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市場調査レポート

クラウド利用型コンタクトセンターの世界市場 - ソリューション(双方向音声応答、自動電話着信分配、コンピューター電話統合通信、エージェント業務最適化、自動ダイヤル、分析およびレポート作成)、用途(会話品質モニタリング、リアルタイム意思決定、労力最適化)別予測および分析

Cloud Based Contact Center Market by Solution (IVR, ACD, CTI, APO, Dialers, Analytics & Reporting), & by Application (Chat Quality Monitoring, Real Time Decision Making, Work Force Optimization), by Vertical, by Region - Global Forecast to 2020

発行 MarketsandMarkets 商品コード 312121
出版日 ページ情報 英文 152 Pages
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クラウド利用型コンタクトセンターの世界市場 - ソリューション(双方向音声応答、自動電話着信分配、コンピューター電話統合通信、エージェント業務最適化、自動ダイヤル、分析およびレポート作成)、用途(会話品質モニタリング、リアルタイム意思決定、労力最適化)別予測および分析 Cloud Based Contact Center Market by Solution (IVR, ACD, CTI, APO, Dialers, Analytics & Reporting), & by Application (Chat Quality Monitoring, Real Time Decision Making, Work Force Optimization), by Vertical, by Region - Global Forecast to 2020
出版日: 2015年11月12日 ページ情報: 英文 152 Pages
概要

クラウド利用型コンタクトセンター(コールセンター)は、プロバイダーがコールセンター技術を所有・運用しながら顧客企業に自社サービスを利用度に応じた料金で遠隔提供するネットワークをベースにしたサービスです。今や、あらゆる規模および形式のコールセンターがクラウドに移行しつつあります。コンタクトセンター技術は組織の日常業務遂行および事業拡大の大きな負担になりがちですが、クラウド利用型コンタクトセンター市販ソフトウェアは、組織が成長・拡大するために必要な融通性を備えた代替機能を安価かつ迅速に実現することから、企業の大小による競争力格差を次第に縮小するでしょう。

当レポートでは、クラウド利用型コンタクトセンターの世界市場に注目し、2015-2020年の期間を対象に、その推移をソリューション、サービス、用途、地域の別に予測するほか、市場発展への影響要因、競合環境、主要企業などについての調査・分析情報をまとめています。

第1章 イントロダクション

  • 調査目的
  • 市場定義
  • 調査対象市場
  • 通貨
  • 制約
  • レポートの推奨利用者層

第2章 調査方法

  • 調査データ
  • 市場規模の試算
  • 市場徹底分析およびデータ三角法評価
  • 調査の前提条件

第3章 エグゼクティブサマリー

第4章 特記すべき考察点

  • 注目を集める商機
  • 種類別市場
  • 世界市場 - 業種/地域別
  • ライフサイクル分析 - 地域別
  • 投資の最適市場
  • 地域別普及度

第5章 市場概要

  • イントロダクション
  • 市場の進化
  • 市場セグメンテーション
    • ソリューション別
    • サービス別
    • 導入モデル別
    • 業種別
    • 地域別
  • 市場動態
    • 推進要因
      • 最小限の資本支出
      • 強化された業務の機敏性
      • より迅速な導入
      • 在宅勤務者の採用
    • 抑制要因
      • 高い初期投資
      • 情報損失のリスク
    • 機会
      • オムニチャネル体験への移行
      • 顧客満足体験の向上
    • 課題
      • セキュリティ問題
      • 集積レベルの維持
    • 規制関係

第6章 産業動向

  • イントロダクション
  • バリューチェーン分析
  • 戦略的ベンチマーキング
  • データ通信量動向
  • Porterのファイブフォース分析

第7章 クラウド利用型コンタクトセンター市場 - 形式別

  • イントロダクション
  • クラウド利用型コンタクトセンター:市場規模および予測 - ソリューション別
    • 自動電話着信分配
    • エージェント業務最適化
    • 自動ダイヤル
    • 双方向音声応答
    • コンピューター電話統合通信ソフトウェア
    • 分析およびレポート作成
    • オムニチャネル・ソリューション
  • クラウド利用型コンタクトセンター:市場規模および予測 - サービス別
    • プロフェッショナル・サービス
    • システムインテグレーター
    • マネージド・サービス

