市场调查报告书

客服中心、服务的全球市场 (各类型,各用途,各地区):趋势分析,各企业市场占有率,未来预测 (2015~2025年)

Global Contact Center Service Market by Type, by Application, By Region ; Trend Analysis, Competitive Market Share & Forecast, 2015-2025

出版商 Blueweave Consulting & Research Private Limited 商品编码 924239
出版日期 内容资讯 英文 125 Pages
商品交期: 最快1-2个工作天内
价格
客服中心、服务的全球市场 (各类型,各用途,各地区):趋势分析,各企业市场占有率,未来预测 (2015~2025年) Global Contact Center Service Market by Type, by Application, By Region ; Trend Analysis, Competitive Market Share & Forecast, 2015-2025
出版日期: 2019年12月23日内容资讯: 英文 125 Pages
简介

全球客服中心、服务的市场规模在2018年估算为156亿4千万美元,预计2025年成长到353亿2000万美元的规模,并以14.8%的年复合成长率增大。

本报告提供全球客服中心、服务市场相关分析,市场基本结构和促进、阻碍因素,市场整体及各类型、各用途、各地区的趋势预测 (过去5年、今后7年份),市场策略的趋势与案例,主要企业的简介等相关调查。

第1章 分析的组成架构

第2章 调查方法

第3章 摘要整理

第4章 全球客服中心、服务市场:产业分析

  • DROC分析 (促进因素、阻碍因素、机会、威胁)
  • 技术环境
  • 法规结构
  • 各企业市场占有率 (2019年)
  • 波特的五力分析
  • 策略展望

第5章 全球客服中心、服务市场:概要

  • 市场规模与其预测 (2016~2026年)
    • 以金额为准
    • 各部署方式
    • 各企业规模
    • 各用途
    • 各地区

第6章 北美的客服中心、服务市场:概要

  • 市场规模与其预测 (2016~2026年)
    • 各部署方式
    • 各企业规模
    • 各用途
    • 各国

第7章 欧洲的客服中心、服务市场:概要

第8章 亚太地区的客服中心、服务市场:概要

第9章 欧洲的客服中心、服务市场:概要

第10章 中东、非洲的客服中心、服务市场:概要

第11章 公司概要(企业概要,财务矩阵,主要产品环境,企业员工,主要的竞争企业,联系资讯,SWOT分析,企业策略预测)

  • 3CLogic
  • 8x8
  • Alcatel-Lucent Enterprise
  • Ameyo
  • Aspect Software
  • Avaya
  • BT
  • Cisco
  • Enghouse Interactive
  • Fenero
  • Five9
  • Genesys
  • Huawei
  • IBM
  • Mitel
  • 日本电气
  • NICE
  • Oracle
  • RingCentral
  • SAP
  • Solgari
  • Topdown
  • Unify
  • Verizon
  • Vocalcom
  • West Corporation
  • 其他主要企业
目录
Product Code: BWC19355

According to BlueWeave Consulting, the Global Contact Center Service Market is expected to grow at a significant rate during the forecast period. The global contact center software market size was valued at approximately at USD 15.64 billion in the year 2018 and is estimated to reach the valuation of USD 35.32 billion by the year 2025, by growing at a Compound Annual Growth Rate (CAGR) of 14.8% during the forecast period 2019- 2025. The market is growing due to various factors. As per the report, one of the significant drivers for this market is rising reception of cloud-based contact centers. A cloud-based contact center is a product as-a-service (SaaS) that is sent, put away, and accurately intended for cloud arrangements. Endeavors can utilize this administration on membership, where they are charged on a pay-more only as costs arise premise (they are charged by the merchants just for the administration they have benefited). Cloud-based contact focuses are adaptable as they can rapidly adjust to the changing industry needs and can be incorporated with outsider applications through open application programming interface (API) systems.

Further, the report expresses that one of the main considerations preventing the development of this market is the inability to accomplish an ASA. The greatest test looked by inbound and mixed contact focuses is to accomplish a foreordained normal speed of answer (ASA). An ASA is the key execution pointer for cloud-based contact centers, which helps directors in evaluating their group's presentation and the effectiveness of their guests. An ASA incorporates the measure of time a client holds up in the line and time the specialist's telephone is ringing. Be that as it may, it does exclude the time taken for clients to explore through IVR. Contact centers should utilize workforce the board (WFM) answers for a deal with their assets so they can meet the ideal ASA and administration levels. Inferable from the developing client desires for better administrations, this issue is a colossal test for the merchants of contact centers.

The cloud-based section from the type section holds a major share in the Global Contact Center Service Market during the forecast period

Expanded reception of cloud-based contact center services has engaged the business organizations in reinforcing the security of clients' classified data through web security and brought together database. Moreover, cloud-based contact focus administrations give various client purpose of contact, which enable access to the fundamental information from anyplace and whenever over the globe. With the challenge of strengthening throughout the years, it has become essential for associations to keep up steady and predictable associations with their clients and guarantee client reliability. Different organizations are widely receiving contact focus programming to improve consumer loyalty levels and their experience over the request call.

The Asia Pacific region holds a lion's share in the Global Contact Center Service Market during the forecast period

Asia Pacific is anticipated to observe significant development and reach USD 10,487.0 million by the year 2025, attributable to the quick digitization and industrialization activities embraced by the administration in this district. Interest for contact focus programming and administrations in the retail portion is driven by the rising need among associations to guarantee the fulfillment of clients and conquer difficulties engaged with client maintenance forms. Specialized progressions in correspondence and coordinated effort application brings about an expanded interest in preparing and counseling administrations, as experts and clients are required to be prepared to comprehend and get information about new applications.

