表紙
市場調查報告書

客服中心解決方案的全球市場:2020年∼2024年

Contact Center Solutions Market by Deployment, Type, and Geography - Forecast and Analysis 2020-2024

出版商 TechNavio (Infiniti Research Ltd.) 商品編碼 916574
出版日期 內容資訊 英文 163 Pages
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價格
客服中心解決方案的全球市場:2020年∼2024年 Contact Center Solutions Market by Deployment, Type, and Geography - Forecast and Analysis 2020-2024
出版日期: 2019年10月26日內容資訊: 英文 163 Pages
簡介

全球客服中心解決方案市場上,雲端基礎的客服中心解決方案的採用,跨渠道策略的需求,及削減運用成本的自動化需求等的增加成為成長促進因素,在預測期間內預計將以9%以上的年複合成長率擴大。但,與舊有系統的整合問題,雲端解決方案相關的安全問題,及由於高離職率需要持續訓練客服中心員工等要素,可能妨礙在預測期間內客服中心解決方案產業的成長。

本報告提供全球客服中心解決方案市場調查分析,市場規模及成長率,市場趨勢,市場的推動要素與課題,市場機會驗證,再加上主要供應商等相關的系統性資訊。

目錄

第1章 摘要整理

第2章 調查範圍

  • 簡介1
  • 簡介2
  • 美金的貨幣換算比率

第3章 市場情形

  • 市場生態系統
  • 市場特徵
  • 市場區隔分析

第4章 市場規模

  • 市場定義
  • 市場規模(2019年)
  • 市場規模及預測(2019年∼2024年)

第5章 波特的五力分析

  • 買主談判力
  • 供應商談判力
  • 新加入廠商的威脅
  • 替代品的威脅
  • 競爭對手的威脅
  • 市場情況

第6章 市場區隔:各部署

  • 市場區隔:各部署
  • 各部署比較:市場規模及預測(2019年∼2024年)
  • 內部部署
  • 雲端基礎
  • 市場機會:各部署

第7章 客戶形勢

第8章 市場區隔:各類型

  • 市場區隔:各類型
  • 各類型比較:市場規模及預測(2019年∼2024年)
  • 語音
  • 文本
  • 社群
  • 市場機會:各類型

第9章 各地區形勢

  • 各地區市場區隔
  • 各地區比較:市場規模及預測(2019年∼2024年)
  • 北美
  • 亞太地區
  • 歐洲
  • 南美
  • 中東、非洲地區
  • 主要國家
  • 市場機會

第10章 決策架構

第11章 成長要素與課題

  • 市場成長要素
  • 市場課題

第12章 市場趨勢

  • 市場參與者間的策略性聯盟與收購
  • 客服中心的分析解決方案的使用增加
  • 作為聯絡手段的社群媒體流通管道的崛起

第13章 業者情勢

  • 概要
  • 創造性破壞狀況
  • 競爭方案

第14章 供應商分析

  • 交易廠商
  • 供應商分類
  • 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)

第15章 附錄

  • 調查方法
  • 簡稱的清單
  • 供應商的市場定位定義

第16章 關於TECHNAVIO

目錄
Product Code: IRTNTR40027

About this market

Technavio's contact center solutions market analysis considers sales from voice, text, and social types. Our study also finds the sales of contact center solutions in APAC, Europe, North America, South America, and MEA. In 2019, the voice segment had a significant market share, and this trend is expected to continue over the forecast period. Factors such as the availability of advanced solutions such as IVR, ACD, CTI, and call recording will play a significant role in the voice segment to maintain its market position. Also, our global contact center solutions market report looks at factors such as increase in adoption of cloud-based contact center solutions, demand for cross-channel strategies, and demand for automation to reduce operational cost. However, integration issues with legacy systems, security issues associated with cloud solutions, and constant need to train contact center employees due to high attrition rate may hamper the growth of the contact center solutions industry over the forecast period.

Overview

Increase in the adoption of cloud-based contact center solutions

Cloud-based contact center solutions allow organizations to carry out customer communications virtually, through voice, email, or social media channels. Cloud-based contact center solutions also offer enterprises the flexibility to quickly adapt to changing business needs. Owing to such benefits, the demand for cloud-based contact center solutions has increased over recent years. This is encouraging vendors to launch new cloud-based contact center solutions to cater to the growing demand from enterprises, which will lead to the expansion of the global contact center solutions market at a CAGR of over 9% during the forecast period.

Increasing use of analytics solutions in contact centers

With the adoption of advanced technologies, such as cloud solutions, contact center organizations have started using analytics tools such as Al and big data to gain insights from the generated data and improve customer service experience. Contact centers offer services to enterprises during the sales and service phase of their customer relationship operations. Contact center organizations handle high volumes of such queries daily and often face issues in handling the queries efficiently.AI and ML-based solutions such as natural language generation (NLG), dialog state tracking (DST), and natural language processing (NLP) are being widely used by contact center organizations to improve the performance of agents. This development is expected to have a positive impact on the overall market growth.

