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) – Worldwide Forecasts and Analysis (2014 – 2019)

世界のクラウド型コンタクトセンター市場:ソリューション、サービス、アプリケーション別分析

◆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) – Worldwide Forecasts and Analysis (2014 – 2019)
◆商品コード:MAM-TC-2662
◆調査・発行会社:MarketsandMarkets
◆発行日:2014年8月
◆ページ数:130
◆レポート形式: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
◆販売価格オプション(消費税別)
Single user(1名使用)USD7,150 ⇒換算¥786,500見積依頼/購入/質問フォーム
Multi User(5名まで使用)USD8,500 ⇒換算¥935,000見積依頼/購入/質問フォーム
Corporate licence(全社内共有可)USD9,650 ⇒換算¥1,061,500見積依頼/購入/質問フォーム
販売価格オプションの説明はこちらでご利用ガイドはこちらでご確認いただけます。
※お支払金額は「換算金額(日本円)+消費税+配送料(Eメール納品は無料)」です。
※Eメールによる納品の場合、通常ご注文当日~2日以内に納品致します。
※商品の納品後、納品日+5日以内に請求書を発行し、お客様宛に郵送いたしますので、請求書発行日より2ヶ月以内に銀行振込にて支払をお願いします。(振込先:三菱東京UFJ銀行/京橋支店/H&Iグローバルリサーチ株式会社)
※上記の日本語題名はH&Iグローバルリサーチが翻訳したものです。英語版原本には日本語表記はありません。
※為替レートは適宜修正・更新しております。リアルタイム更新ではありません。
※ご購入後、レポートに記載の英語表現や単語の意味に関しましては無料でお答えいたします。(但し、対応範囲は弊社で判断)
※弊社H&Iグローバルリサーチ株式会社はMarketsandMarketsの日本における正規販売代理店です。

【レポートの概要】

本調査レポートでは、"世界のクラウド型コンタクトセンター市場:ソリューション、サービス、アプリケーション別分析"について調査・分析し、イントロダクション、エグゼクティブサマリー、プレミアムインサイト、市場概観、市場の成長要因、阻害要因、市場の機会と課題、産業動向、バリューチェーン分析、市場環境分析、市場の動態、ソリューション別分析、サービス別分析、種類別分析、用途別分析、地域別分析、市場規模及び予測、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。

The cloud based contact center market analysis consists of various types of solution, service, application, vertical, and region. The overall market size is found by adding up the market size of each solution and service such as training, consulting and system integration service and support and maintenance service.
In cloud based contact center market, each solution and service is playing an important role in the market. These solution and service support various applications including call routing and queuing, data integration and recording, chat quality monitoring, real time decision making and work force optimization.

Vendors in cloud based contact center market provides real time contact center reporting of all activities via the highly customizable, widget-based dashboard. The interactive, tabbed based interface enables supervisors and administrators to easily create, view and share reports anywhere via a browser with all information securely filtered by granular permission profiles to display only relevant information the user is authorized to see. The platform stores data on all call-related and agent-related events for historical reports. The open database schema enables organizations to create custom reports using standard report generation tools.

The solutions provided by vendors provide an ability to integrate customer related data with call recordings to monitor agent performance and provide customers with better experience. Due to high competition, companies are seeking out for solutions that are tightly integrated because the cloud provides enterprises with common administration and reporting, quicker upgrades, and tighter integration capabilities.

The Analyst module in cloud based contact center platforms suite is a business intelligence environment providing every conceivable measurement of contact center performance for instant ad hoc reporting or standard reports used regularly by contact center managers, all with OLAP operations of slice, dice, drill down, roll-up, and pivot.

The report is expected to help the market leaders/new entrants in this market in the following ways:
1. This report segments the market into solutions and services, covering this market comprehensively. The report provides the closest approximations of the revenue numbers for the overall market and the market sub segments. The market numbers are split across the applications, deployment type, verticals, and regions.
2. This report will help them better understand the competition and gain more insights to better position their business. There is a separate section on competitive landscape that includes competitors’ ecosystem and their roles in the market. Besides, there are company profiles of the top 10 players in this market. In this section, market internals are provided that can put them ahead of the competitors.
3. The report helps them to understand the overall growth of the market. The report provides information and analysis of key market drivers, restraints, challenges, and opportunities.

