Cover Image
Market Research Report

Indian Contact Center Applications and Services Market, Forecast to 2022

Published by Frost & Sullivan Product code 797408
Published Content info 88 Pages
Delivery time: 1-2 business days
Price
Back to Top
Indian Contact Center Applications and Services Market, Forecast to 2022
Published: February 22, 2019 Content info: 88 Pages
Description

Businesses Seek New-age Contact Center Technologies Such as Analytics, Artificial Intelligence, and Advanced Workforce Management to Enhance Customer Experience

Almost all the businesses are gowing customer-centric and are building strategies revolving around their customers' preferences. Companies that have failed to observe the trend have either ceased to exist or are witnessing a decline in growth. Organizations want to know what their customers think about their brands and want to understand the underlying sentiments that customers hold against the company. To do this, businesses are looking to create multiple touchpoints, where they can interact with their customers more often and work towards the betterment of company-customer relationship.

To take the customer experience to the next level, businesses are set to invest heavily in new-age contact center technologies. Firms are demanding the integration of new capabilities into their contact center infrastructure, which not just improves customer satisfaction towards brand, but also increases their agent productivity and efficiency. To cater to these demands, contact center solution vendors/service providers are transforming and enhancing their offerings. Vendors/provider companies are building new capabilities that largely revolve around predictive analytics, artificial intelligence (AI), and and machine learning (ML). With these enhancements, contact center vendors/service providers want to help businesses to transform their cost centers to profit centers.

While the demand for on-premise contact center solutions continues to grow, the adoption of cloud-based contact center services (also known as hosted contact centers) will grow at an ever faster rate. Both large enterprises and small and medium-sized businesses (SMBs) have been adopting cloud-based deployment models. However, service providers would have to address integration-related issues/concerns that are generally expressed by existing contact center users who want to implement cloud-based versions. In terms of offerings, applications such as Workforce Management (WFM), Quality/Call Management (QM), and Contact Center Analytics (CCA) are experiencing higher demand than traditional applications.

Research Highlights:

The study titled analyzes the state of contact centers in the country in 2017. With an aim to provide the readers a comprehensive understanding of the market (current and future), a well-tested step-by-step research methodology has been followed, which is an ideal mix of primary and secondary research.

The market research starts with defining the contact centers market, the Mega Trends affecting the growth of contact centers in India, industry verticals impacting contact center adoption, and an overview on the horizontals adopting contact centers. The drivers and restraints to the market are provided and their impacts on growth are measured. Market sizing and forecasting for the overall market and subsegment analysis of contact center applications and services are estimated, along with the market engineering measurements. Finally, growth opportunities that Frost & Sullivan believes will create differentiators for contact center vendors and service providers are identified.

Key Issues Addressed:

  • What is the current state of the overall Contact Center market in India?
  • What are the specific drivers and challenges to the growth of Contact Center in India?
  • What is the current market size and future forecast of Contact Center?
  • How is the vertical and the horizontal split and what are the trends?
  • What would the market look like by the end of 2022?
  • What does the future hold for Contact Center in India?
Table of Contents
Product Code: 9AC4/1F

Table of Contents

1. INDIAN CONTACT CENTER APPLICATIONS AND SERVICES MARKET, FORECAST TO 2022

Executive Summary

  • Key Findings
  • Key Findings (continued)
  • Market Engineering Measurements
  • CEO's Perspective

Market Overview

  • Research Scope
  • Market Definitions
  • Market Definitions (continued)
  • Market Definitions (continued)
  • Market Definitions (continued)
  • Market Definitions (continued)
  • Contact Center Applications Segmentation
  • Key Questions this Study will Answer
  • Contact Center Segmentation by Applications Vs Services (HCC)
  • Market Trends
  • Contact Center Segmentation by Industry Verticals
  • Contact Center Segmentation by Industry Horizontals
  • Distribution Channel and Value Chain Analysis

Drivers and Restraints-Total Contact Center Applications and Services (HCC) Market

  • Market Drivers
  • Drivers Explained
  • Drivers Explained (continued)
  • Market Restraints
  • Restraints Explained
  • Restraints Explained (continued)

Forecasts and Trends-Total Contact Center Applications and Services (HCC) Market

  • Revenue Forecast
  • Revenue Forecast Discussion

Growth Opportunities and Companies to Action

  • Growth Opportunity 1-Government Initiatives
  • Growth Opportunity 2-Growing Customer Focus
  • Growth Opportunity 3-Improving Technology Penetration
  • Strategic Imperatives for Contact Center Vendors and Service Providers

Contact Center Applications Market

  • Market Overview
  • Market Engineering Measurements
  • Revenue Forecast
  • Revenue Forecast Discussion
  • Market Share Analysis by Applications
  • Market Share Analysis by Verticals
  • Market Share Analysis by Horizontals
  • Overall Market Share
  • Competitive Environment

Contact Center Services (HCC) Market

  • Market Overview
  • Market Engineering Measurements
  • Revenue Forecast
  • Revenue Forecast Discussion
  • Market Share Analysis by Applications
  • Market Share Analysis by Verticals
  • Market Share Analysis by Horizontals
  • Overall Market Share
  • Competitive Environment

Mega Trends and Industry Convergence Implications

  • Industry Verticals Impacting Contact Center Adoption in the Region
  • Industry Verticals Impacting Contact Center Adoption in the Region (continued)
  • Contact Center Market in India-Past Vs Present Vs Future
  • Degree of Impact on the Contact Center Applications and Services (HCC) Market
  • Mega Trends Explained
  • Technology Trends that are Here to Stay-Analytics
  • Technology Trends that are Here to Stay-Automation

The Last Word

  • The Last Word-Predictions
  • The Last Word-Recommendations
  • Legal Disclaimer

Appendix

  • Market Engineering Measurements
  • Additional Sources of Information on Contact Center Applications and Services (HCC) Market in India
  • Learn More-Next Steps
  • List of Acronyms
  • List of Acronyms (continued)
  • List of Acronyms (continued)
  • List of Exhibits
  • List of Exhibits (continued)

The Frost & Sullivan Story

  • The Frost & Sullivan Story
  • Value Proposition-Future of Your Company & Career
  • Global Perspective
  • Industry Convergence
  • 360° Research Perspective
  • Implementation Excellence
  • Our Blue Ocean Strategy
Back to Top