한글목차

세계의 컨택센터 솔루션 시장을 조사했으며, 시장의 정의와 개요, 밸류체인, 신종 코로나바이러스 감염증(COVID-19) 및 기타 시장 영향요인 분석, 시장 규모의 추이·예측, 제품·용도·지역/주요 국가 등 각종 부문별 내역, 경쟁 환경, 주요 기업의 개요 등을 정리하여 전해드립니다.

제1장 서문

제2장 가정·조사 방법

제3장 개요

제4장 시장 개요

• 시장의 정의
• 시장 영향요인 분석
  • 예측 요인
  • 에코시스템·밸류체인 분석
  • 시장 역학(성장에 대한 영향요인)
• COVID-19 : 영향 분석
• 컨택센터 솔루션 프로바이더에 의한 도입 전략
• 컨택센터에서 AI의 도입
• 컨택센터와의 인터랙션에 관한 고객 인식
• 사례 연구 : 은행에서의 RPA의 채택
• BPO 기업에 의한 주요 투자
• 디지털 솔루션의 도입률
• 고객 경험에 관련된 기술 투자
• 전략적 투자 시행에서의 과제
• 시장 기회 평가 : 지역별
  • 유형별
  • 최종사용자별
• M&A·확장

제5장 시장 분석·예측

• 매출의 추이·예측

제6장 시장 분석·예측 : 유형별

• 개요
• 기존형 솔루션
• 디지털 솔루션

제7장 시장 분석·예측 : 최종사용자별

• 개요
• BFSI(은행·금융 서비스·보험)
• 소매
• 정부
• 헬스케어
• 제조
• 미디어·엔터테인먼트
• IT·통신
• 여행·호스피탈리티
• 기타(유틸리티·교육)

제8장 시장 분석·예측 : 지역·주요 국가별

• 북미
• 유럽
• 아시아태평양
• 중동·아프리카
• 라틴아메리카

제9장 북미 시장 분석·예측 : 주요 국가별

제10장 유럽 시장 분석·예측 : 주요 국가별

제11장 아시아태평양 시장 분석·예측 : 주요 국가별

제12장 중동·아프리카 시장 분석·예측 : 주요 국가별

제13장 라틴아메리카 시장 분석·예측 : 주요 국가별

제14장 경쟁 구도

• 주요 기업의 경쟁 매트릭스
• 주요 기업의 매출 점유율

제15장 기업 개요

• 8x8, Inc.
• Alcatel-Lucent International
• Avaya, Inc.
• Cisco Systems, Inc.
• Five9, Inc.
• Huawei Technologies Co., Ltd.
• IBM Corporation
• Mitel Networks Corp.
• NICE Ltd.
• Oracle Corporation
• Salesforce.com, Inc.
• SAP SE
• West Corporation
• Zendesk Inc.
• ZTE Corporation

제16장 요점

영문목차

Title:
Contact Center Solution Market (Type: Traditional and Digital; and End User: BFSI, Retail, Government, Healthcare, Manufacturing, Media & Entertainment, Telecom, IT, and Others) - Global Industry Analysis, Size, Share, Growth, Trends, and Forecast, 2020-2030.

Contact Center Solution Market - Scope of the Report

A latest study collated and published by Transparency Market Research (TMR) analyzes the historical and present-day scenario of the global contact center solution market to accurately gauge its potential future development. The study presents detailed information about the important growth factors, restraints, and key trends that are creating the landscape for the future growth of the contact center solution market to identify the opportunistic avenues of the business potential for stakeholders. The report also provides insightful information about how the contact center solution market is expected to progress during the forecast period, 2020-2030.

The report offers intricate dynamics about the different aspects of the contact center solution market that aids companies operating in the market in making strategic development decisions. TMR's study elaborates on the significant changes that are highly anticipated to configure the growth of the contact center solution market during the forecast period. It also includes a key indicator assessment to highlight the growth prospects of the contact center solution market, and estimate statistics related to the market progress in terms of value (US$ Mn).

The study covers a detailed segmentation of the contact center solution market, along with country analysis, key information, and a competitive outlook. The report mentions company profiles of key players that are currently dominating the contact center solution market, wherein various developments, expansions, and winning strategies practiced and executed by leading players have been presented in detail.

