Indian Contact Center Applications and Services Market, Forecast to 2022

Indian Contact Center Applications and Services Market, Forecast to 2022

Businesses Seek New-age Contact Center Technologies Such as Analytics, Artificial Intelligence, and Advanced Workforce Management to Enhance Customer Experience

RELEASE DATE
22-Feb-2019
REGION
South Asia, Middle East & North Africa
Research Code: 9AC4-00-1F-00-00
SKU: IT03810-SA-MR_22882

$1,500.00

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SKU
IT03810-SA-MR_22882

$1,500.00

$1,125.00 save 25 %

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Description

Almost all the businesses are gowing customer-centric and are building strategies revolving around their customers’ preferences. Companies that have failed to observe the trend have either ceased to exist or are witnessing a decline in growth. Organizations want to know what their customers think about their brands and want to understand the underlying sentiments that customers hold against the company. To do this, businesses are looking to create multiple touchpoints, where they can interact with their customers more often and work towards the betterment of company-customer relationship.

To take the customer experience to the next level, businesses are set to invest heavily in new-age contact center technologies. Firms are demanding the integration of new capabilities into their contact center infrastructure, which not just improves customer satisfaction towards brand, but also increases their agent productivity and efficiency. To cater to these demands, contact center solution vendors/service providers are transforming and enhancing their offerings. Vendors/provider companies are building new capabilities that largely revolve around predictive analytics, artificial intelligence (AI), and and machine learning (ML). With these enhancements, contact center vendors/service providers want to help businesses to transform their cost centers to profit centers.

While the demand for on-premise contact center solutions continues to grow, the adoption of cloud-based contact center services (also known as hosted contact centers) will grow at an ever faster rate. Both large enterprises and small and medium-sized businesses (SMBs) have been adopting cloud-based deployment models. However, service providers would have to address integration-related issues/concerns that are generally expressed by existing contact center users who want to implement cloud-based versions. In terms of offerings, applications such as Workforce Management (WFM), Quality/Call Management (QM), and Contact Center Analytics (CCA) are experiencing higher demand than traditional applications.


Research Highlights

The study titled analyzes the state of contact centers in the country in 2017. With an aim to provide the readers a comprehensive understanding of the market (current and future), a well-tested step-by-step research methodology has been followed, which is an ideal mix of primary and secondary research.

The market research starts with defining the contact centers market, the Mega Trends affecting the growth of contact centers in India, industry verticals impacting contact center adoption, and an overview on the horizontals adopting contact centers. The drivers and restraints to the market are provided and their impacts on growth are measured. Market sizing and forecasting for the overall market and subsegment analysis of contact center applications and services are estimated, along with the market engineering measurements. Finally, growth opportunities that Frost & Sullivan believes will create differentiators for contact center vendors and service providers are identified.

Key Issues Addressed

  • What is the current state of the overall Contact Center market in India?
  • What are the specific drivers and challenges to the growth of Contact Center in India?
  • What is the current market size and future forecast of Contact Center?
  • How is the vertical and the horizontal split and what are the trends?
  • What would the market look like by the end of 2022?
  • What does the future hold for Contact Center in India?

Table of Contents

Key Findings

Key Findings (continued)

Market Engineering Measurements

CEO’s Perspective

Research Scope

Market Definitions

Market Definitions (continued)

Market Definitions (continued)

Market Definitions (continued)

Market Definitions (continued)

Contact Center Applications Segmentation

Key Questions this Study will Answer

Contact Center Segmentation by Applications Vs Services (HCC)

Market Trends

Contact Center Segmentation by Industry Verticals

Contact Center Segmentation by Industry Horizontals

Distribution Channel and Value Chain Analysis

Market Drivers

Drivers Explained

Drivers Explained (continued)

Market Restraints

Restraints Explained

Restraints Explained (continued)

Growth Opportunity 1—Government Initiatives

Growth Opportunity 2—Growing Customer Focus

Growth Opportunity 3—Improving Technology Penetration

Strategic Imperatives for Contact Center Vendors and Service Providers

Market Overview

Market Engineering Measurements

Revenue Forecast

Revenue Forecast Discussion

Market Share Analysis by Applications

Market Share Analysis by Verticals

Market Share Analysis by Horizontals

Overall Market Share

Competitive Environment

Market Overview

Market Engineering Measurements

Revenue Forecast

Revenue Forecast Discussion

Market Share Analysis by Applications

Market Share Analysis by Verticals

Market Share Analysis by Horizontals

Overall Market Share

Competitive Environment

Industry Verticals Impacting Contact Center Adoption in the Region

Industry Verticals Impacting Contact Center Adoption in the Region (continued)

Contact Center Market in India—Past Vs Present Vs Future

Degree of Impact on the Contact Center Applications and Services (HCC) Market

Mega Trends Explained

Technology Trends that are Here to Stay—Analytics

Technology Trends that are Here to Stay—Automation

The Last Word—Predictions

The Last Word—Recommendations

Legal Disclaimer

Market Engineering Measurements

Additional Sources of Information on Contact Center Applications and Services (HCC) Market in India

Learn More—Next Steps

List of Acronyms

List of Acronyms (continued)

List of Acronyms (continued)

List of Exhibits

List of Exhibits (continued)

The Frost & Sullivan Story

Value Proposition—Future of Your Company & Career

Global Perspective

Industry Convergence

360º Research Perspective

Implementation Excellence

Our Blue Ocean Strategy

Related Research
Almost all the businesses are gowing customer-centric and are building strategies revolving around their customers’ preferences. Companies that have failed to observe the trend have either ceased to exist or are witnessing a decline in growth. Organizations want to know what their customers think about their brands and want to understand the underlying sentiments that customers hold against the company. To do this, businesses are looking to create multiple touchpoints, where they can interact with their customers more often and work towards the betterment of company-customer relationship. To take the customer experience to the next level, businesses are set to invest heavily in new-age contact center technologies. Firms are demanding the integration of new capabilities into their contact center infrastructure, which not just improves customer satisfaction towards brand, but also increases their agent productivity and efficiency. To cater to these demands, contact center solution vendors/service providers are transforming and enhancing their offerings. Vendors/provider companies are building new capabilities that largely revolve around predictive analytics, artificial intelligence (AI), and and machine learning (ML). With these enhancements, contact center vendors/service providers want to help businesses to transform their cost centers to profit centers. While the demand for on-premise contact center solutions continues to grow, the adoption of cloud-based contact center services (also known as hosted contact centers) will grow at an ever faster rate. Both large enterprises and small and medium-sized businesses (SMBs) have been adopting cloud-based deployment models. However, service providers would have to address integration-related issues/concerns that are generally expressed by existing contact center users who want to implement cloud-based versions. In terms of offerings, applications such as Workforce Management (WFM), Quality/Call Management (QM), and Conta
More Information
No Index No
Podcast No
Author Nithin Tulaja Rameshrao
Industries Information Technology
WIP Number 9AC4-00-1F-00-00
Is Prebook No
GPS Codes 99FC-C1,9705-C1,9656,9661,9857-76