表紙:CBCCI (クラウドコンタクトセンターインフラ)/CCaaS (Contact Center as a Service) の製品・市場の分析 (2022年~2023年)
市場調査レポート
商品コード
1168236

CBCCI (クラウドコンタクトセンターインフラ)/CCaaS (Contact Center as a Service) の製品・市場の分析 (2022年~2023年)

2022 - 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report

出版日: | 発行: DMG Consulting LLC | ページ情報: 英文 | 納期: 即日から翌営業日

価格
価格表記: USDを日本円(税抜)に換算
本日の銀行送金レート: 1USD=150.28円
CBCCI (クラウドコンタクトセンターインフラ)/CCaaS (Contact Center as a Service) の製品・市場の分析 (2022年~2023年)
出版日: 2022年12月05日
発行: DMG Consulting LLC
ページ情報: 英文
納期: 即日から翌営業日
  • 全表示
  • 概要
  • 図表
  • 目次
概要

当レポートでは、世界のクラウドベースコンタクトセンターインフラ (CBCCI) およびCCaaS (Contact Center as a Service) の製品と市場について分析し、製品の概略と主な機能、市場規模・料金水準の動向見通し、ベンダー各社に対する顧客の満足度、主要企業のプロファイル、といった情報を取りまとめてお届けいたします。

分析概略:

  • 混雑する市場:大手ハイテク企業から超小規模ベンダーまで、200~300社ものCBCCI/CCaaSプロバイダーが参入し、より多くの「デスクトップ」を獲得しようと競い合っています。
  • 急速に変化する市場や企業ニーズに応えるクラウド技術:新世代のCCaaSソリューションは、柔軟性と最新の技術革新の恩恵を迅速に受ける機会を組織に提供します。
  • 強化型のエージェントUI (ユーザーインターフェース) によるオムニチャネルインタラクションのサポート:一つの画面の上で、エージェントは1つのチャネルから別のチャネルへ簡単に移動し、複数のインタラクションを同時に処理し、複雑化する業務をより強い権限で処理し、エンゲージメントを向上させ、より楽しく業務を遂行することができます。
  • 定量化可能な利点による導入促進:経済の不確実性に関わらず、CCaaSは生産性を向上させ、顧客・従業員体験も向上させるため、今後も力強いペースで導入が進むと思われます。

分析対象のCBCCI/CCaaSの主要・競合企業

  • 8x8
  • Alvaria
  • Avaya*
  • Cisco
  • Five9
  • LiveVox*
  • NICE CXone
  • Odigo*
  • Puzzel
  • Twilio
  • UJET

*新規参入企業です。

目次

第1章 エグゼクティブサマリー

第2章 イントロダクション

第3章 DMG Consultingの調査手法

第4章 クラウドベースコンタクトセンターインフラ (CBCCI):機能概要

  • CBCCIベンダーの機能とコンポーネント
  • ACD (着信呼自動分配装置)
  • 顧客関係管理 (CRM)

第5章 CBCCI/CCaaSの動向と課題

第6章 CBCCI市場のイノベーション

  • 製品の新機能
  • 新たな機能

第7章 コンタクトセンターの人工知能 (AI)

  • コンタクトセンターにおけるAIの重要な用途
    • 予測行動ルーティング
    • インタラクション分析
    • 転写
    • リアルタイムガイダンス
    • 知財管理
    • ロボットプロセスオートメーション

第8章 顧客体験 (CX) の再定義

  • デジタルファースト
  • オムニチャネル機能
  • インテリジェントセルフサービス
  • アウトバウンド
  • 計測・VoC (顧客の声)
  • カスタマージャーニー分析

