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コンタクトセンターソリューションの世界市場:2020年~2024年

Contact Center Solutions Market by Deployment, Type, and Geography - Forecast and Analysis 2020-2024

発行 TechNavio (Infiniti Research Ltd.) 商品コード 916574
出版日 ページ情報 英文 163 Pages
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コンタクトセンターソリューションの世界市場:2020年~2024年 Contact Center Solutions Market by Deployment, Type, and Geography - Forecast and Analysis 2020-2024
出版日: 2019年10月26日 ページ情報: 英文 163 Pages
概要

世界のコンタクトセンターソリューション市場は、クラウドベースのコンタクトセンターソリューションの採用、クロスチャネル戦略の需要、および運用コストを削減するための自動化の需要などの増加が成長促進要因となり、予測期間中に9%以上のCAGRで拡大する見込みです。ただし、レガシーシステムとの統合の問題、クラウドソリューションに関連するセキュリティの問題、および高い離職率のためにコンタクトセンターの従業員を継続的にトレーニングする必要があることなどの要因が、予測期間におけるコンタクトセンターソリューション業界の成長を妨げる可能性があります。

当レポートでは、世界のコンタクトセンターソリューション市場について調査分析し、市場規模および成長率、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。

目次

第1章 エグゼクティブサマリー

第2章 調査範囲

  • イントロダクション1
  • イントロダクション2
  • 米ドルの通貨換算レート

第3章 市場状況

  • 市場のエコシステム
  • 市場の特徴
  • 市場セグメンテーション分析

第4章 市場規模

  • 市場の定義
  • 市場規模(2019年)
  • 市場規模および予測(2019年~2024年)

第5章 ファイブフォース分析

  • バイヤーの交渉力
  • サプライヤーの交渉力
  • 新規参入の脅威
  • 代替品の脅威
  • 競争相手の脅威
  • 市況

第6章 市場セグメンテーション:展開別

  • 市場セグメンテーション:展開別
  • 展開別比較:市場規模および予測(2019年~2024年)
  • オンプレミス
  • クラウドベース
  • 市場機会:展開別

第7章 顧客情勢

第8章 市場セグメンテーション:タイプ別

  • 市場セグメンテーション:タイプ別
  • タイプ別比較:市場規模および予測(2019年~2024年)
  • 音声
  • テキスト
  • ソーシャル
  • 市場機会:タイプ別

第9章 地域別情勢

  • 地域別セグメンテーション
  • 地域別比較:市場規模および予測(2019年~2024年)
  • 北米
  • アジア太平洋地域
  • 欧州
  • 南米
  • 中東・アフリカ地域
  • 主要国
  • 市場機会

第10章 意思決定の枠組み

第11章 成長要因と課題

  • 市場成長要因
  • 市場の課題

第12章 市場動向

  • 市場参加者間の戦略的提携と買収
  • コンタクトセンターでの分析ソリューションの使用の増加
  • 連絡手段としてのソーシャルメディアチャネルの台頭

第13章 ベンダー情勢

  • 概要
  • 創造的破壊の状況
  • 競争シナリオ

第14章 ベンダー分析

  • 対象ベンダー
  • ベンダー分類
  • 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)

第15章 付録

  • 調査方法
  • 略語のリスト
  • ベンダーの市場ポジショニングの定義

第16章 TECHNAVIOについて

図表

LIST OF EXHIBITS:

