Cover Image
Market Research Report

Growth Opportunities in the North American Contact Center Market, Forecast to 2022

Published by Frost & Sullivan Product code 739349
Published Content info 85 Pages
Delivery time: 1-2 business days
Price
Back to Top
Growth Opportunities in the North American Contact Center Market, Forecast to 2022
Published: October 22, 2018 Content info: 85 Pages
Description

Engaging the Customer and Employee Uplifts the Customer Experience

New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North American Contact Center Market finds that the market for contact centers continues to increase. For cloud, the acceleration of omnichannel and digital transformation, coupled with the C-suite demands for stronger and swifter growth, is driving future technology acquisitions and investments. The study finds that contact center service providers (CCSPs) will need to improve the Customer Experience (CX), and contact center performance and productivity, through using a broadened set of analytics tools that incorporate new technologies, including machine learning (ML), Big Data, etc., with a more critical eye to simplicity and ease of use.

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.

This study provides market share for 2017 solution providers in both the hosted/cloud and contact center systems market, along with a forecast from 2017-2022.

This analysis also presents some of the CX trends that Frost & Sullivan believes will shape, grow, and influence customer contact and the Customer Experience. Chief among these are the drive for omnichannel service delivery, and developments in the use of advanced technologies for self service, such as machine learning and AI, that will drive superior customer experiences. In addition, there is a keen focus on workforce engagement management to address the persistent challenges of reducing costs while improving CX and employee experience.

The study focuses on those growth insights which are the most relevant for 2018-2022 in North America. This Growth Insight outlines the trends and insights for select industries, business models and technology areas, including:

  • Inbound Contact Routing
  • Interactive Voice Response
  • Outbound Dialing
  • Workforce Management
  • Call Recording
  • Analytics
Table of Contents
Product Code: K2E8-76

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
  • Key Takeaways of the Total Contact Center Market (continued)
  • Strategic Imperatives for Hosted/Cloud Contact Center Solution Providers (CCSPs)

2. GROWTH ENVIRONMENT-MARKET OVERVIEW: HOSTED/CLOUD

  • 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
  • Forecast Assumptions

4. GROWTH ENVIRONMENT-MARKET OVERVIEW: SYSTEMS

  • Strategic Imperatives for Contact Center Systems Providers (CCSPs)
  • North America Contact Center Systems Markets
  • North American Contact Center Systems Markets (continued)
  • North American Contact Center Systems Markets (continued)
  • Drivers and Restraints

5. MARKET FORECASTS

  • Revenue Forecast by Product Segment
  • Market Share-IVR Systems
  • Market Share-Inbound Contact Routing 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
  • Top Predictions 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 & Analytics/Machine Learning
  • Growth Opportunity 4-Social Media Monitoring
  • Growth Opportunity 5-Social Customer Engagement
  • Growth Opportunity 6-Workforce Engagement Management (WEM)
  • Growth Opportunity 7-Agent Desktop/Agent Empowerment
  • Growth Opportunity 8-Virtual Agent/Assistant
  • Growth Opportunity 9-Blended AI
  • Growth Opportunity 10-Chat
  • Growth Opportunity 11-Messaging Platforms in Customer Service
  • Growth Opportunity 12-Gamifying the Customer Experience
  • Growth Opportunity 13-Video
  • Growth Opportunity 14-BC/DR: Enabling Continuous CX

9. BRAND AND DEMAND-GROWTH OPPORTUNITIES

  • Growth Opportunity 15-Innovation & Transformation
  • Growth Opportunity 16-Third-Party Validation
  • Growth Opportunity 17-Customer Lifetime Value (CLV)
  • Growth Opportunity 18-Best-in-Class
  • Growth Opportunity 19-Industry Vertical Marketing
  • Growth Opportunity 20-Lead Generation
  • Growth Opportunity 21-Inbound Marketing Capabilities
  • Growth Opportunity 22-Outbound Marketing Priorities
  • Growth Opportunity 23-Social Media Marketing
  • Growth Opportunity 24-Sales Enablement Content

10. GROWTH OPPORTUNITIES MATRIX

  • Identifying Your Company's Growth Zone
  • Growth Opportunities 1-14-Vision and Strategy
  • Growth Opportunities 15-25-Brand and Demand
  • Growth Opportunities Matrix

11. GROWTH STRATEGY AND IMPLEMENTATION

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

12. APPENDIX

  • Abbreviations and Acronyms Used
  • Abbreviations and Acronyms Used (continued)
  • List of Exhibits
  • List of Exhibits (continued)
Back to Top