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ラテンアメリカ・カリブ海諸国のコンタクトセンターソリューション市場:~2024年

Contact Center Solutions Market in Latin America and the Caribbean, Forecast to 2024

発行 Frost & Sullivan 商品コード 913962
出版日 ページ情報 英文 75 Pages
納期: 即日から翌営業日
価格
本日の銀行送金レート: 1USD=107.13円で換算しております。
ラテンアメリカ・カリブ海諸国のコンタクトセンターソリューション市場:~2024年 Contact Center Solutions Market in Latin America and the Caribbean, Forecast to 2024
出版日: 2019年10月04日 ページ情報: 英文 75 Pages
概要

ラテンアメリカ・カリブ海諸国におけるオンプレミスコンタクトセンターソリューションの収益規模は予測期間中4.3%のCAGR (年間複合成長率) で成長すると予測されています。また、ホステッド/クラウドソリューションの市場も大幅な成長を遂げると予測されています。

当レポートでは、ラテンアメリカ・カリブ海諸国のコンタクトセンターソリューションの市場をオンプレミス・ホステッド/クラウドソリューション別に調査し、市場の定義と概要、市場成長への各種影響因子の分析、収益規模の推移・予測、製品区分・センター規模・地域など各種区分別の内訳、システム・サービス区分別の市場シェア、成長機会・戦略的必須要件の分析などをまとめています。

エグゼクティブサマリー

  • 要点
  • 予測の前提因子

市場概要:オンプレミスコンタクトセンターソリューション市場

  • 市場の定義
  • 成長推進因子
  • 成長抑制因子
  • プロバイダーの戦略的必須要件

市場予測:オンプレミスコンタクトセンターソリューション市場

  • 収益予測:製品区分別
  • 収益シェア:製品区分別
  • 収益予測:地域別
  • 収益シェア:地域別
  • 収益シェア:センター規模別
  • 収益シェア:産業別

市場シェア分析:オンプレミスコンタクトセンターソリューション市場

  • 市場シェア
  • 市場シェア:ICRシステム
  • 市場シェア:IVRシステム
  • 市場シェア:OBDシステム
  • 市場シェア:QMシステム
  • 市場シェア:ワークフォース管理 (WFM)システム
  • 市場シェア:コンタクトセンターアナリティクスシステム

市場概要:ホステッド/クラウドコンタクトセンターソリューション市場

  • 市場の定義
  • 成長推進因子
  • 成長抑制因子
  • プロバイダーの戦略的必須要件

市場予測:ホステッド/クラウドコンタクトセンターソリューション市場

  • 収益予測:製品区分別
  • 収益シェア:製品区分別
  • 収益予測:地域別
  • 収益シェア:地域別
  • 収益シェア:センター規模別
  • 収益シェア:産業別

市場シェア分析:ホステッド/クラウドコンタクトセンターソリューション市場

  • 市場シェア
  • 市場シェア:ACDサービス
  • 市場シェア:IVRサービス
  • 市場シェア:アウトバウンドサービス
  • 市場シェア:APOサービス

成長機会

総論

  • 総論・5大予測
  • 免責事項

付録

FROST & SULLIVANについて

目次
Product Code: K284-76

Hosted/Cloud Solutions Leading Market Growth Through Innovation and Flexibility

This study examines the contact center (CC) solutions market in Latin America and the Caribbean. In the past, Frost & Sullivan has done separate studies for the contact center on-premise solutions and hosted/cloud solutions markets. However, this year both studies are combined. This study is based on extensive primary and secondary research.

Some traditional vendors from the on-premise contact center solutions arena, such as Genesys, InConcert and NICE, are increasing their overall share in the contact center market (cloud/premise) as they begin to position hosted/cloud solutions of their own. However, the sum of their sales is not reflected in this study. The total market share is difficult to determine as some vendors provide cloud solutions directly, but also sell through cloud partners who then get credit for those solutions in their own cloud market share numbers, rather than that revenue being attributed to the OEM supplier.

This updated research shows that on-premise contact center solutions market remains relevant, while the hosted/cloud market finally gained traction in the region. Furthermore, revenue for the on-premise solutions market will keep showing a positive growth trend during the forecast period, with a decent 4.3% CAGR during 2018-2024. The increased adoption of hybrid solutions and the fact that companies in CALA push to get the most value out of existing infrastructure is keeping this market afloat. On the contrary, revenue for the hosted and cloud contact center market in the region will experience robust growth in all application segments. The total hosted/cloud market registered a revenue growth of 37.1% in 2018.