For the detailed list of factors that will drive the global contact center solutions market during the forecast period 2020-2024, view our report.

Competitive Landscape

With the presence of several major players, the global contact center solutions market is fragmented. Technavio's robust vendor analysis is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading contact center solutions manufacturers, that include 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.

Also, the contact center solutions market analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage on all forthcoming growth opportunities.

TABLE OF CONTENTS

PART 01: EXECUTIVE SUMMARY

PART 02: SCOPE OF THE REPORT

  • 2.1 Preface
  • 2.2 Preface
  • 2.3 Currency conversion rates for US$

PART 03: MARKET LANDSCAPE

  • Market ecosystem
  • Market characteristics
  • Market segmentation analysis

PART 04: MARKET SIZING

  • Market definition
  • Market sizing 2019
  • Market size and forecast 2019-2024

PART 05: FIVE FORCES ANALYSIS

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

PART 06: MARKET SEGMENTATION BY DEPLOYMENT

  • Market segmentation by deployment
  • Comparison by deployment
  • On-premises - Market size and forecast 2019-2024
  • Cloud-based - Market size and forecast 2019-2024
  • Market opportunity by deployment

PART 07: CUSTOMER LANDSCAPE

PART 08: MARKET SEGMENTATION BY TYPE

  • Market segmentation by type
  • Comparison by type
  • Voice - Market size and forecast 2019-2024
  • Text - Market size and forecast 2019-2024
  • Social - Market size and forecast 2019-2024
  • Market opportunity by type

PART 09: GEOGRAPHIC LANDSCAPE

  • Geographic segmentation
  • Geographic comparison
  • North America - Market size and forecast 2019-2024
  • APAC - 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

PART 10: DECISION FRAMEWORK

PART 11: DRIVERS AND CHALLENGES

  • Market driver
  • Market challenges

PART 12: MARKET TRENDS

  • Strategic partnerships and acquisitions among market participants
  • Increasing use of analytics solutions in contact centers
  • Rise of social media channels as medium of contact

PART 13: VENDOR LANDSCAPE

  • Overview
  • Landscape disruption
  • Competitive scenario

PART 14: VENDOR ANALYSIS

  • Vendors covered
  • Vendor classification
  • 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.

PART 15: APPENDIX

  • Research methodology
  • List of abbreviations
  • Definition of market positioning of vendors

PART 16: EXPLORE TECHNAVIO

LIST OF EXHIBITS:

  • Exhibit 01: Vendors: Key offerings
  • Exhibit 02: Global information technology spending market
  • Exhibit 03: Segments of global information technology spending market
  • Exhibit 04: Market characteristics
  • Exhibit 05: Market segments
  • Exhibit 06: Market definition - Inclusions and exclusions checklist
  • Exhibit 07: Market size 2019
  • Exhibit 08: Global market: Size and forecast 2019-2024 ($ billions)
  • Exhibit 09: Global market: Year-over-year growth 2020-2024 (%)
  • Exhibit 10: Five forces analysis 2019
  • Exhibit 11: Five forces analysis 2024
  • 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 2019
  • Exhibit 18: Deployment - Market share 2019-2024 (%)
  • Exhibit 19: Comparison by deployment
  • Exhibit 20: On-premises - Market size and forecast 2019-2024 ($ billions)
  • Exhibit 21: On-premises - Year-over-year growth 2020-2024 (%)
  • Exhibit 22: Cloud-based - Market size and forecast 2019-2024 ($ billions)
  • Exhibit 23: Cloud-based - Year-over-year growth 2020-2024 (%)
  • Exhibit 24: Market opportunity by deployment
  • Exhibit 25: Customer landscape
  • Exhibit 26: Type - Market share 2019-2024 (%)
  • Exhibit 27: Comparison by type
  • Exhibit 28: Voice - Market size and forecast 2019-2024 ($ billions)
  • Exhibit 29: Voice - Year-over-year growth 2020-2024 (%)
  • Exhibit 30: Text - Market size and forecast 2019-2024 ($ billions)
  • Exhibit 31: Text - Year-over-year growth 2020-2024 (%)
  • Exhibit 32: Social - Market size and forecast 2019-2024 ($ billions)
  • Exhibit 33: Social - Year-over-year growth 2020-2024 (%)
  • Exhibit 34: Market opportunity by type
  • Exhibit 35: Market share by geography 2019-2024 (%)
  • Exhibit 36: Geographic comparison
  • Exhibit 37: North America - Market size and forecast 2019-2024 ($ billions)
  • Exhibit 38: North America - Year-over-year growth 2020-2024 (%)
  • Exhibit 39: APAC - Market size and forecast 2019-2024 ($ billions)
  • Exhibit 40: APAC - Year-over-year growth 2020-2024 (%)
  • Exhibit 41: Europe - Market size and forecast 2019-2024 ($ billions)
  • Exhibit 42: Europe - Year-over-year growth 2020-2024 (%)
  • Exhibit 43: South America - Market size and forecast 2019-2024 ($ billions)
  • Exhibit 44: South America - Year-over-year growth 2020-2024 (%)
  • Exhibit 45: MEA - Market size and forecast 2019-2024 ($ billions)
  • Exhibit 46: MEA - Year-over-year growth 2020-2024 (%)
  • Exhibit 47: Key leading countries
  • Exhibit 48: Market opportunity
  • Exhibit 49: Impact of drivers and challenges
  • Exhibit 50: Vendor landscape
  • Exhibit 51: Landscape disruption
  • Exhibit 52: Vendors covered
  • Exhibit 53: Vendor classification
  • Exhibit 54: Market positioning of vendors
  • Exhibit 55: 8x8 Inc. - Vendor overview
  • Exhibit 56: 8x8 Inc. - Business segments
  • Exhibit 57: 8x8 Inc. - Organizational developments
  • Exhibit 58: 8x8 Inc. - Geographic focus
  • Exhibit 59: 8x8 Inc. - Key offerings
  • Exhibit 60: ALE International - Vendor overview
  • Exhibit 61: ALE International - Product segments
  • Exhibit 62: ALE International - Organizational developments
  • Exhibit 63: ALE International - Key offerings
  • Exhibit 64: Aspect Software Inc. - Vendor overview
  • Exhibit 65: Aspect Software Inc. - Business segments
  • Exhibit 66: Aspect Software Inc. - Organizational developments
  • Exhibit 67: Aspect Software Inc. - Key offerings
  • Exhibit 68: Avaya Holdings Corp. - Vendor overview
  • Exhibit 69: Avaya Holdings Corp. - Business segments
  • Exhibit 70: Avaya Holdings Corp. - Organizational developments
  • Exhibit 71: Avaya Holdings Corp. - Geographic focus
  • Exhibit 72: Avaya Holdings Corp. - Segment focus
  • Exhibit 73: Avaya Holdings Corp. - Key offerings
  • Exhibit 74: Cisco Systems Inc. - Vendor overview
  • Exhibit 75: Cisco Systems Inc. - Business segments
  • Exhibit 76: Cisco Systems Inc. - Organizational developments
  • Exhibit 77: Cisco Systems Inc. - Geographic focus
  • Exhibit 78: Cisco Systems Inc. - Segment focus
  • Exhibit 79: Cisco Systems Inc. - Key offerings
  • Exhibit 80: Enghouse Systems Ltd. - Vendor overview
  • Exhibit 81: Enghouse Systems Ltd. - Business segments
  • Exhibit 82: Enghouse Systems Ltd. - Organizational developments
  • Exhibit 83: Enghouse Systems Ltd. - Geographic focus
  • Exhibit 84: Enghouse Systems Ltd. - Segment focus
  • Exhibit 85: Enghouse Systems Ltd. - Key offerings
  • Exhibit 86: Five9 Inc. - Vendor overview
  • Exhibit 87: Five9 Inc. - Business segments
  • Exhibit 88: Five9 Inc. - Organizational developments
  • Exhibit 89: Five9 Inc. - Geographic focus
  • Exhibit 90: Five9 Inc. - Key offerings
  • Exhibit 91: Genesys Telecommunications Laboratories Inc. - Vendor overview
  • Exhibit 92: Genesys Telecommunications Laboratories Inc. - Business segments
  • Exhibit 93: Genesys Telecommunications Laboratories Inc. - Organizational developments
  • Exhibit 94: Genesys Telecommunications Laboratories Inc. - Key offerings
  • Exhibit 95: Mitel Networks Corp. - Vendor overview
  • Exhibit 96: Mitel Networks Corp. - Business segments
  • Exhibit 97: Mitel Networks Corp. - Organizational developments
  • Exhibit 98: Mitel Networks Corp. - Key offerings
  • Exhibit 99: NEC Corp. - Vendor overview
  • Exhibit 100: NEC Corp. - Business segments
  • Exhibit 101: NEC Corp. - Organizational developments
  • Exhibit 102: NEC Corp. - Geographic focus
  • Exhibit 103: NEC Corp. - Segment focus
  • Exhibit 104: NEC Corp. - Key offerings
  • Exhibit 105: Validation techniques employed for market sizing
  • Exhibit 106: Definition of market positioning of vendors