第9章 優れたエージェントを関与・動機付け・維持する方法

  • 次世代型WFM (ワークフォース管理)
  • 分析対応QM (品質管理)
  • コンタクトセンターのパフォーマンス管理とゲーミフィケーション

第10章 ワークフォース最適化 (WFO)/ワークフォースエンゲージメント管理 (WEM):適切なツールセットによる従業員への権限付与

第11章 CBCCI/CCaaSの競合情勢

  • 市場力学の変化
  • 企業のスナップショット

第12章 高レベルCBCCIの技術的分析

  • スーパーバイザー・インターフェイス
  • エージェント・インターフェイス
  • 管理・プロビジョニング
  • 録音
  • セキュリティ・コンプライアンス
  • ビジネスインテリジェンス (BI)、分析、報告
  • データセンター、バックアップ、災害復旧 (DR)、事業継続性 (BC)

第13章 実装分析

  • サービスレベル契約

第14章 CBCCIベンダーの満足度の分析

  • 分析結果・概要:ベンダーのカテゴリー
    • ベンダーの満足度:カテゴリー別・顧客別
  • 分析結果・概要:製品の特徴
    • 製品の機能満足度、カテゴリ別および顧客別
  • 分析結果・概要:プラットフォームの機能
    • プラットフォーム機能の満足度 (カテゴリー別・顧客別)
  • 分析結果・概要:WFO/WEMの機能
    • WFO/WEM機能の満足度 (カテゴリー別・顧客別)
  • 顧客の背景と洞察
    • CBCCIソリューションがサポートするチャネル
    • CBCCIソリューションの利点:上位3~5項目
    • CBCCIの課題:上位3~5項目
    • 追加コメント

第15章 価格設定

  • 料金体系
  • 250シートの音声専用CBCCIソリューションの価格
  • 250シートのオムニチャネルCBCCIソリューションの価格
  • 250シートのデジタル専用CBCCIソリューションの価格

第16章 企業分析

  • 8x8, Inc.
  • Alvaria
  • Avaya Holdings Corp.
  • Cisco
  • Five9, Inc.
  • LiveVox, Inc.
  • NICE CXone
  • Odigo
  • Puzzel, Ltd.
  • Twilio, Inc.
  • UJET

付録:クラウドベースコンタクトセンターインフラ (CBCCI) ベンダーのディレクトリ

図表

Table of Figures

  • Figure 1: CBCCI Functional and Technical Building Blocks
  • Figure 2: Product Information
  • Figure 3: The Omni-Channel ACD
  • Figure 4.1: Automatic Call Distributor
  • Figure 4.2: Automatic Call Distributor
  • Figure 5: Customer Relationship Management
  • Figure 6.1: Customer Relationship Management
  • Figure 6.2: Customer Relationship Management
  • Figure 7: 2022 CBCCI/CCaaS Trends
  • Figure 8: 2022 CBCCI/CCaaS Challenges
  • Figure 9: New Product Features, by Vendor
  • Figure 10: Future Enhancements, by Category
  • Figure 11.1 Artificial Intelligence (AI) and Machine Learning (ML)
  • Figure 11.2 Artificial Intelligence (AI) and Machine Learning (ML)
  • Figure 12: Predictive Behavioral Routing
  • Figure 13: Standard Capabilities of a Full-Featured IA Solution
  • Figure 14.1: Interaction Analytics
  • Figure 14.2 Interaction Analytics
  • Figure 15: Transcription at Work
  • Figure 16.1 Transcription
  • Figure 16.2 Transcription
  • Figure 17: Real-Time Guidance in Action
  • Figure 18.1 Real-Time Guidance (RTG)/Next-Best-Action (NBA)
  • Figure 18.2: Real-Time Guidance (RTG)/Next-Best-Action (NBA)
  • Figure 19: Knowledge Management
  • Figure 20.1: Knowledge Management (KM)
  • Figure 20.2: Knowledge Management (KM)
  • Figure 21: Robotic Process Automation
  • Figure 22.1: Robotic Process Automation (RPA)
  • Figure 22.2: Robotic Process Automation (RPA)
  • Figure 23: Omnichannel Capabilities
  • Figure 24: The IVA: Self-Service Concierge
  • Figure 25: Virtual Assistant
  • Figure 26: IVA Development Studio
  • Figure 27.1: Intelligent Self-Service for Customers and Agents
  • Figure 27.2: Intelligent Self-Service for Customers and Agents
  • Figure 28.1: Outbound

