Global Contact Center Market 2018-2022 - Product Image

Global Contact Center Market 2018-2022

  • ID: 4460812
  • Report
  • Region: Global
  • 103 pages
  • TechNavio
OFF
1h Free Analyst Time

Speak directly to the analyst to clarify any post sales queries you may have.

1 of 5
About Contact Center

A contact center acts as a central point in an enterprise from where all contacts are managed. It plays a prominent role in the broad customer management strategies of an enterprise.

The analysts forecast the global contact center market to grow at a CAGR of 8.54 % during the period 2018-2022.

Covered in this report
The report covers the present scenario and the growth prospects of the global contact center market for 2018-2022. To calculate the market size, the report considers the revenue generated from the sales of contact center solutions.

The market is divided into the following segments based on geography:
  • Americas
  • APAC
  • EMEA
The report, Global Contact Center Market 2018-2022, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the market landscape and its growth prospects over the coming years. The report also includes a discussion of the key vendors operating in this market.

Key vendors
  • Aspect
  • Cisco Systems
  • Genesys
Market drivers
  • Rising adoption of cloud-based contact centers
  • For a full, detailed list, view the full report
Market challenges
  • Inability to achieve an ASA
  • For a full, detailed list, view the full report
Market trends
  • Integration of chatbots for better turnaround times
  • For a full, detailed list, view the full report
Key questions answered in this report
  • What will the market size be in 2022 and what will the growth rate be?
  • What are the key market trends?
  • What is driving this market?
  • What are the challenges to market growth?
  • Who are the key vendors in this market space?
You can request one free hour of the analyst’s time when you purchase this market report. Details are provided within the report.
READ MORE
Note: Product cover images may vary from those shown
2 of 5
PART 01: EXECUTIVE SUMMARY

PART 02: SCOPE OF THE REPORT

PART 03: RESEARCH METHODOLOGY

PART 04: MARKET LANDSCAPE
  • Market ecosystem
  • Market characteristics
  • Market segmentation analysis
PART 05: MARKET SIZING
  • Market definition
  • Market sizing 2017
  • Market size and forecast 2017-2022
PART 06: FIVE FORCES ANALYSIS
  • Bargaining power of buyers
  • Bargaining power of suppliers
  • Threat of new entrants
  • Threat of substitutes
  • Threat of rivalry
  • Market condition
PART 07: MARKET SEGMENTATION BY TYPE OF INTERACTION
  • Segmentation by type of interaction
  • Comparison by type of interaction
  • Voice-based – Market size and forecast 2017-2022
  • Text-based – Market size and forecast 2017-2022
  • Social media-based – Market size and forecast 2017-2022
  • Market opportunity by type of interaction
PART 08: MARKET SEGMENTATION BY DEPLOYMENT
  • Segmentation by deployment
  • On-premises
  • Cloud-based
PART 09: CUSTOMER LANDSCAPE

PART 10: REGIONAL LANDSCAPE
  • Geographical segmentation
  • Regional comparison
  • Americas – Market size and forecast 2017-2022
  • EMEA – Market size and forecast 2017-2022
  • APAC – Market size and forecast 2017-2022
  • Market opportunity
PART 11: DECISION FRAMEWORK

