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Growth Opportunities in the Hosted/Cloud Contact Center Market

  • ID: 4027450
  • Report
  • December 2016
  • Region: Global
  • 71 Pages
  • Frost & Sullivan

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Actionable Strategies and Tactics to Maintain Leadership in a Growing Market

New analysis 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).

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1. Executive Dashboard
  • Purpose of this Experiential Study
  • 5 Step Process to Transformational Growth
  • 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
  • Forecast Assumptions   
3. Market Forecasts
  • 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   
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/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   
7. Brand and Demand-Growth Opportunities
  • 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   
8. Growth Opportunities Matrix
  • Identifying Your Company’s Growth Zone
  • Growth Opportunities 1–20-Vision and Strategy
  • Growth Opportunities 21–31-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
Note: Product cover images may vary from those shown