クラウド型コンタクトセンターの世界市場...市場調査レポートについてご紹介

【英文タイトル】Cloud Based Contact Center Market by Solution (IVR, ACD, CTI, APO, Dialers, Analytics & Reporting), & by Application (Chat Quality Monitoring, Real Time Decision Making, Work Force Optimization), by Vertical, by Region - Global Forecast to 2020

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クラウド型コンタクトセンターの世界市場 (Code:MAM-TC-2662)

【レポートの概要(一部)】

The cloud model has seen high demand and growth in the contact center market over the past few years. Cloud-based contact center can be defined as a deployment model that allows businesses to host their contact center in a remote, third-party data center.

A dominant factor driving the growth of this market is the financial benefit of moving expenses from capital expenditure to operating expenditure, avoiding costly infrastructure. By deploying cloud-based contact centers, businesses can avoid upfront investment in infrastructure and vendor licenses, and can opt for a payment model based on the usage. A cloud-based contact center is easy and fast to deploy as the services are offered over the internet. Cloud call centers also enjoy unlimited scalability and flexibility as compared to on-premise centers.

The report covers the cloud-based contact center market on the basis of solutions, services, deployment types, applications, verticals, and regions. Enhanced business agility and the growing acceptance of home-based work are driving the growth of this market. However, high initial investment incurred to migrate to cloud and the risk of losing information is still restraining the growth of this market.

The cloud-based contact center market has seen rapid adoption across various verticals, such as Banking, Financial Services, and Insurance (BFSI), IT and telecom, media and entertainment, and retail, which has led to rapid growth of the market, globally. The need for cloud-based solutions has a wide scope and finds acceptability across all verticals. Ease of deployment of cloud and low initial investments are the contributing factors for the growth of the market and are finding increased acceptance among the enterprises of all sizes.

Business leaders are turning to the cloud to achieve differentiation in customer service rather than immediate and long-term cost savings. Cloud tools such as automatic call distribution and dialers, agent performance optimization and interactive voice response allows contact center managers to get more out of their agents, while reducing the time that customers wait on the phone. And many contact centers are now using analytics and reporting to focus on call quality and make sure that customers receive optimal experience. Calls can be tracked and analyzed, and this is driving improved results.

The cloud-based contact center market is consolidated with key players such as Interactive Intelligence, Cisco Systems, Five9, Oracle Corporation, and Genesys Telecommunications. These players adopted various strategies of new product developments, partnerships, collaborations and business expansions to cater to the needs of the market. The market players have adopted new product launches and enhancements as a major strategy to expand their security portfolio, market shares, and customer base.
The cloud-based contact center market size is expected to grow from USD 4.68 Billion in 2015 to USD 14.71 Billion by 2020, at an estimated Compound Annual Growth Rate (CAGR) of 25.7% from 2015 to 2020.

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【日本語概要(※自動翻訳出力)】

※以下は、Microsoft社の翻訳システムを使用した自動翻訳結果です。レイアウト崩れと不自然な日本語表現が多く表示されます。

。。。(後略)

【レポートの目次(一部)】

1 Introduction (Page No. – 14)
1.1 Objectives of the Study
1.2 Market Definition
1.3 Market Scope
1.3.1 Markets Covered
1.3.2 Years Considered for the Study
1.4 Currency
1.5 Limitations
1.6 Stakeholders

2 Research Methodology (Page No. – 17)
2.1 Research Data
2.1.1 Secondary Data
2.1.1.1 Key Data From Secondary Sources
2.1.2 Primary Data
2.1.2.1 Key Data From Primary Sources
2.1.2.2 Key Industry Insights
2.1.2.3 Breakdown of Primary Interviews
2.2 Market Size Estimation
2.2.1 Bottom-Up Approach
2.2.2 Top-Down Approach
2.3 Market Breakdown and Data Triangulation
2.4 Research Assumptions

3 Executive Summary (Page No. – 25)

4 Premium Insights (Page No. – 29)
4.1 Attractive Market Opportunities in the Cloud-Based Contact Center Market
4.2 Market, By Type
4.3 Cloud-Based Contact Center Global Market, By Verticals & Regions
4.4 Lifecycle Analysis, By Region (2015)
4.5 Best Market to Invest
4.6 Region Wise Adoption Scenario