第8章 クラウド利用型コンタクトセンター市場 - 導入モデル別

  • イントロダクション
  • パブリッククラウド
  • ハイブリッドクラウド
  • プライベートクラウド

第9章 クラウド利用型コンタクトセンター市場 - 用途別

  • イントロダクション
  • コールの経路設定および待機
  • データ統合および記録
  • 会話品質モニタリング
  • リアルタイム意思決定
  • 労力最適化

第10章 クラウド利用型コンタクトセンター市場 - 業種別

  • イントロダクション
  • 銀行、金融サービス、保険(BFSI)
  • 日用消費財、小売
  • 行政
  • 医療
  • メディア&エンターテインメント
  • トラベル&ホスピタリティ
  • 電気通信、情報技術
  • 運輸、物流
  • その他

第11章 クラウド利用型コンタクトセンター市場 - 地域別

  • イントロダクション
  • 北米
  • 欧州
  • アジア太平洋地域
  • 中東・アフリカ
  • 中南米

第12章 競合環境

  • 概要
  • 競合状況および動向
    • 新製品の発表および強化
    • 提携および協業
    • M&A
    • 統合及び拡大
  • エンドユーザー分析
  • コンタクトセンターのデータ通信量
  • 製品ポートフォリオ比較

第13章 企業プロフィール(事業概要、製品・サービス/ソリューション、最新動向、M&M評など)

  • INTERACTIVE INTELLIGENCE GROUP, INC.
  • CISCO SYSTEMS, INC.
  • FIVE9, INC.
  • GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
  • ORACLE CORPORATION
  • 8X8, INC.
  • INCONTACT, INC.
  • 3CLOGIC, INC.
  • CONNECT FIRST, INC.
  • ASPECT SOFTWARE
  • その他主要企業

第14章 付録

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目次
Product Code: TC 2662

The cloud model has seen high demand and growth in the contact center market over the past few years. A cloud-based contact center is a deployment model that allows businesses to host their contact center in a remote, third-party data center rather than in a physical location owned by the contact center.

The global cloud-based contact center market is expected to grow from USD 4.68 billion in 2015 to USD 14.71 billion by 2020, at a Compound Annual Growth Rate (CAGR) of 25.7%. The key players in this market include Oracle, Cisco, Genesys, 3CLogic, Interactive Intelligence, 8X8, Aspect Software, InContact, Connect First, Five9 and other key innovators such as Mitel and LiveOps.

Various assumptions have been taken into consideration for the market sizing and forecasting exercise of the cloud-based contact center market. A few of the global assumptions include political, social, technological, and economic factors. The dollar fluctuations are expected to not seriously affect the forecasts in the emerging regions.

Organizations of all sizes worldwide are increasingly adopting cloud solutions for contact centers. The cloud-based contact center market has seen rapid adoption across verticals such as BFSI, IT and telecom, media and entertainment, and retail, which has led to the rapid growth of the market. Its high adoption across industries gives a clear view regarding robustness and maturity of the model. Due to major technology upgrades, several contact center organizations have shifted their setup from on-premise to cloud based. It helps organizations to save costs and modernize their contact center technology.

Latin America is expected to have the highest CAGR during the forecast period while North America is expected to dominate the market in terms of market share. Though the contact center market in Latin America is still at a nascent stage, it is expected to grow significantly during the forecast period. The contact center market in Mexico is expected to experience maximum growth.

The report aims at estimating the market size and future growth potential of this market across segments such as solutions, services, deployment models, applications, verticals, and regions. Furthermore, the report also includes an in-depth competitive analysis of the key players in the cloud-based contact center market, their company profiles, SWOT analysis, recent developments, and key market strategies.

