Global Contact Center Market 2016-2020


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62pages

Technavio

$ 2500

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About Contact Center
Contact centers have experienced an irretrievable evolution over the last decade. The faculty at a contact center is used to manage clients or customers. They also get in touch with customers via email, telephones, web chat, and social media. Consequently, over the past two decades, many business enterprises have established several contact centers to manage customer interactions. It could be an in-house team or outsourced to a third-party assistance. Such centers offer different services - such as support or help desk, customer service, and sales and marketing contact centers.

Technavios analysts forecast the global contact center market to grow at a CAGR of 10.64% during the period 2016-2020.

Covered in this report
The report covers the present scenario and the growth prospects of the global contact center market for 2016-2020. To calculate the market size, the report considers the revenue generated from the sales of contact center solutions and services.

The market is divided into the following segments based on geography:
Americas
APAC
EMEA

Technavio's report, Global Contact Center Market 2016-2020, 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
Avaya
Cisco Systems
Genesys
Huawei Technologies

Other prominent vendors
3CLogic
8x8
Aastra
Altitude Software
Aspect Software
Connect First
Convergys
CRMXchange
Five9
Fujitsu
HP
IBM
inContact
Interactive Intelligence
Mitel Networks
NICE
Noble Systems
Oracle
Presence Technology
SAP
ShoreTel
Syntel
Teleopti
Unify
Verint Systems
Verizon Communications
Vocalcom

Market driver
Need to automate contact center operations
For a full, detailed list, view our report

Market challenge
System integration issues
For a full, detailed list, view our report

Market trend
Emergence of RPA
For a full, detailed list, view our report

Key questions answered in this report
What will the market size be in 2020 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?
What are the market opportunities and threats faced by the key vendors?
What are the strengths and weaknesses of the key vendors?

You can request one free hour of our analysts time when you purchase this market report. Details are provided within the report.



PART 01: Executive summary
Highlights
PART 02: Scope of the report
Market overview
Countries covered
Top-vendor offerings
PART 03: Market research methodology
Research methodology
Economic indicators
PART 04: Introduction
Key market highlights
PART 05: Market landscape
Market overview
Technology evolution in contact center
Market size and forecast
Five forces analysis
PART 06: Market segmentation by technology
Global contact center market by technology
Global inbound systems contact center market
Global IVR contact center market
Global analytics contact center market
Global QM contact center market
Global WFM contact center market
Global outbound systems contact center market
PART 07: Market segmentation by IT deployment model
Global contact center market by IT deployment model
Global on-premises contact center market
Global hosted contact center market
PART 08: Geographical segmentation
Global contact center market by geography
Americas
EMEA
APAC
PART 09: Market drivers
Need to automate contact center operations
Exponential increase in data generated by contact centers
Digital transformation of contact centers
Increased demand for CRM
PART 10: Impact of drivers
PART 11: Market challenges
System integration issues
Data privacy and security risks
High attrition rate and shrinking IT budget
Lack of domain expertise
PART 12: Impact of drivers and challenges
PART 13: Market trends
Emergence of RPA
Increased adoption of speech analytics
Incorporation of voice biometrics
Rise of CCaaS
Evolution of UC in customer service
PART 14: Vendor landscape
Competitive landscape
Other prominent vendors
PART 15: Key vendor profile
Avaya
Cisco Systems
Genesys
Huawei Technologies
PART 16: Appendix
List of abbreviations


List of Exhibits
Exhibit 01: Global contact center market segmentation overview
Exhibit 02: Countries covered for market analysis
Exhibit 03: Product offerings
Exhibit 04: Details of contact center phases
Exhibit 05: Technology evolution in contact center
Exhibit 06: Global contact center market 2015-2020 ($ billions)
Exhibit 07: Five forces analysis
Exhibit 08: Global contact center market by technology 2015
Exhibit 09: Global inbound systems contact center market 2015-2020 ($ billions)
Exhibit 10: Global IVR contact center market 2015-2020 ($ billions)
Exhibit 11: Global analytics contact center market 2015-2020 ($ billions)
Exhibit 12: Global QM contact center market 2015-2020 ($ billions)
Exhibit 13: Global WFM contact center market 2015-2020 ($ billions)
Exhibit 14: Global Outbound systems contact center market 2015-2020 ($ billions)
Exhibit 15: Global contact center market by IT deployment model
Exhibit 16: Global on-premises contact center market 2015-2020 ($ billions)
Exhibit 17: Global Hosted contact center market 2015-2020 ($ billions)
Exhibit 18: Global contact center market by geography 2015
Exhibit 19: Contact center market in Americas 2015-2020 ($ billions)
Exhibit 20: Contact center market in EMEA 2015-2020 ($ billions)
Exhibit 21: Contact center market in APAC 2015-2020 ($ billions)
Exhibit 22: Impact of drivers
Exhibit 23: Impact of drivers and challenges
Exhibit 24: Other prominent vendors
Exhibit 25: Recent developments
Exhibit 26: Cisco: Recent developments
Exhibit 27: Genesys: Recent developments
Exhibit 28: Recent developments