5 Cloud-Based Contact Center Market Overview (Page No. – 34)
5.1 Introduction
5.2 Market Evolution
5.3 Market Segmentation
5.3.1 By Solution
5.3.2 By Service
5.3.3 By Deployment Model
5.3.4 By Application
5.3.5 By Vertical
5.3.6 By Region
5.4 Market Dynamics
5.4.1 Drivers
5.4.1.1 Minimal Capital Expenses
5.4.1.2 Enhanced Business Agility
5.4.1.3 Faster Deployment
5.4.1.4 Acceptance of Home-Based Work
5.4.2 Restraints
5.4.2.1 High Initial Investment
5.4.2.2 Risk of Information Loss
5.4.3 Opportunities
5.4.3.1 Move to Omni-Channel Experience
5.4.3.2 Improved Customer Experience
5.4.4 Challenges
5.4.4.1 Security Issues
5.4.4.2 Maintaining Integration Levels
5.4.5 Regulatory Implications
5.5 Innovation Spotlight

6 Cloud-Based Contact Center Market Industry Trends (Page No. – 44)
6.1 Introduction
6.2 Value Chain Analysis
6.3 Strategic Benchmarking
6.3.1 Strategic Benchmarking: Product Development and Enhancement By Key Players From 2013 to 2015
6.3.2 Strategic Benchmarking: Mergers, Acquisitions, and Strategic Agreements By Emerging/Innovative Vendors From 2013 to 2015
6.4 Data Traffic Trends in Global Market
6.5 Porter’s Five Forces Analysis
6.5.1 Threat of New Entrants
6.5.2 Threat of Substitutes
6.5.3 Bargaining Power of Suppliers
6.5.4 Bargaining Power of Buyers
6.5.5 Intensity of Competitive Rivalry

7 Cloud-Based Contact Center Market Analysis, By Type (Page No. – 50)
7.1 Introduction
7.2 Market: By Solution
7.2.1 Automatic Call Distribution (ACD)
7.2.2 Agent Performance Optimization (APO)
7.2.3 Dialers
7.2.4 Interactive Voice Response (IVR)
7.2.5 Computer Telephony Integration (CTI)
7.2.6 Analytics and Reporting
7.2.7 Omni-Channel Solutions
7.3 Market: By Service
7.3.1 Professional Services
7.3.2 System Integrator
7.3.3 Managed Services

8 Cloud-Based Contact Center Market Analysis, By Deployment Model (Page No. – 60)
8.1 Introduction
8.2 Public Cloud
8.3 Hybrid Cloud
8.4 Private Cloud

9 Cloud-Based Contact Center Market Analysis, By Application (Page No. – 65)
9.1 Introduction
9.2 Call Routing and Queuing
9.3 Data Integration and Recording
9.4 Chat Quality Monitoring
9.5 Real-Time Decision Making
9.6 Workforce Optimization

10 Cloud-Based Contact Center Market Analysis, By Vertical (Page No. – 70)
10.1 Introduction
10.2 BFSI
10.3 Consumer Goods & Retail
10.4 Government
10.5 Healthcare
10.6 Media & Entertainment
10.7 Travel & Hospitality
10.8 Telecommunications & IT
10.9 Transportation & Logistics
10.10 Others

11 Geogra .....


【日本語目次(※自動翻訳出力)】

※以下は、Microsoft社の翻訳システムを使用した自動翻訳結果です。レイアウト崩れと不自然な日本語表現が多く表示されます。

。。。(後略)

【レポート販売概要】

■ タイトル:クラウド型コンタクトセンターの世界市場
■ 英文:Cloud Based Contact Center Market by Solution (IVR, ACD, CTI, APO, Dialers, Analytics & Reporting), & by Application (Chat Quality Monitoring, Real Time Decision Making, Work Force Optimization), by Vertical, by Region - Global Forecast to 2020
■ 発行日:2015年11月12日
■ 調査会社:MarketsandMarkets
■ 商品コード:MAM-TC-2662
■ 調査対象地域:グローバル

▼当市場調査レポートの詳細内容確認、お問い合わせ及びご購入申込は下記ページでお願いします。▼
クラウド型コンタクトセンターの世界市場 (Cloud Based Contact Center Market by Solution (IVR, ACD, CTI, APO, Dialers, Analytics & Reporting), & by Application (Chat Quality Monitoring, Real Time Decision Making, Work Force Optimization), by Vertical, by Region - Global Forecast to 2020 / MAM-TC-2662)

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