The report would help the market leaders or new entrants in this market in the following ways:

  • 1. This report segments the market into various sub-segments, covering this market comprehensively. The report provides the closest approximations of the revenue numbers for the overall market and the sub-segments. The market numbers are further split across different end users and regions.
  • 2. This report would help in better understanding of the competitors and gain more insights to enhance one's position in the business. There is a separate section on competitive landscape, which includes competitor ecosystem, mergers and acquisitions, partnerships, and agreements. Besides, there are company profiles of ten players in this market and key innovators. Market internals have been provided to put one ahead of the competitors.
  • 3. The report also helps in understanding the overall growth of the market. It provides information on key market drivers, restraints, challenges, and opportunities

TABLE OF CONTENTS

1. INTRODUCTION

  • 1.1. OBJECTIVES OF THE STUDY
  • 1.2. MARKET DEFINITION
  • 1.3. MARKET SCOPE
    • 1.3.1. MARKETS COVERED
    • 1.3.2. YEARS CONSIDERED FOR THE STUDY
  • 1.4. CURRENCY
  • 1.5. LIMITATIONS
  • 1.6. STAKEHOLDERS

2. RESEARCH METHODOLOGY

  • 2.1. RESEARCH DATA
    • 2.1.1. SECONDARY DATA
      • 2.1.1.1. Key data from secondary sources
    • 2.1.2. PRIMARY DATA
      • 2.1.2.1. Key data from primary sources
      • 2.1.2.2. Key industry insights
      • 2.1.2.3. Breakdown of primary interviews
  • 2.2. MARKET SIZE ESTIMATION
    • 2.2.1. BOTTOM-UP APPROACH
    • 2.2.2. TOP-DOWN APPROACH
  • 2.3. MARKET BREAKDOWN AND DATA TRIANGULATION
  • 2.4. RESEARCH ASSUMPTIONS

3. EXECUTIVE SUMMARY

4. PREMIUM INSIGHTS

  • 4.1. ATTRACTIVE MARKET OPPORTUNITIES IN THE CLOUD-BASED CONTACT CENTER MARKET
  • 4.2. CLOUD-BASED CONTACT CENTER MARKET, BY TYPE
  • 4.3. CLOUD-BASED CONTACT CENTER GLOBAL MARKET, BY VERTICALS & REGIONS
  • 4.4. LIFECYCLE ANALYSIS, BY REGION (2015)
  • 4.5. BEST MARKET TO INVEST
  • 4.6. REGION WISE ADOPTION SCENARIO

5. MARKET OVERVIEW

  • 5.1. INTRODUCTION
  • 5.2. MARKET EVOLUTION
  • 5.3. MARKET SEGMENTATION
    • 5.3.1. BY SOLUTION
    • 5.3.2. BY SERVICE
    • 5.3.3. BY DEPLOYMENT MODEL
    • 5.3.4. BY APPLICATION
    • 5.3.5. BY VERTICAL
    • 5.3.6. BY REGION
  • 5.4. MARKET DYNAMICS
    • 5.4.1. DRIVERS
      • 5.4.1.1. Minimal capital expenses
      • 5.4.1.2. Enhanced business agility
      • 5.4.1.3. Faster deployment
      • 5.4.1.4. Acceptance of home-based work
    • 5.4.2. RESTRAINTS
      • 5.4.2.1. High initial investment
      • 5.4.2.2. Risk of information loss
    • 5.4.3. OPPORTUNITIES
      • 5.4.3.1. Move to omni-channel experience
      • 5.4.3.2. Improved customer experience
    • 5.4.4. CHALLENGES
      • 5.4.4.1. Security issues
      • 5.4.4.2. Maintaining integration levels
    • 5.4.5. REGULATORY IMPLICATIONS
  • 5.5. INNOVATION SPOTLIGHT

