Growth Opportunities in the North American Hosted/Cloud Contact Center Market, Forecast to 2021

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New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North America Hosted/Cloud Contact Center Market finds that the market for cloud contact centers continues to increase. The acceleration of omnichannel and digital transformation, coupled with the C-suite demands for stronger and swifter growth, is driving future technology acquisitions. The study finds that contact center service providers (CCSPs) will need to improve the Customer Experience (CX), and contact center performance and productivity, through using a broadened set of analytics tools that incorporate new technologies, including machine learning (ML), Big Data, etc., with a more critical eye to simp

Table of Contents

1. Executive Dashboard
Purpose of this Experiential Study
5 Step Process to Transformational Growth
Key Takeaways
Strategic Imperatives for Hosted/Cloud Contact Center Solution Providers (CCSPs)
2. Growth Environment—Market Overview
Hosted/Cloud Contact Center Market Definitions
Market Definitions
Hosted/Cloud North America Contact Center Provider Landscape
Drivers and Restraints
3. Market Forecasts
Revenue Forecast by Service Segment
Competitive Analysis—Market Share for Hosted/Cloud Contact Centers
Competitive Analysis—Market Share for Hosted/Cloud IVR
Competitive Analysis—Market Share for Hosted/Cloud ACD
Competitive Analysis—Market Share for Hosted/Cloud Outbound
Competitive Analysis—Market Share for Hosted/Cloud APO
4. Visioning Scenarios
Macro to Micro Visioning
Visioning Scenarios for the Cloud Contact Center Market
Top Predictions for the Cloud Contact Center 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/Assistant
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 19—Innovation & Transformation
Growth Opportunity 20—Third Party Validation
Growth Opportunity 21—Customer Lifetime Value (CLV)
Growth Opportunity 22—Best-in-Class
Growth Opportunity 23—Industry Vertical Marketing
Growth Opportunity 24—Lead Generation
Growth Opportunity 25—Inbound Marketing Capabilities
Growth Opportunity 26—Outbound Marketing Priorities
Growth Opportunity 27—Social Media Marketing
Growth Opportunity 28—Sales Enablement Content
8. Growth Opportunities Matrix
Identifying Your Company’s Growth Zone
Growth Opportunities 1-18—Vision and Strategy
Growth Opportunities 19-28—Brand and Demand
Growth Opportunities Matrix
9. Growth Strategy and Implementation
Growth Strategies for Your Company
Prioritized Opportunities through Implementation
Legal Disclaimer
10. Appendix
Abbreviations and Acronyms Used

Infographic



List of Figures & Charts

1. Total Hosted/Cloud Contact Center Market: Key Market Drivers and Restraints, Global, 2017–2021


1. Total Hosted/Cloud Contact Center Market: Revenue Forecast by Service Segment, North America, 2015–2021
2. Total Hosted/Cloud Contact Center Market: Market Share by Revenue, North America, 2015 and 2016
3. Hosted IVR Market: Market Share by Revenue, North America, 2015 and 2016
4. Hosted ACD Market: Market Share by Revenue, North America, 2015 and 2016
5. Hosted Outbound Contact Market: Market Share by Revenue, North America, 2015 and 2016
6. Hosted APO Market: Market Share by Revenue, North America, 2015 and 2016



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