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市場調査レポート

コンタクトセンター・サービスの世界市場 (種類別、用途別、地域別):動向分析、企業別市場シェア、将来予測 (2015~2025年)

Global Contact Center Service Market by Type, by Application, By Region ; Trend Analysis, Competitive Market Share & Forecast, 2015-2025

発行 Blueweave Consulting & Research Private Limited 商品コード 924239
出版日 ページ情報 英文 125 Pages
納期: 即日から翌営業日
価格
本日の銀行送金レート: 1USD=108.49円で換算しております。
コンタクトセンター・サービスの世界市場 (種類別、用途別、地域別):動向分析、企業別市場シェア、将来予測 (2015~2025年) Global Contact Center Service Market by Type, by Application, By Region ; Trend Analysis, Competitive Market Share & Forecast, 2015-2025
出版日: 2019年12月23日 ページ情報: 英文 125 Pages
概要

世界のコンタクトセンター・サービスの市場規模は、2018年に156億4千万米ドル、2025年には353億2000万米ドルと、14.8%のCAGRで増大していく、と予測されています。

当レポートでは、世界のコンタクトセンター・サービス市場について分析し、市場の基本構造や促進・抑制要因、市場全体および種類別・用途別・地域別の動向見通し (過去5年間・今後7年間分)、市場戦略の傾向と事例、主要企業のプロファイルなどについて調査しております。

第1章 分析のフレームワーク

第2章 調査方法

第3章 エグゼクティブサマリー

第4章 世界のコンタクトセンター・サービス市場:産業分析

  • DROC分析 (促進要因・抑制要因・機会・脅威)
  • 技術環境
  • 規制枠組み
  • 企業別市場シェア (2019年)
  • ポーターのファイブフォース分析
  • 戦略展望

第5章 世界のコンタクトセンター・サービス市場:概要

  • 市場規模とその予測 (2016~2026年)
    • 金額ベース
    • 展開方式別
    • 企業規模別
    • 用途別
    • 地域別

第6章 北米のコンタクトセンター・サービス市場:概要

  • 市場規模とその予測 (2016~2026年)
    • 展開方式別
    • 企業規模別
    • 用途別
    • 国別

第7章 欧州のコンタクトセンター・サービス市場:概要

第8章 アジア太平洋地域のコンタクトセンター・サービス市場:概要

第9章 欧州のコンタクトセンター・サービス市場:概要

第10章 中東・アフリカのコンタクトセンター・サービス市場:概要

第11章 会社概要(企業概要、財務マトリックス、主要製品環境、企業役員、主な競合企業、コンタクト情報、SWOT分析、企業戦略の見通し)

  • 3CLogic
  • 8x8
  • Alcatel-Lucent Enterprise
  • Ameyo
  • Aspect Software
  • Avaya
  • BT
  • Cisco
  • Enghouse Interactive
  • Fenero
  • Five9
  • Genesys
  • Huawei
  • IBM
  • Mitel
  • 日本電気
  • NICE
  • Oracle
  • RingCentral
  • SAP
  • Solgari
  • Topdown
  • Unify
  • Verizon
  • Vocalcom
  • West Corporation
  • その他の有力企業
目次
Product Code: BWC19355

According to BlueWeave Consulting, the Global Contact Center Service Market is expected to grow at a significant rate during the forecast period. The global contact center software market size was valued at approximately at USD 15.64 billion in the year 2018 and is estimated to reach the valuation of USD 35.32 billion by the year 2025, by growing at a Compound Annual Growth Rate (CAGR) of 14.8% during the forecast period 2019- 2025. The market is growing due to various factors. As per the report, one of the significant drivers for this market is rising reception of cloud-based contact centers. A cloud-based contact center is a product as-a-service (SaaS) that is sent, put away, and accurately intended for cloud arrangements. Endeavors can utilize this administration on membership, where they are charged on a pay-more only as costs arise premise (they are charged by the merchants just for the administration they have benefited). Cloud-based contact focuses are adaptable as they can rapidly adjust to the changing industry needs and can be incorporated with outsider applications through open application programming interface (API) systems.

Further, the report expresses that one of the main considerations preventing the development of this market is the inability to accomplish an ASA. The greatest test looked by inbound and mixed contact focuses is to accomplish a foreordained normal speed of answer (ASA). An ASA is the key execution pointer for cloud-based contact centers, which helps directors in evaluating their group's presentation and the effectiveness of their guests. An ASA incorporates the measure of time a client holds up in the line and time the specialist's telephone is ringing. Be that as it may, it does exclude the time taken for clients to explore through IVR. Contact centers should utilize workforce the board (WFM) answers for a deal with their assets so they can meet the ideal ASA and administration levels. Inferable from the developing client desires for better administrations, this issue is a colossal test for the merchants of contact centers.

The cloud-based section from the type section holds a major share in the Global Contact Center Service Market during the forecast period

Expanded reception of cloud-based contact center services has engaged the business organizations in reinforcing the security of clients' classified data through web security and brought together database. Moreover, cloud-based contact focus administrations give various client purpose of contact, which enable access to the fundamental information from anyplace and whenever over the globe. With the challenge of strengthening throughout the years, it has become essential for associations to keep up steady and predictable associations with their clients and guarantee client reliability. Different organizations are widely receiving contact focus programming to improve consumer loyalty levels and their experience over the request call.

The Asia Pacific region holds a lion's share in the Global Contact Center Service Market during the forecast period

Asia Pacific is anticipated to observe significant development and reach USD 10,487.0 million by the year 2025, attributable to the quick digitization and industrialization activities embraced by the administration in this district. Interest for contact focus programming and administrations in the retail portion is driven by the rising need among associations to guarantee the fulfillment of clients and conquer difficulties engaged with client maintenance forms. Specialized progressions in correspondence and coordinated effort application brings about an expanded interest in preparing and counseling administrations, as experts and clients are required to be prepared to comprehend and get information about new applications.

