Cover ImageSALE
市场调查报告书

全球客服中心市场 2018年~2022年

Global Contact Center Market 2018-2022

出版商 TechNavio (Infiniti Research Ltd.) 商品编码 316408
出版日期 内容信息 英文 103 Pages
订单完成后即时交付
价格
Back to Top
全球客服中心市场 2018年~2022年 Global Contact Center Market 2018-2022
出版日期: 2018年02月05日 内容信息: 英文 103 Pages
简介

关于客服中心

客服中心,是企业进行客户应对相关业务的部门,在企业客户管理策略中发挥了重要作用。

Technavio的分析师预测,从2018年到2022年之间,全球客服中心市场将以8.54%的年复合成长率成长。

本报告提供客服中心的全球市场调查,市场概要,各互动、引进类型、地区的市场趋势,市场规模的变化与预测,成长促进因素以及课题分析,竞争情形,主要企业的简介等全面性信息。

目录

第1章 摘要整理

第2章 调查范围

第3章 调查方法

第4章 市场情形

  • 市场生命周期
  • 市场特性
  • 市场区隔分析

第5章 市场规模

  • 市场定义
  • 市场规模
  • 市场规模的预测

第6章 波特的五力分析

  • 买方议价能力
  • 供给企业谈判力
  • 新加入业者的威胁
  • 替代品的威胁
  • 竞争企业间的敌对关系
  • 市场情形

第7章 市场区隔:各互动

  • 市场区隔:各互动
  • 比较:各互动
  • 语音为基础
  • 文本为基础
  • 社群媒体为基础
  • 市场机会:各互动

第8章 市场区隔:各引进类型

  • 市场区隔:各引进类型
  • 内部部署
  • 云端

第9章 客户形势

第10章 地区形势

  • 市场比较:各地区
  • 地区比较
  • 南北美洲
  • 欧洲、中东、非洲
  • 亚太地区
  • 市场机会

第11章 决策架构

第12章 成长要素与课题

  • 市场成长要素
  • 市场课题

第13章 市场趋势

  • 为了缩短所需时间(TAT)的聊天机器人的集成
  • 以提高客户体验为目的使用分析功能
  • 为了提供定制解决方案引进AI

第14章 业者情势

  • 概要
  • 创造性破坏
  • 竞争模式

第15章 供应商分析

  • 交易厂商
  • 供应商的分类
  • 供应商的市场定位
  • Aspect
  • Cisco Systems
  • Genesys

第16章 附录

  • 简称的清单

本网页内容可能与最新版本有所差异。详细情况请与我们联系。

目录
Product Code: IRTNTR20291

About Contact Center

A contact center acts as a central point in an enterprise from where all contacts are managed. It plays a prominent role in the broad customer management strategies of an enterprise.

Technavio's analysts forecast the global contact center market to grow at a CAGR of 8.54 % during the period 2018-2022.

Covered in this report

The report covers the present scenario and the growth prospects of the global contact center market for 2018-2022. To calculate the market size, the report considers the revenue generated from the sales of contact center solutions.

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

  • Americas
  • APAC
  • EMEA

Technavio's report, Global Contact Center Market 2018-2022, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the market landscape and its growth prospects over the coming years. The report also includes a discussion of the key vendors operating in this market.

Key vendors

  • Aspect
  • Cisco Systems
  • Genesys

Market driver

  • Rising adoption of cloud-based contact centers
  • For a full, detailed list, view our report

Market challenge

  • Inability to achieve an ASA
  • For a full, detailed list, view our report

Market trend

  • Integration of chatbots for better turnaround times
  • For a full, detailed list, view our report

Key questions answered in this report

  • What will the market size be in 2022 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?

You can request one free hour of our analyst's time when you purchase this market report. Details are provided within the report.