【レポートの目次】

TABLE OF CONTENTS

1 INTRODUCTION 13
1.1 OBJECTIVES OF THE STUDY 13
1.2 REPORT DESCRIPTION 13
1.3 MARKETS COVERED 14
1.4 STAKEHOLDERS 15

2 RESEARCH METHODOLOGY 16
2.1 MARKET SIZE ESTIMATION 17
2.2 MARKET CRACKDOWN & DATA TRIANGULATION 20
2.3 MARKET SHARE ESTIMATION 20
2.3.1 KEY DATA POINTS TAKEN FROM SECONDARY SOURCES 20
2.3.2 KEY DATA POINTS FROM PRIMARY SOURCES 21
2.3.2.1 Key Industry Insights 21
2.3.3 ASSUMPTIONS 22

3 EXECUTIVE SUMMARY 23

4 PREMIUM INSIGHTS 25
4.1 ATTRACTIVE MARKET OPPORTUNITY 25
4.2 LIFE CYCLE ANALYSIS BY GEOGRAPHY 26
4.2.1 BEST MARKET TO INVEST 27
4.3 PRODUCT GROWTH MATRIX 28
4.4 REGION WISE ADOPTION 29

5 MARKET OVERVIEW 30
5.1 MARKET DEFINITION 31
5.2 MARKET EVOLUTION 31
5.3 MARKET SEGMENTATION 32
5.3.1 CLOUD-BASED CONTACT CENTER MARKET BY SOLUTION 32
5.3.2 CLOUD-BASED CONTACT CENTER MARKET BY SERVICE 33
5.3.3 CLOUD-BASED CONTACT CENTER MARKET BY DEPLOYMENT MODEL 33
5.3.4 CLOUD-BASED CONTACT CENTER MARKET BY APPLICATION 34
5.3.5 CLOUD-BASED CONTACT CENTER MARKET BY VERTICAL 34
5.3.6 CLOUD-BASED CONTACT CENTER MARKET BY REGION 35
5.4 MARKET DYNAMICS 35
5.4.1 DRIVERS 36
5.4.1.1 Faster deployment, increased scalability and business agility 36
5.4.1.2 Flexible systems 36
5.4.1.3 Improved agent productivity 37
5.4.2 RESTRAINTS 37
5.4.2.1 Risk of information loss 37
5.4.2.2 Less control after outsourcing 37
5.4.3 OPPORTUNITIES 37
5.4.3.1 Increased productivity efficiency 37
5.4.3.2 Reduce upfront and operating costs 37
5.4.3.3 Enhanced customer experience 37
5.4.4 CHALLENGES 38
5.4.4.1 Stringent and time-consuming regulatory policies 38
5.4.4.2 Lack of security 38

6 INDUSTRY TRENDS 39
6.1 VALUE CHAIN ANALYSIS 39
6.2 PORTER’S FIVE FORCES ANALYSIS 40
6.2.1 THREAT FROM NEW ENTRANTS 40
6.2.2 THREAT FROM SUBSTITUTES 40
6.2.3 BARGAINING POWER OF SUPPLIERS 41
6.2.4 BARGAINING POWER OF BUYERS 41
6.2.5 INTENSITY OF COMPETITIVE RIVALRY 41
6.3 STRATEGIC BENCHMARKING 42

7 CLOUD-BASED CONTACT CENTER MARKET BY TYPE 43
7.1 INTRODUCTION 44
7.2 CLOUD-BASED CONTACT CENTER: MARKET SIZE & FORECAST BY SOLUTION 45
7.2.1 AUTOMATIC CALL DISTRIBUTION 47
7.2.2 AGENT PERFORMANCE OPTIMIZATION 48
7.2.3 DIALERS 49
7.2.4 INTERACTIVE VOICE RESPONSE 50
7.2.5 COMPUTER TELEPHONY INTEGRATION SOFTWARE 51
7.2.6 ANALYTICS & REPORTING 52
7.2.7 MOBILE CARE SOLUTION 53
7.3 CLOUD-BASED CONTACT CENTER: MARKET SIZE & FORECAST BY SERVICE 54
7.3.1 TRAINING, CONSULTING, & SYSTEM INTEGRATION 56
7.3.2 SUPPORT & MAINTENANCE 57

8 CLOUD-BASED CONTACT CENTER MARKET BY DEPLOYMENT MODEL 59
8.1 INTRODUCTION 60
8.2 PUBLIC CLOUD 61
8.3 HYBRID CLOUD 62
8.4 PRIVATE CLOUD 63

