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Growth Opportunities in the Hosted/Cloud Contact Center Market
Actionable Strategies and Tactics to Maintain Leadership in a Growing Market
09-Dec-2016
North America
Market Research
K0B8-01-00-00-00
IT03166-NA-MT_19214
$4,950.00
Special Price $3,712.50 save 25 %
New analysis from Frost & Sullivan's Digital Transformation program 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. Clear articulation of visionary perspectives on the digital transformation of business, and the necessity for cross-organizational support for initiatives will be necessary to drive demand with strategic audiences (CXOs, line-of-business leaders, IT leaders, and SMB leaders).
Purpose of this Experiential Study
5 Step Process to Transformational Growth
Strategic Imperatives for Hosted/Cloud Contact Center Solution Providers (CCSPs)
Hosted/Cloud Contact Center Market Definitions
Market Definitions
Hosted/Cloud North America Contact Center Provider Landscape
Drivers and Restraints
Forecast Assumptions
Revenue Forecast North America Hosted/Cloud Contact Center Market
Competitive Analysis Market Share—IVR
Competitive Analysis—Market Share ACD
Competitive Analysis—Market Share Customer Chat
Competitive Analysis—Market Share Outbound Contact
Competitive Analysis—Market Share APO
Competitive Analysis—Market Share Hosted/Cloud Contact Centers
Macro to Micro Visioning
Visioning Scenarios for the Cloud Contact Center Market
Top Predictions for the Cloud 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—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/Advisor
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
Growth Opportunity 19—Industry Focus: Healthcare
Growth Opportunity 20—Industry Focus: Retail
Growth Opportunity 21—Innovation & Transformation
Growth Opportunity 22—Third Party Validation
Growth Opportunity 23—Customer Lifetime Value (CLV)
Growth Opportunity 24—Best-in-Class
Growth Opportunity 25—Sales & Marketing Use Cases
Growth Opportunity 26—Industry Vertical Marketing
Growth Opportunity 27—Lead Generation
Growth Opportunity 28—Inbound Marketing Capabilities
Growth Opportunity 29—Outbound Marketing Priorities
Growth Opportunity 30—Social Media Marketing
Growth Opportunity 31—Sales Enablement Content
Identifying Your Company’s Growth Zone
Growth Opportunities 1–20—Vision and Strategy
Growth Opportunities 1–20—Vision and Strategy (continued)
Growth Opportunities 21–31—Brand and Demand
Growth Opportunities Matrix
Growth Strategies for Your Company
Prioritized Opportunities through Implementation
Legal Disclaimer
Abbreviations and Acronyms Used
Speak directly with our analytics experts for tailored recommendations.
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| Deliverable Type | Market Research |
|---|---|
| No Index | No |
| Podcast | No |
| Author | Nancy Jamison |
| Industries | Information Technology |
| WIP Number | K0B8-01-00-00-00 |
| Is Prebook | No |