Table of Figures

  • Figure 28.2: Outbound
  • Figure 29: Surveying/VoC
  • Figure 30.1: Surveying/Voice of the Customer (VoC)/CX
  • Figure 30.2: Surveying/Voice of the Customer (VoC)/CX
  • Figure 31: Customer Journey Analytics in Action
  • Figure 32.1: Customer Journey Analytics (CJA)
  • Figure 32.2: Customer Journey Analytics (CJA)
  • Figure 33: The Contact Center Workforce Challenge
  • Figure 34: What Contact Center Agents Want
  • Figure 35.1: Workforce Management
  • Figure 35.2: Workforce Management
  • Figure 36: Analytics-Enabled Quality Management
  • Figure 37.1: Analytics-Enabled Quality Management
  • Figure 37.2: Analytics-Enabled Quality Management
  • Figure 38: Contact Center Performance Management in Action
  • Figure 39.1: Contact Center Performance Management and Gamification
  • Figure 39.2: Contact Center Performance Management and Gamification
  • Figure 40: WFO/WEM Suite
  • Figure 41: Workforce Optimization (WFO)/Workforce Engagement Management (WEM) Capabilities
  • Figure 42: CBCCI/CCaaS Competitive Landscape
  • Figure 43.1: Company Information
  • Figure 43.2: Company Information
  • Figure 44.1: High-Level Technical Analysis
  • Figure 44.2: High-Level Technical Analysis
  • Figure 45.1: Supervisor Experience
  • Figure 45.2: Supervisor Experience
  • Figure 46.1: Agent Experience
  • Figure 46.2: Agent Experience
  • Figure 47.1: Administration and Provisioning
  • Figure 47.2: Administration and Provisioning
  • Figure 48.1: Recording
  • Figure 48.2: Recording
  • Figure 49.1: Security and Compliance Features
  • Figure 49.2: Security and Compliance Features
  • Figure 50.1: Business Intelligence, Reporting, and Dashboards
  • Figure 50.2: Business Intelligence, Reporting, and Dashboards
  • Figure 51.1: Data Center, Backup, Disaster Recovery (DR) and Business Continuity (BC)
  • Figure 51.2: Data Center, Backup, Disaster Recovery (DR) and Business Continuity (BC)
  • Figure 52.1: Implementation Analysis
  • Figure 52.2: Implementation Analysis
  • Figure 53.1: Service-Level Agreements (SLAs)
  • Figure 53.2: Service-Level Agreements (SLAs)
  • Figure 54: Customer Survey Rating Categories
  • Figure 55: Average Vendor Satisfaction Ratings, by Category
  • Figure 56: Product Satisfaction Ratings, by Customer
  • Figure 57: Implementation Satisfaction Ratings, by Customer
  • Figure 58: Professional Services Satisfaction Ratings, by Customer
  • Figure 59: Training Satisfaction Ratings, by Customer
  • Figure 60: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 61: System Upgrades Satisfaction Ratings, by Customer
  • Figure 62: Innovation Satisfaction Ratings, by Customer
  • Figure 63: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 64: Communication Satisfaction Ratings, by Customer
  • Figure 65: Ease of Doing Business with Vendor Satisfaction Ratings, by Customer
  • Figure 66: Product Pricing Satisfaction Ratings, by Customer
