【レポートの概要（一部）】
1 Introduction (Page No. – 13)
1.1 Objectives of the Study
1.2 Market Definition
1.3 Market Scope
1.3.1 Markets Covered
1.3.2 Years Considered in the Report
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 Primaries
2.2 Market Size Estimation
2.3 Market Breakdown and Data Triangulation
2.4 Research Assumptions
2.5 Vendor Dive Matrix Methodology
3 Executive Summary (Page No. – 28)
4 Premium Insights (Page No. – 32)
4.1 Attractive Market Opportunities in the Market
4.2 Cloud-Based Contact Center Global Market, By Verticals and Regions
4.3 Lifecycle Analysis, By Region, 2016
4.4 Market Investment Scenario
4.5 Cloud-Based Contact Center Market: By Vertical
5 Market Overview (Page No. – 36)
5.1 Introduction
5.2 Market Evolution
5.3 Market Segmentation
5.3.1 By Solution
5.3.2 By Service Type
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 Faster Deployment, Salability, and Flexibility
5.4.1.2 Cloud Compliance Requirements
5.4.1.3 Acceptance of Home-Based Work
5.4.1.4 Improved Business Continuity
5.4.2 Restraints
5.4.2.1 Risk of Information Loss
5.4.2.2 High Initial Investment
5.4.2.3 Premises-Based Contact Center Technology Cover Large Portion
5.4.3 Opportunities
5.4.3.1 Improved Customer Experience
5.4.3.2 Move to Omni-Channel Experience
5.4.3.3 Many Enterprises Moving on Cloud Infrastructure
5.4.3.4 Increasing Number of Enterprises Harnessing the Benefits of Contact Center
5.4.4 Challenges
5.4.4.1 Security Issues
5.4.4.2 Maintaining Integration Levels
6 Industry Trends (Page No. – 45)
6.1 Introduction
6.2 Value Chain Analysis
6.3 Market Ecosystem
6.4 Strategic Benchmarking
7 Cloud-Based Contact Center Market Analysis, By Solution (Page No. – 48)
7.1 Introduction
7.2 Automatic Call Distribution (ACD)
7.3 Agent Performance Optimization (APO)
7.4 Dialers
7.5 Interactive Voice Response (IVR)
8 Cloud-Based Contact Center Market Analysis, By Service Type (Page No. – 56)
8.1 Introduction
8.2 Professional Services
8.3 Managed Services
9 Cloud-Based Contact Center Market Analysis, By Application (Page No. – 60)
9.1 Introduction
9.2 Call Routing and Queuing
9.3 Data Integration and Recording
9.4 Chat Quality and Monitoring
9.5 Real-Time Decision Making
9.6 Workforce Optimization
10 Cloud-Based Contact Center Market Analysis, By Deployment Model (Page No. – 67)
10.1 Introduction
10.2 Public Cloud
10.3 Private Cloud
10.4 Hybrid and Community Cloud
11 Cloud-Based Contact Center Market Analysis, By Organization Size (Page No. – 73)
11.1 Introduction
11.2 Small and Medium Enterprises (SMES)
11.3 Large Enterprises
12 Cloud-Based Contact Center Market Analysis, By Vertical (Page No. – 77)
12.1 Introduction
12.2 Banking, Financial Services and Insurance (BFSI)
12.3 Consumer Goods and Retail
12.4 Government and Public Sector
12.5 Healthcare and Life Sciences
12.6 Media and Entertainment
12.7 Manufacturing
12.8 Telecommunication and Ites
12.9 Others (Transportation & Logistics and Education)
13 Geographic Analysis (Page No. – 86)
13.1 Introduction
13.2 North America
13.3 Europe
13.4 Asia-Pacific (APAC)
13.5 Middle East and Africa (MEA)
13.6 Latin America
14 Competitive Landscape (Page No. – 108)
14.1 Overview
14.2 Competitive Situation and Trends
14.2.1 Partnerships, Agreements, and Collaborations
14.2.2 New Product Launches
14.2.3 Business Expansions
14.2.4 Mergers and Acquisitions
15 Company Profile (Page No. – 116)
15.1 Introduction
15.2 8×8, Inc.
15.2.1 Business Overview
15.2.2 Products and Services Offered
15.2.3 Recent Developments
15.2.4 MnM View
15.2.4.1 Key Strategies
15.2.4.2 SWOT Analysis
15.3 Five9, Inc.
15.3.1 Business Overview
15.3.2 Products and Services Offered
15.3.3 Recent Developments
15.3.4 MnM View
15.3.4.1 Key Strategies
15.3.4.2 SWOT Analysis
15.4 Cisco Systems, Inc.
15.4.1 Business Overview
15.4.2 Products and Services Offered
15.4.3 Recent Developments
15.4.4 MnM View
15.4.4.1 Key Strategies
15.4.4.2 SWOT Analysis
15.5 Genesys Telecommunications Laboratories, Inc.
15.5.1 Business Overview
15.5.2 Products and Services Offered
15.5.3 Recent Developments
15.5.4 MnM View
15.5.4.1 Key Strategies
15.5.4.2 SWOT Analysis
15.6 Oracle Corporation
15.6.1 Business Overview
15.6.2 Products and Services Offered
15.6.3 Recent Developments
15.6.4 MnM View
15.6.4.1 Key Strategies
15.6.4.2 SWOT Analysis
15.7 Nice-Systems Ltd.
15.7.1 Business Overview
15.7.2 Products and Services Offered
15.7.3 Recent Developments
15.8 Newvoicemedia
15.8.1 Business Overview
15.8.2 Products and Services Offered
15.8.3 Recent Developments
15.9 3CLogic
15.9.1 Business Overview
15.9.2 Products and Services Offered
15.9.3 Recent Developments
15.9.4 MnM View
15.9.4.1 Key Strategies
15.10 Connect First, Inc.
15.10.1 Business Overview
15.10.2 Products and Services Offered
15.10.3 Recent Developments
15.10.4 MnM View
15.10.4.1 Key Strategies
15.11 Aspect Software Parent Inc.
15.11.1 Business Overview
15.11.2 Products and Services Offered
15.11.3 Recent Developments
16 Other Major Vendors (Page No. – 147)
16.1 Incontact, Inc.
16.1.1 Business Overview
16.2 Interactive Intelligence Group, Inc.
16.2.1 Business Overview
16.3 Broadsoft, Inc.
16.3.1 Business Overview
16.4 West Corporation
16.4.1 Business Overview
16.5 Liveops Cloud
16.5.1 Business Overview
16.6 Mitel Networks Corporation
16.6.1 Business Overview
16.7 Ozonetel Systems Pvt. Ltd
16.7.1 Business Overview
16.8 Evolve IP, LLC.
16.8.1 Business Overview
17 Appendix (Page No. – 152)
17.1 Key Industry Insights
17.2 Other Key Developments
17.2.1 Partnerships, Expansions, and Collaborations, 2013-2016
17.3 Discussion Guide
17.4 Knowledge Store: Marketsandmarkets’ Subscription Portal
17.5 Introducing RT: Real-Time Market Intelligence
17.6 Available Customizations
17.7 Related Reports
【レポート販売概要】
■ タイトル：クラウド基盤コンタクトセンターソリューションの世界市場予測（～2021年）■ 英文：Cloud-Based Contact Center Market by Solution (Dialers, Reporting, and analytics), Service (Professional and Managed), Application, Deployment Model, Organization size, Industry vertical, and Region - Global Forecast to 2021
■ 発行日：2016年11月7日
■ 調査会社：MarketsandMarkets
■ 商品コード：TC-2662
■ 調査対象地域：グローバル
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