Global Contact Center Market 2018-2022

◆상품코드 : IRTNTR20291
◆발행일 : 2018년 2월
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[조사보고서 개요]

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.

[조사보고서 목차]

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



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