  • Figure 67: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 68: Average Product Features Satisfaction Ratings, by Category
  • Figure 69: Omnichannel Inbound Satisfaction Ratings, by Customer
  • Figure 70: Omnichannel Outbound and Campaign Management Satisfaction Ratings, by Customer
  • Figure 71: Customer-Facing IVA Self-Service Satisfaction Ratings, by Customer
  • Figure 72: Agent Facing VA Satisfaction Ratings, by Customer
  • Figure 73: CRM Satisfaction Ratings, by Customer
  • Figure 74: Supervisor Interface (UI/UX) Satisfaction Ratings, by Customer
  • Figure 75: Agent Unified Desktop and UX Satisfaction Ratings, by Customer
  • Figure 76: Remote/Work-at-Home Agent and Supervisor Capabilities Satisfaction Ratings, by Customer
  • Figure 77: Artificial Intelligence and Automation Satisfaction Ratings, by Customer
  • Figure 78: Business Intelligence, Analytics and Reporting Satisfaction Ratings, by Customer
  • Figure 79: Average Platform Features Satisfaction Ratings, by Category
  • Figure 80: System Administration/Provisioning and License Management Satisfaction Ratings, by Customer
  • Figure 81: System Security Satisfaction Ratings, by Customer
  • Figure 82: Regulatory Compliance Satisfaction Ratings, by Customer
  • Figure 83: System Scalability Satisfaction Ratings, by Customer
  • Figure 84: Platform Reliability Satisfaction Ratings, by Customer
  • Figure 85: Business Continuity/Disaster Recovery Satisfaction Ratings, by Customer
  • Figure 86: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 87: WFO/WEM Capabilities Satisfaction Ratings, by Category
  • Figure 88: Omnichannel Call and Screen Recording Satisfaction Ratings, by Customer
  • Figure 89: Analytics-Enabled Quality Management Satisfaction Ratings, by Customer
  • Figure 90: Surveying/Voice of the Customer Satisfaction Ratings, by Customer
  • Figure 91: Workforce Management Satisfaction Ratings, by Customer
  • Figure 92: Interaction Analytics Satisfaction Ratings, by Customer
  • Figure 93: Knowledge Management Satisfaction Ratings, by Customer
  • Figure 94: Robotic Process Automation Satisfaction Ratings, by Customer
  • Figure 95: Channels Supported by the CBCCI Vendors
  • Figure 96: Top 3 - 5 Benefits of the CBCCI Solution
  • Figure 97: Top 3 - 5 Challenges of the CBCCI Solution
  • Figure 98: Additional Comments about your Experience with the Vendor and/or Product.
  • Figure 99.1: Pricing Structure
  • Figure 99.2: Pricing Structure
  • Figure 100.1: Pricing for a 250-Seat Voice-Only CBCCI Solution
  • Figure 100.2: Pricing for a 250-Seat Voice-Only CBCCI Solution
  • Figure 101.1: Pricing for a 250-Seat Omnichannel CBCCI Solution
  • Figure 101.2: Pricing for a 250-Seat Omnichannel CBCCI Solution
  • Figure 102.1: Pricing for a 250-Seat Digital-Only CBCCI Solution
  • Figure 102.2: Pricing for a 250-Seat Digital-Only CBCCI Solution
目次