9 CLOUD-BASED CONTACT CENTER MARKET BY APPLICATION 64
9.1 INTRODUCTION 65
9.2 CALL ROUTING & QUEUING 67
9.3 DATA INTEGRATION & RECORDING 67
9.4 CHAT QUALITY MONITORING 68
9.5 REAL-TIME DECISION MAKING 69
9.6 WORK FORCE OPTIMIZATION 69

10 CLOUD-BASED CONTACT CENTER MARKET BY VERTICAL 71
10.1 INTRODUCTION 72
10.2 BFSI 73
10.3 CONSUMER GOODS & RETAIL 74
10.4 GOVERNMENT 75
10.5 HEALTHCARE 76
10.6 MEDIA & ENTERTAINMENT 77
10.7 TRAVEL & HOSPITALITY 78
10.8 TELECOMMUNICATION & IT 79
10.9 TRANSPORTATION & LOGISTICS 80
10.10 OTHERS 81

11 CLOUD-BASED CONTACT CENTER MARKET BY REGION 83
11.1 INTRODUCTION 84
11.2 NORTH AMERICA 85
11.3 EUROPE 86
11.4 ASIA -PACIFIC 88
11.5 MIDDLE EAST AND AFRICA 89
11.6 LATIN AMERICA 91

12 END-USER ANALYSIS 93
12.1 HIGH ADOPTION BY LARGE ENTERPRISES 93
12.2 DEMAND FOR CLOUD-BASED CONTACT CENTER ACROSS VERTICALS 93
12.2.1 BFSI 93
12.2.2 TELECOMMUNICATION AND IT 93
12.3 CONTACT CENTER DATA TRAFFIC 93

13 COMPETITIVE LANDSCAPE 94
13.1 OVERVIEW 94
13.2 MERGERS & ACQUISITIONS (M&A) 95
13.3 VENTURE FUNDING 96

14 COMPANY PROFILES 98
14.1 INTRODUCTION 98
14.2 3CLOGIC 99
14.3 8X8 INC. 101
14.4 ASPECT 103
14.5 CISCO 105
14.6 CONNECT FIRST 107
14.7 FIVE9 109
14.8 GENESYS TELECOMMUNICATIONS LABORATORIES INC. 111
14.9 INCONTACT, INC. 114
14.10 INTERACTIVE INTELLIGENCE GROUP, INC. 116
14.11 ORACLE CORP. 119

15 APPENDIX 122
15.1 DISCUSSION GUIDE 122
15.2 INTRODUCING RT: REAL-TIME MARKET INTELLIGENCE 126
15.3 AVAILABLE CUSTOMIZATIONS 128
15.4 RELATED REPORTS 128

