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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:2015年〜2019年

Global Contact Center Market 2015-2019

発行 TechNavio (Infiniti Research Ltd.) 商品コード 316408
出版日 ページ情報 英文 69 Pages
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コンタクトセンターの世界市場:2015年〜2019年 Global Contact Center Market 2015-2019
出版日: 2015年11月11日 ページ情報: 英文 69 Pages
概要

コンタクトセンターは、企業の広範な顧客管理戦略において、重要な役割を果たしています。世界のコンタクトセンター市場は、2014年〜2019年のCAGRで、9.26%の成長が見込まれています。

当レポートでは、世界のコンタクトセンター市場について調査分析し、市場規模と成長率、市場動向、市場促進要因・課題、市場機会について検証するほか、主要ベンダーなどについて、体系的な情報を提供しています。

第1章 エグゼクティブサマリー

  • ハイライト

第2章 調査範囲

  • 市場概要
  • 主要ベンダー製品

第3章 市場調査手法

  • 調査手法
  • 経済指標

第4章 イントロダクション

  • 主要市場ハイライト

第5章 市場情勢

  • 市場概要
  • 市場規模と予測
  • コンタクトセンターの段階
  • コンタクトセンターの技術の進化
  • ファイブフォース分析

第6章 市場区分:ソリューション別

  • インバウンドシステム
  • IVR
  • QM
  • アナリティクス
  • WFM
  • アウトバウンドシステム

第7章 市場区分:展開別

  • オンプレミス
  • ホステッド

第8章 地理区分

  • 南北アメリカ
  • 欧州・中東・アフリカ
  • アジア太平洋地域

第9章 市場促進要因

第10章 促進要因の影響

第11章 市場の課題

第12章 促進要因と課題の影響

第13章 市場動向

第14章 ベンダー情勢

  • 競合シナリオ
  • 主要ベンダー
  • その他の有力ベンダー

第15章 主要ベンダー分析

  • Alcatel-Lucent
  • Avaya
  • Cisco Systems
  • Huawei Technologies

第16章 付録

第17章 Technavioについて

図表

このページに掲載されている内容は最新版と異なる場合があります。詳細はお問い合わせください。

目次
Product Code: IRTNTR7899

About contact center

Business enterprises worldwide have become increasingly dependent on various technologies and the Internet to run their business and drive revenue growth. This trend is expected to intensify, which indicates that the role of IT has become vital and directly contributes to the organization's agenda.

Contact center is s facility used to manage clients or customers contact via email, telephone, web chat, and social media. Contact centers have experienced an irretrievable evolution over the last decade. Many business enterprises have several contact centers to manage customer interaction. It could be an in-house team or outsourced to a third party assistance. It offers different services such as support or help desk, customer service, and sales and marketing. In spite of ample public criticism many contact centers are outsourced and offshored. They aid enterprises by providing better customer experience, productivity, valuable business intelligence to concentrate on their core competencies, reduced time-to-market, access to fresh talent and experience along with the latest technologies, and help build an organization with an economical cost structure in the long run. It is responsible for managing priorities and reporting on all the email, voice, web chat, text and social messaging in the same way.

Contact centers act as a central point in an enterprise from where all customer contacts are managed. They play a prominent role within an enterprise's broad customer management strategies. Currently, contact centers are adopting new technologies to become multichannel operations. This results in a coherent customer experience and enables customer expectations to be met with an advanced level of interaction.

Technavio's analysts forecast the global contact center market to grow at a CAGR of 9.26% over the period 2014-2019.

Covered in this report

The report covers the current scenario and the growth prospects of the global contact center market for 2015-2019. To calculate the market size, the report considers revenue generated from on-premise and hosted contact center deployments.

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

  • Inbound systems
  • Interactive voice response (IVR)
  • Quality management (QM)
  • Analytics
  • Workforce management (WFM)
  • Outbound systems

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

  • Americas
  • EMEA
  • APAC

Technavio's report, Global Contact Center Market 2015-2019, has been prepared based on an in-depth market analysis with inputs from industry experts. The report also covers the landscape of the market and its growth prospects in the coming years. The report includes a discussion of the key vendors operating in this market.

