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

▼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。▼マーケットレポート

【レポートの概要(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 Geographic Analysis (Page No. – 78)
11.1 Introduction
11.2 North America
11.3 Europe
11.4 Asia-Pacific (APAC)
11.5 Middle East and Africa
11.6 Latin America

12 Competitive Landscape (Page No. – 97)
12.1 Overview
12.2 Competitive Situation & Trends
12.2.1 New Product Launches and Enhancements
12.2.2 Partnerships and Collaborations
12.2.3 Mergers and Acquisitions
12.2.4 Integrations and Expansions
12.3 End-User Analysis
12.3.1 High Adoption Y Large Enterprises
12.3.2 Demand for Cloud-Based Contact Center Across Verticals
12.3.2.1 BFSI
12.3.2.2 Telecommunication and IT
12.4 Contact Center Data Traffic
12.5 Product Portfolio Comparison

13 Company Profiles (Page No. – 108)
(Business Overview, Products & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
13.2 Interactive Intelligence Group, Inc.
13.3 Cisco Systems, Inc.
13.4 Five9, Inc.
13.5 Genesys Telecommunications Laboratories, Inc.
13.6 Oracle Corporation
13.7 8×8, Inc.
13.8 Incontact, Inc.
13.9 3clogic, Inc.
13.10 Connect First, Inc.
13.11 Aspect Software
13.12 Key Innovators
13.12.1 Mitel Networks Corporation
13.12.2 Liveops Social

*Details on Business Overview, Products & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View Might Not Be Captured in Case of Unlisted Companies.

14 Appendix (Page No. – 142)
14.1 Insights From Industry Experts
14.2 Discussion Guide
14.3 Introduction RT: Real-Time Market Intelligence
14.4 Available Customizations
14.5 Related Reports


【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
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