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Market Research Report

Growth Opportunities in the Hosted/Cloud Contact Center Market

Published by Frost & Sullivan Product code 409918
Published Content info 71 Pages
Delivery time: 1-2 business days
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Growth Opportunities in the Hosted/Cloud Contact Center Market
Published: December 9, 2016 Content info: 71 Pages
Description

Actionable Strategies and Tactics to Maintain Leadership in a Growing Market

New analysis from Frost & Sullivan's Digital Transformation program finds that the market for cloud contact centers continues to increase. The acceleration of omnichannel and digital transformation, coupled with the C-suite demands for stronger and swifter growth, is driving future technology acquisitions. Clear articulation of visionary perspectives on the digital transformation of business, and the necessity for cross-organizational support for initiatives will be necessary to drive demand with strategic audiences (CXOs, line-of-business leaders, IT leaders, and SMB leaders).

Table of Contents
Product Code: K0B8-76

Table of Contents

1. EXECUTIVE DASHBOARD

  • 1. Purpose of this Experiential Study
  • 2. 5 Step Process to Transformational Growth
  • 3. Strategic Imperatives for Hosted/Cloud Contact Center Solution Providers (CCSPs)

2. GROWTH ENVIRONMENT-MARKET OVERVIEW

  • 1. Hosted/Cloud Contact Center Market Definitions
  • 2. Market Definitions
  • 3. Hosted/Cloud North America Contact Center Provider Landscape
  • 4. Drivers and Restraints
  • 5. Forecast Assumptions

3. MARKET FORECASTS

  • 1. Revenue Forecast North America Hosted/Cloud Contact Center Market
  • 2. Competitive Analysis Market Share-IVR
  • 3. Competitive Analysis-Market Share ACD
  • 4. Competitive Analysis-Market Share Customer Chat
  • 5. Competitive Analysis-Market Share Outbound Contact
  • 6. Competitive Analysis-Market Share APO
  • 7. Competitive Analysis-Market Share Hosted/Cloud Contact Centers

4. VISIONING SCENARIOS

  • 1. Macro to Micro Visioning
  • 2. Visioning Scenarios for the Cloud Contact Center Market
  • 3. Top Predictions for the Cloud Contact Center Market

5. GROWTH PIPELINE

  • 1. Levers for Growth

6. VISION AND STRATEGY-GROWTH OPPORTUNITIES

  • 1. Growth Opportunity 1-Omnichannel Customer Experience
  • 2. Growth Opportunity 2-Customer Experience Analytics
  • 3. Growth Opportunity 3-Big Data & Analytics/Machine Learning
  • 4. Growth Opportunity 4-Social Media Monitoring
  • 5. Growth Opportunity 5-Social Customer Engagement
  • 6. Growth Opportunity 6-Agent Desktop/Agent Empowerment
  • 7. Growth Opportunity 7-Catering to the New Workforce
  • 8. Growth Opportunity 8-Automation via Artificial Intelligence (AI)
  • 9. Growth Opportunity 9-Virtual Agent/Advisor
  • 10. Growth Opportunity 10-Live Chat
  • 11. Growth Opportunity 11-Proactive/Interactive Customer Contact
  • 12. Growth Opportunity 12-Messaging Platforms in Customer Service
  • 13. Growth Opportunity 13-Gamifying the Customer Experience
  • 14. Growth Opportunity 14-Video
  • 15. Growth Opportunity 15-Back Office WFO
  • 16. Growth Opportunity 16-The IoT: Supporting Immersive Experiences
  • 17. Growth Opportunity 17-WebRTC Applications
  • 18. Growth Opportunity 18-BC/DR: Enabling Continuous CX
  • 19. Growth Opportunity 19-Industry Focus: Healthcare
  • 20. Growth Opportunity 20-Industry Focus: Retail

7. BRAND AND DEMAND-GROWTH OPPORTUNITIES

  • 1. Growth Opportunity 21-Innovation & Transformation
  • 2. Growth Opportunity 22-Third Party Validation
  • 3. Growth Opportunity 23-Customer Lifetime Value (CLV)
  • 4. Growth Opportunity 24-Best-in-Class
  • 5. Growth Opportunity 25-Sales & Marketing Use Cases
  • 6. Growth Opportunity 26-Industry Vertical Marketing
  • 7. Growth Opportunity 27-Lead Generation
  • 8. Growth Opportunity 28-Inbound Marketing Capabilities
  • 9. Growth Opportunity 29-Outbound Marketing Priorities
  • 10. Growth Opportunity 30-Social Media Marketing
  • 11. Growth Opportunity 31-Sales Enablement Content

8. GROWTH OPPORTUNITIES MATRIX

  • 1. Identifying Your Company's Growth Zone
  • 2. Growth Opportunities 1-20-Vision and Strategy
  • 3. Growth Opportunities 1-20-Vision and Strategy (continued)
  • 4. Growth Opportunities 21-31-Brand and Demand
  • 5. Growth Opportunities Matrix

9. GROWTH STRATEGY AND IMPLEMENTATION

  • 1. Growth Strategies for Your Company
  • 2. Prioritized Opportunities through Implementation
  • 3. Legal Disclaimer

10. APPENDIX

  • 1. Abbreviations and Acronyms Used
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