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

RELEASE DATE
22-Feb-2017
REGION
Global
Research Code: K0B7-01-00-00-00
SKU: IT03403-GL-MT_20353

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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

List of Figures
  • 1. Contact Center Systems Market: Market Drivers and Restraints, Global, 2016–2020
  • 2. Total Contact Center Systems Market: Others, Global, 2015
List of Charts
  • 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
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.
More Information
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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