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市場調査レポート

世界のコンタクトセンター市場 2018年〜2022年

Global Contact Center Market 2018-2022

発行 TechNavio (Infiniti Research Ltd.) 商品コード 316408
出版日 ページ情報 英文 103 Pages
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本日の銀行送金レート: 1USD=111.15円で換算しております。
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世界のコンタクトセンター市場 2018年〜2022年 Global Contact Center Market 2018-2022
出版日: 2018年02月05日 ページ情報: 英文 103 Pages
概要

コンタクトセンターについて

コンタクトセンターは、企業において顧客への対応に関する業務を行う部門で、企業の顧客管理戦略において重要な役割を果たしています。

Technavioのアナリストは、2018年から2022年の間に、世界のコンタクトセンター市場が8.54%のCAGRで成長すると予測しています。

当レポートでは、コンタクトセンターの世界市場を調査し、市場の概要、インタラクション・導入タイプ・地域別の市場動向、市場規模の推移と予測、成長促進要因ならびに課題の分析、競合情勢、主要企業のプロファイルなど包括的な情報を提供しています。

目次

第1章 エグゼクティブサマリー

第2章 調査範囲

第3章 調査方法

第4章 市場状況

  • 市場のライフサイクル
  • 市場特性
  • 市場セグメンテーション分析

第5章 市場規模

  • 市場の定義
  • 市場規模
  • 市場規模の予測

第6章 ファイブフォース分析

  • 買い手の交渉力
  • 供給企業の交渉力
  • 新規参入業者の脅威
  • 代替品の脅威
  • 競争企業間の敵対関係
  • 市場状況

第7章 市場セグメンテーション:インタラクション別

  • 市場区分:インタラクション別
  • 比較:インタラクション別
  • 音声ベース
  • テキストベース
  • ソーシャルメディアベース
  • 市場機会:インタラクション別

第8章 市場セグメンテーション:導入タイプ別

  • 市場区分:導入タイプ別
  • オンプレミス
  • クラウド

第9章 顧客情勢

第10章 地域情勢

  • 市場比較:地域別
  • 地域比較
  • 南北アメリカ
  • 欧州・中東・アフリカ
  • アジア太平洋
  • 市場機会

第11章 意思決定の枠組み

第12章 成長要因と課題

  • 市場の成長要因
  • 市場の課題

第13章 市場動向

  • 所要時間(TAT)を短縮するためのチャットボットの統合
  • 顧客体験の向上を目的とした分析機能の使用
  • カスタマイズされたソリューションを提供するためのAIの導入

第14章 ベンダー情勢

  • 概要
  • 創造的破壊
  • 競合シナリオ

第15章 ベンダー分析

  • 対象ベンダー
  • ベンダーの分類
  • ベンダーの市場ポジショニング
  • Aspect
  • Cisco Systems
  • Genesys

第16章 付録

  • 略語のリスト
図表
  • Exhibit 01: Parent market
  • Exhibit 02: Global IT service market
  • Exhibit 03: Market characteristics
  • Exhibit 04: Market segments
  • Exhibit 05: Market definition - Inclusions and exclusions checklist
  • Exhibit 06: Market size 2017
  • Exhibit 07: Validation techniques employed for market sizing 2017
  • Exhibit 08: Global contact center market - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 09: Global contact center market - Year-over-year growth 2018-2022 (%)
  • Exhibit 10: Five forces analysis 2017
  • Exhibit 11: Five forces analysis 2022
  • Exhibit 12: Bargaining power of buyers
  • Exhibit 13: Bargaining power of suppliers
  • Exhibit 14: Threat of new entrants
  • Exhibit 15: Threat of substitutes
  • Exhibit 16: Threat of rivalry
  • Exhibit 17: Market condition - Five forces 2017
  • Exhibit 18: Market condition - Five forces 2022
  • Exhibit 19: Global contact center market by type of interaction - Market share 2017-2022 (%)
  • Exhibit 20: Comparison by type of interaction
  • Exhibit 21: Voice-based - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 22: Voice-based - Year-over-year growth 2018-2022 (%)
  • Exhibit 23: Text-based - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 24: Text-based - Year-over-year growth 2018-2022 (%)
  • Exhibit 25: Social media-based - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 26: Social media-based - Year-over-year growth 2018-2022 (%)
  • Exhibit 27: Market opportunity by type of interaction
  • Exhibit 28: Vendors and the types of contact center solutions they offer
  • Exhibit 29: Customer landscape
  • Exhibit 30: Global contact center market by geography - Market share 2017-2022 (%)
  • Exhibit 31: Regional comparison
  • Exhibit 32: Americas - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 33: Americas - Year-over-year growth 2018-2022 (%)
  • Exhibit 34: Top 3 countries in the Americas
  • Exhibit 35: EMEA - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 36: EMEA - Year-over-year growth 2018-2022 (%)
  • Exhibit 37: Top 3 countries in EMEA
  • Exhibit 38: APAC - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 39: APAC - Year-over-year growth 2018-2022 (%)
  • Exhibit 40: Top 3 countries in APAC
  • Exhibit 41: Market opportunity
  • Exhibit 42: Vendor landscape
  • Exhibit 43: Landscape disruption
  • Exhibit 44: Product description
  • Exhibit 45: Vendors covered
  • Exhibit 46: Vendor classification
  • Exhibit 47: Market positioning of vendors
  • Exhibit 48: Aspect - Overview
  • Exhibit 49: Aspect - Business segments
  • Exhibit 50: Aspect - Organizational developments
  • Exhibit 51: Aspect - Key customers
  • Exhibit 52: Cisco Systems -Overview
  • Exhibit 53: Cisco Systems - Business segments
  • Exhibit 54: Cisco Systems - Organizational developments
  • Exhibit 55: Cisco Systems - Geographic focus
  • Exhibit 56: Cisco Systems - Segment focus
  • Exhibit 57: Cisco Systems - Key customers
  • Exhibit 58: Genesys - Overview
  • Exhibit 59: Genesys - Business segments
  • Exhibit 60: Genesys - Organizational developments
  • Exhibit 61: Genesys - Key customers
目次
Product Code: IRTNTR20291