LIST OF TABLES

TABLE 1 CLOUD-BASED CONTACT CENTER: GLOBAL MARKET BY REGION,
2014–2019 ($MILLION) 23
TABLE 2 CLOUD-BASED CONTACT CENTER MARKET, BY TYPE, 2014–2019 ($MILLION) 44
TABLE 3 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2014–2019 ($MILLION) 45
TABLE 4 CLOUD-BASED CONTACT CENTER: ACD, BY VERTICAL, 2014–2019 ($MILLION) 47
TABLE 5 CLOUD-BASED CONTACT CENTER: ACD, BY REGION, 2014–2019 ($MILLION) 47
TABLE 6 CLOUD-BASED CONTACT CENTER: APO, BY VERTICAL, 2014–2019 ($MILLION) 48
TABLE 7 CLOUD-BASED CONTACT CENTER: APO, BY REGION, 2014–2019 ($MILLION) 48
TABLE 8 CLOUD-BASED CONTACT CENTER: DIALERS, BY VERTICAL, 2014–2019 ($MILLION) 49
TABLE 9 CLOUD-BASED CONTACT CENTER: DIALERS, BY REGION, 2014–2019 ($MILLION) 49
TABLE 10 CLOUD-BASED CONTACT CENTER: IVR, BY VERTICAL, 2014–2019 ($MILLION) 50
TABLE 11 CLOUD-BASED CONTACT CENTER: IVR, BY REGION, 2014–2019 ($MILLION) 50
TABLE 12 CLOUD-BASED CONTACT CENTER: CTI, BY VERTICAL, 2014–2019 ($MILLION) 51
TABLE 13 CLOUD-BASED CONTACT CENTER: CTI, BY REGION, 2014–2019 ($MILLION) 51
TABLE 14 CLOUD-BASED CONTACT CENTER: ANALYTICS & REPORTING BY VERTICAL,
2014–2019 ($MILLION) 52
TABLE 15 CLOUD-BASED CONTACT CENTER: ANALYTICS & REPORTING BY REGION,
2014–2019 ($MILLION) 52
TABLE 16 CLOUD-BASED CONTACT CENTER: MOBILE CARE SOLUTION BY VERTICAL,
2014–2019 ($MILLION) 53
TABLE 17 CLOUD-BASED CONTACT CENTER: MOBILE CARE SOLUTION BY REGION,
2014–2019 ($MILLION) 54
TABLE 18 CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2014–2019 ($MILLION) 54
TABLE 19 CLOUD-BASED CONTACT CENTER: TRAINING, CONSULTING, & SYSTEM INTEGRATION SERVICE, BY VERTICAL, 2014–2019 ($MILLION) 56
TABLE 20 CLOUD-BASED CONTACT CENTER: TRAINING, CONSULTING, & SYSTEM INTEGRATION SERVICE, BY REGION, 2014–2019 ($MILLION) 56
TABLE 21 CLOUD-BASED CONTACT CENTER: SUPPORT & MAINTENANCE SERVICE,
BY VERTICAL, 2014–2019 ($MILLION) 57
TABLE 22 CLOUD-BASED CONTACT CENTER: SUPPORT & MAINTENANCE SERVICE,
BY REGION, 2014–2019 ($MILLION) 58
TABLE 23 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODEL,
2014–2019 ($MILLION) 60
TABLE 24 CLOUD-BASED CONTACT CENTER: PUBLIC CLOUD BY VERTICAL,
2014–2019 ($MILLION) 61
TABLE 25 CLOUD-BASED CONTACT CENTER: HYBRID CLOUD BY VERTICAL,
2014–2019 ($MILLION) 62
TABLE 26 CLOUD-BASED CONTACT CENTER: PRIVATE CLOUD BY VERTICAL,
2014–2019 ($MILLION) 63
TABLE 27 CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION,
2014–2019 ($MILLION) 65
TABLE 28 CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2014–2019 (Y-0-Y %) 65
TABLE 29 CLOUD-BASED CONTACT CENTER: CALL ROUTING & QUEUING BY REGION,
2014–2019 ($MILLION) 67
TABLE 30 CLOUD-BASED CONTACT CENTER: DATA INTEGRATION & RECORDING BY REGION, 2014–2019 ($MILLION) 68
TABLE 31 CLOUD-BASED CONTACT CENTER: CHAT QUALITY MONITORING BY REGION,
2014–2019 ($MILLION) 68
TABLE 32 CLOUD-BASED CONTACT CENTER: REAL-TIME DECISION MAKING, BY REGION, 2014–2019 ($MILLION) 69
TABLE 33 CLOUD-BASED CONTACT CENTER: WORK FORCE OPTIMIZATION BY REGION,
2014–2019 ($MILLION) 70