DMG Consulting LLC's fifteenth annual edition of the “Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report ” (formerly the Cloud-Based Contact Center Infrastructure Product and Market Report) provides a detailed analysis of vendors, products, functional capabilities, and pricing. It also includes satisfaction survey results for each of the featured vendors.

KEY TAKEAWAYS:

  • A crowded market: 200 - 300 CBCCI/CCaaS providers, from big tech companies to very small vendors, are competing to win more -desktops" in this hot - and -sticky" - IT sector.
  • Cloud technology addresses rapidly changing market - and enterprise - needs: New generation CCaaS solutions offer flexibility and the opportunity for organizations to quickly benefit from the latest technology innovations
  • Enhanced agent user interfaces (UIs) support omnichannel interactions: A -single pane of glass" enables agents to pivot easily from one channel to the next, handle multiple interactions simultaneously, and perform an increasingly complex job with increased empowerment, improved engagement, and more enjoyment.
  • Quantifiable benefits fuel strong future adoption: Regardless of economic uncertainties, adoption of CCaaS solutions is likely to continue at a strong pace because they deliver productivity improvements and enhance the customer and employee experience.

Leading & Contending CBCCI/CCaaS Competitors Featured in Report:

  • 8x8
  • Alvaria
  • Avaya*
  • Cisco
  • Five9
  • LiveVox*
  • NICE CXone
  • Odigo*
  • Puzzel
  • Twilio
  • UJET

*New participant.

The Future of Contact Center Technology is in the Cloud

Vendors are investing their research and development (R&D) dollars in CCaaS offerings that are highly effective, innovative, and differentiated. There has been great progress in the reliability, security, and scalability of CCaaS solutions during the past couple of years, positioning them to support even the largest contact center environments. Adoption of CCaaS solutions is strong, and the momentum will continue to build.

AI Drives Innovation

Innovative CBCCI/CCaaS vendors have been investing in AI which is being applied to enhance many aspects of these solutions including system routing, self-service capabilities, workforce optimization/workforce engagement management (WFO/WEM), and reporting.

Although AI technology is in its early days, it has already demonstrated its ability to help companies enhance both the customer and employee experience while improving operational productivity, enabling contact centers to achieve their corporate, servicing, and sales goals.

Mobility is Essential:

Enhanced mobility capabilities for supervisors and quality management (QM) specialists provide tools to monitor and coach agents from wherever they are and wherever their agents are located - on-site, at-home, or another remote location - and system administrators can make real-time changes to contact center solutions from anywhere.

No One is an Island

CBCCI/CCaaS vendors continue to expand their partnerships, enhance their integration frameworks, and build out-of-the-box integrations with a wide variety of third-party solutions, including customer relationship management (CRM), WFO/WEM, workforce management (WFM), interaction analytics (IA), QM, automated quality management (AQM), knowledge management (KM), robotic process automation (RPA), voice of the customer (VoC), IVA, AI, unified communications as a service (UCaas), and more. Enterprises are finally getting what they need - a flexible and easy-to-integrate communication platform to facilitate omnichannel customer interactions.

EX = CX

Enhanced UIs make it easier for agents to navigate CBCCI/CCaaS solutions, see personalized information about their own performance, and have access to supervisors and subject matter experts for support and collaboration. The new desktops deliver centralized access to all of the information agents need to deliver a fully orchestrated and optimal omnichannel CX. The improved UIs are providing agents with expanded insights into the full customer journey - contact history, context, and previous activities.

WFO/WEM & CBCCI/CCaaS - It's Not Alphabet Soup

WFO/WEM applications complement CBCCI/CCaaS solutions by providing essential tools that help engage, motivate, and retain agents, and improve productivity while enhancing the CX.

What's Included:

The “2022 - 2023 Cloud-Based Contact Center Infrastructure/ Contact Center as a Service Product and Market Report ” provides a comprehensive analysis of this important IT sector. The Report includes an insightful review of the business, servicing, and management trends that characterize today's customer experience (CX) and the challenges confronting enterprises as they strive to address them.

Key Reasons to Buy This Report:

  • Overview of core and optional functional components of CBCCI/CCaaS solutions
  • CBCCI market and business trends and challenges
  • Market innovation - what's new and what's planned in the next year+
  • How AI is transforming the EX and elevating the CX
  • Redefining the CX - what delivering an outstanding CX means today
  • How to improve agent engagement and empowerment and retain agents
  • Review and assessment of the CBCCI competitive landscape
  • High-level technical overview
  • Implementation analysis
  • Customer satisfaction survey results
  • Vendor pricing structure for a 250-seat implementation
  • Detailed company reports for the 11 featured CBCCI solution providers
  • Cloud-Based Contact Center Infrastructure Vendor Directory

Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

  • 3.1. Report Participation Criteria

4. Cloud-Based Contact Center Infrastructure Functional Overview

  • 4.1. Cloud-Based Contact Center Infrastructure Vendor Functional Components
  • 4.2. ACD
  • 4.3. Customer Relationship Management