Key Questions Answered in TMR's Report on Contact Center Solution Market

The report provides detailed information about the contact center solution market on the basis of comprehensive research on various factors that play a key role in accelerating the growth potential of the market. Information mentioned in the report answers path-breaking questions for companies that are currently functioning in the market and are looking for innovative ways to create a unique benchmark in the contact center solution market, so as to help them make successful strategies and take target-driven decisions.

Which regions will continue to remain the most profitable regional markets for contact center solution market players?

Which factors will induce a change in demand for contact center solution during the assessment period?

How will changing trends impact the contact center solution market?

How will COVID-19 impact the contact center solution market?

How can market players capture low-hanging opportunities in the contact center solution market in developed regions?

Which companies are leading the contact center solution market?

What are the winning strategies of stakeholders in the contact center solution market to upscale their position in this landscape?

What will be the Y-o-Y growth of the contact center solution market between 2020 and 2030?

What are the winning imperatives of market frontrunners in the contact center solution market?

Research Methodology - Contact Center Solution Market

The research methodology adopted by analysts to compile the contact center solution market report is based on detailed primary as well as secondary research. With the help of in-depth insights of the industry-affiliated information that is obtained and legitimated by market-admissible resources, analysts have offered riveting observations and authentic forecasts of the contact center solution market.

During the primary research phase, analysts interviewed industry stakeholders, investors, brand managers, vice presidents, and sales and marketing managers. On the basis of data obtained through the interviews of genuine resources, analysts have emphasized the changing scenario of the contact center solution market.

For secondary research, analysts scrutinized numerous annual report publications, white papers, industry association publications, and company websites to obtain the necessary understanding of the contact center solution market.

Table of Contents

1. Preface

• 1.1. Market Introduction
• 1.2. Market Segmentation
• 1.3. Key Research Objectives

2. Assumptions and Research Methodology

• 2.1. Research Methodology
  • 2.1.1. List of Primary and Secondary Sources
• 2.2. Key Assumptions for Data Modelling

3. Executive Summary - Global Contact Center Solution Market

4. Market Overview

• 4.1. Market Definition
• 4.2. Market Factor Analysis
  • 4.2.1. Forecast Factors
  • 4.2.2. Ecosystem/ Value Chain Analysis
  • 4.2.3. Market Dynamics (Growth Influencers)
    • 4.2.3.1. Drivers
    • 4.2.3.2. Restraints
    • 4.2.3.3. Opportunities
    • 4.2.3.4. Impact Analysis of Drivers and Restraints
• 4.3. COVID-19 Impact Analysis
  • 4.3.1. Impact of COVID-19 on Contact Center Solution
  • 4.3.2. End-user Sentiment Analysis: Comparative Analysis on Spending
    • 4.3.2.1. Increase in Spending
    • 4.3.2.2. Decrease in Spending
  • 4.3.3. End-user Sentiment Analysis: Comparative Analysis on Spending
  • 4.3.4. Short Term and Long Term Impact on the Market
• 4.4. Strategy Adopted by Contact Center Solution Providers
• 4.5. Adoption Analysis of Artificial Intelligence in Contact Centers
• 4.6. Customer Perception Analysis for Interaction with Contact Centers
• 4.7. Case Study:-Adoption of RPA in Banking Industry
• 4.8. Major Investment by BPO Companies
• 4.9. Adoption (%) Analysis of Digital Solution
• 4.10. Investment by Contact Center Companies related to Customer Experience in Technology
• 4.11. Challenges faced by Contact Center Companies in Implementing Strategic Investments
• 4.12. Market Opportunity Assessment - by Region (North America/ Europe/ Asia Pacific/ Middle East & Africa/ Latin America)
  • 4.12.1. By Type
  • 4.12.2. By End-user
• 4.13. Mergers & Acquisitions, Expansions

5. Global Contact Center Solution Market Analysis and Forecast

• 5.1. Market Revenue Analysis (US$ Mn), 2015-2030
  • 5.1.1. Historic Growth Trends, 2015-2019
  • 5.1.2. Forecast Trends, 2020-2030

6. Global Contact Center Solution Market Analysis, by Type

• 6.1. Overview
• 6.2. Key Segment Analysis
• 6.3. Contact Center Solution Market Size (US$ Mn) Forecast, by Type, 2018 - 2030
  • 6.3.1. Traditional
  • 6.3.2. Digital

