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市場調査レポート

コンタクトセンターの世界市場:2020年~2024年

Global Contact Center Market 2020-2024

発行 TechNavio (Infiniti Research Ltd.) 商品コード 316408
出版日 ページ情報 英文 120 Pages
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本日の銀行送金レート: 1USD=108.49円で換算しております。
コンタクトセンターの世界市場:2020年~2024年 Global Contact Center Market 2020-2024
出版日: 2020年02月19日 ページ情報: 英文 120 Pages
概要

世界のコンタクトセンター市場は、2020年から2024年にかけて9%のCAGRで推移し、59億9,000万米ドル規模の市場に成長すると予測されています。クラウドベースのコンタクトセンターの採用の増加、より良いターンアラウンドタイムの実現を目的としたチャットボットの統合などによって、当市場の成長が促進されています。

当レポートでは、世界のコンタクトセンター市場を調査し、市場の概要、種類・展開タイプ・地域別の市場規模の推移と予測、市場の成長要因および課題、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

エグゼクティブサマリー

  • 市場概況

市場概要

  • 市場エコシステム
  • バリューチェーン分析

市場規模

  • 市場の定義
  • 市場セグメント分析
  • 市場規模
  • 市場の見通し

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
  • 市況

市場セグメンテーション:種類別

  • 市場区分:種類別
  • 市場比較:種類別
  • 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:種類別

市場セグメンテーション:展開タイプ別

  • 市場区分:展開タイプ別
  • 市場比較:展開タイプ別
  • 市場機会:展開タイプ別

顧客概要

  • 概要

市場セグメンテーション:地域別

  • 市場区分:地域別
  • 市場比較:地域別
  • アジア太平洋地域
  • 欧州
  • 北米
  • 南米
  • 中東・アフリカ地域
  • 主要国
  • 市場機会:地域別

成長要因・課題・トレンド

  • 市場成長要因
  • ボリューム成長要因 - 需要主導の成長
  • ボリューム成長要因 - 供給主導の成長
  • ボリューム成長要因 - 外部要因
  • ボリューム成長要因 - 隣接市場での需要シフト
  • 価格成長要因 - インフレ
  • 価格成長要因 - 低価格ユニットから高価格ユニットへの移行
  • 市場の課題
  • 市場動向

ベンダー情勢

  • 概要
  • 創造的破壊の状況

ベンダー分析

  • 対象ベンダー
  • ベンダーの市場ポジショニング
  • 8x8 Inc.
  • ALE International
  • Aspect Software Inc.
  • Avaya Holdings Corp.
  • Cisco Systems Inc.
  • Enghouse Systems Ltd.
  • Five9 Inc.
  • Genesys Telecommunications Laboratories Inc.
  • Mitel Networks Corp.
  • 日本電気(NEC)

付録

  • レポート範囲
  • 米ドルの通貨換算レート
  • 調査方法
  • 略語のリスト
目次
Product Code: IRTNTR40477

Technavio has been monitoring the global contact center market and it is poised to grow by USD 5.99 bn during 2020-2024, progressing at a CAGR of 9% during the forecast period. Our reports on global contact center market provides a holistic analysis, market size and forecast, trends, growth drivers, and challenges, as well as vendor analysis covering around 25 vendors.

The report offers an up-to-date analysis regarding the current global market scenario, latest trends and drivers, and the overall market environment. The market is driven by rising adoption of cloud-based contact centers.In addition, integration of chatbots for better turnaround times is anticipated to boost the growth of the global contact center market as well.

Market Segmentation

Technavio's global contact center market is segmented as below:

Type:

  • Voice-based
  • Text-based
  • Social Media-based

Deployment:

  • Cloud-based
  • On-premises

Geographic segmentation

  • APAC
  • Europe
  • MEA
  • North America
  • South America

Key Trends for global contact center market growth

This study identifies integration of chatbots for better turnaround times as the prime reasons driving the global contact center market growth during the next few years.

Prominent vendors in global contact center market

We provide a detailed analysis of around 25 vendors operating in the global contact center market, including some of the vendors such as 8x8 Inc., ALE International, Aspect Software Inc., Avaya Holdings Corp., Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecommunications Laboratories Inc., Mitel Networks Corp. and NEC Corp. .

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market and vendor landscape in addition to an analysis of the key vendors.

Technavio presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters such as profit, pricing, competition, and promotions. It presents various market facets by identifying the key industry influencers. The data presented is comprehensive, reliable, and a result of extensive research - both primary and secondary. Technavio's market research reports provide a complete competitive landscape and an in-depth vendor selection methodology and analysis using qualitative and quantitative research to forecast an accurate market growth.

