Growth Opportunities in the Global Contact Center Systems Market, Forecast to 2020
Growth Opportunities in the Global Contact Center Systems Market, Forecast to 2020
Actionable Strategies to Remain Relevant Amidst the Cloudy Landscape
22-Feb-2017
Global
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Description
New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the Global Contact Center Systems Market finds that the market for on-premises contact center systems continues to decline as companies increasingly switch to hosted/cloud solutions. However, globally Contact Center Analytics represents a bright growth opportunity in the on-premises contact center systems market as companies seek to get the most out of their existing investments. Contact center analytics systems include speech analytics, multi-channel customer interaction analytics, and contact center performance analytics applications. Enterprises are increasingly looking to source these solutions from their primary contact center infrastructure or workforce optimization vendors.
RESEARCH: INFOGRAPHIC
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Table of Contents
Purpose of this Experiential Study
Step Process to Transformational Growth
Strategic Imperatives for Contact Center Systems Providers (CCSPs)
Global Contact Center Systems Markets
Global Contact Center Systems Provider Landscape
Drivers and Restraints
Forecast Assumptions
Revenue Forecast—Contact Center Systems Market
Revenue Forecast by Service Segment—Contact Center Systems Market
Inbound Contact Routing Systems
IVR and Voice Portal Systems
Outbound Dialer Systems
Quality Monitoring Systems
Workforce Management Systems
Analytics
Revenue Forecast by Region—Contact Center Systems Market
Revenue Forecast by Industry Vertical—Contact Center Systems Market
Revenue Forecast by Contact Center Size—Contact Center Systems Market
Market Share by Revenue—Inbound Contact Routing Systems Market
Market Share by Revenue—IVR Systems Market
Market Share by Revenue—Outbound Dialer Systems Market
Market Share by Revenue—Quality Monitoring Systems Market
Market Share by Revenue—Workforce Management Systems Market
Market Share by Revenue—Contact Center Analytics Market
Market Share by Revenue—Contact Center Systems Market
Macro to Micro Visioning
Visioning Scenarios for the Contact Center Systems Market
Top Predictions for the Contact Center Systems Market
Levers for Growth
Growth Opportunity 1—Omnichannel Customer Experience
Growth Opportunity 2—Customer Experience Analytics
Growth Opportunity 3—Big Data & Analytics/Machine Learning
Growth Opportunity 4—Social Media Monitoring
Growth Opportunity 5—Social Customer Engagement
Growth Opportunity 6—Agent Desktop/Agent Empowerment
Growth Opportunity 7—Catering to the New Workforce
Growth Opportunity 8—Automation via Artificial Intelligence (AI)
Growth Opportunity 9—Virtual Agent/Advisor
Growth Opportunity 10—Live Chat
Growth Opportunity 11—Proactive/Interactive Customer Contact
Growth Opportunity 12—Messaging Platforms in Customer Service
Growth Opportunity 13—Gamifying the Customer Experience
Growth Opportunity 14—Video
Growth Opportunity 15—Back Office WFO
Growth Opportunity 16: The IoT—Supporting Immersive Experiences
Growth Opportunity 17—WebRTC Applications
Growth Opportunity 18: BC/DR—Enabling Continuous CX
Growth Opportunity 20—Innovation & Transformation
Growth Opportunity 21—Third Party Validation
Growth Opportunity 22—Customer Lifetime Value (CLV)
Growth Opportunity 23—Best-in-Class
Growth Opportunity 24—Sales & Marketing Use Cases
Growth Opportunity 25—Industry Vertical Marketing
Growth Opportunity 26—Lead Generation
Growth Opportunity 27—Inbound Marketing Capabilities
Growth Opportunity 28—Outbound Marketing Priorities
Growth Opportunity 29—Social Media Marketing
Growth Opportunity 30—Sales Enablement Content
Identifying Your Company’s Growth Zone
Growth Opportunities 1-19: Vision and Strategy
Growth Opportunities 20-30: Brand and Demand