7. Global Contact Center Solution Market Analysis, by End-user

• 7.1. Overview
• 7.2. Key Segment Analysis
• 7.3. Contact Center Solution Market Size (US$ Mn) Forecast, by End-user, 2018 - 2030
  • 7.3.1. BFSI
  • 7.3.2. Retail
  • 7.3.3. Government
  • 7.3.4. Healthcare
  • 7.3.5. Manufacturing
  • 7.3.6. Media and Entertainment
  • 7.3.7. IT & Telecom
  • 7.3.8. Travel & Hospitality
  • 7.3.9. Others (Utilities, Education)

8. Global Contact Center Solution Market Analysis and Forecast, by Region

• 8.1. Key Findings
• 8.2. Contact Center Solution Market Size (US$ Mn) Forecast, by Region, 2018 - 2030
  • 8.2.1. North America
  • 8.2.2. Europe
  • 8.2.3. Asia Pacific
  • 8.2.4. Middle East & Africa
  • 8.2.5. Latin America

9. North America Contact Center Solution Market Analysis

• 9.1. Regional Outlook
• 9.2. Contact Center Solution Market Size (US$ Mn) Analysis and Forecast (2018 - 2030)
  • 9.2.1. By Type
  • 9.2.2. By End-user
• 9.3. Contact Center Solution Market Size (US$ Mn) Forecast, by Country & Sub-region, 2018 - 2030
  • 9.3.1. U.S.
  • 9.3.2. Canada
  • 9.3.3. Rest of North America
• 9.4. Contact Center Solution Market Size (US$ Mn) Forecast, by End-user, by Country & Sub-region, 2018 - 2030
  • 9.4.1. U.S.
  • 9.4.2. Canada
  • 9.4.3. Rest of North America

10. Europe Contact Center Solution Market Analysis

• 10.1. Regional Outlook
• 10.2. Contact Center Solution Market Size (US$ Mn) Analysis and Forecast (2018 - 2030)
  • 10.2.1. By Type
  • 10.2.2. By End-user
• 10.3. Contact Center Solution Market Size (US$ Mn) Forecast, by Country & Sub-region, 2018 - 2030
  • 10.3.1. Spain
  • 10.3.2. Portugal
  • 10.3.3. Italy
  • 10.3.4. Germany
  • 10.3.5. France
  • 10.3.6. Rest of Europe
• 10.4. Contact Center Solution Market Size (US$ Mn) Forecast, by End-user, by Country & Sub-region, 2018 - 2030
  • 10.4.1. Spain
  • 10.4.2. Portugal
  • 10.4.3. Italy
  • 10.4.4. Germany
  • 10.4.5. France
  • 10.4.6. Rest of Europe

11. Asia Pacific Contact Center Solution Market Analysis

• 11.1. Regional Outlook
• 11.2. Contact Center Solution Market Size (US$ Mn) Analysis and Forecast (2018 - 2030)
  • 11.2.1. By Type
  • 11.2.2. By End-user
• 11.3. Contact Center Solution Market Size (US$ Mn) Forecast, by Country & Sub-region, 2018 - 2030
  • 11.3.1. China
  • 11.3.2. Japan
  • 11.3.3. India
  • 11.3.4. ASEAN
  • 11.3.5. Rest of Asia Pacific
• 11.4. Contact Center Solution Market Size (US$ Mn) Forecast, by End-user, by Country & Sub-region, 2018 - 2030
  • 11.4.1. China
  • 11.4.2. Japan
  • 11.4.3. India
  • 11.4.4. ASEAN
  • 11.4.5. Rest of Asia Pacific

12. Middle East & Africa Contact Center Solution Market Analysis

• 12.1. Regional Outlook
• 12.2. Contact Center Solution Market Size (US$ Mn) Analysis and Forecast (2018 - 2030)
  • 12.2.1. By Type
  • 12.2.2. By End-user
• 12.3. Contact Center Solution Market Size (US$ Mn) Forecast, by Country & Sub-region, 2018 - 2030
  • 12.3.1. United Arab Emirates
  • 12.3.2. South Africa
  • 12.3.3. Rest of MEA
• 12.4. Contact Center Solution Market Size (US$ Mn) Forecast, by End-user, by Country & Sub-region, 2018 - 2030
  • 12.4.1. United Arab Emirates
  • 12.4.2. South Africa
  • 12.4.3. Rest of MEA

