【レポートの概要（一部）】
PART 01: Executive summary
• Highlights
PART 02: Scope of the report
• Market overview
• Countries covered
• Top-vendor offerings
PART 03: Market research methodology
• Research methodology
• Economic indicators
PART 04: Introduction
• Key market highlights
PART 05: Market landscape
• Market overview
• Technology evolution in contact center
• Market size and forecast
• Five forces analysis
PART 06: Market segmentation by technology
• Global contact center market by technology
• Global inbound systems contact center market
• Global IVR contact center market
• Global analytics contact center market
• Global QM contact center market
• Global WFM contact center market
• Global outbound systems contact center market
PART 07: Market segmentation by IT deployment model
• Global contact center market by IT deployment model
• Global on-premises contact center market
• Global hosted contact center market
PART 08: Geographical segmentation
• Global contact center market by geography
• Americas
• EMEA
• APAC
PART 09: Market drivers
• Need to automate contact center operations
• Exponential increase in data generated by contact centers
• Digital transformation of contact centers
• Increased demand for CRM
PART 10: Impact of drivers
PART 11: Market challenges
• System integration issues
• Data privacy and security risks
• High attrition rate and shrinking IT budget
• Lack of domain expertise
PART 12: Impact of drivers and challenges
PART 13: Market trends
• Emergence of RPA
• Increased adoption of speech analytics
• Incorporation of voice biometrics
• Rise of CCaaS
• Evolution of UC in customer service
PART 14: Vendor landscape
• Competitive landscape
• Other prominent vendors
PART 15: Key vendor profile
• Avaya
• Cisco Systems
• Genesys
• Huawei Technologies
PART 16: Appendix
• List of abbreviations
[List of Exhibits]
Exhibit 01: Global contact center market segmentation overview
Exhibit 02: Countries covered for market analysis
Exhibit 03: Product offerings
Exhibit 04: Details of contact center phases
Exhibit 05: Technology evolution in contact center
Exhibit 06: Global contact center market 2015-2020 ($ billions)
Exhibit 07: Five forces analysis
Exhibit 08: Global contact center market by technology 2015
Exhibit 09: Global inbound systems contact center market 2015-2020 ($ billions)
Exhibit 10: Global IVR contact center market 2015-2020 ($ billions)
Exhibit 11: Global analytics contact center market 2015-2020 ($ billions)
Exhibit 12: Global QM contact center market 2015-2020 ($ billions)
Exhibit 13: Global WFM contact center market 2015-2020 ($ billions)
Exhibit 14: Global Outbound systems contact center market 2015-2020 ($ billions)
Exhibit 15: Global contact center market by IT deployment model
Exhibit 16: Global on-premises contact center market 2015-2020 ($ billions)
Exhibit 17: Global Hosted contact center market 2015-2020 ($ billions)
Exhibit 18: Global contact center market by geography 2015
Exhibit 19: Contact center market in Americas 2015-2020 ($ billions)
Exhibit 20: Contact center market in EMEA 2015-2020 ($ billions)
Exhibit 21: Contact center market in APAC 2015-2020 ($ billions)
Exhibit 22: Impact of drivers
Exhibit 23: Impact of drivers and challenges
Exhibit 24: Other prominent vendors
Exhibit 25: Recent developments
Exhibit 26: Cisco: Recent developments
Exhibit 27: Genesys: Recent developments
Exhibit 28: Recent developments
【レポート販売概要】
■ タイトル：コンタクトセンターの世界市場2016-2020■ 英文：Global Contact Center Market 2016-2020
■ 発行日：2016年10月26日
■ 調査会社：Technavio
■ 商品コード：IRTNTR10672
■ 調査対象地域：グローバル
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