Growth Opportunities in the Global Contact Center Systems Market - Forecast to 2020

  • ID: 4090912
  • Report
  • Region: Global
  • 91 Pages
  • Frost & Sullivan
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Actionable Strategies to Remain Relevant Amidst the Cloudy Landscape

FEATURED COMPANIES

  • Altitude
  • Calabrio
  • Enghouse
  • Huawei
  • NEC
  • OKI
  • MORE

New analysis on the Digital Transformation program titled 'Growth Opportunities in the Global Contact Center Systems Market' finds that the market for on-premises contact center systems continues to decline as companies increasingly switch to hosted/cloud solutions. However, globally Contact Center Analytics represents a bright growth opportunity in the on-premises contact center systems market as companies seek to get the most out of their existing investments. Contact center analytics systems include speech analytics, multi-channel customer interaction analytics, and contact center performance analytics applications. Enterprises are increasingly looking to source these solutions from their primary contact center infrastructure or workforce optimization vendors.

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FEATURED COMPANIES

  • Altitude
  • Calabrio
  • Enghouse
  • Huawei
  • NEC
  • OKI
  • MORE
1. Executive Dashboard
  • Purpose of this Experiential Study
  • 5 Step Process to Transformational Growth
  • Strategic Imperatives for Contact Center Systems Providers (CCSPs)
2. Growth Environment: Market Overview
  • Global Contact Center Systems Markets
  • Global Contact Center Systems Provider Landscape
  • Drivers and Restraints
3. Market Forecasts
  • Forecast Assumptions
  • Revenue Forecast - Contact Center Systems Market
  • Revenue Forecast by Service Segment - Contact Center Systems Market
  • Inbound Contact Routing Systems
  • IVR and Voice Portal Systems
  • Outbound Dialer Systems
  • Quality Monitoring Systems
  • Workforce Management Systems
  • Analytics
  • Revenue Forecast by Region - Contact Center Systems Market
  • Revenue Forecast by Industry Vertical - Contact Center Systems Market
  • Revenue Forecast by Contact Center Size - Contact Center Systems Market
  • Market Share by Revenue - Inbound Contact Routing Systems Market
  • Market Share by Revenue - IVR Systems Market
  • Market Share by Revenue - Outbound Dialer Systems Market
  • Market Share by Revenue - Quality Monitoring Systems Market
  • Market Share by Revenue - Workforce Management Systems Market
  • Market Share by Revenue - Contact Center Analytics Market
  • Market Share by Revenue - Contact Center Systems Market
4. Visioning Scenarios
  • Macro to Micro Visioning
  • Visioning Scenarios for the Contact Center Systems Market
  • Top Predictions for the Contact Center Systems 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
7. Brand and Demand - Growth Opportunities
  • Growth Opportunity 20 - Innovation & Transformation
  • Growth Opportunity 21 - Third Party Validation
  • Growth Opportunity 22 - Customer Lifetime Value (CLV)
  • Growth Opportunity 23 - Best-in-Class
  • Growth Opportunity 24 - Sales & Marketing Use Cases
  • Growth Opportunity 25 - Industry Vertical Marketing
  • Growth Opportunity 26 - Lead Generation
  • Growth Opportunity 27 - Inbound Marketing Capabilities
  • Growth Opportunity 28 - Outbound Marketing Priorities
  • Growth Opportunity 29 - Social Media Marketing
  • Growth Opportunity 30 - Sales Enablement Content
8. Growth Opportunities Matrix
  • Identifying Your Company’s Growth Zone
  • Growth Opportunities 1-19: Vision and Strategy
  • Growth Opportunities 20-30: Brand and Demand
  • Growth Opportunities Matrix
9. Growth Strategy and Implementation
  • Growth Strategies for Your Company
  • Prioritized Opportunities through Implementation
  • Legal Disclaimer
10. Appendix
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  • Aspect
  • Avaya
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  • Convergys
  • Enghouse
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  • HP
  • Huawei
  • Inin
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  • NEC
  • Nice
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  • OKI
  • SAP
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  • Verint
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