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Contact Center Market by Service (Managed and Professional services) Solution (Agent Performance Optimization, Interactive Voice Responses, Automatic Call Distribution, Dialers, Reporting and Analytics, Computer Telephony Integration, and Others) Deployment-Type (Cloud and On-Premises) Application (Chat Quality and Monitoring, Workforce Optimization, Data Integration & Recording, Call Routing and Queuing and Real-Time Decision Making) Industry Verticals (Banking, Financial Services and Insurance, IT & Telecommunication, Government, Healthcare & Life Sciences, Retail, Manufacturing, Media & Entertainment and Others) - Global Forecast, 2017-2023

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A contact center is a customer interaction center that tracks contacts and collects information from customers at the time to purchase, thus managing customer contacts through various mediums such as telephone, e-mail, online live chat, fax, and letter. It is also a part of customer relationship management, and therefore helps improve customer experience with a unified suite of workforce analytics and optimization. The introduction of cloud computing in contact center fuels the growth of the market.

Increase in adoption of cloud-based contact centers and reduced and simplified maintenance process, remote access, and faster implementation of business value and flexibility are expected to drive contact center market during forecast period. However, rise in data security and privacy concern is expected to hinder the growth of the market.

The report segments the contact center market on the basis of service, solution, deployment type, application, industry, and geography. On the basis of service, it is bifurcated into managed and professional services. On the basis of solution, it is classified into agent performance optimization, interactive voice responses, automatic call distribution, dialers, reporting and analytics, computer telephony integration, and others. On the basis of deployment type, the market is divided into cloud and on-premises.

On the basis of application, it includes chat quality and monitoring, workforce optimization, data integration & recording, call routing and queuing and real-time decision making. On the basis of industry verticals, it is categorized into banking, financial services and insurance, IT & telecommunication, government, healthcare & life sciences, retail, manufacturing, media & entertainment and others. By geography, it is analyzed across North America, Europe, Asia Pacific, and LAMEA.

The major players profiled in the report include Cisco Systems, Inc., Oracle Corporation, Liveops, Inc., Aspect Software Inc., Five9, Inc., 3CLogic.com, NICE Systems Ltd., NewVoiceMedia, Connect First Inc., and Genesys Telecommunications Laboratories, Inc.,

Key Benefits

  • This report provides an extensive analysis of the current and emerging market trends and dynamics in the global contact center market.
  • In-depth analysis is conducted by constructing market estimations for the key market segments between 2016 and 2023.
  • This report entails detailed quantitative analysis of the current market and estimations through 2016-2023, which assists in identifying the prevailing market opportunities.
  • Extensive analysis of the market is conducted by following key product positioning and monitoring the top competitors within the market framework
  • Comprehensive analysis of all regions is provided that determines the prevailing opportunities in these geographies

Contact Center Market Key Segments:

By Service

  • Managed Service
  • Professional service

By Solutions

  • Agent Performance Optimization
  • Interactive Voice Responses
  • Automatic Call Distribution
  • Dialers
  • Reporting and Analytics
  • Computer Telephony Integration
  • Others

By Deployment Type

  • Cloud
  • On-Premises

By Application

  • Chat Quality and Monitoring
  • Workforce Optimization
  • Data Integration and Recording
  • Call Routing and Queuing
  • Real-Time Decision Making

By Industry verticals

  • Banking, Financial Services and Insurance
  • IT & Telecommunication
  • Government
  • Healthcare & Life Sciences
  • Retail
  • Manufacturing
  • Media & Entertainment
  • Others

By Geography

  • North America
    • U.S.
    • Canada
    • Mexico
  • Europe
    • UK
    • Germany
    • France
    • Russia
    • Rest of Europe
  • Asia-Pacific
    • China
    • India
    • Japan
    • Australia
    • Rest of Asia-Pacific
  • LAMEA
    • Latin America
    • Middle East
    • Africa
 