According to recent findings from Frost & Sullivan, only 20% of the current CC users in the region have an omnichannel solution in place, which represents a clear upselling opportunity. Companies are still integrating newer contact channels such as mobile, chat, messaging, and social media, while facing enormous challenges to provide omnichannel customer experiences (CXs).

Omnichannel CX is a key part of the shift toward a new digital landscape, providing a seamless journey no matter the customer's starting or re-engagement point. Omnichannel CX capabilities will be the leading differentiator for vendors in the years to come. Providers are working on adding new product capabilities enabled by mobile, cloud, social, messaging, WebRTC, Big Data, and personalization, along with richer integrations to differentiate their solution portfolios. The inclusion of maturing technologies, such as artificial intelligence (AI), machine learning (ML), and natural language processing (NLP) will also drive growth as companies seek to add intelligence to existing applications, and new self-service channels.

Research Highlights:

This report examines the contact center solutions market in Latin America and the Caribbean. In the past, Frost & Sullivan has done separate reports for the contact center on-premise solutions and hosted/cloud solutions markets. However, this year the reports are combined.

Key Issues Addressed:

  • In what stage is the market, and at what rate will it grow in the next 6 years?
  • What is the industry status within the Latin American and Caribbean countries? Which countries present the greatest opportunities?
  • What are the key drivers and restraints for growth within the region?
  • How will the structure of the market change over time? Which are the key competitors to watch?
  • How different industry verticals are adopting cloud solutions?
  • How will each of the applications markets evolve in the short and medium terms?

Table of Contents

Executive Summary

  • Key Takeaways
  • Key Takeaways (continued)
  • Key Takeaways (continued)
  • Forecast Assumptions-Total Contact Center Solutions Market

Market Overview-On-Premise Contact Center Solutions Market

  • Market Definitions
  • Market Definitions (continued)
  • Market Definitions (continued)
  • Market Definitions (continued)
  • Market Drivers
  • Market Restraints
  • Strategic Imperatives for On-Premise Contact Center Solutions Providers in Latin America and the Caribbean

Market Forecasts-On-Premise Contact Center Solutions Market

  • Revenue Forecast by Product Segment
  • Percent Revenue by Product Segment
  • Revenue Forecast by Region
  • Percent Revenue by Region
  • Percent Revenue by Contact Center Size
  • Percent Revenue by Industry Vertical

Market Share Analysis-On-Premise Contact Center Solutions Market

  • Market Share
  • Market Share-ICR Systems
  • Market Share-IVR Systems
  • Market Share-OBD Systems
  • Market Share-QM Systems
  • Market Share-Workforce Management (WFM) Systems
  • Market Share-Contact Center Analytics Systems

Market Overview-Hosted/Cloud Contact Center Solutions Market

  • Market Definitions
  • Market Definitions (continued)
  • Market Definitions (continued)
  • Market Definitions (continued)
  • Market Drivers
  • Market Restraints
  • Strategic Imperatives for Hosted/Cloud Contact Center Solutions Providers in Latin America and the Caribbean

Market Forecasts-Hosted/Cloud Contact Center Solutions Market

  • Revenue Forecast by Product Segment
  • Percent Revenue by Product Segment
  • Revenue Forecast by Region
  • Percent Revenue by Region
  • Percent Revenue by Contact Center Size
  • Percent Revenue by Industry Vertical

Market Share Analysis-Hosted/Cloud Contact Center Solutions Market

  • Market Share
  • Market Share-ACD Services
  • Market Share-IVR Services
  • Market Share-Outbound Services
  • Market Share-APO Services

Growth Opportunities

  • Growth Opportunities for the Total Contact Center Solutions Market in Latin America and the Caribbean
  • Growth Opportunities for the Total Contact Center Solutions Market in Latin America and the Caribbean (continued)

The Last Word

  • The Last Word-Top 5 Predictions for the Total Contact Center Solutions Market in Latin America and the Caribbean
  • Legal Disclaimer

Appendix

  • Abbreviations and Acronyms Used
  • Abbreviations and Acronyms Used (continued)
  • List of Exhibits
  • List of Exhibits (continued)
  • List of Exhibits (continued)
  • List of Exhibits (continued)

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