Global Contact Center Market 2014-2018

コンタクトセンター・ソリューションの世界市場:オンプレミス型、ホスト型

◆タイトル:Global Contact Center Market 2014-2018
◆商品コード:IRTNTR4206
◆調査・発行会社:Technavio (Infiniti Research Ltd.)
◆発行日:2014年10月15日
◆ページ数:69
◆資料形式:pdf / 英語
◆納品方法:Eメール
◆調査対象地域:グローバル
◆産業分野:IT
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【資料の概要】

本調査レポートでは、"コンタクトセンター・ソリューションの世界市場:オンプレミス型、ホスト型"について調査・分析し、エグゼクティブサマリー、市場概観、市場規模及び予測、技術別分析、主要地域別分析、市場シェア、購買基準、市場成長要因、市場の課題、市場動向、競争状況、主要企業(ベンダー)分析等の情報をお届けいたします。

About Contact Center
A contact center is the central point in an enterprise from which all customer contacts are managed. A contact center plays a prominent role within enterprise wide customer management strategies. Currently, contact centers are embracing new technologies to offer a multichannel experience. This results in a coherent customer experience and meeting customer expectations with advanced levels of interactions channels. It helps client firms to increase their operational efficiency, enhance customer experience, concentrate on their core competencies, reduce time to market, obtain access to fresh talent and experience along with latest technologies, and build an organization with an economical cost structure in the long run.

TechNavio’s analysts forecast the Global Contact Center market will grow at a CAGR of 8.81 percent over the period 2013-2018.

[Covered in this Report]
This report covers the present scenario and the growth prospects of the Global Contact Center market for the period 2014-2018. The Global Contact Center market is categorized by two main segments: Hosted and On-premises. The report covers the Americas, the EMEA and APAC regions; it also covers Global Contact Center market landscape and its growth prospects in the coming years.

TechNavio’s report, the Global Contact Center Market 2014-2018, has been prepared based on an in-depth market analysis with inputs from industry experts. The report also includes a detailed discussion of the key vendors operating in this market and their market shares.

Key Regions
• Americas
• EMEA
• APAC

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

Other Prominent Vendors
• Aastra
• Altitude
• Aspect
• Fujitsu
• Genesys
• HP
• Interactive Intelligence
• NEC
• Noble Systems
• Oracle
• ShoreTel
• Siemens Enterprise Communications
• Toshiba
• Vertical Networks

Key Market Driver
• Growing Role of Advanced Communication Technologies
• For a full, detailed list, view our report

Key Market Challenge
• Attrition
• For a full, detailed list, view our report

Key Market Trend
• Growing Popularity of Social Media
• For a full, detailed list, view our report

Key Questions Answered in this Report
• What will the market size be in 2018 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?

【資料の目次】

01. Executive Summary
02. List of Abbreviations
03. Scope of the Report
03.1 Market Overview
03.2 Service Offerings
04. Market Research Methodology
04.1 Market Research Process
04.2 Research Methodology
05. Introduction
06. Market Landscape
06.1 Market Overview
06.2 Market Size and Forecast
07. Five Forces Analysis
08. Market Segmentation by Technology
09. Global Contact Center market by Deployment
09.1 Global On-premise Contact center market
09.1.1 Market Size and Forecast
09.2 Global Hosted Contact center market
09.2.1 Market Size and Forecast
10. Geographical Segmentation
11. Trend of Technologies used in Contact Centres
12. Geographical Segmentation
13. Buying Criteria
14. Market Growth Drivers
15. Drivers and their Impact
16. Market Challenges
17. Impact of Drivers and Challenges
18. Market Trends
19. Trends and their Impact
20. Vendor Landscape
20.1 Competitive Scenario
20.2 Market Share Analysis 2013
20.3 Other Prominent Vendors
21. Key Vendor Analysis
21.1 Avaya
21.1.1 Key facts
21.1.2 Business Description
21.1.3 Business Segmentation
22. Key Vendor Analysis
22.1 Cisco Systems
22.1.1 Key Facts
22.1.2 Business Overview
22.1.3 Business Segmentation by Revenue 2013
22.1.4 Business Segmentation by Revenue 2011-2013
22.1.5 Geographical Segmentation by Revenue 2013
22.1.6 Business Strategy
22.1.7 Recent Developments
22.1.8 SWOT Analysis
22.1.9 Strengths
22.1.10 Weaknesses
22.1.11 Opportunities
22.1.12 Threats
22.2 Huawei Technologies Ltd.
22.2.1 Key Facts
22.2.2 Business Overview
22.2.3 Business Segmentation by Revenue 2013
22.2.4 Business Segmentation by Revenue 2012 and 2013
22.2.5 Sales by Geography 2013
22.2.6 Business Strategy
22.2.7 Recent Developments
22.2.8 SWOT Analysis
22.2.9 Strengths
22.2.10 Weaknesses
22.2.11 Opportunities
22.2.12 Threats
22.3 Alcatel-Lucent
22.3.1 Key Facts
22.3.2 Business Description
23. Other Reports in this Series

List of Exhibits
Exhibit 1: Market Research Methodology
Exhibit 2: Global Contact Centre market
Exhibit 3: Global Contact Center market 2013-2018 (US$ billion)
Exhibit 4: Global Contact Center market by technology, 2013
Exhibit 5: Global Contact Center market by deployment 2013
Exhibit 6: Global On-premise Contact center market 2014-2018 (US$ billion)
Exhibit 7: Global Hosted Contact center market 2014-2018 (US$ billion)
Exhibit 8: Global contact Center market by Geographical Segmentation 2013
Exhibit 9: Global BPO segment in manufacturing market by Geographical Segmentation 2014-2018
Exhibit 10: Business Segmentation of Avaya
Exhibit 11: Cisco Systems: Business Segmentation by Revenue 2013
Exhibit 12: Cisco Systems: Business Segmentation by Revenue 2011-2013 (US$ billion)
Exhibit 13: Cisco Systems: Geographical Segmentation by Revenue 2013
Exhibit 14: Huawei Technologies Ltd: Business Segmentation by Revenue 2013
Exhibit 15: Huawei Technologies Ltd: Business Segmentation by Revenue 2012 and 2013 (US$ million)
Exhibit 16: Huawei Technologies Ltd: Sales by Geography 2013



【掲載企業】

Avaya ,Alcatel-Lucent ,Cisco Systems ,Huawei Technologies ,Aastra ,Altitude,Aspect,Fujitsu ,Genesys,HP ,Interactive Intelligence,NEC ,Noble Systems,Oracle ,ShoreTel,Siemens Enterprise Communications,Toshiba ,Vertical Networks

【資料のキーワード】

コンタクトセンター・ソリューション、オンプレミス型コンタクトセンター、ホスト型コンタクトセンター

【調査方法】

一次資料による調査(業界専門家、ベンダー、代理店、顧客等を対象にしたデプスインタビュー調査など)及び二次資料による調査(Technavio独自のプラットフォーム、産業書籍、企業報告書、ニュース記事、アナリストレポート、貿易協会、政府機関発行データなど)

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