6. INDUSTRY TRENDS

  • 6.1. INTRODUCTION
  • 6.2. VALUE CHAIN ANALYSIS
  • 6.3. STRATEGIC BENCHMARKING
    • 6.3.1. STRATEGIC BENCHMARKING: PRODUCT DEVELOPMENT AND ENHANCEMENT BY KEY PLAYERS FROM 2013 TO 2015
    • 6.3.2. STRATEGIC BENCHMARKING: MERGERS, ACQUISITIONS, AND STRATEGIC AGREEMENTS BY EMERGING/INNOVATIVE VENDORS FROM 2013 TO 2015
  • 6.4. DATA TRAFFIC TRENDS IN GLOBAL CLOUD-BASED CONTACT CENTER MARKET
  • 6.5. PORTER'S FIVE FORCES ANALYSIS
    • 6.5.1. THREAT OF NEW ENTRANTS
    • 6.5.2. THREAT OF SUBSTITUTES
    • 6.5.3. BARGAINING POWER OF SUPPLIERS
    • 6.5.4. BARGAINING POWER OF BUYERS
    • 6.5.5. INTENSITY OF COMPETITIVE RIVALRY

7. CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY TYPE

  • 7.1. INTRODUCTION
  • 7.2. CLOUD-BASED CONTACT CENTER MARKET: BY SOLUTION
    • 7.2.1. AUTOMATIC CALL DISTRIBUTION (ACD)
    • 7.2.2. AGENT PERFORMANCE OPTIMIZATION (APO)
    • 7.2.3. DIALERS
    • 7.2.4. INTERACTIVE VOICE RESPONSE (IVR)
    • 7.2.5. COMPUTER TELEPHONY INTEGRATION (CTI)
    • 7.2.6. ANALYTICS AND REPORTING
    • 7.2.7. OMNI-CHANNEL SOLUTIONS
  • 7.3. CLOUD-BASED CONTACT CENTER MARKET: BY SERVICE
    • 7.3.1. PROFESSIONAL SERVICES
    • 7.3.2. SYSTEM INTEGRATOR
    • 7.3.3. MANAGED SERVICES

8. CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY DEPLOYMENT MODEL

  • 8.1. INTRODUCTION
  • 8.2. PUBLIC CLOUD
  • 8.3. HYBRID CLOUD
  • 8.4. PRIVATE CLOUD

9. CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY APPLICATION

  • 9.1. INTRODUCTION
  • 9.2. CALL ROUTING AND QUEUING
  • 9.3. DATA INTEGRATION AND RECORDING
  • 9.4. CHAT QUALITY MONITORING
  • 9.5. REAL-TIME DECISION MAKING
  • 9.6. WORKFORCE OPTIMIZATION

10. CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY VERTICAL

  • 10.1. INTRODUCTION
  • 10.2. BFSI
  • 10.3. CONSUMER GOODS & RETAIL
  • 10.4. GOVERNMENT
  • 10.5. HEALTHCARE
  • 10.6. MEDIA & ENTERTAINMENT
  • 10.7. TRAVEL & HOSPITALITY
  • 10.8. TELECOMMUNICATIONS & IT
  • 10.9. TRANSPORTATION & LOGISTICS
  • 10.10. OTHERS

11. GEOGRAPHIC ANALYSIS

  • 11.1. INTRODUCTION
  • 11.2. NORTH AMERICA
  • 11.3. EUROPE
  • 11.4. ASIA-PACIFIC (APAC)
  • 11.5. MIDDLE EAST AND AFRICA
  • 11.6. LATIN AMERICA

12. COMPETITIVE LANDSCAPE

  • 12.1. OVERVIEW
  • 12.2. COMPETITIVE SITUATION & TRENDS
    • 12.2.1. NEW PRODUCT LAUNCHES AND ENHANCEMENTS
    • 12.2.2. PARTNERSHIPS AND COLLABORATIONS
    • 12.2.3. MERGERS AND ACQUISITIONS
    • 12.2.4. INTEGRATIONS AND EXPANSIONS
  • 12.3. END-USER ANALYSIS
    • 12.3.1. HIGH ADOPTION Y LARGE ENTERPRISES
    • 12.3.2. DEMAND FOR CLOUD-BASED CONTACT CENTER ACROSS VERTICALS
      • 12.3.2.1. BFSI
      • 12.3.2.2. Telecommunication and IT
  • 12.4. CONTACT CENTER DATA TRAFFIC
  • 12.5. PRODUCT PORTFOLIO COMPARISON