About Contact Center

A contact center acts as a central point in an enterprise from where all contacts are managed. It plays a prominent role in the broad customer management strategies of an enterprise.

Technavio's analysts forecast the global contact center market to grow at a CAGR of 8.54 % during the period 2018-2022.

Covered in this report

The report covers the present scenario and the growth prospects of the global contact center market for 2018-2022. To calculate the market size, the report considers the revenue generated from the sales of contact center solutions.

The market is divided into the following segments based on geography:

  • Americas
  • APAC
  • EMEA

Technavio's report, Global Contact Center Market 2018-2022, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the market landscape and its growth prospects over the coming years. The report also includes a discussion of the key vendors operating in this market.

Key vendors

  • Aspect
  • Cisco Systems
  • Genesys

Market driver

  • Rising adoption of cloud-based contact centers
  • For a full, detailed list, view our report

Market challenge

  • Inability to achieve an ASA
  • For a full, detailed list, view our report

Market trend

  • Integration of chatbots for better turnaround times
  • For a full, detailed list, view our report

Key questions answered in this report

  • What will the market size be in 2022 and what will the growth rate be?
  • What are the key market trends?
  • What is driving this market?
  • What are the challenges to market growth?
  • Who are the key vendors in this market space?

You can request one free hour of our analyst's time when you purchase this market report. Details are provided within the report.

Table of Contents

PART 01: EXECUTIVE SUMMARY

PART 02: SCOPE OF THE REPORT

PART 03: RESEARCH METHODOLOGY

PART 04: MARKET LANDSCAPE

  • Market ecosystem
  • Market characteristics
  • Market segmentation analysis

PART 05: MARKET SIZING

  • Market definition
  • Market sizing 2017
  • Market size and forecast 2017-2022

PART 06: FIVE FORCES ANALYSIS

  • Bargaining power of buyers
  • Bargaining power of suppliers
  • Threat of new entrants
  • Threat of substitutes
  • Threat of rivalry
  • Market condition

PART 07: MARKET SEGMENTATION BY TYPE OF INTERACTION

  • Segmentation by type of interaction
  • Comparison by type of interaction
  • Voice-based - Market size and forecast 2017-2022
  • Text-based - Market size and forecast 2017-2022
  • Social media-based - Market size and forecast 2017-2022
  • Market opportunity by type of interaction

PART 08: MARKET SEGMENTATION BY DEPLOYMENT

  • Segmentation by deployment
  • On-premises
  • Cloud-based

PART 09: CUSTOMER LANDSCAPE

PART 10: REGIONAL LANDSCAPE

  • Geographical segmentation
  • Regional comparison
  • Americas - Market size and forecast 2017-2022
  • EMEA - Market size and forecast 2017-2022
  • APAC - Market size and forecast 2017-2022
  • Market opportunity

PART 11: DECISION FRAMEWORK

PART 12: DRIVERS AND CHALLENGES

  • Market drivers
  • Market challenges

PART 13: MARKET TRENDS

  • Integration of chatbots for better turnaround times
  • Use of analytics for enhancing the customer experience
  • Incorporation of AI for providing customized solutions

PART 14: VENDOR LANDSCAPE

  • Overview
  • Landscape disruption
  • Competitive scenario

PART 15: VENDOR ANALYSIS

  • Vendors covered
  • Vendor classification
  • Market positioning of vendors
  • Aspect
  • Cisco Systems
  • Genesys

PART 16: APPENDIX

  • List of abbreviations
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