119.NEC Corp. - Overview (1/3)
  • 120.NEC Corp. - Overview (2/3)
  • 121.NEC Corp. - Overview (3/3)
  • 122.NEC Corp. - Business segments
  • 123.NEC Corp. - Key offerings
  • 124.NEC Corp. - Key customers
  • 125.NEC Corp. - Segment focus
  • 126.Currency conversion rates for US$
  • 127.Research Methodology
  • 128.Validation techniques employed for market sizing
  • 129.Information sources
  • 130.List of abbreviations