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Market Research Report

Global Contact Center Market 2018-2022

Published by TechNavio (Infiniti Research Ltd.) Product code 316408
Published Content info 103 Pages
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Global Contact Center Market 2018-2022
Published: February 5, 2018 Content info: 103 Pages
Description

About Contact Center

A contact center acts as a central point in an enterprise from where all contacts are managed. It plays a prominent role in the broad customer management strategies of an enterprise.

Technavio's analysts forecast the global contact center market to grow at a CAGR of 8.54 % during the period 2018-2022.

Covered in this report

The report covers the present scenario and the growth prospects of the global contact center market for 2018-2022. To calculate the market size, the report considers the revenue generated from the sales of contact center solutions.

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

  • Americas
  • APAC
  • EMEA

Technavio's report, Global Contact Center Market 2018-2022, 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

  • Aspect
  • Cisco Systems
  • Genesys

Market driver

  • Rising adoption of cloud-based contact centers
  • For a full, detailed list, view our report

Market challenge

  • Inability to achieve an ASA
  • For a full, detailed list, view our report

Market trend

  • Integration of chatbots for better turnaround times
  • For a full, detailed list, view our report

Key questions answered in this report

  • What will the market size be in 2022 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?

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

Table of Contents
Product Code: IRTNTR20291

Table of Contents

PART 01: EXECUTIVE SUMMARY

PART 02: SCOPE OF THE REPORT

PART 03: RESEARCH METHODOLOGY

PART 04: MARKET LANDSCAPE

  • Market ecosystem
  • Market characteristics
  • Market segmentation analysis

PART 05: MARKET SIZING

  • Market definition
  • Market sizing 2017
  • Market size and forecast 2017-2022

PART 06: FIVE FORCES ANALYSIS

  • Bargaining power of buyers
  • Bargaining power of suppliers
  • Threat of new entrants
  • Threat of substitutes
  • Threat of rivalry
  • Market condition

PART 07: MARKET SEGMENTATION BY TYPE OF INTERACTION

  • Segmentation by type of interaction
  • Comparison by type of interaction
  • Voice-based - Market size and forecast 2017-2022
  • Text-based - Market size and forecast 2017-2022
  • Social media-based - Market size and forecast 2017-2022
  • Market opportunity by type of interaction

PART 08: MARKET SEGMENTATION BY DEPLOYMENT

  • Segmentation by deployment
  • On-premises
  • Cloud-based

PART 09: CUSTOMER LANDSCAPE

PART 10: REGIONAL LANDSCAPE

  • Geographical segmentation
  • Regional comparison
  • Americas - Market size and forecast 2017-2022
  • EMEA - Market size and forecast 2017-2022
  • APAC - Market size and forecast 2017-2022
  • Market opportunity

PART 11: DECISION FRAMEWORK

PART 12: DRIVERS AND CHALLENGES

  • Market drivers
  • Market challenges

PART 13: MARKET TRENDS

  • Integration of chatbots for better turnaround times
  • Use of analytics for enhancing the customer experience
  • Incorporation of AI for providing customized solutions

PART 14: VENDOR LANDSCAPE

  • Overview
  • Landscape disruption
  • Competitive scenario

PART 15: VENDOR ANALYSIS

  • Vendors covered
  • Vendor classification
  • Market positioning of vendors
  • Aspect
  • Cisco Systems
  • Genesys

PART 16: APPENDIX

  • List of abbreviations

List of Exhibits

  • Exhibit 01: Parent market
  • Exhibit 02: Global IT service market
  • Exhibit 03: Market characteristics
  • Exhibit 04: Market segments
  • Exhibit 05: Market definition - Inclusions and exclusions checklist
  • Exhibit 06: Market size 2017
  • Exhibit 07: Validation techniques employed for market sizing 2017
  • Exhibit 08: Global contact center market - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 09: Global contact center market - Year-over-year growth 2018-2022 (%)
  • Exhibit 10: Five forces analysis 2017
  • Exhibit 11: Five forces analysis 2022
  • Exhibit 12: Bargaining power of buyers
  • Exhibit 13: Bargaining power of suppliers
  • Exhibit 14: Threat of new entrants
  • Exhibit 15: Threat of substitutes
  • Exhibit 16: Threat of rivalry
  • Exhibit 17: Market condition - Five forces 2017
  • Exhibit 18: Market condition - Five forces 2022
  • Exhibit 19: Global contact center market by type of interaction - Market share 2017-2022 (%)
  • Exhibit 20: Comparison by type of interaction
  • Exhibit 21: Voice-based - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 22: Voice-based - Year-over-year growth 2018-2022 (%)
  • Exhibit 23: Text-based - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 24: Text-based - Year-over-year growth 2018-2022 (%)
  • Exhibit 25: Social media-based - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 26: Social media-based - Year-over-year growth 2018-2022 (%)
  • Exhibit 27: Market opportunity by type of interaction
  • Exhibit 28: Vendors and the types of contact center solutions they offer
  • Exhibit 29: Customer landscape
  • Exhibit 30: Global contact center market by geography - Market share 2017-2022 (%)
  • Exhibit 31: Regional comparison
  • Exhibit 32: Americas - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 33: Americas - Year-over-year growth 2018-2022 (%)
  • Exhibit 34: Top 3 countries in the Americas
  • Exhibit 35: EMEA - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 36: EMEA - Year-over-year growth 2018-2022 (%)
  • Exhibit 37: Top 3 countries in EMEA
  • Exhibit 38: APAC - Market size and forecast 2017-2022 ($ bn)
  • Exhibit 39: APAC - Year-over-year growth 2018-2022 (%)
  • Exhibit 40: Top 3 countries in APAC
  • Exhibit 41: Market opportunity
  • Exhibit 42: Vendor landscape
  • Exhibit 43: Landscape disruption
  • Exhibit 44: Product description
  • Exhibit 45: Vendors covered
  • Exhibit 46: Vendor classification
  • Exhibit 47: Market positioning of vendors
  • Exhibit 48: Aspect - Overview
  • Exhibit 49: Aspect - Business segments
  • Exhibit 50: Aspect - Organizational developments
  • Exhibit 51: Aspect - Key customers
  • Exhibit 52: Cisco Systems -Overview
  • Exhibit 53: Cisco Systems - Business segments
  • Exhibit 54: Cisco Systems - Organizational developments
  • Exhibit 55: Cisco Systems - Geographic focus
  • Exhibit 56: Cisco Systems - Segment focus
  • Exhibit 57: Cisco Systems - Key customers
  • Exhibit 58: Genesys - Overview
  • Exhibit 59: Genesys - Business segments
  • Exhibit 60: Genesys - Organizational developments
  • Exhibit 61: Genesys - Key customers
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