Key vendors

  • Alcatel-Lucent
  • Avaya
  • Cisco Systems
  • Huawei Technologies

Other Prominent Vendors

  • 3CLogic
  • 8x8
  • Aastra
  • Altitude Software
  • Aspect Software
  • Connect First
  • Convergys
  • CRMXchange
  • Enghouse Interactive
  • Five9
  • Fujitsu
  • Genesys
  • HP
  • IBM
  • Incontact
  • Interactive Intelligence
  • Mitel Networks
  • NEC
  • Noble Systems
  • Oracle
  • Presence Technology
  • SAP
  • ShoreTel
  • Siemens Enterprise Communications
  • Syntellect
  • Teleopti
  • Toshiba
  • Unify
  • Verizon Communications
  • Vertical Networks
  • Vocalcom
  • ZTE

Key market driver

  • Rise in advanced communication technologies
  • For a full, detailed list, view our report

Key market challenge

  • High attrition rate
  • For a full, detailed list, view our report

Key market trend

  • Cloud-based contact centers
  • For a full, detailed list, view our report

Key questions answered in this report

  • What will the market size be in 2019 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?
  • What are the market opportunities and threats faced by the key vendors?
  • What are the strengths and weaknesses of the key vendors?

Table of Contents

PART 01: Executive summary

  • Highlights

PART 02: Scope of the report

  • Market overview
  • Top-vendor offerings

PART 03: Market research methodology

  • Research methodology
  • Economic indicators

PART 04: Introduction

  • Key market highlights

PART 05: Market landscape

  • Market overview
  • Market size and forecast
  • Phases of contact centers
  • Evolution of technology in contact centers
  • Five forces analysis

PART 06: Market segmentation by solution

  • Global inbound systems contact center market
  • Global IVR contact center market
  • Global QM contact center market
  • Global analytics contact center market
  • Global WFM contact center market
  • Global outbound systems contact center market

PART 07: Market segmentation by deployment

  • Global on-premises contact center market
  • Global hosted contact center market

PART 08: Geographical segmentation

  • Contact center market in Americas
  • Contact center market in EMEA
  • Contact center market in APAC

PART 09: Market drivers

PART 10: Impact of drivers

PART 11: Market challenges

PART 12: Impact of drivers and challenges

PART 13: Market trends

PART 14: Vendor landscape

  • Competitive scenario
  • Key vendors
  • Other prominent vendors

PART 15: Key vendor analysis

  • Alcatel-Lucent
  • Avaya
  • Cisco Systems
  • Huawei Technologies

PART 16: Appendix

  • List of abbreviations

PART 17: Explore Technavio

List of Exhibits

  • Exhibit 01: Product offerings
  • Exhibit 02: Global contact center market
  • Exhibit 03: Global contact center market 2014-2019 ($ billions)
  • Exhibit 04: Phases of contact centers
  • Exhibit 05: Evolution of technology in contact center
  • Exhibit 06: Five forces analysis
  • Exhibit 07: Global contact center market by solution 2014
  • Exhibit 08: Global inbound systems contact center market 2014-2019 ($ billions)
  • Exhibit 09: Global IVR contact center market 2014-2019 ($ billions)
  • Exhibit 10: Global QM contact center market 2014-2019 ($ billions)
  • Exhibit 11: Global analytics contact center market 2014-2019 ($ billions)
  • Exhibit 12: Global WFM contact center market 2014-2019 ($ billions)
  • Exhibit 13: Global outbound systems contact center market 2014-2019 ($ billions)
  • Exhibit 14: Global contact center market by deployment 2014
  • Exhibit 15: Global on-premises contact center market 2014-2019 ($ billions)
  • Exhibit 16: Global hosted contact center market 2014-2019 ($ billions)
  • Exhibit 17: Contact center market in Americas 2014-2019 ($ billions)
  • Exhibit 18: Contact center market in EMEA 2014-2019 ($ billions)
  • Exhibit 19: Contact center market in APAC 2014-2019 ($ billions)
  • Exhibit 20: Impact of drivers
  • Exhibit 21: Impact of drivers and challenges
  • Exhibit 22: Alcatel-Lucent: Business/Product segmentation by revenue 2014
  • Exhibit 23: Alcatel-Lucent: Business segmentation by revenue 2013 and 2014 ($ billions)
  • Exhibit 24: Alcatel-Lucent: Geographical segmentation by revenue 2014
  • Exhibit 25: Avaya: Business segmentation by revenue 2014
  • Exhibit 26: Avaya: Business segmentation by revenue 2013 and 2014 ($ billions)
  • Exhibit 27: Avaya: Geographical segmentation by revenue 2014
  • Exhibit 28: Cisco: Business segmentation
  • Exhibit 29: Cisco: Business segmentation by revenue 2013 and 2014 ($ billions)
  • Exhibit 30: Cisco: Geographical segmentation by revenue 2014
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