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Infusion of AI is Driving Customer Contact Strategy and Development
07-Nov-2019
North America
Market Research
K3D0-01-00-00-00
IT03954-NA-MT_23733
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
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)
Speak directly with our analytics experts for tailored recommendations.
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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
| Deliverable Type | Market Research |
|---|---|
| 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 |
Growth Opportunities in the North American Contact Center Market, Forecast to 2023
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