13. COMPANY PROFILES (Business Overview, Products & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*

  • 13.2. INTERACTIVE INTELLIGENCE GROUP, INC.
  • 13.3. CISCO SYSTEMS, INC.
  • 13.4. FIVE9, INC.
  • 13.5. GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
  • 13.6. ORACLE CORPORATION
  • 13.7. 8X8, INC.
  • 13.8. INCONTACT, INC.
  • 13.9. 3CLOGIC, INC.
  • 13.10. CONNECT FIRST, INC.
  • 13.11. ASPECT SOFTWARE
  • 13.12. KEY INNOVATORS
    • 13.12.1. MITEL NETWORKS CORPORATION
    • 13.12.2. LIVEOPS SOCIAL

*Details on Business Overview, Products & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.

14. APPENDIX

  • 14.1. INSIGHTS FROM INDUSTRY EXPERTS
  • 14.2. DISCUSSION GUIDE
  • 14.3. INTRODUCTION RT: REAL-TIME MARKET INTELLIGENCE
  • 14.4. AVAILABLE CUSTOMIZATIONS
  • 14.5. RELATED REPORTS

LIST OF TABLES

  • TABLE 1: CLOUD-BASED CONTACT CENTER MARKET SIZE AND GROWTH, 2013-2020 (USD MILLION, Y-O-Y %)
  • TABLE 2: INNOVATION SPOTLIGHT: LATEST TECHNOLOGY INNOVATIONS
  • TABLE 3: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY TYPE, 2013-2020 (USD MILLION)
  • TABLE 4: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2013-2020 (USD MILLION)
  • TABLE 5: AUTOMATIC CALL DISTRIBUTION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 6: AGENT PERFORMANCE OPTIMIZATION: C LOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 7: DIALERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 8: INTERACTIVE VOICE RESPONSE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 9: CUSTOMER TELEPHONY INTEGRATION SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 10: ANALYTICS AND REPORTING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 11: OMNI-CHANNEL SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 12: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2013-2020 (USD MILLION)
  • TABLE 13: PROFESSIONAL SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 14: SYSTEM INTEGRATOR SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 15: MANAGED SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE,BY REGION, 2013-2020 (USD MILLION)
  • TABLE 16: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION)
  • TABLE 17: PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 18: HYBRID CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 19: PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 20: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2013-2020 (USD MILLION)
  • TABLE 21: CALL ROUTING AND QUEUING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 22: DATA INTEGRATION AND RECORDING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 23: CHAT QUALITY MONITORING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 24: REAL-TIME DECISION MAKING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 25: WORKFORCE OPTIMIZATION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 26: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION)
  • TABLE 27: BFSI: CLOUD-BASED CONTACT CENTER MARKET SIZE , BY REGION, 2013-2020 (USD MILLION)
  • TABLE 28: CONSUMER GOODS & RETAIL: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 29: GOVERNMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE BY REGION, 2013-2020 (USD MILLION)
  • TABLE 30: HEALTHCARE: CLOUD-BASED CONTACT CENTER MARKET SIZE BY REGION, 2013-2020 (USD MILLION)
  • TABLE 31: MEDIA & ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 32: TRAVEL & HOSPITALITY: CLOUD-BASED CONTACT CENTER MARKET SIZE , BY REGION, 2013-2020 (USD MILLION)
  • TABLE 33: TELECOMMUNICATIONS & IT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 34: TRANSPORTATION & LOGISTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 35: OTHERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 36: GLOBAL CLOUD-BASED CONTACT CENTER MARKET SIZE, 2013-2020 (USD MILLION)
  • TABLE 37: NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2013-2015 (USD MILLION)
  • TABLE 38: NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2013-2020 (USD MILLION)
  • TABLE 39: NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2013-2020 (USD MILLION)
  • TABLE 40: NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION)
  • TABLE 41: NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2013-2020 (USD MILLION)
  • TABLE 42: NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION)
  • TABLE 43: EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2013-2020 (USD MILLION)
  • TABLE 44: EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2013-2020 (USD MILLION)
  • TABLE 45: EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2013-2020 (USD MILLION)
  • TABLE 46: EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION)
  • TABLE 47: EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2013-2020 (USD MILLION)
  • TABLE 48: EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION)
  • TABLE 49: ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2013-2020 (USD MILLION)
  • TABLE 50: ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2013-2020 (USD MILLION)
  • TABLE 51: ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2013-2020 (USD MILLION)
  • TABLE 52: ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION)
  • TABLE 53: ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2013-2020 (USD MILLION)
  • TABLE 54: ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION)
  • TABLE 55: MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2013-2020 (USD MILLION)
  • TABLE 56: MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2013-2020 (USD MILLION)
  • TABLE 57: MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2013-2020 (USD MILLION)
  • TABLE 58: MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION)
  • TABLE 59: MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2013-2020 (USD MILLION)
  • TABLE 60: MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL 2013-2020 (USD MILLION)
  • TABLE 61: LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2013-2020 (USD MILLION)
  • TABLE 62: LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2013-2020 (USD MILLION)
  • TABLE 63: LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2013-2020 (USD MILLION)
  • TABLE 64: LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION)
  • TABLE 65: LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2013-2020 (USD MILLION)
  • TABLE 66: LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION)
  • TABLE 67: NEW PRODUCT LAUNCHES AND ENHANCEMENTS, 2011-2015
  • TABLE 68: PARTNERSHIPS AND COLLABORATIONS, 2011-2015
  • TABLE 69: MERGERS AND ACQUISITIONS, 2011-2015
  • TABLE 70: INTEGRATIONS AND EXPANSIONS, 2011-2015

