Growth Opportunities in the Global Contact Center Systems Market, Forecast to 2020

Actionable Strategies to Remain Relevant Amidst the Cloudy Landscape

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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.

Table of Contents

1. Executive Dashboard
Purpose of this Experiential Study
Step Process to Transformational Growth
Strategic Imperatives for Contact Center Systems Providers (CCSPs)
2. Growth Environment—Market Overview
Global Contact Center Systems Markets
Global Contact Center Systems Provider Landscape
Drivers and Restraints
3. 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
4. Visioning Scenarios
Macro to Micro Visioning
Visioning Scenarios for the Contact Center Systems Market
Top Predictions for the Contact Center Systems Market
5. Growth Pipeline
Levers for Growth
6. 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
7. 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
8. 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
9. Growth Strategy and Implementation
Growth Strategies for Your Company
Prioritized Opportunities through Implementation
Legal Disclaimer
10. 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

Infographic



List of Figures & Charts

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



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