  • Exhibit 01: Vendors: Key offerings
  • Exhibit 02: Global information technology spending market
  • Exhibit 03: Segments of global information technology spending market
  • Exhibit 04: Market characteristics
  • Exhibit 05: Market segments
  • Exhibit 06: Market definition - Inclusions and exclusions checklist
  • Exhibit 07: Market size 2019
  • Exhibit 08: Global market: Size and forecast 2019-2024 ($ billions)
  • Exhibit 09: Global market: Year-over-year growth 2020-2024 (%)
  • Exhibit 10: Five forces analysis 2019
  • Exhibit 11: Five forces analysis 2024
  • 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 2019
  • Exhibit 18: Deployment - Market share 2019-2024 (%)
  • Exhibit 19: Comparison by deployment
  • Exhibit 20: On-premises - Market size and forecast 2019-2024 ($ billions)
  • Exhibit 21: On-premises - Year-over-year growth 2020-2024 (%)
  • Exhibit 22: Cloud-based - Market size and forecast 2019-2024 ($ billions)
  • Exhibit 23: Cloud-based - Year-over-year growth 2020-2024 (%)
  • Exhibit 24: Market opportunity by deployment
  • Exhibit 25: Customer landscape
  • Exhibit 26: Type - Market share 2019-2024 (%)
  • Exhibit 27: Comparison by type
  • Exhibit 28: Voice - Market size and forecast 2019-2024 ($ billions)
  • Exhibit 29: Voice - Year-over-year growth 2020-2024 (%)
  • Exhibit 30: Text - Market size and forecast 2019-2024 ($ billions)
  • Exhibit 31: Text - Year-over-year growth 2020-2024 (%)
  • Exhibit 32: Social - Market size and forecast 2019-2024 ($ billions)
  • Exhibit 33: Social - Year-over-year growth 2020-2024 (%)
  • Exhibit 34: Market opportunity by type
  • Exhibit 35: Market share by geography 2019-2024 (%)
  • Exhibit 36: Geographic comparison
  • Exhibit 37: North America - Market size and forecast 2019-2024 ($ billions)
  • Exhibit 38: North America - Year-over-year growth 2020-2024 (%)
  • Exhibit 39: APAC - Market size and forecast 2019-2024 ($ billions)
  • Exhibit 40: APAC - Year-over-year growth 2020-2024 (%)
  • Exhibit 41: Europe - Market size and forecast 2019-2024 ($ billions)
  • Exhibit 42: Europe - Year-over-year growth 2020-2024 (%)
  • Exhibit 43: South America - Market size and forecast 2019-2024 ($ billions)
  • Exhibit 44: South America - Year-over-year growth 2020-2024 (%)
  • Exhibit 45: MEA - Market size and forecast 2019-2024 ($ billions)
  • Exhibit 46: MEA - Year-over-year growth 2020-2024 (%)
  • Exhibit 47: Key leading countries
  • Exhibit 48: Market opportunity
  • Exhibit 49: Impact of drivers and challenges
  • Exhibit 50: Vendor landscape
  • Exhibit 51: Landscape disruption
  • Exhibit 52: Vendors covered
  • Exhibit 53: Vendor classification
  • Exhibit 54: Market positioning of vendors
  • Exhibit 55: 8x8 Inc. - Vendor overview
  • Exhibit 56: 8x8 Inc. - Business segments
  • Exhibit 57: 8x8 Inc. - Organizational developments
  • Exhibit 58: 8x8 Inc. - Geographic focus
  • Exhibit 59: 8x8 Inc. - Key offerings
  • Exhibit 60: ALE International - Vendor overview
  • Exhibit 61: ALE International - Product segments
  • Exhibit 62: ALE International - Organizational developments
  • Exhibit 63: ALE International - Key offerings
  • Exhibit 64: Aspect Software Inc. - Vendor overview
  • Exhibit 65: Aspect Software Inc. - Business segments
  • Exhibit 66: Aspect Software Inc. - Organizational developments
  • Exhibit 67: Aspect Software Inc. - Key offerings
  • Exhibit 68: Avaya Holdings Corp. - Vendor overview
  • Exhibit 69: Avaya Holdings Corp. - Business segments
  • Exhibit 70: Avaya Holdings Corp. - Organizational developments
  • Exhibit 71: Avaya Holdings Corp. - Geographic focus
  • Exhibit 72: Avaya Holdings Corp. - Segment focus
  • Exhibit 73: Avaya Holdings Corp. - Key offerings
  • Exhibit 74: Cisco Systems Inc. - Vendor overview
  • Exhibit 75: Cisco Systems Inc. - Business segments
  • Exhibit 76: Cisco Systems Inc. - Organizational developments
  • Exhibit 77: Cisco Systems Inc. - Geographic focus
  • Exhibit 78: Cisco Systems Inc. - Segment focus
  • Exhibit 79: Cisco Systems Inc. - Key offerings
  • Exhibit 80: Enghouse Systems Ltd. - Vendor overview
  • Exhibit 81: Enghouse Systems Ltd. - Business segments
  • Exhibit 82: Enghouse Systems Ltd. - Organizational developments
  • Exhibit 83: Enghouse Systems Ltd. - Geographic focus
  • Exhibit 84: Enghouse Systems Ltd. - Segment focus
  • Exhibit 85: Enghouse Systems Ltd. - Key offerings
  • Exhibit 86: Five9 Inc. - Vendor overview
  • Exhibit 87: Five9 Inc. - Business segments
  • Exhibit 88: Five9 Inc. - Organizational developments
  • Exhibit 89: Five9 Inc. - Geographic focus
  • Exhibit 90: Five9 Inc. - Key offerings
  • Exhibit 91: Genesys Telecommunications Laboratories Inc. - Vendor overview
  • Exhibit 92: Genesys Telecommunications Laboratories Inc. - Business segments
  • Exhibit 93: Genesys Telecommunications Laboratories Inc. - Organizational developments
  • Exhibit 94: Genesys Telecommunications Laboratories Inc. - Key offerings
  • Exhibit 95: Mitel Networks Corp. - Vendor overview
  • Exhibit 96: Mitel Networks Corp. - Business segments
  • Exhibit 97: Mitel Networks Corp. - Organizational developments
  • Exhibit 98: Mitel Networks Corp. - Key offerings
  • Exhibit 99: NEC Corp. - Vendor overview
  • Exhibit 100: NEC Corp. - Business segments
  • Exhibit 101: NEC Corp. - Organizational developments
  • Exhibit 102: NEC Corp. - Geographic focus
  • Exhibit 103: NEC Corp. - Segment focus
  • Exhibit 104: NEC Corp. - Key offerings
  • Exhibit 105: Validation techniques employed for market sizing
  • Exhibit 106: Definition of market positioning of vendors
目次
Product Code: IRTNTR40027

