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Market Research Report

Growth Opportunities in the Global Contact Center Systems Market, Forecast to 2020

Published by Frost & Sullivan Product code 462555
Published Content info 91 Pages
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Growth Opportunities in the Global Contact Center Systems Market, Forecast to 2020
Published: February 22, 2017 Content info: 91 Pages
Description

Actionable Strategies to Remain Relevant Amidst the Cloudy Landscape

New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the Global Contact Center Systems Market finds that the market for on-premises contact center systems continues to decline as companies increasingly switch to hosted/cloud solutions. However, globally Contact Center Analytics represents a bright growth opportunity in the on-premises contact center systems market as companies seek to get the most out of their existing investments. Contact center analytics systems include speech analytics, multi-channel customer interaction analytics, and contact center performance analytics applications. Enterprises are increasingly looking to source these solutions from their primary contact center infrastructure or workforce

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Table of Contents
Product Code: K0B7-76

Table of Contents

1. EXECUTIVE DASHBOARD

  • Purpose of this Experiential Study
  • 5 Step Process to Transformational Growth
  • Strategic Imperatives for Contact Center Systems Providers (CCSPs)

2. GROWTH ENVIRONMENT: MARKET OVERVIEW

  • Global Contact Center Systems Markets
  • Global Contact Center Systems Markets (continued)
  • Global Contact Center Systems Provider Landscape
  • Drivers and Restraints

3. MARKET FORECASTS

  • Forecast Assumptions
  • Revenue Forecast-Contact Center Systems Market
  • Revenue Forecast by Service Segment-Contact Center Systems Market
  • Inbound Contact Routing Systems
  • IVR and Voice Portal Systems
  • Outbound Dialer Systems
  • Quality Monitoring Systems
  • Workforce Management Systems
  • Analytics
  • Revenue Forecast by Region-Contact Center Systems Market
  • Revenue Forecast by Industry Vertical-Contact Center Systems Market
  • Revenue Forecast by Contact Center Size-Contact Center Systems Market
  • Market Share by Revenue-Inbound Contact Routing Systems Market
  • Market Share by Revenue-IVR Systems Market
  • Market Share by Revenue-Outbound Dialer Systems Market
  • Market Share by Revenue-Quality Monitoring Systems Market
  • Market Share by Revenue-Workforce Management Systems Market
  • Market Share by Revenue-Contact Center Analytics Market
  • Market Share by Revenue-Contact Center Systems Market

4. VISIONING SCENARIOS

  • Macro to Micro Visioning
  • Visioning Scenarios for the Contact Center Systems Market
  • Top Predictions for the Contact Center Systems Market

5. GROWTH PIPELINE

  • Levers for Growth

6. VISION AND STRATEGY-GROWTH OPPORTUNITIES

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

7. BRAND AND DEMAND-GROWTH OPPORTUNITIES

  • Growth Opportunity 20-Innovation & Transformation
  • Growth Opportunity 21-Third Party Validation
  • Growth Opportunity 22-Customer Lifetime Value (CLV)
  • Growth Opportunity 23-Best-in-Class
  • Growth Opportunity 24-Sales & Marketing Use Cases
  • Growth Opportunity 25-Industry Vertical Marketing
  • Growth Opportunity 26-Lead Generation
  • Growth Opportunity 27-Inbound Marketing Capabilities
  • Growth Opportunity 28-Outbound Marketing Priorities
  • Growth Opportunity 29-Social Media Marketing
  • Growth Opportunity 30-Sales Enablement Content

8. GROWTH OPPORTUNITIES MATRIX

  • Identifying Your Company's Growth Zone
  • Growth Opportunities 1-19: Vision and Strategy
  • Growth Opportunities 1-19: Vision and Strategy (continued)
  • Growth Opportunities 20-30: Brand and Demand
  • Growth Opportunities Matrix

9. GROWTH STRATEGY AND IMPLEMENTATION

  • Growth Strategies for Your Company
  • Prioritized Opportunities through Implementation
  • Legal Disclaimer

10. APPENDIX

  • Representative Companies Product Offerings by Segment (1/5)
  • Representative Companies Product Offerings by Segment (2/5)
  • Representative Companies Product Offerings by Segment (3/5)
  • Representative Companies Product Offerings by Segment (4/5)
  • Representative Companies Product Offerings by Segment (5/5)
  • Abbreviations and Acronyms Used
  • Global-Key Takeaways
  • Global-Key Takeaways (continued)
  • NA-Key Takeaways
  • NA-Key Takeaways (continued)
  • LATAM-Key Takeaways
  • LATAM-Key Takeaways (continued)
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