Table of Contents

PART 01: EXECUTIVE SUMMARY

PART 02: SCOPE OF THE REPORT

PART 03: RESEARCH METHODOLOGY

PART 04: MARKET LANDSCAPE

  • Market ecosystem
  • Market characteristics
  • Market segmentation analysis

PART 05: MARKET SIZING

  • Market definition
  • Market sizing 2017
  • Market size and forecast 2017-2022

PART 06: FIVE FORCES ANALYSIS

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

PART 07: MARKET SEGMENTATION BY TYPE OF INTERACTION

  • Segmentation by type of interaction
  • Comparison by type of interaction
  • Voice-based - Market size and forecast 2017-2022
  • Text-based - Market size and forecast 2017-2022
  • Social media-based - Market size and forecast 2017-2022
  • Market opportunity by type of interaction

PART 08: MARKET SEGMENTATION BY DEPLOYMENT

  • Segmentation by deployment
  • On-premises
  • Cloud-based

PART 09: CUSTOMER LANDSCAPE

PART 10: REGIONAL LANDSCAPE

  • Geographical segmentation
  • Regional comparison
  • Americas - Market size and forecast 2017-2022
  • EMEA - Market size and forecast 2017-2022
  • APAC - Market size and forecast 2017-2022
  • Market opportunity

PART 11: DECISION FRAMEWORK

PART 12: DRIVERS AND CHALLENGES

  • Market drivers
  • Market challenges

PART 13: MARKET TRENDS

  • Integration of chatbots for better turnaround times
  • Use of analytics for enhancing the customer experience
  • Incorporation of AI for providing customized solutions

PART 14: VENDOR LANDSCAPE

  • Overview
  • Landscape disruption
  • Competitive scenario

PART 15: VENDOR ANALYSIS

  • Vendors covered
  • Vendor classification
  • Market positioning of vendors
  • Aspect
  • Cisco Systems
  • Genesys

PART 16: APPENDIX

  • List of abbreviations

List of Exhibits

  • Exhibit 01: Parent market
  • Exhibit 02: Global IT service market
  • Exhibit 03: Market characteristics
  • Exhibit 04: Market segments
  • Exhibit 05: Market definition - Inclusions and exclusions checklist
  • Exhibit 06: Market size 2017
  • Exhibit 07: Validation techniques employed for market sizing 2017
  • Exhibit 08: Global contact center market - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 09: Global contact center market - Year-over-year growth 2018-2022 (%)
  • Exhibit 10: Five forces analysis 2017
  • Exhibit 11: Five forces analysis 2022
  • 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 2017
  • Exhibit 18: Market condition - Five forces 2022
  • Exhibit 19: Global contact center market by type of interaction - Market share 2017-2022 (%)
  • Exhibit 20: Comparison by type of interaction
  • Exhibit 21: Voice-based - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 22: Voice-based - Year-over-year growth 2018-2022 (%)
  • Exhibit 23: Text-based - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 24: Text-based - Year-over-year growth 2018-2022 (%)
  • Exhibit 25: Social media-based - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 26: Social media-based - Year-over-year growth 2018-2022 (%)
  • Exhibit 27: Market opportunity by type of interaction
  • Exhibit 28: Vendors and the types of contact center solutions they offer
  • Exhibit 29: Customer landscape
  • Exhibit 30: Global contact center market by geography - Market share 2017-2022 (%)
  • Exhibit 31: Regional comparison
  • Exhibit 32: Americas - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 33: Americas - Year-over-year growth 2018-2022 (%)
  • Exhibit 34: Top 3 countries in the Americas
  • Exhibit 35: EMEA - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 36: EMEA - Year-over-year growth 2018-2022 (%)
  • Exhibit 37: Top 3 countries in EMEA
  • Exhibit 38: APAC - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 39: APAC - Year-over-year growth 2018-2022 (%)
  • Exhibit 40: Top 3 countries in APAC
  • Exhibit 41: Market opportunity
  • Exhibit 42: Vendor landscape
  • Exhibit 43: Landscape disruption
  • Exhibit 44: Product description
  • Exhibit 45: Vendors covered
  • Exhibit 46: Vendor classification
  • Exhibit 47: Market positioning of vendors
  • Exhibit 48: Aspect - Overview
  • Exhibit 49: Aspect - Business segments
  • Exhibit 50: Aspect - Organizational developments
  • Exhibit 51: Aspect - Key customers
  • Exhibit 52: Cisco Systems -Overview
  • Exhibit 53: Cisco Systems - Business segments
  • Exhibit 54: Cisco Systems - Organizational developments
  • Exhibit 55: Cisco Systems - Geographic focus
  • Exhibit 56: Cisco Systems - Segment focus
  • Exhibit 57: Cisco Systems - Key customers
  • Exhibit 58: Genesys - Overview
  • Exhibit 59: Genesys - Business segments
  • Exhibit 60: Genesys - Organizational developments
  • Exhibit 61: Genesys - Key customers
Back to Top