Table of Contents

Executive Summary

  • Market Overview

Market Landscape

  • Market ecosystem
  • Value chain analysis

Market Sizing

  • Market definition
  • Market segment analysis
  • Market size 2019
  • Market outlook: Forecast for 2019 - 2024

Five Forces Analysis

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

Market Segmentation by Type

  • Market segments
  • Comparison by Type placement
  • Voice-based - Market size and forecast 2019-2024
  • Text-based - Market size and forecast 2019-2024
  • Social media-based - Market size and forecast 2019-2024
  • Market opportunity by Type

Market Segmentation by Deployment

  • Market segments
  • Comparison by Deployment placement
  • Market opportunity by Deployment

Customer landscape

  • Overview

Geographic Landscape

  • Geographic segmentation
  • Geographic comparison
  • APAC - Market size and forecast 2019-2024
  • North America - Market size and forecast 2019-2024
  • Europe - Market size and forecast 2019-2024
  • South America - Market size and forecast 2019-2024
  • MEA - Market size and forecast 2019-2024
  • Key leading countries
  • Market opportunity by geography

Drivers, Challenges, and Trends

  • Market drivers
  • Volume driver - Demand led growth
  • Volume driver - Supply led growth
  • Volume driver - External factors
  • Volume driver - Demand shift in adjacent markets
  • Price driver - Inflation
  • Price driver - Shift from lower to higher priced units
  • Market challenges
  • Market trends

Vendor Landscape

  • Overview
  • Vendor landscape
  • Landscape disruption

Vendor Analysis

  • Vendors covered
  • Market positioning of vendors
  • 8x8 Inc.
  • ALE International
  • Aspect Software Inc.
  • Avaya Holdings Corp.
  • Cisco Systems Inc.
  • Enghouse Systems Ltd.
  • Five9 Inc.
  • Genesys Telecommunications Laboratories Inc.
  • Mitel Networks Corp.
  • NEC Corp.

Appendix

  • Scope of the report
  • Currency conversion rates for US$
  • Research methodology
  • List of abbreviations

List of Exhibits:

  • 1.Key Finding 1
  • 2.Key Finding 2
  • 3.Key Finding 3
  • 4.Key Finding 4
  • 5.Key Finding 5
  • 6.Key Finding 6
  • 7.Key Finding 7
  • 8.Key Finding 8
  • 9.Market in focus
  • 10.Parent market
  • 11.Market characteristics
  • 12.Product / Service portfolio of key vendors included in the market definition
  • 13.Market segments
  • 14.Global - Market size and forecast 2019 - 2024 ($ billion)
  • 15.Global market: Year-over-year growth 2019 - 2024 (%)
  • 16.Five forces analysis 2019 & 2024
  • 17.Bargaining power of buyers
  • 18.Bargaining power of suppliers
  • 19.Threat of new entrants
  • 20.Threat of substitutes
  • 21.Threat of rivalry
  • 22.Market condition - Five forces 2019
  • 23.Type placement - Market share 2019-2024 (%)
  • 24.Comparison by Type placement
  • 25.Voice-based - Market size and forecast 2019-2024 ($ billion)
  • 26.Voice-based - Year-over-year growth 2019-2024 (%)
  • 27.Text-based - Market size and forecast 2019-2024 ($ billion)
  • 28.Text-based - Year-over-year growth 2019-2024 (%)
  • 29.Social media-based - Market size and forecast 2019-2024 ($ billion)
  • 30.Social media-based - Year-over-year growth 2019-2024 (%)
  • 31. Market opportunity by Type
  • 32.Deployment placement - Market share 2019-2024 (%)
  • 33.Comparison by Deployment placement
  • 34. Market opportunity by Deployment
  • 35.Customer landscape
  • 36.Market share by geography 2019-2024 (%)
  • 37.Geographic comparison
  • 38.APAC - Market size and forecast 2019-2024 ($ billion)
  • 39.APAC - Year-over-year growth 2019-2024 (%)
  • 40.North America - Market size and forecast 2019-2024 ($ billion)
  • 41.North America - Year-over-year growth 2019-2024 (%)
  • 42.Europe - Market size and forecast 2019-2024 ($ billion)
  • 43.Europe - Year-over-year growth 2019-2024 (%)
  • 44.South America - Market size and forecast 2019-2024 ($ billion)
  • 45.South America - Year-over-year growth 2019-2024 (%)
  • 46.MEA - Market size and forecast 2019-2024 ($ billion)
  • 47.MEA - Year-over-year growth 2019-2024 (%)
  • 48.Key leading countries
  • 49.Market opportunity by geography ($ billion)
  • 50.Impact of drivers
  • 51.Impact of challenges
  • 52.Landscape disruption
  • 53.Industry risks
  • 54.Vendors covered
  • 55.Market positioning of vendors
  • 56.8x8 Inc. - Overview (1/3)
  • 57.8x8 Inc. - Overview (2/3)
  • 58.8x8 Inc. - Overview (3/3)
  • 59.8x8 Inc. - Product and service
  • 60.8x8 Inc. - Key offerings
  • 61.8x8 Inc. - Key customers
  • 62.8x8 Inc. - Segment focus
  • 63.ALE International - Overview (1/3)
  • 64.ALE International - Overview (2/3)
  • 65.ALE International - Overview (3/3)
  • 66.ALE International - Product and service
  • 67.ALE International - Key offerings
  • 68.ALE International - Key customers
  • 69.ALE International - Segment focus
  • 70.Aspect Software Inc. - Overview (1/3)
  • 71.Aspect Software Inc. - Overview (2/3)
  • 72.Aspect Software Inc. - Overview (3/3)
  • 73.Aspect Software Inc. - Product and service
  • 74.Aspect Software Inc. - Key offerings
  • 75.Aspect Software Inc. - Key customers
  • 76.Aspect Software Inc. - Segment focus
  • 77.Avaya Holdings Corp. - Overview (1/3)
  • 78.Avaya Holdings Corp. - Overview (2/3)
  • 79.Avaya Holdings Corp. - Overview (3/3)
  • 80.Avaya Holdings Corp. - Business segments
  • 81.Avaya Holdings Corp. - Key offerings
  • 82.Avaya Holdings Corp. - Key customers
  • 83.Avaya Holdings Corp. - Segment focus
  • 84.Cisco Systems Inc. - Overview (1/3)
  • 85.Cisco Systems Inc. - Overview (2/3)
  • 86.Cisco Systems Inc. - Overview (3/3)
  • 87.Cisco Systems Inc. - Business segments
  • 88.Cisco Systems Inc. - Key offerings
  • 89.Cisco Systems Inc. - Key customers
  • 90.Cisco Systems Inc. - Segment focus
  • 91.Enghouse Systems Ltd. - Overview (1/3)
  • 92.Enghouse Systems Ltd. - Overview (2/3)
  • 93.Enghouse Systems Ltd. - Overview (3/3)
  • 94.Enghouse Systems Ltd. - Business segments
  • 95.Enghouse Systems Ltd. - Key offerings
  • 96.Enghouse Systems Ltd. - Key customers
  • 97.Enghouse Systems Ltd. - Segment focus
  • 98.Five9 Inc. - Overview (1/3)
  • 99.Five9 Inc. - Overview (2/3)
  • 100.Five9 Inc. - Overview (3/3)
  • 101.Five9 Inc. - Product and service
  • 102.Five9 Inc. - Key offerings
  • 103.Five9 Inc. - Key customers
  • 104.Five9 Inc. - Segment focus
  • 105.Genesys Telecommunications Laboratories Inc. - Overview (1/3)
  • 106.Genesys Telecommunications Laboratories Inc. - Overview (2/3)
  • 107.Genesys Telecommunications Laboratories Inc. - Overview (3/3)
  • 108.Genesys Telecommunications Laboratories Inc. - Product and service
  • 109.Genesys Telecommunications Laboratories Inc. - Key offerings
  • 110.Genesys Telecommunications Laboratories Inc. - Key customers
  • 111.Genesys Telecommunications Laboratories Inc. - Segment focus
  • 112.Mitel Networks Corp. - Overview (1/3)
  • 113.Mitel Networks Corp. - Overview (2/3)
  • 114.Mitel Networks Corp. - Overview (3/3)
  • 115.Mitel Networks Corp. - Product and service
  • 116.Mitel Networks Corp. - Key offerings
  • 117.Mitel Networks Corp. - Key customers
  • 118.Mitel Networks Corp. - Segment focus
  • 119.NEC Corp. - Overview (1/3)
  • 120.NEC Corp. - Overview (2/3)
  • 121.NEC Corp. - Overview (3/3)
  • 122.NEC Corp. - Business segments
  • 123.NEC Corp. - Key offerings
  • 124.NEC Corp. - Key customers
  • 125.NEC Corp. - Segment focus
  • 126.Currency conversion rates for US$
  • 127.Research Methodology
  • 128.Validation techniques employed for market sizing
  • 129.Information sources
  • 130.List of abbreviations