세계의 컨택센터 서비스 시장(종류별, 용도별, 지역별) : 동향 분석, 기업별 시장 점유율, 예측(2015-2025년)

※ 본 상품은 영문 자료로 한글과 영문목차에 불일치하는 내용이 있을 경우 영문을 우선합니다. 정확한 검토를 위해 영문목차를 참고해주시기 바랍니다.

세계의 컨택센터 서비스 시장 규모는 2018년에 156억 4,000만 달러, 2025년에는 353억 2,000만 달러로 14.8%의 CAGR로 증가할 것으로 예측됩니다.

세계의 컨택센터 서비스(Contact Center Service) 시장에 대해 분석했으며, 시장의 기본 구조와 성장 촉진·억제요인, 시장 전체 및 종류별·용도별·지역별 동향 전망(과거 5년간·향후 7년간), 시장 전략 동향과 사례, 주요 기업 개요 등을 조사했습니다.

제1장 조사 프레임워크

제2장 조사 방법

제3장 개요

제4장 세계의 컨택센터 서비스 시장 : 산업 분석

• DROC 분석(성장 촉진요인, 성장 억제요인, 기회, 과제)
• 기술 진보
• 규제 체계
• 기업별 시장 점유율(2019년)
• Porter's Five Forces 분석
• 전략 전망

제5장 세계의 컨택센터 서비스 시장 : 개요

• 시장 규모와 예측(2016-2026년)
  • 금액 기준
  • 전개 방식별
  • 기업 규모별
  • 용도별
  • 지역별

제6장 북미의 컨택센터 서비스 시장 : 개요

• 시장 규모와 예측(2016-2026년)
  • 전개 방식별
  • 기업 규모별
  • 용도별
  • 국가별

제7장 유럽의 컨택센터 서비스 시장 : 개요

제8장 아시아태평양의 컨택센터 서비스 시장 : 개요

제9장 유럽의 컨택센터 서비스 시장 : 개요

제10장 중동 및 아프리카의 컨택센터 서비스 시장 : 개요

제11장 기업 개요(기업 개요, 재무 매트릭스, 주요 제품 상황, 기업 임원, 주요 경쟁 기업, 연락처 정보, 전략 전망)

• 3CLogic
• 8x8
• Alcatel-Lucent Enterprise
• Ameyo
• Aspect Software
• Avaya
• BT
• Cisco
• Enghouse Interactive
• Fenero
• Five9
• Genesys
• Huawei
• IBM
• Mitel
• NEC
• NICE
• Oracle
• RingCentral
• SAP
• Solgari
• Topdown
• Unify
• Verizon
• Vocalcom
• West Corporation
• 기타 유력 기업

According to BlueWeave Consulting, the Global Contact Center Service Market is expected to grow at a significant rate during the forecast period. The global contact center software market size was valued at approximately at USD 15.64 billion in the year 2018 and is estimated to reach the valuation of USD 35.32 billion by the year 2025, by growing at a Compound Annual Growth Rate (CAGR) of 14.8% during the forecast period 2019- 2025. The market is growing due to various factors. As per the report, one of the significant drivers for this market is rising reception of cloud-based contact centers. A cloud-based contact center is a product as-a-service (SaaS) that is sent, put away, and accurately intended for cloud arrangements. Endeavors can utilize this administration on membership, where they are charged on a pay-more only as costs arise premise (they are charged by the merchants just for the administration they have benefited). Cloud-based contact focuses are adaptable as they can rapidly adjust to the changing industry needs and can be incorporated with outsider applications through open application programming interface (API) systems.

Further, the report expresses that one of the main considerations preventing the development of this market is the inability to accomplish an ASA. The greatest test looked by inbound and mixed contact focuses is to accomplish a foreordained normal speed of answer (ASA). An ASA is the key execution pointer for cloud-based contact centers, which helps directors in evaluating their group's presentation and the effectiveness of their guests. An ASA incorporates the measure of time a client holds up in the line and time the specialist's telephone is ringing. Be that as it may, it does exclude the time taken for clients to explore through IVR. Contact centers should utilize workforce the board (WFM) answers for a deal with their assets so they can meet the ideal ASA and administration levels. Inferable from the developing client desires for better administrations, this issue is a colossal test for the merchants of contact centers.

The cloud-based section from the type section holds a major share in the Global Contact Center Service Market during the forecast period

Expanded reception of cloud-based contact center services has engaged the business organizations in reinforcing the security of clients' classified data through web security and brought together database. Moreover, cloud-based contact focus administrations give various client purpose of contact, which enable access to the fundamental information from anyplace and whenever over the globe. With the challenge of strengthening throughout the years, it has become essential for associations to keep up steady and predictable associations with their clients and guarantee client reliability. Different organizations are widely receiving contact focus programming to improve consumer loyalty levels and their experience over the request call.

The Asia Pacific region holds a lion's share in the Global Contact Center Service Market during the forecast period

Asia Pacific is anticipated to observe significant development and reach USD 10,487.0 million by the year 2025, attributable to the quick digitization and industrialization activities embraced by the administration in this district. Interest for contact focus programming and administrations in the retail portion is driven by the rising need among associations to guarantee the fulfillment of clients and conquer difficulties engaged with client maintenance forms. Specialized progressions in correspondence and coordinated effort application brings about an expanded interest in preparing and counseling administrations, as experts and clients are required to be prepared to comprehend and get information about new applications.

