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北米のホステッド/クラウドコンタクトセンター市場における成長機会の予測:2021年

Growth Opportunities in the North American Hosted/Cloud Contact Center Market, Forecast to 2021

発行 Frost & Sullivan 商品コード 566803
出版日 ページ情報 英文 69 Pages
納期: 即日から翌営業日
価格
本日の銀行送金レート: 1USD=111.43円で換算しております。
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北米のホステッド/クラウドコンタクトセンター市場における成長機会の予測:2021年 Growth Opportunities in the North American Hosted/Cloud Contact Center Market, Forecast to 2021
出版日: 2017年09月22日 ページ情報: 英文 69 Pages
概要

当レポートでは、北米におけるホステッド/クラウドコンタクトセンター市場の成長機会について、詳細に分析しています。

第1章 エグゼクティブダッシュボード

第2章 成長環境:市場概要

  • ホステッド/クラウドコンタクトセンター市場の定義
  • 市場定義
  • 北米におけるホステッド/クラウドコンタクトセンタープロバイダーの情勢
  • 促進因子・抑制因子
  • 予測の前提条件

第3章 市場予測

  • 収益予測:サービスセグメント別
  • 競合分析:ホステッド/クラウドコンタクトセンターの市場シェア
  • 競合分析:ホステッド/クラウドIVRの市場シェア
  • 競合分析:ホステッド/クラウドACDの市場シェア
  • 競合分析:ホステッド/クラウドアウトバウンドの市場シェア
  • 競合分析:ホステッド/クラウドAPOの市場シェア

第4章 ビジョニングの状況

  • マクロからマイクロビジョニングへ
  • クラウドコンタクトセンター市場向けビジョニングの状況
  • クラウドコンタクトセンター市場の主な予測

第5章 成長パイプライン

第6章 ビジョンと戦略:成長機会

  • 成長機会1:オムニチャネルのカスタマーコンタクトエクスペリエンス
  • 成長機会2:カスタマーエクスペリエンス分析
  • 成長機会3:ビッグデータ & アナリティクス/マシンラーニング
  • 成長機会4:ソーシャルメディアモニタリング
  • 成長機会5:ソーシャルカスタマーエンゲージメント
  • 成長機会6:エージェントデスクトップ/エージェントエンパワーメント
  • 成長機会7:新たなワークフォースへの対応
  • 成長機会8:人工知能 (AI) によるオートメーション
  • 成長機会9:バーチャルエージェント/アシスタント
  • 成長機会10:ライブチャット
  • 成長機会11:プロアクティブ/インタラクティブなカスタマーコンタクト
  • 成長機会12:カスタマーサービスにおけるメッセージングプラットフォーム
  • 成長機会13:カスタマーエクスペリエンスのゲーム化
  • 成長機会14:ビデオ
  • 成長機会15:バックオフィスのWFO
  • 成長機会16:IoT - 没入型体験 (イマーシブエクスペリエンス) のサポート
  • 成長機会17:WebRTCアプリケーション
  • 成長機会18:BC/DR - 持続的CX (カスタマーエクスペリエンス) の実現

第7章 ブランドと需要:成長戦略

  • 成長機会19:イノベーション & 転換
  • 成長機会20:サードパーティーの検証
  • 成長機会21:顧客生涯価値 (CLV:カスタマーライフタイムバリュー)
  • 成長機会22:ベストインクラス
  • 成長機会23:垂直産業のマーケティング
  • 成長機会24:リードジェネレーション (見込み客の獲得)
  • 成長機会25:インバウンドマーケティング能力
  • 成長機会26:アウトバウンドマーケティングの優先順位
  • 成長機会27:ソーシャルメディアマーケティング
  • 成長機会28:セールスイネーブルメントコンテンツ

第8章 成長機会マトリクス

  • 企業の成長分野の特定
  • 成長機会1-18:ビジョンと戦略
  • 成長機会19-28:ブランドと需要
  • 成長機会マトリクス

第9章 成長戦略と実行

  • 成長戦略
  • 実行による機会の優先順位付け
  • 免責事項

第10章 付録

目次
Product Code: K1A9-76

Enhanced WFO and Analytics Fuel the Drive to Digital Transformation of Customer Care

New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North America Hosted/Cloud Contact Center Market finds that the market for cloud contact centers continues to increase. The acceleration of omnichannel and digital transformation, coupled with the C-suite demands for stronger and swifter growth, is driving future technology acquisitions. The study finds that contact center service providers (CCSPs) will need to improve the Customer Experience (CX), and contact center performance and productivity, through using a broadened set of analytics tools that incorporate new technologies, including machine learning (ML), Big Data, etc., with a more critical eye to simplicity and ease of use.

This study provides market share for 2016 solution providers in the hosted/cloud contact market. Contact center analytics, quality monitoring, and recording were particular bright spots for growth, as companies seek to get the most out of their existing investments. Inbound contact routing, outbound dialing and IVR systems showed less of a decline than in previous years.

Contact center analytics systems include speech analytics, multi-channel customer interaction analytics, and contact center performance analytics applications. Analytics is of utmost importance to companies as they move towards providing omnichannel customer care and digital transformation. While traditionally divided between agent performance analytics and customer interaction analytics, developments include bridging between the two sets to improve the customer experience and worker experience, as improvements in one are reflected in benefits in the other and vice versa.

