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Growth Opportunities in the North American Contact Center Systems Market, Forecast to 2021

  • ID: 4412444
  • Report
  • September 2017
  • Region: North America, United States
  • 76 Pages
  • Frost & Sullivan
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Still Under Cloudy Skies, System Sales See Recovery

This analysis finds that despite healthy growth in the cloud contact center market, in 2016, the market for on-premises contact center systems recovered slightly after several years of decline. 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. Inbound contact routing, outbound dialing and IVR systems showed less of a decline than in previous years.

Contact center analytics systems include speech analytics, multi-channel customer interaction analytics, and contact center performance analytics applications. Analytics is of utmost importance to companies as they move towards providing omnichannel customer care and digital transformation. While traditionally divided between agent performance analytics and customer interaction analytics, developments include bridging between the two sets to improve the customer experience and worker experience, as improvements in one are reflected in benefits in the other and vice versa.

New analytics offerings focus on customer journey analytics to provide insights into the customer journey and sentiment, to improve the customer experience, fuel proactive to customer outreach, and revenue generating opportunities. Tools such as speech analytics, combined with voice biometrics and other technologies, also are being used to for fraud detection and prevention. Additional advancements have been made in workforce optimization suites, social customer care and mobile applications, reinforcing emphasis on catering preferences of the Millennial consumer and worker, improving operational efficiencies and agent empowerment. This study also provides growth opportunities in emerging areas within analytics, such as robotic process automation, Big Data, machine learning, artificial intelligence, speech technologies, personalization technologies, IoT, and applications such as virtual assistants, chatbots, messaging bots, video, and Gamification.

Enterprises are increasingly looking to source these solutions from their primary contact center infrastructure or workforce optimization vendors. This study provides market share for 2016 solution providers in the premises-based contact center market, along with a forecast from 2016-2021. This analysis also presents some of the Customer Experience trends that we believe will shape, grow, and influence customer contact and the Customer Experience.

The study focuses on those growth insights which are the most relevant for 2017-2021 in North America, and highlights the trends and insights for select industries, business models and technology areas, including:

  • Inbound Contact Routing
  • Interactive Voice Response
  • Automated Self-Service
  • Outbound Dialing
  • Workforce Management
  • Call Recording
  • Analytics
Note: Product cover images may vary from those shown
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1. Executive Dashboard

  • Purpose of this Experiential Study
  • 5 Step Process to Transformational Growth
  • Key Takeaways
  • Strategic Imperatives for Contact Center Systems Providers (CCSPs)

2. Growth Environment-Market Overview

  • North America Contact Center Systems Markets
  • Drivers and Restraints
  • Forecast Assumptions

3. Market Forecasts

  • Revenue Forecast by Service Segment
  • Total Contact Center Systems Market Share
  • Inbound Contact Routing Systems Market Share
  • IVR Systems Market Share
  • Outbound Dialer Systems Market Share
  • Quality Monitoring Systems Market Share
  • Workforce Management Systems Market Share
  • Contact Center Analytics Market Share

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 Care
  • 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/Assistant
  • 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 19-Innovation & Transformation
  • Growth Opportunity 20-Third Party Validation
  • Growth Opportunity 21-Customer Lifetime Value (CLV)
  • Growth Opportunity 22-Best-in-Class
  • Growth Opportunity 23-Industry Vertical Marketing
  • Growth Opportunity 24-Lead Generation
  • Growth Opportunity 25-Inbound Marketing Capabilities
  • Growth Opportunity 26-Outbound Marketing Priorities
  • Growth Opportunity 27-Social Media Marketing
  • Growth Opportunity 28-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-Recommended Approach
  • Legal Disclaimer

10. Appendices

  • Representative Companies Product Offerings by Segment
  • Abbreviations and Acronyms Used
Note: Product cover images may vary from those shown
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