About this market

Technavio's contact center solutions market analysis considers sales from voice, text, and social types. Our study also finds the sales of contact center solutions in APAC, Europe, North America, South America, and MEA. In 2019, the voice segment had a significant market share, and this trend is expected to continue over the forecast period. Factors such as the availability of advanced solutions such as IVR, ACD, CTI, and call recording will play a significant role in the voice segment to maintain its market position. Also, our global contact center solutions market report looks at factors such as increase in adoption of cloud-based contact center solutions, demand for cross-channel strategies, and demand for automation to reduce operational cost. However, integration issues with legacy systems, security issues associated with cloud solutions, and constant need to train contact center employees due to high attrition rate may hamper the growth of the contact center solutions industry over the forecast period.

Overview

Increase in the adoption of cloud-based contact center solutions

Cloud-based contact center solutions allow organizations to carry out customer communications virtually, through voice, email, or social media channels. Cloud-based contact center solutions also offer enterprises the flexibility to quickly adapt to changing business needs. Owing to such benefits, the demand for cloud-based contact center solutions has increased over recent years. This is encouraging vendors to launch new cloud-based contact center solutions to cater to the growing demand from enterprises, which will lead to the expansion of the global contact center solutions market at a CAGR of over 9% during the forecast period.

Increasing use of analytics solutions in contact centers

With the adoption of advanced technologies, such as cloud solutions, contact center organizations have started using analytics tools such as Al and big data to gain insights from the generated data and improve customer service experience. Contact centers offer services to enterprises during the sales and service phase of their customer relationship operations. Contact center organizations handle high volumes of such queries daily and often face issues in handling the queries efficiently.AI and ML-based solutions such as natural language generation (NLG), dialog state tracking (DST), and natural language processing (NLP) are being widely used by contact center organizations to improve the performance of agents. This development is expected to have a positive impact on the overall market growth.

For the detailed list of factors that will drive the global contact center solutions market during the forecast period 2020-2024, view our report.

Competitive Landscape

With the presence of several major players, the global contact center solutions market is fragmented. Technavio's robust vendor analysis is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading contact center solutions manufacturers, that include 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.

Also, the contact center solutions market analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage on all forthcoming growth opportunities.

TABLE OF CONTENTS

PART 01: EXECUTIVE SUMMARY

PART 02: SCOPE OF THE REPORT

  • 2.1 Preface
  • 2.2 Preface
  • 2.3 Currency conversion rates for US$

PART 03: MARKET LANDSCAPE

  • Market ecosystem
  • Market characteristics
  • Market segmentation analysis

PART 04: MARKET SIZING

  • Market definition
  • Market sizing 2019
  • Market size and forecast 2019-2024

PART 05: FIVE FORCES ANALYSIS

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

PART 06: MARKET SEGMENTATION BY DEPLOYMENT

  • Market segmentation by deployment
  • Comparison by deployment
  • On-premises - Market size and forecast 2019-2024
  • Cloud-based - Market size and forecast 2019-2024
  • Market opportunity by deployment

PART 07: CUSTOMER LANDSCAPE

PART 08: MARKET SEGMENTATION BY TYPE

  • Market segmentation by type
  • Comparison by type
  • Voice - Market size and forecast 2019-2024
  • Text - Market size and forecast 2019-2024
  • Social - Market size and forecast 2019-2024
  • Market opportunity by type

PART 09: GEOGRAPHIC LANDSCAPE

  • Geographic segmentation
  • Geographic comparison
  • North America - Market size and forecast 2019-2024
  • APAC - 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

PART 10: DECISION FRAMEWORK

PART 11: DRIVERS AND CHALLENGES

  • Market driver
  • Market challenges

PART 12: MARKET TRENDS

  • Strategic partnerships and acquisitions among market participants
  • Increasing use of analytics solutions in contact centers
  • Rise of social media channels as medium of contact

PART 13: VENDOR LANDSCAPE

  • Overview
  • Landscape disruption
  • Competitive scenario

PART 14: VENDOR ANALYSIS

  • Vendors covered
  • Vendor classification
  • 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.

PART 15: APPENDIX

  • Research methodology
  • List of abbreviations
  • Definition of market positioning of vendors

PART 16: EXPLORE TECHNAVIO

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