5. Cloud-Based Contact Center Infrastructure/Contact Center as a Service Trends and Challenges

  • 5.1. Cloud-Based Contact Center Infrastructure/Contact Center as a Service Trends
  • 5.2. Cloud-Based Contact Center Infrastructure/Contact Center as a Service Challenges

6. Cloud-Based Contact Center Infrastructure Market Innovation

  • 6.1. New Product Features
  • 6.2. Emerging Capabilities

7. Contact Center Artificial Intelligence

  • 7.1. Essential Applications for AI in Contact Centers
    • 7.1.1. Predictive Behavioral Routing
    • 7.1.2. Interaction Analytics
    • 7.1.3. Transcription
    • 7.1.4. Real-Time Guidance
    • 7.1.5. Knowledge Management
    • 7.1.6. Robotic Process Automation

8. Redefining the CX

  • 8.1. Digital First
  • 8.2. Omnichannel Capabilities
  • 8.3. Intelligent Self-Service
  • 8.4. Outbound
  • 8.5. Surveying/VoC
  • 8.6. Customer Journey Analytics

9. How to Engage, Motivate, and Retain Great Agents

  • 9.1. Next-Gen WFM
  • 9.2. Analytics-Enabled QM
  • 9.3. Contact Center Performance Management and Gamification

10. Workforce Optimization/Workforce Engagement Management Empowers Employees with the Right Set of Tools

11. Cloud-Based Contact Center Infrastructure/Contact Center as a Service Competitive Landscape

  • 11.1. Changing Market Dynamics
  • 11.2. Company Snapshot

12. High-Level CBCCI Technical Analysis

  • 12.1. Supervisor Interface
  • 12.2. Agent Interface
  • 12.3. Administration and Provisioning
  • 12.4. Recording
  • 12.5. Security and Compliance
  • 12.6. Business Intelligence, Analytics, and Reporting
  • 12.7. Data Center, Backup, Disaster Recovery (DR) and Business Continuity (BC)

13. Implementation Analysis

  • 13.1. Service-Level Agreement

14. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis

  • 14.1. Summary of Survey Findings and Analysis: Vendor Categories
    • 14.1.1. Vendor Satisfaction by Category and Customer
  • 14.2. Summary of Survey Findings and Analysis: Product Features
    • 14.2.1. Product Features Satisfaction, by Category and Customer
  • 14.3. Summary of Survey Findings and Analysis: Platform Features
    • 14.3.1. Platform Features Satisfaction, by Category and Customer
  • 14.4. Summary of Survey Findings and Analysis: WFO/WEM Capabilities
    • 14.4.1. WFO/WEM Capabilities Satisfaction, by Category and Customer
  • 14.5. Customer Background and Insights
    • 14.5.1. Channels Supported by the CBCCI Solution
    • 14.5.2. Top 3-5 Benefits of the CBCCI Solution
    • 14.5.3. Top 3-5 CBCCI Challenges
    • 14.5.4. Additional Comments

15. Pricing

  • 15.1. Pricing Structure
  • 15.2. Pricing for a 250-Seat Voice-Only CBCCI Solution
  • 15.3. Pricing for a 250-Seat Omnichannel CBCCI Solution
  • 15.4. Pricing for a 250-Seat Digital-Only CBCCI Solution

16. Company Reports

  • 16.1. 8x8, Inc.
  • 16.2. Alvaria
  • 16.3. Avaya Holdings Corp.
  • 16.4. Cisco
  • 16.5. Five9, Inc.
  • 16.6. LiveVox, Inc.
  • 16.7. NICE CXone
  • 16.8. Odigo
  • 16.9. Puzzel, Ltd.
  • 16.10. Twilio, Inc.
  • 16.11. UJET

Appendix: Cloud-Based Contact Center Infrastructure Vendor Directory