Growth Opportunities in the North American Contact Center Market, Forecast to 2023

Growth Opportunities in the North American Contact Center Market, Forecast to 2023

Infusion of AI is Driving Customer Contact Strategy and Development

RELEASE DATE
07-Nov-2019
REGION
North America
Research Code: K3D0-01-00-00-00
SKU: IT03954-NA-MT_23733

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Description

New analysis from Frost & Sullivan's Information and Communications Technologies program titled Growth Opportunities in the North American Contact Center Market finds that the market for contact centers continues to increase. For cloud, the acceleration of omnichannel service delivery and digital transformation, coupled the inclusion of new technologies, such as AI, is driving future technology acquisitions and investments.The study finds that contact center service providers (CCSPs) will need to improve the Customer Experience (CX), but also improve the employee experience (EX), as the two are deeply dependent upon each other. As such, workforce engagement is also a central theme that has solution providers adding new capabilities across portfolios. This includes the addition of mobile capabilities, gamification, process automation, knoweldge database access, and guided resolution. The use of analytics to improve EX and CX is also diverse and growing.

The market for on-premises contact center systems remains relatively flat. However, contact center analytics, quality monitoring, and recording were particular bright spots for growth, as companies seek to get the most out of their existing investments. The use of hybrid implementations is also enabling systems sales to remain relevant. The cloud market is seeing growth across all areas of customer contact, particularly in inbound contact routing and analytics.

Research Scope

This study provides market share for 2018 solution providers in both the hosted/cloud and contact center systems market, along with a forecast from 2018-2023. This analysis also presents some of the CX trends that Frost & Sullivan believes will shape, grow, and influence customer contact, CX and EX. The study focuses on those growth insights which are the most relevant for 2019-2023 in North America. This Growth Insight outlines the trends and insights for select industries, business models and technology areas. These include:

  • Inbound Contact Routing
  • Interactive Voice Response
  • Outbound Dialing
  • Workforce Management
  • Call Recording
  • Analytics

Author: Nancy Jamison


Table of Contents

Purpose of this Experiential Study

5 Step Process to Transformational Growth

Key Takeaways of the Total Contact Center Market

Key Takeaways of the Total Contact Center Market (continued)

Forecast Methodology and Assumptions for Total Contact Center Market

Strategic Imperatives for Hosted/Cloud Contact Center Solution Providers (CCSPs)

Hosted/Cloud Contact Center Market Definitions

Market Definitions

Drivers and Restraints

Revenue Forecast North America Hosted/Cloud Contact Center Market

Competitive Analysis—Market Share Hosted/Cloud IVR

Competitive Analysis—Market Share Hosted/Cloud ACD

Competitive Analysis—Market Share Hosted/Cloud Outbound Contact

Competitive Analysis—Market Share Hosted/Cloud APO

Competitive Analysis—Market Share Hosted/Cloud Contact Center

Strategic Imperatives for Contact Center Systems Providers (CCPs)

North American Contact Center Systems Markets

North American Contact Center Systems Markets (continued)

North American Contact Center Systems Markets (continued)

Drivers and Restraints

Revenue Forecast by Product Segment

Market Share—Inbound Contact Routing Systems

Market Share—IVR Systems

Market Share—Outbound Dialer Systems

Market Share—Quality Monitoring Systems

Market Share—Workforce Management

Market Share—Contact Center Analytics

Market Share—Total Contact Center Systems

Macro to Micro Visioning

Visioning Scenarios for the Contact Center Market

Levers for Growth

Growth Opportunity 1—Omnichannel Customer Experience

Growth Opportunity 2—Customer Experience Analytics

Growth Opportunity 3—Big Data and Analytics/Machine Learning

Growth Opportunity 4—Workforce Engagement Management (WEM)

Growth Opportunity 5—Agent Desktop/Agent Empowerment

Growth Opportunity 6—Virtual Agent/Assistant and Bots

Growth Opportunity 7—Infusion of AI into Customer Contact

Growth Opportunity 8—Chat

Growth Opportunity 9—Messaging Platforms in Customer Service

Growth Opportunity 10—Video

Growth Opportunity 11—BC/DR: Enabling Continuous CX

Last Word—Top Predictions for the Contact Center Market

Legal Disclaimer

Abbreviations and Acronyms Used

Abbreviations and Acronyms Used (continued)

List of Exhibits

List of Exhibits (continued)

Related Research
New analysis from Frost & Sullivan's Information and Communications Technologies program titled Growth Opportunities in the North American Contact Center Market finds that the market for contact centers continues to increase. For cloud, the acceleration of omnichannel service delivery and digital transformation, coupled the inclusion of new technologies, such as AI, is driving future technology acquisitions and investments.The study finds that contact center service providers (CCSPs) will need to improve the Customer Experience (CX), but also improve the employee experience (EX), as the two are deeply dependent upon each other. As such, workforce engagement is also a central theme that has solution providers adding new capabilities across portfolios. This includes the addition of mobile capabilities, gamification, process automation, knoweldge database access, and guided resolution. The use of analytics to improve EX and CX is also diverse and growing. The market for on-premises contact center systems remains relatively flat. However, contact center analytics, quality monitoring, and recording were particular bright spots for growth, as companies seek to get the most out of their existing investments. The use of hybrid implementations is also enabling systems sales to remain relevant. The cloud market is seeing growth across all areas of customer contact, particularly in inbound contact routing and analytics.--BEGIN PROMO--

Research Scope

This study provides market share for 2018 solution providers in both the hosted/cloud and contact center systems market, along with a forecast from 2018-2023. This analysis also presents some of the CX trends that Frost & Sullivan believes will shape, grow, and influence customer contact, CX and EX. The study focuses on those growth insights which are the most relevant for 2019-2023 in North America. This Growth Insight outlines the trends and insights for select industries, business models and technology areas. These include:

  • Inbound Contact Routing
  • Interactive Voice Response
  • Outbound Dialing
  • Workforce Management
  • Call Recording
  • Analytics

Author: Nancy Jamison

More Information
No Index No
Podcast No
Author Nancy Jamison
Industries Information Technology
WIP Number K3D0-01-00-00-00
Is Prebook No
GPS Codes 9705-C1,9661,9723