Growth Opportunities Matrix
Growth Strategies for Your Company
Prioritized Opportunities through Implementation
Legal Disclaimer
Representative Companies Product Offerings by Segment (1/5)
Representative Companies Product Offerings by Segment (2/5)
Representative Companies Product Offerings by Segment (3/5)
Representative Companies Product Offerings by Segment (4/5)
Representative Companies Product Offerings by Segment (5/5)
Abbreviations and Acronyms Used
Global—Key Takeaways
NA—Key Takeaways
LATAM—Key Takeaways
- 1. Contact Center Systems Market: Market Drivers and Restraints, Global, 2016–2020
- 2. Total Contact Center Systems Market: Others, Global, 2015
- 1. Contact Center Systems Market: Revenue Forecast, Global, 2014–2020
- 2. Contact Center Systems Market: Revenue Forecast by Service Segment, Global, 2014–2020
- 3. Inbound Contact Routing Systems Market: Revenue Breakdown by Region, Global, 2015
- 4. IVR and Voice Portal Systems Market: Revenue Breakdown by Region, Global, 2015
- 5. Outbound Dialer Systems Market: Revenue Breakdown by Region, Global, 2015
- 6. Quality Monitoring Systems Market: Revenue Breakdown by Region, Global, 2015
- 7. Workforce Management Systems Market: Revenue Breakdown by Region, Global, 2015
- 8. Analytics Market: Revenue Breakdown by Region, Global, 2015
- 9. Contact Center Systems Market: Revenue Forecast by Region, Global, 2014-2020
- 10. Contact Center Systems Market: Revenue Forecast by Industry Vertical, Global, 2014-2020
- 11. Contact Center Systems Market: Revenue Forecast by Contact Center Size, Global, 2014-2020
- 12. Inbound Contact Routing Systems Market: Market Share by Revenue, Global, 2014 and 2015
- 13. IVR Systems Market: Market Share by Revenue, Global, 2014 and 2015
- 14. Outbound Dialer Systems Market: Market Share by Revenue, Global, 2014 and 2015
- 15. Quality Monitoring Systems Market: Market Share by Revenue, Global, 2014 and 2015
- 16. Workforce Management Systems Market: Market Share by Revenue, Global, 2014 and 2015
- 17. Contact Center Analytics Market: Market Share by Revenue, Global, 2014 and 2015
- 18. Contact Center Systems Market: Market Share by Revenue, Global, 2014 and 2015
Related Research
Popular Topics
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Table of Contents | | Executive Dashboard~ || Purpose of this Experiential Study~ || Step Process to Transformational Growth~ || Strategic Imperatives for Contact Center Systems Providers (CCSPs)~ | Growth Environment—Market Overview~ || Global Contact Center Systems Markets~ || Global Contact Center Systems Provider Landscape~ || Drivers and Restraints~ | Market Forecasts~ || Forecast Assumptions~ || Revenue Forecast—Contact Center Systems Market~ || Revenue Forecast by Service Segment—Contact Center Systems Market~ || Inbound Contact Routing Systems~ || IVR and Voice Portal Systems~ || Outbound Dialer Systems~ || Quality Monitoring Systems~ || Workforce Management Systems~ || Analytics~ || Revenue Forecast by Region—Contact Center Systems Market~ || Revenue Forecast by Industry Vertical—Contact Center Systems Market~ || Revenue Forecast by Contact Center Size—Contact Center Systems Market~ || Market Share by Revenue—Inbound Contact Routing Systems Market~ || Market Share by Revenue—IVR Systems Market~ || Market Share by Revenue—Outbound Dialer Systems Market~ || Market Share by Revenue—Quality Monitoring Systems Market~ || Market Share by Revenue—Workforce Management Systems Market~ || Market Share by Revenue—Contact Center Analytics Market~ || Market Share by Revenue—Contact Center Systems Market~ | Visioning Scenarios~ || Macro to Micro Visioning~ || Visioning Scenarios for the Contact Center Systems Market~ || Top Predictions for the Contact Center Systems Market~ | Growth Pipeline~ || Levers for Growth~ | Vision and Strategy—Growth Opportunities~ || Growth Opportunity 1—Omnichannel Customer Experience~ || Growth Opportunity 2—Customer Experience Analytics~ || Growth Opportunity 3—Big Data & Analytics/Machine