TABLE 34 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2014–2019 ($MILLION) 72
TABLE 35 CLOUD-BASED CONTACT CENTER: BFSI BY REGION, 2014–2019 ($MILLION) 73
TABLE 36 CLOUD-BASED CONTACT CENTER: BFSI BY APPLICATION, 2014–2019 ($MILLION) 74
TABLE 37 CLOUD-BASED CONTACT CENTER: CONSUMER GOODS & RETAIL BY REGION, 2014–2019 ($MILLION) 74
TABLE 38 CLOUD-BASED CONTACT CENTER: CONSUMER GOODS & RETAIL BY APPLICATION, 2014–2019 ($MILLION) 75
TABLE 39 CLOUD-BASED CONTACT CENTER: GOVERNMENT BY REGION,
2014–2019 ($MILLION) 75
TABLE 40 CLOUD-BASED CONTACT CENTER: GOVERNMENT BY APPLICATION,
2014–2019 ($MILLION) 76
TABLE 41 CLOUD-BASED CONTACT CENTER: HEALTHCARE BY REGION,
2014–2019 ($MILLION) 76
TABLE 42 CLOUD-BASED CONTACT CENTER: HEALTHCARE BY APPLICATION,
2014–2019 ($MILLION) 77
TABLE 43 CLOUD-BASED CONTACT CENTER: MEDIA & ENTERTAINMENT BY REGION,
2014–2019 ($MILLION) 77
TABLE 44 CLOUD-BASED CONTACT CENTER: MEDIA & ENTERTAINMENT BY APPLICATION, 2014–2019 ($MILLION) 78
TABLE 45 CLOUD-BASED CONTACT CENTER: TRAVEL & HOSPITALITY BY REGION,
2014–2019 ($MILLION) 78
TABLE 46 CLOUD-BASED CONTACT CENTER: TRAVEL & HOSPITALITY BY APPLICATION,
2014–2019 ($MILLION) 79
TABLE 47 CLOUD-BASED CONTACT CENTER: TELECOMMUNICATION & IT BY REGION,
2014–2019 ($MILLION) 79
TABLE 48 CLOUD-BASED CONTACT CENTER: TELECOMMUNICATION & IT BY APPLICATION, 2014–2019 ($MILLION) 80
TABLE 49 CLOUD-BASED CONTACT CENTER: TRANSPORTATION & LOGISTICS BY REGION, 2014–2019 ($MILLION) 80
TABLE 50 CLOUD-BASED CONTACT CENTER: TRANSPORTATION & LOGISTICS
BY APPLICATION, 2014–2019 ($MILLION) 81
TABLE 51 CLOUD-BASED CONTACT CENTER: OTHERS BY REGION, 2014–2019 ($MILLION) 81
TABLE 52 CLOUD-BASED CONTACT CENTER: OTHERS BY APPLICATION,
2014–2019 ($MILLION) 82
TABLE 53 CLOUD-BASED CONTACT CENTER: BY REGION, 2014–2019 ($MILLION) 84
TABLE 54 CLOUD-BASED CONTACT CENTER: NA BY SOLUTION, 2014–2019 ($MILLION) 85
TABLE 55 CLOUD-BASED CONTACT CENTER: NA BY SERVICE, 2014–2019 ($MILLION) 86
TABLE 56 CLOUD-BASED CONTACT CENTER: NA BY VERTICAL, 2014–2019 ($MILLION) 86
TABLE 57 CLOUD-BASED CONTACT CENTER: EUROPE BY SOLUTION, 2014–2019 ($MILLION) 87
TABLE 58 CLOUD-BASED CONTACT CENTER: EUROPE BY SERVICE, 2014–2019 ($MILLION) 87
TABLE 59 CLOUD-BASED CONTACT CENTER: EUROPE BY VERTICAL, 2014–2019 ($MILLION) 87
TABLE 60 CLOUD-BASED CONTACT CENTER: APAC BY SOLUTION, 2014–2019 ($MILLION) 88
TABLE 61 CLOUD-BASED CONTACT CENTER: APAC BY SERVICE, 2014–2019 ($MILLION) 88
TABLE 62 CLOUD-BASED CONTACT CENTER: APAC BY VERTICAL, 2014–2019 ($MILLION) 89
TABLE 63 CLOUD-BASED CONTACT CENTER: MEA BY SOLUTION, 2014–2019 ($MILLION) 89
TABLE 64 CLOUD-BASED CONTACT CENTER: MEA BY SERVICE, 2014–2019 ($MILLION) 90
TABLE 65 CLOUD-BASED CONTACT CENTER: MEA BY VERTICAL, 2014–2019 ($MILLION) 90
TABLE 66 CLOUD-BASED CONTACT CENTER: LA BY SOLUTION, 2014–2019 ($MILLION) 91
TABLE 67 CLOUD-BASED CONTACT CENTER: LA BY SERVICE, 2014–2019 ($MILLION) 91
TABLE 68 CLOUD-BASED CONTACT CENTER: LA BY VERTICAL, 2014–2019 ($MILLION) 92
TABLE 69 MERGERS & ACQUISITIONS, 2011–2014 95
TABLE 70 VENTURE FUNDING, 2011–2014 96

