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라틴아메리카의 호스티드 및 클라우드 컨택센터 시장 분석

Analysis of the Hosted and Cloud Contact Center Market in Latin America

리서치사 Frost & Sullivan
발행일 2016년 03월 상품 코드 355144
페이지 정보 영문 74 Pages
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US $ 4,950 ₩ 5,675,000 Web Access (Regional License) help
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라틴아메리카의 호스티드 및 클라우드 컨택센터 시장 분석 Analysis of the Hosted and Cloud Contact Center Market in Latin America
발행일 : 2016년 03월 페이지 정보 : 영문 74 Pages

라틴아메리카의 호스티드/클라우드 컨택센터 서비스 시장 규모·예측·동향에 대해 조사분석했으며, 퍼블릭 클라우드 서비스, 전용 호스티드 솔루션을 포함한 정보를 정리하여 전해드립니다.

제1장 개요

제2장 시장 개요와 정의

  • 조사 범위
  • 조사 방법
  • 지리적 범위
  • 조사 내용
  • 시장 정의
  • 매출 정의
  • 주요 시장 동향
  • 주요 가격 동향

제3장 외부 과제 : 촉진요인과 억제요인 - 종합 시장

  • 시장성장 촉진요인
  • 시장성장 억제요인

제4장 예측과 동향 - 종합 시장

  • 예측의 전제조건
  • 매출 예측
  • 매출 내역 : 지역별
  • 매출 예측 : 부문별 등

제5장 시장 점유율과 경쟁 분석

  • 시장 점유율

제6장 주요 벤더와 서비스 프로바이더의 개요

  • 주요 솔루션의 특징
  • 벤더/애플리케이션 프로바이더의 개요
  • 서비스 프로바이더와 채널
  • 채널/서비스 프로바이더의 개요

제7장 정리

제8장 부록

KSA 16.04.06

In a Complex Economic Scenario, Flexibility and Scalability are Drawing Attention to the Cloud Model

This market analysis research provides market sizing, forecasts and trends for hosted and cloud contact center services. This includes public cloud services as well as dedicated hosted solutions. The base year for the study is 2015. The market segments covered are: hosted IVR, hosted ICR, hosted outbound contact, and hosted agent performance optimization (APO) applications (including analytics, quality monitoring and workforce management). The study also provides product and region market shares for the total market, as well as representative vendor and service provider profiles and recommendations for both end users and service providers.

Table of Contents

1. EXECUTIVE SUMMARY

Executive Summary

  • Executive Summary
  • Market Engineering Measurements

2. MARKET OVERVIEW AND DEFINITIONS

Market Overview and Definitions

  • Research Scope
  • Research Methodology
  • Market Overview-Geographical Coverage
  • Market Overview-Key Questions This Study Will Answer
  • Market Definitions
  • Market Definitions (continued)
  • Revenue Definitions
  • Key Market Trends
  • Key Market Trends (continued)
  • Key Pricing Trends

3. EXTERNAL CHALLENGES: DRIVERS AND RESTRAINTS-TOTAL HOSTED AND CLOUD CONTACT CENTER MARKET

External Challenges: Drivers and Restraints-Total Hosted and Cloud Contact Center Market

  • Market Drivers
  • Drivers Explained
  • Drivers Explained (continued)
  • Drivers Explained (continued)
  • Market Restraints
  • Restraints Explained
  • Restraints Explained (continued)

4. FORECAST AND TRENDS-TOTAL HOSTED AND CLOUD CONTACT CENTER MARKET

Forecast and Trends-Total Hosted and Cloud Contact Center Market

  • Forecast Assumptions
  • Total Hosted and Cloud Contact Center Market-Revenue Forecast
  • Revenue Forecast Discussion
  • Hosted and Cloud Contact Center Revenue Market vs. Total Contact Center Market Revenue
  • 2015 Revenue Split by Region-Latin America
  • 2015 Revenue by Region Discussion
  • Hosted and Cloud Contact Centre Market-Revenue Forecast by Segment
  • Revenue Forecast by Segment Discussion

5. MARKET SHARE AND COMPETITIVE ANALYSIS

Market Share and Competitive Analysis

  • 2015 Revenue Market Share-Latin America
  • 2015 Revenue Market Share-Latin America (continued)

6. REPRESENTATIVE VENDOR AND SERVICE PROVIDER PROFILES

Representative Vendor and Service Provider Profiles

  • Key Solution Features Available in Latin America- Application Providers/Vendors
  • Vendor/Application Provider Profiles
  • Vendor/Application Provider Profiles (continued)
  • Vendor/Application Provider Profiles (continued)
  • Vendor/Application Provider Profiles (continued)
  • Vendor/Application Provider Profiles (continued)
  • Vendor/Application Provider Profiles (continued)
  • Vendor/Application Provider Profiles (continued)
  • Vendor/Application Provider Profiles (continued)
  • Vendor/Application Provider Profiles (continued)
  • Vendor/Application Provider Profiles (continued)
  • Vendor/Application Provider Profiles (continued)
  • Vendor/Application Provider Profiles (continued)
  • Vendor/Application Provider Profiles (continued)
  • Vendor/Application Provider Profiles (continued)
  • Vendor/Application Provider Profiles (continued)
  • Vendor/Application Provider Profiles (continued)
  • Vendor/Application Provider Profiles (continued)
  • Vendor/Application Provider Profiles (continued)
  • Vendor/Application Provider Profiles (continued)
  • Vendor/Application Provider Profiles (continued)
  • Key Solution Features Available in Latin America- Service Provider and Channels
  • Channels/Service Provider Profiles
  • Channels/Service Provider Profiles (continued)
  • Channels/Service Provider Profiles (continued)
  • Channels/Service Provider Profiles (continued)
  • Channels/Service Provider Profiles (continued)

7. THE LAST WORD

The Last Word

  • Recommendations for End Users
  • Recommendations for End Users (continued)
  • The Last Word-Recommendations for Service Providers
  • The Last Word-Predictions
  • Legal Disclaimer

8. APPENDIX

Appendix

  • Market Engineering Methodology
  • Market Engineering Measurements
  • Companies Interviewed
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