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Global Contact Center Market 2015-2019

  • November 2015
  • -
  • Infiniti Research Limited
  • -
  • 69 pages

About contact center
Business enterprises worldwide have become increasingly dependent on various technologies and the Internet to run their business and drive revenue growth. This trend is expected to intensify, which indicates that the role of IT has become vital and directly contributes to the organization’s agenda.

Contact center is s facility used to manage clients or customers contact via email, telephone, web chat, and social media. Contact centers have experienced an irretrievable evolution over the last decade. Many business enterprises have several contact centers to manage customer interaction. It could be an in-house team or outsourced to a third party assistance. It offers different services such as support or help desk, customer service, and sales and marketing. In spite of ample public criticism many contact centers are outsourced and offshored. They aid enterprises by providing better customer experience, productivity, valuable business intelligence to concentrate on their core competencies, reduced time-to-market, access to fresh talent and experience along with the latest technologies, and help build an organization with an economical cost structure in the long run. It is responsible for managing priorities and reporting on all the email, voice, web chat, text and social messaging in the same way.

Contact centers act as a central point in an enterprise from where all customer contacts are managed. They play a prominent role within an enterprise's broad customer management strategies. Currently, contact centers are adopting new technologies to become multichannel operations. This results in a coherent customer experience and enables customer expectations to be met with an advanced level of interaction.

Technavio's analysts forecast the global contact center market to grow at a CAGR of 9.26% over the period 2014-2019.

Covered in this report
The report covers the current scenario and the growth prospects of the global contact center market for 2015-2019. To calculate the market size, the report considers revenue generated from on-premise and hosted contact center deployments.

The market is divided into the following segments based on solutions:
- Inbound systems
- Interactive voice response (IVR)
- Quality management (QM)
- Analytics
- Workforce management (WFM)
- Outbound systems

The market is divided into the following segments based on geography:
- Americas
- EMEA
- APAC

Technavio's report, Global Contact Center Market 2015-2019, has been prepared based on an in-depth market analysis with inputs from industry experts. The report also covers the landscape of the market and its growth prospects in the coming years. The report includes a discussion of the key vendors operating in this market.

Key Vendors
- Alcatel-Lucent
- Avaya
- Cisco Systems
- Huawei Technologies

Other prominent vendors
- 3CLogic
- 8x8
- Aastra
- Altitude Software
- Aspect Software
- Connect First
- Convergys
- CRMXchange
- Enghouse Interactive
- Five9
- Fujitsu
- Genesys
- HP
- IBM
- Incontact
- Interactive Intelligence
- Mitel Networks
- NEC
- Noble Systems
- Oracle
- Presence Technology
- SAP
- ShoreTel
- Siemens Enterprise Communications
- Syntellect
- Teleopti
- Toshiba
- Unify
- Verizon Communications
- Vertical Networks
- Vocalcom
- ZTE

Key market driver
- Rise in advanced communication technologies
- For a full, detailed list, view our report

Key market challenge
- High attrition rate
- For a full, detailed list, view our report

Key market trend
- Cloud-based contact centers
- For a full, detailed list, view our report


Key Questions Answered in this Report
- What will the market size be in 2019 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?
- What are the market opportunities and threats faced by the key vendors?
- What are the strengths and weaknesses of the key vendors?

Table Of Contents

Global Contact Center Market 2015-2019
PART 01: Executive summary
Highlights
PART 02: Scope of the report
Market overview
Top-vendor offerings
PART 03: Market research methodology
Research methodology
Economic indicators
PART 04: Introduction
Key market highlights
PART 05: Market landscape
Market overview
Market size and forecast
Phases of contact centers
Evolution of technology in contact centers
Five forces analysis
PART 06: Market segmentation by solution
Global inbound systems contact center market
Global IVR contact center market
Global QM contact center market
Global analytics contact center market
Global WFM contact center market
Global outbound systems contact center market
PART 07: Market segmentation by deployment
Global on-premises contact center market
Global hosted contact center market
PART 08: Geographical segmentation
Contact center market in Americas
Contact center market in EMEA
Contact center market in APAC
PART 09: Market drivers
PART 10: Impact of drivers
PART 11: Market challenges
PART 12: Impact of drivers and challenges
PART 13: Market trends
PART 14: Vendor landscape
Competitive scenario

Key vendors
Other prominent vendors
PART 15: Key vendor analysis
Alcatel-Lucent
Avaya
Cisco Systems
Huawei Technologies
PART 16: Appendix
List of abbreviations
PART 17: Explore Technavio

List of Exhibits
Exhibit 01: Product offerings
Exhibit 02: Global contact center market
Exhibit 03: Global contact center market 2014-2019 ($ billions)
Exhibit 04: Phases of contact centers
Exhibit 05: Evolution of technology in contact center
Exhibit 06: Five forces analysis
Exhibit 07: Global contact center market by solution 2014
Exhibit 08: Global inbound systems contact center market 2014-2019 ($ billions)
Exhibit 09: Global IVR contact center market 2014-2019 ($ billions)
Exhibit 10: Global QM contact center market 2014-2019 ($ billions)
Exhibit 11: Global analytics contact center market 2014-2019 ($ billions)
Exhibit 12: Global WFM contact center market 2014-2019 ($ billions)
Exhibit 13: Global outbound systems contact center market 2014-2019 ($ billions)
Exhibit 14: Global contact center market by deployment 2014
Exhibit 15: Global on-premises contact center market 2014-2019 ($ billions)
Exhibit 16: Global hosted contact center market 2014-2019 ($ billions)
Exhibit 17: Contact center market in Americas 2014-2019 ($ billions)
Exhibit 18: Contact center market in EMEA 2014-2019 ($ billions)
Exhibit 19: Contact center market in APAC 2014-2019 ($ billions)
Exhibit 20: Impact of drivers
Exhibit 21: Impact of drivers and challenges
Exhibit 22: Alcatel-Lucent: Business/Product segmentation by revenue 2014
Exhibit 23: Alcatel-Lucent: Business segmentation by revenue 2013 and 2014 ($ billions)
Exhibit 24: Alcatel-Lucent: Geographical segmentation by revenue 2014
Exhibit 25: Avaya: Business segmentation by revenue 2014
Exhibit 26: Avaya: Business segmentation by revenue 2013 and 2014 ($ billions)
Exhibit 27: Avaya: Geographical segmentation by revenue 2014
Exhibit 28: Cisco: Business segmentation
Exhibit 29: Cisco: Business segmentation by revenue 2013 and 2014 ($ billions)
Exhibit 30: Cisco: Geographical segmentation by revenue 2014

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