Chapter: 1 INTRODUCTION

1.1. REPORT DESCRIPTION
1.2. KEY BENEFITS
1.3. KEY MARKET SEGMENTS
1.4. RESEARCH METHODOLOGY

1.4.1. Secondary research
1.4.2. Primary research
1.4.3. Analyst tools & models

Chapter: 2 EXECUTIVE SUMMARY

2.1. CXO PERSPECTIVE

Chapter: 3 MARKET OVERVIEW

3.1. MARKET DEFINITION AND SCOPE
3.2. KEY FINDINGS

3.2.1. Top investment pockets
3.2.2. Top winning strategies

3.3. MARKET SHARE ANALYSIS, 2016
3.4. PORTER’S FIVE FORCES ANALYSIS

3.4.1. MARKET DYNAMICS
3.4.2. Drivers
3.4.3. Restraints
3.4.4. Opportunities

Chapter: 4 GLOBAL CONTACT CENTER MARKET, BY SERVICES

4.1. OVERVIEW

4.1.1. Market size and forecast

4.2. MANAGED SERVICES

4.2.1. Key market trends
4.2.2. Growth factors and opportunities
4.2.3. Market size and forecast

4.3. PROFESSIONAL SERVICES

4.3.1. Key market trends
4.3.2. Growth factors and opportunities
4.3.3. Market size and forecast

Chapter: 5 GLOBAL CONTACT CENTER MARKET, BY SOLUTIONS

5.1. OVERVIEW

5.1.1. Market size and forecast

5.2. AGENT PERFORMANCE OPTIMIZATION

5.2.1. Key market trends
5.2.2. Growth factors and opportunities
5.2.3. Market size and forecast

5.3. INTERACTIVE VOICE RESPONSES

5.3.1. Key market trends
5.3.2. Growth factors and opportunities
5.3.3. Market size and forecast

5.4. AUTOMATIC CALL DISTRIBUTION

5.4.1. Key market trends
5.4.2. Growth factors and opportunities
5.4.3. Market size and forecast

5.5. DIALERS

5.5.1. Key market trends
5.5.2. Growth factors and opportunities
5.5.3. Market size and forecast

5.6. REPORTING AND ANALYTICS

5.6.1. Key market trends
5.6.2. Growth factors and opportunities
5.6.3. Market size and forecast

5.7. COMPUTER TELEPHONEY INTEGRATION

5.7.1. Key market trends
5.7.2. Growth factors and opportunities
5.7.3. Market size and forecast

5.8. OTHERS

5.8.1. Key market trends
5.8.2. Growth factors and opportunities
5.8.3. Market size and forecast

Chapter: 6 GLOBAL CONTACT CENTER MARKET, BY DEPLOYMENT TYPE

6.1. OVERVIEW

6.1.1. Market size and forecast

6.2. CLOUD

6.2.1. Market size and forecast

6.3. ON-PREMISES

6.3.1. Market size and forecast

Chapter: 7 GLOBAL CONTACT CENTER MARKET, BY APPLICATION

7.1. OVERVIEW

7.1.1. Market size and forecast

7.2. CHAT QUALITY AND MONITORING

7.2.1. Market size and forecast

7.3. WORKFORCE OPTIMIZATION

7.3.1. Market size and forecast

7.4. DATA INTEGRATION AND RECORDING

7.4.1. Market size and forecast

7.5. CALL ROUTING AND QUEUING

7.5.1. Market size and forecast

7.6. REAL-TIME DECISION MAKING

7.6.1. Market size and forecast

Chapter: 8 GLOBAL CONTACT CENTER MARKET, BY INDUSTRY VERTICALS

8.1. OVERVIEW

8.1.1. Market size and forecast

8.2. BANKING, FINANCIAL SERVICEAS AND INSURANCE

8.2.1. Market size and forecast

8.3. IT & TELECOMMUNICATION

8.3.1. Market size and forecast

8.4. GOVERNMENT

8.4.1. Market size and forecast

8.5. HEALTHCARE & LIFE SCIENCES

8.5.1. Market size and forecast

8.6. RETAIL

8.6.1. Market size and forecast

8.7. MANUFACTURING

8.7.1. Market size and forecast

8.8. MEDIA & ENTERTAINMENT

8.8.1. Market size and forecast

8.9. OTHERS

8.9.1. Market size and forecast

Chapter: 9 CONTACT CENTER MARKET, BY GEOGRAPHY

9.1. OVERVIEW
9.2. NORTH AMERICA

9.2.1. Key market trends
9.2.2. Key growth factors and opportunities
9.2.3. Market size and forecast, by country

9.2.3.1. U.S. market size and forecast
9.2.3.2. Canada market size and forecast
9.2.3.3. Mexico market size and forecast

9.2.4. North America contact center market, by service