Learning~ || Growth Opportunity 4—Social Media Monitoring~ || Growth Opportunity 5—Social Customer Engagement~ || Growth Opportunity 6—Agent Desktop/Agent Empowerment~ || Growth Opportunity 7—Catering to the New Workforce~ || Growth Opportunity 8—Automation via Artificial Intelligence (AI)~ || Growth Opportunity 9—Virtual Agent/Advisor~ || Growth Opportunity 10—Live Chat~ || Growth Opportunity 11—Proactive/Interactive Customer Contact~ || Growth Opportunity 12—Messaging Platforms in Customer Service~ || Growth Opportunity 13—Gamifying the Customer Experience~ || Growth Opportunity 14—Video~ || Growth Opportunity 15—Back Office WFO~ || Growth Opportunity 16: The IoT—Supporting Immersive Experiences~ || Growth Opportunity 17—WebRTC Applications~ || Growth Opportunity 18: BC/DR—Enabling Continuous CX~ | Brand and Demand—Growth Opportunities~ || Growth Opportunity 20—Innovation & Transformation~ || Growth Opportunity 21—Third Party Validation~ || Growth Opportunity 22—Customer Lifetime Value (CLV)~ || Growth Opportunity 23—Best-in-Class~ || Growth Opportunity 24—Sales & Marketing Use Cases~ || Growth Opportunity 25—Industry Vertical Marketing~ || Growth Opportunity 26—Lead Generation~ || Growth Opportunity 27—Inbound Marketing Capabilities~ || Growth Opportunity 28—Outbound Marketing Priorities~ || Growth Opportunity 29—Social Media Marketing~ || Growth Opportunity 30—Sales Enablement Content~ | Growth Opportunities Matrix~ || Identifying Your Company’s Growth Zone~ || Growth Opportunities 1-19: Vision and Strategy~ || Growth Opportunities 20-30: Brand and Demand~ || Growth Opportunities Matrix~ | Growth Strategy and Implementation~ || Growth Strategies for Your Company~ || Prioritized Opportunities through Implementation~ || Legal Disclaimer~ | Appendix~ || Representative Companies Product Offerings by Segment (1/5)~ || Representative Companies Product Offerings by Segment (2/5)~ || Representative Companies Product Offerings by Segment (3/5)~ || Representative Companies Product Offerings by Segment (4/5)~ || Representative Companies Product Offerings by Segment (5/5)~ || Abbreviations and Acronyms Used~ || Global—Key Takeaways~ || NA—Key Takeaways~ || LATAM—Key Takeaways~ |
List of Charts and Figures | 1. Contact Center Systems Market: Market Drivers and Restraints, Global, 2016–2020~ 2. Total Contact Center Systems Market: Others, Global, 2015~| 1. Contact Center Systems Market: Revenue Forecast, Global, 2014–2020 ~ 2. Contact Center Systems Market: Revenue Forecast by Service Segment, Global, 2014–2020 ~ 3. Inbound Contact Routing Systems Market: Revenue Breakdown by Region, Global, 2015~ 4. IVR and Voice Portal Systems Market: Revenue Breakdown by Region, Global, 2015~ 5. Outbound Dialer Systems Market: Revenue Breakdown by Region, Global, 2015~ 6. Quality Monitoring Systems Market: Revenue Breakdown by Region, Global, 2015~ 7. Workforce Management Systems Market: Revenue Breakdown by Region, Global, 2015~ 8. Analytics Market: Revenue Breakdown by Region, Global, 2015~ 9. Contact Center Systems Market: Revenue Forecast by Region, Global, 2014-2020~ 10. Contact Center Systems Market: Revenue Forecast by Industry Vertical, Global, 2014-2020~ 11. Contact Center Systems Market: Revenue Forecast by Contact Center Size, Global, 2014-2020~ 12. Inbound Contact Routing Systems Market: Market Share by Revenue, Global, 2014 and 2015~ 13. IVR Systems Market: Market Share by Revenue, Global, 2014 and 2015~ 14. Outbound Dialer Systems Market: Market Share by Revenue, Global, 2014 and 2015~ 15. Quality Monitoring Systems Market: Market Share by Revenue, Global, 2014 and 2015~ 16. Workforce Management Systems Market: Market Share by Revenue, Global, 2014 and 2015~ 17. Contact Center Analytics Market: Market Share by Revenue, Global, 2014 and 2015~ 18. Contact Center Systems Market: Market Share by Revenue, Global, 2014 and 2015~ |
Author | Nancy Jamison |
Industries | Information Technology |
WIP Number | K0B7-01-00-00-00 |
Is Prebook | No |