Global Contact Center Service Market: Competitive Insight

The major players in the Global Contact Center Service Market include prominent names like Teleperformance, Alorica, Convergys, Atento S.A, Sykes Enterprises, Arvato, Serco Group, Acticall (Sitel), Transcom, TeleTech, Concentrix (SYNNEX), HKT Teleservices, Comdata Group, among others.

Table of Contents

1. Research Framework

  • 1.1. Research Objective
  • 1.2. Product Overview
  • 1.3. Market Segmentation

2. Research Methodology

  • 2.1. Qualitative Research
    • 2.1.1. Primary & Secondary Sources
  • 2.2. Quantitative Research
    • 2.2.1. Primary & Secondary Sources
  • 2.3. Breakdown of Primary Research Respondents
    • 2.3.1. Secondary Research
    • 2.3.2. Primary Research
  • 2.4. Breakdown of Primary Research Respondents, By Industry Participants
  • 2.5. Market Size Estimation
  • 2.6. Assumption for the Study
  • 2.7. Market Breakdown & Data Triangulation

3. Executive Summary

4. Global Contact Center Service Market - Industry Insights

  • 4.1. DROC Analysis
    • 4.1.1. Growth Drivers
    • 4.1.2. Restraints
    • 4.1.3. Opportunities
    • 4.1.4. Challenges
  • 4.2. Technological Advancement
  • 4.3. Regulatory Framework
  • 4.4. Company Market Share Analysis, 2019
  • 4.5. Porter's Five Forces Analysis
  • 4.6. Strategic Outlook

5. Global Contact Center Service Market Overview

  • 5.1. Market Size & Forecast, 2016-2026
    • 5.1.1. By Value (USD Million)
    • 5.1.2. By Deployment Type
      • 5.1.2.1. Cloud
      • 5.1.2.2. On-Premises
    • 5.1.3. By Organization Size
      • 5.1.3.1. Large Enterprises
      • 5.1.3.2. Small and Medium-sized Enterprises (SMEs)
    • 5.1.4. By Application Type
      • 5.1.4.1. Telecommunication
      • 5.1.4.2. BFSI
      • 5.1.4.3. Government and Public Sector
      • 5.1.4.4. Healthcare and Life Sciences
      • 5.1.4.5. Retail and Consumer Goods
      • 5.1.4.6. Others
    • 5.1.5. By Region
      • 5.1.5.1. North America
      • 5.1.5.2. Europe
      • 5.1.5.3. Asia-Pacific
      • 5.1.5.4. Latin America
      • 5.1.5.5. Middle East & Africa

6. North America Contact Center Service Market Overview

    • 6.1.1. Market Size & Forecast (USD Million) 2016-2026
    • 6.1.2. By Deployment Type
    • 6.1.3. By Organization Size
    • 6.1.4. By Application
    • 6.1.5. By Country
      • 6.1.5.1. United States
      • 6.1.5.2. Canada

7. Europe Contact Center Service Market Overview

    • 7.1.1. Market Size & Forecast (USD Million) 2016-2026
    • 7.1.2. By Deployment Type
    • 7.1.3. By Organization Size
    • 7.1.4. By Application
    • 7.1.5. By Country
      • 7.1.5.1. United Kingdom
      • 7.1.5.2. Germany
      • 7.1.5.3. France

8. Asia -Pacific Contact Center Service Market Overview

    • 8.1.1. Market Size & Forecast (USD Million) 2016-2026
    • 8.1.2. By Deployment Type
    • 8.1.3. By Organization Size
    • 8.1.4. By Application
    • 8.1.5. By Country
      • 8.1.5.1. China
      • 8.1.5.2. Japan
      • 8.1.5.3. India
      • 8.1.5.4. South Korea

9. Latin America Contact Center Service Market Overview

    • 9.1.1. Market Size & Forecast (USD Million) 2016-2026
    • 9.1.2. By Deployment Type
    • 9.1.3. By Organization Size
    • 9.1.4. By Application
    • 9.1.5. By Country
      • 9.1.5.1. Brazil
      • 9.1.5.2. Mexico
      • 9.1.5.3. Rest of Latin America

10.Middle East & Africa Contact Center Service Market Overview

    • 10.1.1. Market Size & Forecast (USD Million) 2016-2026
    • 10.1.2. By Deployment Type
    • 10.1.3. By Organization Size
    • 10.1.4. By Application
    • 10.1.5. By Country
      • 10.1.5.1. Saudi Arabia
      • 10.1.5.2. UAE
      • 10.1.5.3. South Africa

11.Company Profiles (Company Overview, Financial Matrix, Key Product landscape, Key Personnel, Key Competitors, Contact Address, and Strategic Outlook) *

  • 11.1. 3CLogic
  • 11.2. 8x8
  • 11.3. Alcatel-Lucent Enterprise
  • 11.4. Ameyo
  • 11.5. Aspect Software
  • 11.6. Avaya
  • 11.7. BT
  • 11.8. Cisco
  • 11.9. Enghouse Interactive
  • 11.10. Fenero
  • 11.11. Five9
  • 11.12. Genesys
  • 11.13. Huawei
  • 11.14. IBM
  • 11.15. Mitel
  • 11.16. NEC
  • 11.17. NICE
  • 11.18. Oracle
  • 11.19. RingCentral
  • 11.20. SAP
  • 11.21. Solgari
  • 11.22. Topdown
  • 11.23. Unify
  • 11.24. Verizon
  • 11.25. Vocalcom
  • 11.26. West Corporation
  • 11.27. Other Prominent Players