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市場調査レポート

北米のコンタクトセンター・ルーティング市場

Customer Experience (CX) - Focused Contact Center Routing in North America, 2017

発行 Frost & Sullivan 商品コード 553379
出版日 ページ情報 英文 51 Pages
納期: 即日から翌営業日
価格
本日の銀行送金レート: 1USD=112.47円で換算しております。
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北米のコンタクトセンター・ルーティング市場 Customer Experience (CX) - Focused Contact Center Routing in North America, 2017
出版日: 2017年08月24日 ページ情報: 英文 51 Pages
概要

コンタクトセンターに対する利用者の期待度は年々高まっており、エージェントが途中で交代しても待たされることなく、引き続き適確な情報を得たいという希望が強くなってきています。どの企業が電話対応が良かったかといった情報も利用者間で共有しており、その発言力が強まりつつあります。そこで企業側でも、顧客体験 (CX) の改善を最優先課題として、人工知能 (AI) などの活用を進めると共に、ルーティングソリューションを導入して、柔軟・迅速な対応が可能な体制を構築しつつあります。

当レポートでは、北米諸国のコンタクトセンター・ルーティング市場の最新動向と将来展望 - 特に、コンタクトセンターでの顧客体験 (CX:カスタマーエクスペリエンス) の向上を最優先とする動きへの対応策 - について分析し、市場の主な特徴や促進・抑制要因、今後の業界発展につながる主な市場機会、各企業が取るべき行動、主要企業のプロファイルと対応策などについて調査しております。

エグゼクティブ・サマリー

市場概要

  • コンタクトセンター・ルーティングの主な傾向
  • 市場促進要因
  • 市場抑制要因
  • コンタクトセンター・ルーティングの購入意思決定に影響する主な要因

成長機会と企業が取るべき行動

  • 成長機会 (1):エージェント・プロセス・オートメーション
  • 成長機会 (2):カナダ市場
  • 成長機会 (3):チャットボット/仮想アシスタント (VAS)
  • 成長機会 (4):インフォーマルエージェント (IA) によるサポート
  • 成長機会 (5):IoT (モノのインターネット)
  • 成長機会 (6):動画
  • 成長機会 (7):WebRTC
  • ルーティングソリューション・ベンダーにとっての戦略的課題

コンタクトセンター・ルーティングの代表的ベンダーのプロファイル

  • 8x8
  • Avaya
  • Cisco
  • Five9
  • inContact (NICE)
  • Nuance
  • ShoreTel
  • Vonage Business
  • Windstream

分析結果

  • 分析結果:5通りの予測

結論

付録

Frost & Sullivanについて

目次
Product Code: 9AC4/19

Evolving Customer Requirements, New Technologies, Changing Markets Drive Change

Customers have higher excellent CX expectations. They seek personalized short or no wait interactions with highly trained agents who are suited to serve their unique needs.

Customers expect companies to understand the full context of their communications histories. They do not want to repeat information when switching channels, resuming conversations, and engaging with other agents or staff. Customers have increased marketplace power from real-time knowledge of products and sellers, and their reputations. They also benefit from slow economic, income, and population growth that makes every profitable buyer valuable. Customers' social comments impact other customers' loyalty and purchases.

As a result, companies seek to productively route the best customers to the best agents, or attribute-based routing. The applications use analytics, agent and customer personas, and segmentation by customer value and data dips on CRM systems. Companies also are now looking at customer interactions as customer journeys and seek to understand and to profit from them from those perspectives.

New, intuitive, full-featured, and Omnichannel routing solutions, increasingly driven by artificial intelligence (AI), facilitate higher agent effectiveness and productivity. By being the voice, and via video, the face of companies, agents are becoming the linchpins of customer marketing, loyalty, and sales strategies.

Customer engagement is slowly expanding from formal contact centers. Companies seek to engage IAs, such as SMEs to handle complex and high value service and sales. They have been utilizing WAHAs (who also may be SMEs) to tap excellent and flexible workforces. Companies will route contacts to available IAs and WAHAs when experiencing sharp contact spikes, and BC/DR.

Rising CX expectations and customer complaints, higher nearshore and offshore costs, branding and political pressure, are leading companies to onshore customer contacts. But short leases and hosted applications enable companies to shift contacts to foreign locations should the business climate and cost factors change.

New and refined technologies, standards, products, and growing use cases are prompting companies to investigate, test, and where warranted, implement WebRTC, video, and AR/VR applications. IoT devices may create a new IoT channel, with sensors sending trouble alerts to agents' desktops when the machines cannot resolve issues.

Key Findings:

  • The market for contact center routing solutions (automatic call distributors [ACD], chat, email, interactive voice response [IVR], SMS/text), will continue to grow. Strong demand for hosted cloud applications will offset declining sales of on-premise applications.
  • The Internet of Things (IoT), video, augmented reality/virtual reality (AR/VR), and web real-time communications (WebRTC), will enhance CX and may improve agent productivity. These increasingly sophisticated applications are being integrated with routing solutions.

Table of Contents

1. CUSTOMER EXPERIENCE (CX)-FOCUSED CONTACT CENTER ROUTING IN NORTH AMERICA, 2017

Executive Summary

  • Key Findings
  • CEO's Perspective

Market Overview

  • Top Contact Routing Trends
  • Market Drivers
  • Drivers Explained
  • Drivers Explained (continued)
  • Drivers Explained (continued)
  • Market Restraint
  • Restraints Explained
  • Restraints Explained (continued)
  • Restraints Explained (continued)
  • Key Factors Impacting Routing Buying Decisions

Growth Opportunities and Calls to Action

  • Growth Opportunity 1-Agent Process Automation
  • Growth Opportunity 2-Canadian Market
  • Growth Opportunity 3-Chatbots/Virtual Assistants (Vas)
  • Growth Opportunity 4-Informal Agent (IA) Support
  • Growth Opportunity 5-Internet of Things (IoT)
  • Growth Opportunity 6-Video
  • Growth Opportunity 7-WebRTC
  • Strategic Imperatives for Routing Solution Vendors

Featured Contact Routing Vendor Profiles

  • 8x8
  • Avaya
  • Cisco
  • Five9
  • inContact (NICE)
  • Nuance
  • ShoreTel
  • Vonage Business
  • Windstream

The Last Word

  • The Last Word-5 Predictions

Conclusion

  • Conclusion
  • Legal Disclaimer

Appendix

  • Additional and Related Sources of Contact Routing Information
  • Abbreviations and Acronyms Used

The Frost & Sullivan Story

  • The Frost & Sullivan Story
  • Value Proposition-Future of Your Company & Career
  • Global Perspective
  • Industry Convergence
  • 360° Research Perspective
  • Implementation Excellence
  • Our Blue Ocean Strategy
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