Growth Opportunities in the North American Contact Center Market, Forecast to 2022

Growth Opportunities in the North American Contact Center Market, Forecast to 2022

Engaging the Customer and Employee Uplifts the Customer Experience

RELEASE DATE
22-Oct-2018
REGION
North America
Research Code: K2E8-01-00-00-00
SKU: IT03747-NA-MT_22465

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Description

New analysis from Frost & Sullivan's Digital Transformation 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 and digital transformation, coupled with the C-suite demands for stronger and swifter growth, is driving future technology acquisitions and investments. 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 simplicity and ease of use.

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.

This study provides market share for 2017 solution providers in both the hosted/cloud and contact center systems market, along with a forecast from 2017-2022.

This analysis also presents some of the CX trends that Frost & Sullivan believes will shape, grow, and influence customer contact and the Customer Experience. Chief among these are the drive for omnichannel service delivery, and developments in the use of advanced technologies for self service, such as machine learning and AI, that will drive superior customer experiences. In addition, there is a keen focus on workforce engagement management to address the persistent challenges of reducing costs while improving CX and employee experience.

The study focuses on those growth insights which are the most relevant for 2018-2022 in North America. This Growth Insight outlines the trends and insights for select industries, business models and technology areas, including:
•     Inbound Contact Routing
•     Interactive Voice Response
•     Outbound Dialing
•     Workforce Management
•     Call Recording
•     Analytics

Table of Contents

Purpose of this Experiential Study

5 Step Process to Transformational Growth

Key Takeaways of the 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 (CCSPs)

North America Contact Center Systems Markets

Drivers and Restraints

Revenue Forecast by Product Segment

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

Top Predictions 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 & Analytics/Machine Learning

Growth Opportunity 4—Social Media Monitoring

Growth Opportunity 5—Social Customer Engagement

Growth Opportunity 6—Workforce Engagement Management (WEM)

Growth Opportunity 7—Agent Desktop/Agent Empowerment

Growth Opportunity 8—Virtual Agent/Assistant

Growth Opportunity 9—Blended AI

Growth Opportunity 10—Chat

Growth Opportunity 11—Messaging Platforms in Customer Service

Growth Opportunity 12—Gamifying the Customer Experience

Growth Opportunity 13—Video

Growth Opportunity 14—BC/DR: Enabling Continuous CX

Growth Opportunity 15—Innovation & Transformation

Growth Opportunity 16—Third-Party Validation

Growth Opportunity 17—Customer Lifetime Value (CLV)