PART 12: DRIVERS AND CHALLENGES
  • Market drivers
  • Market challenges
PART 13: MARKET TRENDS
  • Integration of chatbots for better turnaround times
  • Use of analytics for enhancing the customer experience
  • Incorporation of AI for providing customized solutions
PART 14: VENDOR LANDSCAPE
  • Overview
  • Landscape disruption
  • Competitive scenario
PART 15: VENDOR ANALYSIS
  • Vendors covered
  • Vendor classification
  • Market positioning of vendors
  • Aspect
  • Cisco Systems
  • Genesys
PART 16: APPENDIX
  • List of abbreviations
List of Exhibits
Exhibit 01: Parent market
Exhibit 02: Global IT service market
Exhibit 03: Market characteristics
Exhibit 04: Market segments
Exhibit 05: Market definition - Inclusions and exclusions checklist
Exhibit 06: Market size 2017
Exhibit 07: Validation techniques employed for market sizing 2017
Exhibit 08: Global contact center market – Market size and forecast 2017-2022 ($ bn)
Exhibit 09: Global contact center market – Year-over-year growth 2018-2022 (%)
Exhibit 10: Five forces analysis 2017
Exhibit 11: Five forces analysis 2022
Exhibit 12: Bargaining power of buyers
Exhibit 13: Bargaining power of suppliers
Exhibit 14: Threat of new entrants
Exhibit 15: Threat of substitutes
Exhibit 16: Threat of rivalry
Exhibit 17: Market condition - Five forces 2017
Exhibit 18: Market condition - Five forces 2022
Exhibit 19: Global contact center market by type of interaction – Market share 2017-2022 (%)
Exhibit 20: Comparison by type of interaction
Exhibit 21: Voice-based – Market size and forecast 2017-2022 ($ bn)
Exhibit 22: Voice-based – Year-over-year growth 2018-2022 (%)
Exhibit 23: Text-based – Market size and forecast 2017-2022 ($ bn)
Exhibit 24: Text-based – Year-over-year growth 2018-2022 (%)
Exhibit 25: Social media-based – Market size and forecast 2017-2022 ($ bn)
Exhibit 26: Social media-based – Year-over-year growth 2018-2022 (%)
Exhibit 27: Market opportunity by type of interaction
Exhibit 28: Vendors and the types of contact center solutions they offer
Exhibit 29: Customer landscape
Exhibit 30: Global contact center market by geography – Market share 2017-2022 (%)
Exhibit 31: Regional comparison
Exhibit 32: Americas – Market size and forecast 2017-2022 ($ bn)
Exhibit 33: Americas – Year-over-year growth 2018-2022 (%)
Exhibit 34: Top 3 countries in the Americas
Exhibit 35: EMEA – Market size and forecast 2017-2022 ($ bn)
Exhibit 36: EMEA – Year-over-year growth 2018-2022 (%)
Exhibit 37: Top 3 countries in EMEA
Exhibit 38: APAC – Market size and forecast 2017-2022 ($ bn)
Exhibit 39: APAC – Year-over-year growth 2018-2022 (%)
Exhibit 40: Top 3 countries in APAC
Exhibit 41: Market opportunity
Exhibit 42: Vendor landscape
Exhibit 43: Landscape disruption
Exhibit 44: Product description
Exhibit 45: Vendors covered
Exhibit 46: Vendor classification
Exhibit 47: Market positioning of vendors
Exhibit 48: Aspect - Overview
Exhibit 49: Aspect – Business segments
Exhibit 50: Aspect – Organizational developments
Exhibit 51: Aspect – Key customers
Exhibit 52: Cisco Systems -Overview
Exhibit 53: Cisco Systems – Business segments
Exhibit 54: Cisco Systems – Organizational developments
Exhibit 55: Cisco Systems – Geographic focus
Exhibit 56: Cisco Systems – Segment focus
Exhibit 57: Cisco Systems – Key customers
Exhibit 58: Genesys - Overview
Exhibit 59: Genesys – Business segments
Exhibit 60: Genesys – Organizational developments
Exhibit 61: Genesys – Key customers
Note: Product cover images may vary from those shown
3 of 5

Loading
LOADING...

4 of 5
New Report Released: – Global Contact Center Market 2018-2022

The author of the report recognizes the following companies as the key players in the global contact center market: Aspect, Cisco Systems, and Genesys.

Commenting on the report, an analyst from the research team said: “The latest trend gaining momentum in the market is Integration of chatbots for better turnaround times. In a contact center, an agent will have to request the caller to wait for some time so that he/she can retrieve the relevant data for resolving the issue. Even a slight delay in giving the response can make the caller look elsewhere to solve the problem. It can also force the customer to switch to a competitor. Hence, contact centers are trying to implement chatbots in their processes because, in the future, they must look for options other human agents to handle simple customer queries and provide better resolutions.”

According to the report, one of the major drivers for this market is Rising adoption of cloud-based contact centers. A cloud-based contact center is a software-as-a-service(SaaS) that is deployed, stored, and precisely designed for cloud solutions. Enterprises can use this service on subscription, where they are charged on a pay-as-you-go basis (they are charged by the vendors only for the service they have availed). Cloud based contact centers are flexible as they are able to quickly adapt to the changing business needs and can be integrated with third-party applications through open application programming interface (API) frameworks.

Further, the report states that one of the major factors hindering the growth of this market is Inability to achieve an ASA. The biggest challenge faced by inbound and blended contact centers is to achieve a predetermined average speed of answer (ASA). An ASA is the key performance indicator for contact centers, which helps managers in assessing their team’s performance and the efficiency of their callers. An ASA includes the amount of time a customer waits in the line and time the agent’s phone is ringing. However, it does not include the time taken for customers to navigate through IVR. Contact centers should use workforce management (WFM) solutions to manage their resources so that they can meet the desired ASA and service levels. Owing to the growing customer expectations for better services, this problem is a huge challenge for the vendors of contact center solutions.

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market and vendor landscape in addition to a SWOT analysis of the key vendors.
Note: Product cover images may vary from those shown
5 of 5
  • Aspect
  • Cisco Systems
  • Genesys
Note: Product cover images may vary from those shown
6 of 5
Note: Product cover images may vary from those shown
Adroll
adroll