LIST OF FIGURES

FIGURE 1 CLOUD-BASED CONTACT CENTER MARKET: RESEARCH METHODOLOGY 16
FIGURE 2 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH 18
FIGURE 3 MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH 18
FIGURE 4 BREAK DOWN OF PRIMARY INTERVIEWS: BY COMPANY TYPE, DESIGNATION,
& REGION 19
FIGURE 5 REGIONAL CLOUD-BASED CONTACT CENTER MARKET SIZE, 2014-2019 24
FIGURE 6 ATTRACTIVE MARKET OPPORTUNITY IN CLOUD-BASED CONTACT CENTER MARKET 25
FIGURE 7 LIFE CYCLE ANALYSIS, BY REGION 26
FIGURE 8 BEST MARKET TO INVEST, BY REGION 27
FIGURE 9 NEW REVENUE POCKETS FOR MARKET PLAYERS 28
FIGURE 10 NORTH AMERICA COMMANDS OVER OTHER REGIONS 29
FIGURE 11 MARKET EVOLUTION 32
FIGURE 12 MARKET SEGMENTATION, BY SOLUTION 32
FIGURE 13 MARKET SEGMENTATION, BY SERVICE 33
FIGURE 14 MARKET SEGMENTATION, BY DEPLOYMENT MODEL 33
FIGURE 15 MARKET SEGMENTATION, BY APPLICATION 34
FIGURE 16 MARKET SEGMENTATION, BY VERTICAL 34
FIGURE 17 MARKET SEGMENTATION: BY REGION 35
FIGURE 18 IMPACT ANALYSIS 36
FIGURE 19 VALUE CHAIN ANALYSIS: CLOUD-BASED CONTACT CENTER 39
FIGURE 20 PORTER’S FIVE FORCES ANALYSIS: CLOUD-BASED CONTACT CENTER 40
FIGURE 21 CLOUD-BASED CONTACT CENTER MARKET, BY TYPE,
2014-2019, ($MILLION, Y-O-Y %) 44
FIGURE 22 INTERACTIVE VOICE RESPONSE SOLUTION HAS THE HIGHEST MARKET SHARE FOR 2014 AND 2019 46
FIGURE 23 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2014-2019,
($MILLION, Y-O-Y %) 46
FIGURE 24 TRAINING, CONSULTING & SYSTEM INTEGRATION SERVICES MARKET HAS A HIGH GROWTH IN THE COMING FUTURE 55
FIGURE 25 CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2014-2019,
($MILLION, Y-O-Y %) 55
FIGURE 26 PRIVATE AND HYBRID DEPLOYMENT MODELS WILL HAVE A HIGH ADOPTION IN
THE COMING YEARS DUE TO SECURITY AND COMPLIANCE CONCERNS 60
FIGURE 27 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODEL,
2014-2019 ($MILLION, Y-O-Y %) 61
FIGURE 28 WORK FORCE OPTIMIZATION AND REAL TIME DECISION MAKING ARE THE FASTEST GROWING APPLICATIONS 66
FIGURE 29 CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION,
2014–2019, ($MILLION, Y-O-Y %) 66
FIGURE 30 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL,
2014-2019, ($MILLION, Y-O-Y %) 73
FIGURE 31 LATIN AMERICA HAS THE HIGHEST MARKET GROWTH RATE (CAGR) COMING FROM 2014 TO 2019 84
FIGURE 32 GEOGRAPHIC SNAPSHOT 85
FIGURE 33 COMPANIES ADOPTED PRODUCT INNOVATION AS THE KEY GROWTH STRATEGY OVER THE LAST THREE YEARS 94
FIGURE 34 GEOGRAPHIC REVENUE MIX OF TOP 4 MARKET PLAYERS: REFERENCE 98
FIGURE 35 3CLOGIC: BUSINESS OVERVIEW 99
FIGURE 36 8X8 INC.: BUSINESS OVERVIEW 101
FIGURE 37 ASPECT: BUSINESS OVERVIEW 103
FIGURE 38 CISCO: BUSINESS OVERVIEW 105
FIGURE 39 SWOT ANALYSIS 106
FIGURE 40 CONNECT FIRST: BUSINESS OVERVIEW 107
FIGURE 41 FIVE9: BUSINESS OVERVIEW 109
FIGURE 42 SWOT ANALYSIS 110
FIGURE 43 GENESYS TELECOMMUNICATIONS LABORATORIES INC.: BUSINESS OVERVIEW 111
FIGURE 44 SWOT ANALYSIS 113
FIGURE 45 INCONTACT: BUSINESS OVERVIEW 114
FIGURE 46 INTERACTIVE INTELLIGENCE: BUSINESS OVERVIEW 116
FIGURE 47 SWOT ANALYSIS 118
FIGURE 48 ORACLE CORP: BUSINESS OVERVIEW 119
FIGURE 49 SWOT ANALYSIS 120

【レポートのキーワード】

クラウド型コンタクトセンター、ソリューション、サービス、アプリケーション

★調査レポート[世界のクラウド型コンタクトセンター市場:ソリューション、サービス、アプリケーション別分析] ( 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) – Worldwide Forecasts and Analysis (2014 – 2019) / MAM-TC-2662) 販売に関する免責事項
[世界のクラウド型コンタクトセンター市場:ソリューション、サービス、アプリケーション別分析] ( 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) – Worldwide Forecasts and Analysis (2014 – 2019) / MAM-TC-2662) についてEメールでお問い合わせ


◆H&Iグローバルリサーチ株式会社のお客様(例)◆