Growth Opportunity 18—Best-in-Class

Growth Opportunity 19—Industry Vertical Marketing

Growth Opportunity 20—Lead Generation

Growth Opportunity 21—Inbound Marketing Capabilities

Growth Opportunity 22—Outbound Marketing Priorities

Growth Opportunity 23—Social Media Marketing

Growth Opportunity 24—Sales Enablement Content

Growth Opportunities Matrix

Identifying Your Company’s Growth Zone

Growth Opportunities 1-14—Vision and Strategy

Growth Opportunities 15-25—Brand and Demand

Growth Opportunities Matrix

Growth Strategies for Your Company

Prioritized Opportunities through Implementation

Legal Disclaimer

Abbreviations and Acronyms Used

List of Exhibits

List of Figures
  • 1. Hosted/Cloud Contact Center Market: Key Market Drivers and Restraints, Global, 2018–2022
  • 2. Total Contact Center Systems Market: Market Drivers and Restraints, North America, 2018–2022
List of Charts
  • 1. Hosted/Cloud Contact Center Market: Revenue Forecast by Service Segment, North America, 2016–2022
  • 2. Hosted/Cloud IVR Market: Market Share by Revenue, North America, 2016
  • 3. Hosted/Cloud IVR Market: Market Share by Revenue, North America, 2017
  • 4. Hosted/Cloud ACD Market: Market Share by Revenue, North America, 2016
  • 5. Hosted/Cloud ACD Market: Market Share by Revenue, North America, 2017
  • 6. Hosted/Cloud Outbound Contact Market: Market Share by Revenue, North America, 2016
  • 7. Hosted/Cloud Outbound Contact Market: Market Share by Revenue, North America, 2017
  • 8. Hosted/Cloud APO Market: Market Share by Revenue, North America, 2016
  • 9. Hosted/Cloud APO Market: Market Share by Revenue, North America, 2017
  • 10. Hosted/Cloud Contact Center Market: Market Share by Revenue, North America, 2016
Related Research
New analysis from Frost & Sullivan's Digital Transformation 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 and digital transformation, coupled with the C-suite demands for stronger and swifter growth, is driving future technology acquisitions and investments. 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 simplicity and ease of use. 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. This study provides market share for 2017 solution providers in both the hosted/cloud and contact center systems market, along with a forecast from 2017-2022. This analysis also presents some of the CX trends that Frost & Sullivan believes will shape, grow, and influence customer contact and the Customer Experience. Chief among these are the drive for omnichannel service delivery, and developments in the use of advanced technologies for self service, such as machine learning and AI, that will drive superior customer experiences. In addition, there is a keen focus on workforce engagement management to address the persistent challenges of reducing costs while improving CX and employee experience. The study focuses on those growth insights which are the most relevant for 2018-2022 in North America. This Growth Insight outlines the trends and insights for select industries, business models and technology areas, including: • Inbound Contact Routing • Interactive Voice Response
More Information
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Podcast No
Table of Contents | Executive Dashboard~ || Purpose of this Experiential Study~ || 5 Step Process to Transformational Growth~ || Key Takeaways of the Total Contact Center Market~ || Strategic Imperatives for Hosted/Cloud Contact Center Solution Providers (CCSPs)~ | Growth Environment—Market Overview: Hosted/Cloud~ || Hosted/Cloud Contact Center Market Definitions~ || Market Definitions~ || Drivers and Restraints~ | Market Forecasts—Hosted Cloud Contact Centers~ || 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~ | Growth Environment—Market Overview: Systems~ || Strategic Imperatives for Contact Center Systems Providers (CCSPs)~ || North America Contact Center Systems Markets~ || Drivers and Restraints~ | Market Forecasts~ || Revenue Forecast by Product Segment~ || 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~ | Visioning Scenarios~ || Macro to Micro Visioning~ || Visioning Scenarios for the Contact Center Market~ || Top Predictions for the Contact Center 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—Workforce Engagement Management (WEM)~ || Growth Opportunity 7—Agent Desktop/Agent Empowerment~ || Growth Opportunity 8—Virtual Agent/Assistant~ || Growth Opportunity 9—Blended AI~ || Growth Opportunity 10—Chat~ || Growth Opportunity 11—Messaging Platforms in Customer Service~ || Growth Opportunity 12—Gamifying the Customer Experience~ || Growth Opportunity 13—Video~ || Growth Opportunity 14—BC/DR: Enabling Continuous CX~ | Brand and Demand—Growth Opportunities~ || Growth Opportunity 15—Innovation & Transformation~ || Growth Opportunity 16—Third-Party Validation~ || Growth Opportunity 17—Customer Lifetime Value (CLV)~ || Growth Opportunity 18—Best-in-Class~ || Growth Opportunity 19—Industry Vertical Marketing~ || Growth Opportunity 20—Lead Generation~ || Growth Opportunity 21—Inbound Marketing Capabilities~ || Growth Opportunity 22—Outbound Marketing Priorities~ || Growth Opportunity 23—Social Media Marketing~ || Growth Opportunity 24—Sales Enablement Content~ || Growth Opportunities Matrix~ || Identifying Your Company’s Growth Zone~ || Growth Opportunities 1-14—Vision and Strategy~ || Growth Opportunities 15-25—Brand and Demand~ || Growth Opportunities Matrix~ | Growth Strategy and Implementation~ || Growth Strategies for Your Company~ || Prioritized Opportunities through Implementation~ || Legal Disclaimer~ | Appendix~ || Abbreviations and Acronyms Used~ || List of Exhibits~
List of Charts and Figures 1. Hosted/Cloud Contact Center Market: Key Market Drivers and Restraints, Global, 2018–2022~ 2. Total Contact Center Systems Market: Market Drivers and Restraints, North America, 2018–2022~| 1. Hosted/Cloud Contact Center Market: Revenue Forecast by Service Segment, North America, 2016–2022~ 2. Hosted/Cloud IVR Market: Market Share by Revenue, North America, 2016~ 3. Hosted/Cloud IVR Market: Market Share by Revenue, North America, 2017~ 4. Hosted/Cloud ACD Market: Market Share by Revenue, North America, 2016~ 5. Hosted/Cloud ACD Market: Market Share by Revenue, North America, 2017~ 6. Hosted/Cloud Outbound Contact Market: Market Share by Revenue, North America, 2016~ 7. Hosted/Cloud Outbound Contact Market: Market Share by Revenue, North America, 2017~ 8. Hosted/Cloud APO Market: Market Share by Revenue, North America, 2016~ 9. Hosted/Cloud APO Market: Market Share by Revenue, North America, 2017~ 10. Hosted/Cloud Contact Center Market: Market Share by Revenue, North America, 2016~
Author Nancy Jamison
Industries Information Technology
WIP Number K2E8-01-00-00-00
Is Prebook No
GPS Codes 9661,9705-C1,9723