LIST OF FIGURES

  • FIGURE 1: CLOUD-BASED CONTACT CENTER: RESEARCH DESIGN
  • FIGURE 2: BREAKDOWN OF PRIMARY INTERVIEWS: BY COMPANY TYPE, DESIGNATION, AND REGION
  • FIGURE 3: MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH
  • FIGURE 4: MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH
  • FIGURE 5: DATA TRIANGULATION
  • FIGURE 6: SERVICES ARE ESTIMATED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 7: OMNI-CHANNEL SOLUTIONS ARE EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 8: MANAGED SERVICES ESTIMATED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 9: HYBRID CLOUD DEPLOYMENT TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 10: BFSI TO GROW AT THE HIGHEST CAGR FROM 2015 TO 2020
  • FIGURE 11: NORTH AMERICA IS ESTIMATED TO HOLD THE LARGEST SHARE OF THE CLOUD-BASED CONTACT CENTER MARKET IN 2015
  • FIGURE 12: DEMAND FOR BETTER CUSTOMER EXPERIENCE IS EXPECTED TO PROPEL THE CLOUD-BASED CONTACT CENTER MARKET DURING THE FORECAST PERIOD
  • FIGURE 13: SERVICES TO DOMINATE THE COMPONENT SEGMENT OF CLOUD-BASED CONTACT CENTER MARKET DURING THE FORECAST PERIOD
  • FIGURE 14: BFSI ESTIMATED TO DOMINATE THE CLOUD-BASED CONTACT CENTER MARKET IN 2015
  • FIGURE 15: LATIN AMERICA IS EXPECTED TO GROW RAPIDLY IN THE COMING YEARS
  • FIGURE 16: BEST MARKET TO INVEST, BY REGION
  • FIGURE 17: REGIONAL ON-DEMAND ADOPTION SCENARIO, 2015
  • FIGURE 18: EVOLUTION OF THE CLOUD-BASED CONTACT CENTER MARKET
  • FIGURE 19: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION
  • FIGURE 20: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE
  • FIGURE 21: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODEL
  • FIGURE 22: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION
  • FIGURE 23: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL
  • FIGURE 24: CLOUD-BASED CONTACT CENTER MARKET, BY REGION
  • FIGURE 25: CLOUD-BASED CONTACT CENTER MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
  • FIGURE 26: CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN
  • FIGURE 27: STRATEGIC BENCHMARKING: PRODUCT DEVELOPMENT AND PRODUCT ENHANCEMENT BY TOP VENDORS
  • FIGURE 28: STRATEGIC BENCHMARKING: MERGERS, ACQUISITIONS, AND STRATEGIC AGREEMENTS
  • FIGURE 29: PORTER'S FIVE FORCES ANALYSIS: CLOUD-BASED CONTACT CENTER MARKET
  • FIGURE 30: CLOUD-BASED CONTACT CENTER MARKET BY TYPE: SERVICES ARE EXPECTED TO GROW AT A HIGHER RATE DURING THE FORECAST PERIOD