New analytics offerings focus on customer journey analytics to provide insights into the customer journey and sentiment, to improve the customer experience, fuel proactive to customer outreach, and revenue generating opportunities. Tools such as speech analytics, combined with voice biometrics and other technologies, also are being used to for fraud detection and prevention. Additional advancements have been made in workforce optimization suites, social customer care and mobile applications, reinforcing emphasis on catering preferences of the Millennial consumer and worker, improving operational efficiencies and agent empowerment. This study also provides growth opportunities in emerging areas within analytics, such as robotic process automation, Big Data, machine learning, artificial intelligence, speech technologies, personalization technologies, IoT, and applications such as virtual assistants, chatbots, messaging bots, video, and Gamification.

Enterprises are increasingly looking to source these solutions from their primary contact center infrastructure or workforce optimization vendors. This study provides market share for 2016 solution providers in the premises-based contact center market, along with a forecast from 2016-2021. This analysis also presents some of the Customer Experience trends that Frost & Sullivan believes will shape, grow, and influence customer contact and the Customer Experience. The study focuses on those growth insights which are the most relevant for 2017-2021 in North America, and highlights the trends and insights for select industries, business models and technology areas, including:

  • Inbound Contact Routing
  • Interactive Voice Response
  • Automated Self-Service
  • Outbound Dialing
  • Workforce Management
  • Call Recording
  • Analytics

Table of Contents

1. EXECUTIVE DASHBOARD

  • Purpose of this Experiential Study
  • 5 Step Process to Transformational Growth
  • Key Takeaways
  • Key Takeaways (continued)
  • Strategic Imperatives for Hosted/Cloud Contact Center Solution Providers (CCSPs)

2. GROWTH ENVIRONMENT-MARKET OVERVIEW

  • Hosted/Cloud Contact Center Market Definitions
  • Market Definitions
  • Hosted/Cloud North America Contact Center Provider Landscape
  • Drivers and Restraints
  • Forecast Assumptions

3. MARKET FORECASTS

  • Revenue Forecast by Service Segment
  • Competitive Analysis-Market Share for Hosted/Cloud Contact Centers
  • Competitive Analysis-Market Share for Hosted/Cloud IVR
  • Competitive Analysis-Market Share for Hosted/Cloud ACD
  • Competitive Analysis-Market Share for Hosted/Cloud Outbound
  • Competitive Analysis-Market Share for Hosted/Cloud APO

4. VISIONING SCENARIOS

  • Macro to Micro Visioning
  • Visioning Scenarios for the Cloud Contact Center Market
  • Top Predictions for the Cloud Contact Center Market

5. GROWTH PIPELINE

  • Levers for Growth

6. VISION AND STRATEGY-GROWTH OPPORTUNITIES

  • Growth Opportunity 1-Omnichannel Customer Experience
  • Growth Opportunity 2-Customer Experience Analytics
  • Growth Opportunity 3-Big Data & Analytics/Machine Learning
  • Growth Opportunity 4-Social Media Monitoring
  • Growth Opportunity 5-Social Customer Engagement
  • Growth Opportunity 6-Agent Desktop/Agent Empowerment
  • Growth Opportunity 7-Catering to the New Workforce
  • Growth Opportunity 8-Automation via Artificial Intelligence (AI)
  • Growth Opportunity 9-Virtual Agent/Assistant
  • Growth Opportunity 10-Live Chat
  • Growth Opportunity 11-Proactive/Interactive Customer Contact
  • Growth Opportunity 12-Messaging Platforms in Customer Service
  • Growth Opportunity 13-Gamifying the Customer Experience
  • Growth Opportunity 14-Video
  • Growth Opportunity 15-Back Office WFO
  • Growth Opportunity 16-The IoT: Supporting Immersive Experiences
  • Growth Opportunity 17-WebRTC Applications
  • Growth Opportunity 18-BC/DR: Enabling Continuous CX

7. BRAND AND DEMAND-GROWTH OPPORTUNITIES

  • Growth Opportunity 19-Innovation & Transformation
  • Growth Opportunity 20-Third Party Validation
  • Growth Opportunity 21-Customer Lifetime Value (CLV)
  • Growth Opportunity 22-Best-in-Class
  • Growth Opportunity 23-Industry Vertical Marketing
  • Growth Opportunity 24-Lead Generation
  • Growth Opportunity 25-Inbound Marketing Capabilities
  • Growth Opportunity 26-Outbound Marketing Priorities
  • Growth Opportunity 27-Social Media Marketing
  • Growth Opportunity 28-Sales Enablement Content

8. GROWTH OPPORTUNITIES MATRIX

  • Identifying Your Company's Growth Zone
  • Growth Opportunities 1-18-Vision and Strategy
  • Growth Opportunities 1-18-Vision and Strategy (continued)
  • Growth Opportunities 19-28-Brand and Demand
  • Growth Opportunities Matrix

9. GROWTH STRATEGY AND IMPLEMENTATION

  • Growth Strategies for Your Company
  • Prioritized Opportunities through Implementation
  • Legal Disclaimer

10. APPENDIX

  • Abbreviations and Acronyms Used
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