13. Latin America Contact Center Solution Market Analysis

• 13.1. Regional Outlook
• 13.2. Contact Center Solution Market Size (US$ Mn) Analysis and Forecast (2018 - 2030)
  • 13.2.1. By Type
  • 13.2.2. By End-user
• 13.3. Contact Center Solution Market Size (US$ Mn) Forecast, by Country & Sub-region, 2018 - 2030
  • 13.3.1. Colombia
  • 13.3.2. Peru
  • 13.3.3. Mexico
  • 13.3.4. Argentina
  • 13.3.5. Brazil
  • 13.3.6. Chile
  • 13.3.7. Rest of Latin America
• 13.4. Contact Center Solution Market Size (US$ Mn) Forecast, by End-user, by Country & Sub-region, 2018 - 2030
  • 13.4.1. Colombia
  • 13.4.2. Peru
  • 13.4.3. Mexico
  • 13.4.4. Argentina
  • 13.4.5. Brazil
  • 13.4.6. Chile
  • 13.4.7. Rest of Latin America

14. Competition Landscape

• 14.1. Market Competition Matrix, by Leading Players
• 14.2. Market Revenue Share Analysis (%), by Leading Players (2019)

15. Company Profiles

• 15.1. 8x8, Inc.
  • 15.1.1. Business Overview
  • 15.1.2. Product Portfolio
  • 15.1.3. Geographical Footprint
  • 15.1.4. Revenue and Strategy
• 15.2. Alcatel-Lucent International
  • 15.2.1. Business Overview
  • 15.2.2. Product Portfolio
  • 15.2.3. Geographical Footprint
  • 15.2.4. Revenue and Strategy
• 15.3. Avaya, Inc.
  • 15.3.1. Business Overview
  • 15.3.2. Product Portfolio
  • 15.3.3. Geographical Footprint
  • 15.3.4. Revenue and Strategy
• 15.4. Cisco Systems, Inc.
  • 15.4.1. Business Overview
  • 15.4.2. Product Portfolio
  • 15.4.3. Geographical Footprint
  • 15.4.4. Revenue and Strategy
• 15.5. Five9, Inc.
  • 15.5.1. Business Overview
  • 15.5.2. Product Portfolio
  • 15.5.3. Geographical Footprint
  • 15.5.4. Revenue and Strategy
• 15.6. Huawei Technologies Co., Ltd.
  • 15.6.1. Business Overview
  • 15.6.2. Product Portfolio
  • 15.6.3. Geographical Footprint
  • 15.6.4. Revenue and Strategy
• 15.7. IBM Corporation
  • 15.7.1. Business Overview
  • 15.7.2. Product Portfolio
  • 15.7.3. Geographical Footprint
  • 15.7.4. Revenue and Strategy
• 15.8. Mitel Networks Corp.
  • 15.8.1. Business Overview
  • 15.8.2. Product Portfolio
  • 15.8.3. Geographical Footprint
  • 15.8.4. Revenue and Strategy
• 15.9. NICE Ltd.
  • 15.9.1. Business Overview
  • 15.9.2. Product Portfolio
  • 15.9.3. Geographical Footprint
  • 15.9.4. Revenue and Strategy
• 15.10. Oracle Corporation
  • 15.10.1. Business Overview
  • 15.10.2. Product Portfolio
  • 15.10.3. Geographical Footprint
  • 15.10.4. Revenue and Strategy
• 15.11. Salesforce.com, Inc.
  • 15.11.1. Business Overview
  • 15.11.2. Product Portfolio
  • 15.11.3. Geographical Footprint
  • 15.11.4. Revenue and Strategy
• 15.12. SAP SE
  • 15.12.1. Business Overview
  • 15.12.2. Product Portfolio
  • 15.12.3. Geographical Footprint
  • 15.12.4. Revenue and Strategy
• 15.13. West Corporation
  • 15.13.1. Business Overview
  • 15.13.2. Product Portfolio
  • 15.13.3. Geographical Footprint
  • 15.13.4. Revenue and Strategy
• 15.14. Zendesk Inc.
  • 15.14.1. Business Overview
  • 15.14.2. Product Portfolio
  • 15.14.3. Geographical Footprint
  • 15.14.4. Revenue and Strategy
• 15.15. ZTE Corporation
  • 15.15.1. Business Overview
  • 15.15.2. Product Portfolio
  • 15.15.3. Geographical Footprint
  • 15.15.4. Revenue and Strategy

16. Key Takeaways