Global Contact Center Service Market: Competitive Insight

The major players in the Global Contact Center Service Market include prominent names like Teleperformance, Alorica, Convergys, Atento S.A, Sykes Enterprises, Arvato, Serco Group, Acticall (Sitel), Transcom, TeleTech, Concentrix (SYNNEX), HKT Teleservices, Comdata Group, among others.

Table of Contents

1. Research Framework

  • 1.1. Research Objective
  • 1.2. Product Overview
  • 1.3. Market Segmentation

2. Research Methodology

  • 2.1. Qualitative Research
    • 2.1.1. Primary & Secondary Sources
  • 2.2. Quantitative Research
    • 2.2.1. Primary & Secondary Sources
  • 2.3. Breakdown of Primary Research Respondents
    • 2.3.1. Secondary Research
    • 2.3.2. Primary Research
  • 2.4. Breakdown of Primary Research Respondents, By Industry Participants
  • 2.5. Market Size Estimation
  • 2.6. Assumption for the Study
  • 2.7. Market Breakdown & Data Triangulation

3. Executive Summary

4. Global Contact Center Service Market - Industry Insights

  • 4.1. DROC Analysis
    • 4.1.1. Growth Drivers
    • 4.1.2. Restraints
    • 4.1.3. Opportunities
    • 4.1.4. Challenges
  • 4.2. Technological Advancement
  • 4.3. Regulatory Framework
  • 4.4. Company Market Share Analysis, 2019
  • 4.5. Porter's Five Forces Analysis
  • 4.6. Strategic Outlook

5. Global Contact Center Service Market Overview

  • 5.1. Market Size & Forecast, 2016-2026
    • 5.1.1. By Value (USD Million)
    • 5.1.2. By Deployment Type
      • 5.1.2.1. Cloud
      • 5.1.2.2. On-Premises
    • 5.1.3. By Organization Size
      • 5.1.3.1. Large Enterprises
      • 5.1.3.2. Small and Medium-sized Enterprises (SMEs)
    • 5.1.4. By Application Type
      • 5.1.4.1. Telecommunication
      • 5.1.4.2. BFSI
      • 5.1.4.3. Government and Public Sector
      • 5.1.4.4. Healthcare and Life Sciences
      • 5.1.4.5. Retail and Consumer Goods
      • 5.1.4.6. Others
    • 5.1.5. By Region
      • 5.1.5.1. North America
      • 5.1.5.2. Europe
      • 5.1.5.3. Asia-Pacific
      • 5.1.5.4. Latin America
      • 5.1.5.5. Middle East & Africa

6. North America Contact Center Service Market Overview

    • 6.1.1. Market Size & Forecast (USD Million) 2016-2026
    • 6.1.2. By Deployment Type
    • 6.1.3. By Organization Size
    • 6.1.4. By Application
    • 6.1.5. By Country
      • 6.1.5.1. United States
      • 6.1.5.2. Canada

7. Europe Contact Center Service Market Overview

    • 7.1.1. Market Size & Forecast (USD Million) 2016-2026
    • 7.1.2. By Deployment Type
    • 7.1.3. By Organization Size
    • 7.1.4. By Application
    • 7.1.5. By Country
      • 7.1.5.1. United Kingdom
      • 7.1.5.2. Germany
      • 7.1.5.3. France

8. Asia -Pacific Contact Center Service Market Overview

    • 8.1.1. Market Size & Forecast (USD Million) 2016-2026
    • 8.1.2. By Deployment Type
    • 8.1.3. By Organization Size
    • 8.1.4. By Application
    • 8.1.5. By Country
      • 8.1.5.1. China
      • 8.1.5.2. Japan
      • 8.1.5.3. India
      • 8.1.5.4. South Korea

9. Latin America Contact Center Service Market Overview

    • 9.1.1. Market Size & Forecast (USD Million) 2016-2026
    • 9.1.2. By Deployment Type
    • 9.1.3. By Organization Size
    • 9.1.4. By Application
    • 9.1.5. By Country
      • 9.1.5.1. Brazil
      • 9.1.5.2. Mexico
      • 9.1.5.3. Rest of Latin America

10.Middle East & Africa Contact Center Service Market Overview

    • 10.1.1. Market Size & Forecast (USD Million) 2016-2026
    • 10.1.2. By Deployment Type
    • 10.1.3. By Organization Size
    • 10.1.4. By Application
    • 10.1.5. By Country
      • 10.1.5.1. Saudi Arabia
      • 10.1.5.2. UAE
      • 10.1.5.3. South Africa

11.Company Profiles (Company Overview, Financial Matrix, Key Product landscape, Key Personnel, Key Competitors, Contact Address, and Strategic Outlook) *

  • 11.1. 3CLogic
  • 11.2. 8x8
  • 11.3. Alcatel-Lucent Enterprise
  • 11.4. Ameyo
  • 11.5. Aspect Software
  • 11.6. Avaya
  • 11.7. BT
  • 11.8. Cisco
  • 11.9. Enghouse Interactive
  • 11.10. Fenero
  • 11.11. Five9
  • 11.12. Genesys
  • 11.13. Huawei
  • 11.14. IBM
  • 11.15. Mitel
  • 11.16. NEC
  • 11.17. NICE
  • 11.18. Oracle
  • 11.19. RingCentral
  • 11.20. SAP
  • 11.21. Solgari
  • 11.22. Topdown
  • 11.23. Unify
  • 11.24. Verizon
  • 11.25. Vocalcom
  • 11.26. West Corporation
  • 11.27. Other Prominent Players