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Growth Opportunities in the North American Contact Center Market, Forecast to 2023

  • Report

  • 62 Pages
  • November 2019
  • Region: North America
  • Frost & Sullivan
  • ID: 4856451

Infusion of AI is Driving Customer Contact Strategy and Development

The Growth Opportunities in the North American Contact Center Market report finds that the market for contact centers continues to increase. For cloud, the acceleration of omnichannel service delivery and digital transformation, coupled with the inclusion of new technologies, such as AI, is driving future technology acquisitions and investments. The study finds that contact center service providers (CCSPs) will need to improve the Customer Experience (CX), but also improve the employee experience (EX), as the two are deeply dependent upon each other. As such, workforce engagement is also a central theme that has solution providers adding new capabilities across portfolios. This includes the addition of mobile capabilities, gamification, process automation, knowledge database access, and guided resolution. The use of analytics to improve EX and CX is also diverse and growing.

The market for on-premises contact center systems remains relatively flat. However, 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. The use of hybrid implementations is also enabling systems sales to remain relevant. The cloud market is seeing growth across all areas of customer contact, particularly in inbound contact routing and analytics.

Research Scope

This study provides market share for 2018 solution providers in both the hosted/cloud and contact center systems market, along with a forecast from 2018-2023. This analysis also presents some of the CX trends that are believed will shape, grow, and influence customer contact, CX and EX. The study focuses on those growth insights which are the most relevant for 2019-2023 in North America. This Growth Insight outlines the trends and insights for select industries, business models and technology areas.

These include:

  • Inbound Contact Routing
  • Interactive Voice Response
  • Outbound Dialing
  • Workforce Management
  • Call Recording
  • Analytics

Table of Contents

1. Executive Dashboard
  • Purpose of this Experiential Study
  • 5 Step Process to Transformational Growth
  • Key Takeaways of the Total Contact Center Market
  • Forecast Methodology and Assumptions for Total Contact Center Market

2. Growth Environment - Market Overview: Hosted/Cloud
  • Strategic Imperatives for Hosted/Cloud Contact Center Solution Providers (CCSPs)
  • Hosted/Cloud Contact Center Market Definitions
  • Market Definitions
  • Drivers and Restraints

3. Market Forecasts - Hosted/Cloud Contact Centers
  • Revenue Forecast North America Hosted/Cloud Contact Center Market
  • Competitive Analysis - Market Share Hosted/Cloud IVR
  • Competitive Analysis - Market Share Hosted/Cloud ACD
  • Competitive Analysis - Market Share Hosted/Cloud Outbound Contact
  • Competitive Analysis - Market Share Hosted/Cloud APO
  • Competitive Analysis - Market Share Hosted/Cloud Contact Center

4. Growth Environment - Market Overview: Systems
  • Strategic Imperatives for Contact Center Systems Providers (CCPs)
  • North American Contact Center Systems Markets
  • Drivers and Restraints

5. Market Forecasts
  • Revenue Forecast by Product Segment
  • Market Share - Inbound Contact Routing Systems
  • Market Share - IVR Systems
  • Market Share - Outbound Dialer Systems
  • Market Share - Quality Monitoring Systems
  • Market Share - Workforce Management
  • Market Share - Contact Center Analytics
  • Market Share - Total Contact Center Systems

6. Visioning Scenarios
  • Macro to Micro Visioning
  • Visioning Scenarios for the Contact Center Market

7. Growth Pipeline
  • Levers for Growth

8. Vision and Strategy - Growth Opportunities
  • Growth Opportunity 1 - Omnichannel Customer Experience
  • Growth Opportunity 2 - Customer Experience Analytics
  • Growth Opportunity 3 - Big Data and Analytics/Machine Learning
  • Growth Opportunity 4 - Workforce Engagement Management (WEM)
  • Growth Opportunity 5 - Agent Desktop/Agent Empowerment
  • Growth Opportunity 6 - Virtual Agent/Assistant and Bots
  • Growth Opportunity 7 - Infusion of AI into Customer Contact
  • Growth Opportunity 8 - Chat
  • Growth Opportunity 9 - Messaging Platforms in Customer Service
  • Growth Opportunity 10 - Video
  • Growth Opportunity 11 - BC/DR: Enabling Continuous CX
  • Last Word - Top Predictions for the Contact Center Market
  • Legal Disclaimer

9. Appendix
  • Abbreviations and Acronyms Used
  • List of Exhibits