클라우드 기반 컨택센터용 인프라(CBCCI) 제품 및 시장 분석(2020-2021년)
2020 - 2021 Cloud-Based Contact Center Infrastructure Product and Market Report
상품코드 : 973884
리서치사 : DMG Consulting LLC
발행일 : 2020년 12월
페이지 정보 : 영문
US $ 4,300 ₩ 4,901,000
PDF (Single User License)
US $ 8,600 ₩ 9,803,000
PDF (Site License)
US $ 12,900 ₩ 14,704,000
PDF (Enterprise License)


한글목차

최근 CBCCI(CCaaS(contact-center-as-a-service)라고도 불리는) 시장에 대한 관심이 크게 집중되고 있습니다. 감염 확대 이전부터 컨택센터용 IT 분야에서 CBCCI는 이미 일반적인 흐름이었으나, 감염 확대에 의해 세계의 대형 컨택센터는 클라우드로의 이동을 2-6년 가속했습니다. 이것은 기존의 안정된 컨택센터 테크놀러지 시장으로서는 놀랄 만한 속도입니다.

세계 클라우드 기반 컨택센터용 인프라(CBCCI) 시장의 구조와 동향에 대해 분석했으며, CBCCI의 개요·기본 구성 및 기술적 특징, 최근 신종 코로나바이러스 감염증(COVID-19)의 감염 확대가 CBCCI 업계에 미친 영향, 전체적인 시장 규모의 동향 전망(향후 5년간), 벤더 분류별·기능별·플랫폼별 상세 동향, 요금 체계의 동향, 주요 기업의 개요·사업 상황 등의 정보를 정리하여 전해드립니다.

목차

제1장 개요

제2장 서론

제3장 분석 방법

제4장 CBCCI(클라우드 기반 컨택센터용 인프라)의 기능 : 개요

제5장 경제/업계의 동향

제6장 CBCCI 시장의 최신 상황

제7장 구급용 CBCCI : COVID-19 감염 확대에서 CBCCI의 중요한 역할

제8장 CBCCI 솔루션의 옴니채널 요건

제9장 CBCCI와 WFO(워크포스 최적화) : 본질적인 일체화

제10장 포스트 코로나 시대의 사업 지속(BC)/재해 복구(DR) 계획

제11장 CBCCI의 미래 전망

제12장 시장 활동 분석

제13장 CBCCI 시장의 보급 동향

제14장 CBCCI 시장의 미래 예측

제15장 CBCCI의 경쟁 구도

제16장 기능 분석

제17장 CBCCI 기술적 분석

제18장 실장 분석

제19장 CBCCI 만족도 조사와 분석

제20장 가격

제21장 기업 분석

CBCCI 벤더 디렉토리

KSA 20.12.15
영문 목차

영문목차

The CBCCI (also known as contact-center-as-a-service, CCaaS) market is red-hot. Already one of the fastest-growing IT sectors in the contact center prior to the pandemic, the CBCCI market is seeing rapid growth, driven by companies' pandemic-related needs. Companies worldwide, many of which were planning to transition to a CCaaS solution from their on-premise infrastructure, have accelerated their move to the cloud by anywhere from 2 - 6 years, a remarkable rate for the traditionally staid contact center technology market.

CCaaS Vendors Rise to the Challenge of the COVID Crisis

The COVID-19 pandemic has had a profound impact on economies, businesses and individuals throughout the world. Traditional offices and contact center sites have been shuttered for months. Companies that had CCaaS solutions in place at the outset of the pandemic were better prepared than their on-premise counterparts to move employees out of the office and into the safety of their homes. And many companies and government agencies that were not yet using cloud-based contact center solutions quickly adopted them. Post-pandemic, many enterprises will likely keep some or all of their employees working remotely. Cloud-based solutions such as voice and screen recording, interaction analytics and AQM are well-suited to addressing the needs of the work-at-home business model, and mobile-enabled workforce management (WFM) solutions help keep track of employees and allow agents to adjust their working hours, regardless of where they are located.

Aside from the pandemic, another major trend in the contact center world is the convergence of CBCCI and workforce optimization (WFO) solutions. CBCCI vendors have been selling recording and QM, the core capabilities of WFO solutions, for years, but today CBCCI vendors are increasingly expected to offer their own WFO capabilities in order to be considered industry-leading. Enterprises are also asking their CCaaS vendors to provide a fully integrated administration environment for both the contact center infrastructure and WFO functions, to greatly simplify the management of the solutions, the contact center and agents.

Comprehensive and Authoritative Guide to the CBCCI Sector

The 13th annual edition of DMG Consulting LLC's “Cloud-Based Contact Center Infrastructure Product and Market Report” explores the competitive landscape, market share, projections and adoption rates, and the business, market and technological trends that are driving the rapid growth of this essential segment. The Report also presents the results of a comprehensive customer survey that measures satisfaction with the vendors and their product offerings. This year's Report discusses the impact of the coronavirus pandemic on the short- and long-term future of this increasingly important sector. It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents.

The “2020 - 2021 Cloud-Based Contact Center Infrastructure Product and Market Report” features 9 leading and contending vendors: 8x8, Aspect, Cisco, Edify, Five9, NICE inContact, Puzzel, Twilio and Vonage. The Report thoroughly analyzes the CBCCI vendors, products, functional capabilities, market activity and pricing. It also includes satisfaction survey results for each of the featured vendors. The Report is intended to help contact center, IT and enterprise leaders and managers in companies of all sizes select the right solution, functionality and partner to meet their organization's current and future CCaaS needs.

Report includes:

Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

4. CBCCI Functional Overview

5. Economic and Industry Trends

6. CBCCI Market Innovation

7. CBCCI to the Rescue: The Critical Role of CBCCI in the Pandemic

8. Omni-Channel Requirements for CBCCI Solutions

9. CBCCI and WFO: An Essential Merger

10. BC/DR Plans in a Post COVID World

11. Future Outlook for CBCCI

12. Market Activity Analysis

13. CBCCI Market Adoption

14. CBCCI Market Projections

15. CBCCI Competitive Landscape

16. Functional Analysis

17. CBCCI Technical Analysis

18. Implementation Analysis

19. CBCCI Satisfaction Survey and Analysis

20. Pricing

21. Company Reports

CBCCI Vendor Directory

TABLE OF FIGURES

TABLE OF FIGURES

(주)글로벌인포메이션 02-2025-2992 koreainfo@gii.co.jp
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