Global Contact Center Service Market: Competitive Insight

The major players in the Global Contact Center Service Market include prominent names like Teleperformance, Alorica, Convergys, Atento S.A, Sykes Enterprises, Arvato, Serco Group, Acticall (Sitel), Transcom, TeleTech, Concentrix (SYNNEX), HKT Teleservices, Comdata Group, among others.

Table of Contents

1. Research Framework

• 1.1. Research Objective
• 1.2. Product Overview
• 1.3. Market Segmentation

2. Research Methodology

• 2.1. Qualitative Research
  • 2.1.1. Primary & Secondary Sources
• 2.2. Quantitative Research
  • 2.2.1. Primary & Secondary Sources
• 2.3. Breakdown of Primary Research Respondents
  • 2.3.1. Secondary Research
  • 2.3.2. Primary Research
• 2.4. Breakdown of Primary Research Respondents, By Industry Participants
• 2.5. Market Size Estimation
• 2.6. Assumption for the Study
• 2.7. Market Breakdown & Data Triangulation

3. Executive Summary

4. Global Contact Center Service Market - Industry Insights

• 4.1. DROC Analysis
  • 4.1.1. Growth Drivers
  • 4.1.2. Restraints
  • 4.1.3. Opportunities
  • 4.1.4. Challenges
• 4.2. Technological Advancement
• 4.3. Regulatory Framework
• 4.4. Company Market Share Analysis, 2019
• 4.5. Porter's Five Forces Analysis
• 4.6. Strategic Outlook

5. Global Contact Center Service Market Overview

• 5.1. Market Size & Forecast, 2016-2026
  • 5.1.1. By Value (USD Million)
  • 5.1.2. By Deployment Type
    • 5.1.2.1. Cloud
    • 5.1.2.2. On-Premises
  • 5.1.3. By Organization Size
    • 5.1.3.1. Large Enterprises
    • 5.1.3.2. Small and Medium-sized Enterprises (SMEs)
  • 5.1.4. By Application Type
    • 5.1.4.1. Telecommunication
    • 5.1.4.2. BFSI
    • 5.1.4.3. Government and Public Sector
    • 5.1.4.4. Healthcare and Life Sciences
    • 5.1.4.5. Retail and Consumer Goods
    • 5.1.4.6. Others
  • 5.1.5. By Region
    • 5.1.5.1. North America
    • 5.1.5.2. Europe
    • 5.1.5.3. Asia-Pacific
    • 5.1.5.4. Latin America
    • 5.1.5.5. Middle East & Africa

6. North America Contact Center Service Market Overview

• 6.1.1. Market Size & Forecast (USD Million) 2016-2026
• 6.1.2. By Deployment Type
• 6.1.3. By Organization Size
• 6.1.4. By Application
• 6.1.5. By Country
  • 6.1.5.1. United States
  • 6.1.5.2. Canada

7. Europe Contact Center Service Market Overview

• 7.1.1. Market Size & Forecast (USD Million) 2016-2026
• 7.1.2. By Deployment Type
• 7.1.3. By Organization Size
• 7.1.4. By Application
• 7.1.5. By Country
  • 7.1.5.1. United Kingdom
  • 7.1.5.2. Germany
  • 7.1.5.3. France

8. Asia -Pacific Contact Center Service Market Overview

• 8.1.1. Market Size & Forecast (USD Million) 2016-2026
• 8.1.2. By Deployment Type
• 8.1.3. By Organization Size
• 8.1.4. By Application
• 8.1.5. By Country
  • 8.1.5.1. China
  • 8.1.5.2. Japan
  • 8.1.5.3. India
  • 8.1.5.4. South Korea

9. Latin America Contact Center Service Market Overview

• 9.1.1. Market Size & Forecast (USD Million) 2016-2026
• 9.1.2. By Deployment Type
• 9.1.3. By Organization Size
• 9.1.4. By Application
• 9.1.5. By Country
  • 9.1.5.1. Brazil
  • 9.1.5.2. Mexico
  • 9.1.5.3. Rest of Latin America

10.Middle East & Africa Contact Center Service Market Overview

• 10.1.1. Market Size & Forecast (USD Million) 2016-2026
• 10.1.2. By Deployment Type
• 10.1.3. By Organization Size
• 10.1.4. By Application
• 10.1.5. By Country
  • 10.1.5.1. Saudi Arabia
  • 10.1.5.2. UAE
  • 10.1.5.3. South Africa

11.Company Profiles (Company Overview, Financial Matrix, Key Product landscape, Key Personnel, Key Competitors, Contact Address, and Strategic Outlook) *

• 11.1. 3CLogic
• 11.2. 8x8
• 11.3. Alcatel-Lucent Enterprise
• 11.4. Ameyo
• 11.5. Aspect Software
• 11.6. Avaya
• 11.7. BT
• 11.8. Cisco
• 11.9. Enghouse Interactive
• 11.10. Fenero
• 11.11. Five9
• 11.12. Genesys
• 11.13. Huawei
• 11.14. IBM
• 11.15. Mitel
• 11.16. NEC
• 11.17. NICE
• 11.18. Oracle
• 11.19. RingCentral
• 11.20. SAP
• 11.21. Solgari
• 11.22. Topdown
• 11.23. Unify
• 11.24. Verizon
• 11.25. Vocalcom
• 11.26. West Corporation
• 11.27. Other Prominent Players