9.2.5. North America contact center market, by solutions
9.2.6. North America contact center market, by deployment type
9.2.7. North America contact center market, by application
9.2.8. North America contact center market, by industry vertical

9.3. EUROPE

9.3.1. Key market trends
9.3.2. Key growth factors and opportunities
9.3.3. Market size and forecast, by country

9.3.3.1. UK market size and forecast
9.3.3.2. Germany market size and forecast
9.3.3.3. France market size and forecast
9.3.3.4. Russia market size and forecast
9.3.3.5. Rest of Europe market size and forecast

9.3.4. Europe contact center Market, by service
9.3.5. Europe contact center Market, by solutions
9.3.6. Europe contact center Market, by deployment type
9.3.7. Europe contact center market, by application
9.3.8. Europe contact center market, by industry vertical

9.4. ASIA-PACIFIC

9.4.1. Key market trends
9.4.2. Key growth factors and opportunities
9.4.3. Market size and forecast, by country

9.4.3.1. China market size and forecast
9.4.3.2. India market size and forecast
9.4.3.3. Japan market size and forecast
9.4.3.4. Australia market size and forecast
9.4.3.5. Rest of Asia-Pacific market size and forecast

9.4.4. Asia-Pacific contact center Market, by service
9.4.5. Asia-Pacific contact center Market, by solutions
9.4.6. Asia-Pacific contact center Market, by deployment type
9.4.7. Asia-Pacific contact center market, by application
9.4.8. Asia-Pacific contact center market, by industry vertical

9.5. LAMEA

9.5.1. Key market trends
9.5.2. Key growth factors and opportunities
9.5.3. Market size and forecast, by region

9.5.3.1. Latin America market size and forecast
9.5.3.2. Middle East market size and forecast
9.5.3.3. Africa market size and forecast

9.5.4. LAMEA contact center Market, by service
9.5.5. LAMEA contact center Market, by solutions
9.5.6. LAMEA contact center Market, by deployment type
9.5.7. LAMEA contact center market, by application
9.5.8. LAMEA contact center market, by industry vertical

Chapter: 10 COMPANY PROFILES

10.1. CISCO SYSTEMS, INC.

10.1.1. Operating business segments
10.1.2. Business performance
10.1.3. Key strategic moves and developments

10.2. ORACLE CORPORATION

10.2.1. Operating business segments
10.2.2. Business performance
10.2.3. Key strategic moves and developments

10.3. LIVEOPS INC.,

10.3.1. Operating business segments
10.3.2. Business performance
10.3.3. Key strategic moves and developments

10.4. ASPECT SOFTWARE INC.,

10.4.1. Operating business segments
10.4.2. Business performance
10.4.3. Key strategic moves and developments

10.5. FIVE9, INC.,

10.5.1. Operating business segments
10.5.2. Business performance
10.5.3. Key strategic moves and developments

10.6. 3CLOGIC.COM

10.6.1. Operating business segments
10.6.2. Business performance
10.6.3. Key strategic moves and developments

10.7. NICE SYSTEMS LTD.

10.7.1. Operating business segments
10.7.2. Business performance
10.7.3. Key strategic moves and developments

10.8. NEWVOICEMEDIA

10.8.1. Operating business segments
10.8.2. Business performance
10.8.3. Key strategic moves and developments

10.9. CONNECT FIRST INC.,

10.9.1. Operating business segments
10.9.2. Business performance
10.9.3. Key strategic moves and developments

10.10 GENESYS TELECOMMUNICATIONS LABORATORIES

10.10.1 Operating business segments
10.10.2 Business performance
10.10.3 Key strategic moves and developments

 
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