  • FIGURE 31: OMNI-CHANNEL SOLUTIONS SOLUTION IS EXPECTED TO HAVE THE HIGHEST CAGR BY 2020
  • FIGURE 32: MANAGED SERVICES SEGMENT IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 33: HYBRID CLOUD IS EXPECTED TO HAVE THE HIGHEST ADOPTION RATE DURING THE FORECAST PERIOD
  • FIGURE 34: HYBRID CLOUD IS PROJECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 35: CALL ROUTING AND QUEUING IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 36: BFSI VERTICAL IS EXPECTED TO EXHIBIT THE HIGHEST GROWTH RATE DURING THE FORECAST PERIOD
  • FIGURE 37: LATIN AMERICA IS PROJECTED TO EXHIBIT THE HIGHEST GROWTH IN THE CLOUD-BASED CONTACT CENTER MARKET DURING THE FORECAST PERIOD
  • FIGURE 38: GEOGRAPHIC SNAPSHOT: NORTH AMERICA ESTIMATED TO ACCOUNT FOR THE LARGEST SHARE IN THE CLOUD-BASED CONTACT CENTER MARKET DURING THE FORECAST PERIOD
  • FIGURE 39: LATIN AMERICA IS THE FASTEST GROWING REGION IN THE CLOUD-BASED CONTACT CENTER MARKET DURING THE FORECAST PERIOD
  • FIGURE 40: NORTH AMERICA MARKET SNAPSHOT: LARGE ENTERPRISES ARE EXPECTED TO HAVE THE LARGEST MARKET SIZE IN 2015
  • FIGURE 41: ASIA-PACIFIC MARKET SNAPSHOT: ASIA-PACIFIC IS EXPECTED TO BE ONE OF THE FASTEST-GROWING REGIONS IN 2015
  • FIGURE 42: COMPANIES ADOPTED NEW PRODUCT LAUNCH & ENHANCEMENT AS THE KEY GROWTH STRATEGY IN THE PAST THREE YEARS
  • FIGURE 43: MARKET EVALUATION FRAMEWORK
  • FIGURE 44: BATTLE FOR MARKET SHARE: PRODUCT LAUNCH AND ENHANCEMENT WAS THE KEY STRATEGY
  • FIGURE 45: CONTACT BASED CONTACT CENTER : PORTFOLIO COMPARISON
  • FIGURE 46: REGION-WISE REVENUE MIX OF THE TOP 5 MARKET PLAYERS
  • FIGURE 47: INTERACTIVE INTELLIGENCE GROUP, INC.: COMPANY SNAPSHOT
  • FIGURE 48: INTERACTIVE INTELLIGNECE GROUP, INC.: SWOT ANALYSIS
  • FIGURE 49: CISCO SYSTEMS, INC.: COMPANY SNAPSHOT
  • FIGURE 50: CISCO SYSTEMS: SWOT ANALYSIS
  • FIGURE 51: FIVE9, INC.: COMPANY SNAPSHOT
  • FIGURE 52: FIVE9, INC.: SWOT ANALYSIS
  • FIGURE 53: GENESYS TELECOMMUNICATION LABORATORIES, INC.: SWOT ANALYSIS
  • FIGURE 54: ORACLE CORPORATION: COMPANY SNAPSHOT
  • FIGURE 55: ORACLE CORPOATION: SWOT ANALYSIS
  • FIGURE 56: 8X8, INC.: COMPANY SNAPSHOT
  • FIGURE 57: INCONTACT,INC.: COMPANY SNAPSHOT:
  • FIGURE 58: MITEL NETWORKS CORPORATION: COMPANY SNAPSHOT
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