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컨택센터용 트랜스포메이션 시장 규모, 점유율, 동향 분석(2020-2027년)

Contact Center Transformation Market Size, Share & Trends Analysis Report By Solution, By Service, By Deployment, By Enterprise Size, By End Use, By Region, And Segment Forecasts, 2020 - 2027

리서치사 Grand View Research, Inc.
발행일 2020년 06월 상품 코드 948059
페이지 정보 영문 160 Pages
가격
US $ 5,950 ₩ 7,013,000 Unprintable PDF (Single User License)
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컨택센터용 트랜스포메이션 시장 규모, 점유율, 동향 분석(2020-2027년) Contact Center Transformation Market Size, Share & Trends Analysis Report By Solution, By Service, By Deployment, By Enterprise Size, By End Use, By Region, And Segment Forecasts, 2020 - 2027
발행일 : 2020년 06월 페이지 정보 : 영문 160 Pages

세계의 컨택센터용 트랜스포메이션 시장 규모는 2027년까지 351억 9000만 달러에 달하며, 예측 기간 중 CAGR로 14.2%의 성장이 예측됩니다. 컨택센터용 트랜스포메이션 솔루션에 의해 에이전트는 서비스 콜을 효과적으로 처리할 뿐만 아니라 제품을 효율적으로 업셀/크로스셀할 수 있습니다.

세계의 컨택센터용 트랜스포메이션 시장에 대해 조사분석했으며, 시장 개요, 부문별 시장 분석, 경쟁 구도, 주요 기업 등에 관한 정보를 정리하여 전해드립니다.

목차

제1장 조사 방법·범위

제2장 개요

제3장 컨택센터용 트랜스포메이션 업계의 전망

  • 시장 세분화와 범위
  • 시장 규모와 성장 전망
  • 컨택센터용 트랜스포메이션 시장 : 밸류체인 분석
    • 벤더 구도
  • 컨택센터용 트랜스포메이션 시장 : 시장 역학
    • 시장 촉진요인 분석
    • 시장이 해결해야 할 과제 분석
  • 보급률과 성장 전망 지도제작
  • 컨택센터용 트랜스포메이션 시장 : Porter의 산업 분석
  • 컨택센터용 트랜스포메이션 시장 : 시장 점유율 분석
  • 컨택센터용 트랜스포메이션 시장 : PESTEL 분석
  • 컨택센터용 트랜스포메이션 시장에 대한 COVID-19의 영향

제4장 컨택센터용 트랜스포메이션 : 솔루션별 전망

  • 컨택센터용 트랜스포메이션 시장 점유율 : 솔루션별
  • 옴니채널 라우팅
  • 실시간 리포팅·애널리틱스
  • 소셜미디어 애널리틱스
  • 비주얼 네트워크 애널리틱스
  • 음성 바이오메트릭스
  • 워크포스 관여
  • 기타

제5장 컨택센터용 트랜스포메이션 : 서비스별 전망

  • 컨택센터용 트랜스포메이션 시장 점유율 : 서비스별
  • 통합·도입
  • 지원·메인터넌스
  • 트레이닝·컨설팅
  • 매니지드 서비스

제6장 컨택센터용 트랜스포메이션 : 도입별 전망

  • 컨택센터용 트랜스포메이션 시장 점유율 : 도입별
  • 호스티드
  • 온프레미스

제7장 컨택센터용 트랜스포메이션 : 기업 규모별 전망

  • 컨택센터용 트랜스포메이션 시장 점유율 : 기업 규모별
  • 대기업
  • 중소기업

제8장 컨택센터용 트랜스포메이션 : 최종 용도별 전망

  • 컨택센터용 트랜스포메이션 시장 점유율 : 최종 용도별
  • BFSI
  • 소비재·소매
  • 정부
  • 의료
  • IT·통신
  • 여행·호스피탈리티
  • 기타

제9장 컨택센터용 트랜스포메이션 : 지역별 전망

  • 컨택센터용 트랜스포메이션 시장 점유율 : 지역별
  • 북미
    • 미국
    • 캐나다
  • 유럽
    • 독일
    • 스페인
    • 영국
  • 아시아태평양
    • 중국
    • 인도
    • 일본
  • 라틴아메리카
    • 브라질
  • 중동·아프리카

제10장 경쟁 구도

  • Aculab
  • AGC Networks Ltd.
  • AT&T Inc.
  • Cisco Systems, Inc.
  • Five9, Inc.
  • Genesys
  • Metaswitch Networks
  • Mitel Networks Corp.
  • RingCentral, Inc.
  • SAP SE
  • Talkdesk, Inc.
KSA 20.07.28

List of Tables

  • TABLE 1 Contact center transformation market - Industry snapshot & key buying criteria, 2016 - 2027
  • TABLE 2 Global contact center transformation market, 2016 - 2027 (USD Million)
  • TABLE 3 Global contact center transformation market, by region, 2016 - 2027 (USD Million)
  • TABLE 4 Global contact center transformation market, by solution, 2016 - 2027 (USD Million)
  • TABLE 5 Global contact center transformation market, by service, 2016 - 2027 (USD Million)
  • TABLE 6 Global contact center transformation market, by deployment, 2016 - 2027 (USD Million)
  • TABLE 7 Global contact center transformation market, by enterprise size, 2016 - 2027 (USD Million)
  • TABLE 8 Global contact center transformation market, by end use, 2016 - 2027 (USD Million)
  • TABLE 9 Vendor landscape
  • TABLE 10 Stages of contact center modernization
  • TABLE 11 Contact center transformation omnichannel routing market, 2016 - 2027 (USD Million)
  • TABLE 12 Contact center transformation omnichannel routing market, by region, 2016 - 2027 (USD Million)
  • TABLE 13 Contact center transformation real time reporting and analytics market, 2016 - 2027 (USD Million)
  • TABLE 14 Contact center transformation real time reporting and analytics market, by region, 2016 - 2027 (USD Million)
  • TABLE 15 Contact center transformation social media analytics market, 2016 - 2027 (USD Million)
  • TABLE 16 Contact center transformation social media analytics market, by region, 2016 - 2027 (USD Million)
  • TABLE 17 Contact center transformation visual network analytics market, 2016 - 2027 (USD Million)
  • TABLE 18 Contact center transformation visual network analytics market, by region, 2016 - 2027 (USD Million)
  • TABLE 19 Contact center transformation voice biometrics market, 2016 - 2027 (USD Million)
  • TABLE 20 Contact center transformation voice biometrics market, by region, 2016 - 2027 (USD Million)
  • TABLE 21 Contact center transformation workforce engagement market, 2016 - 2027 (USD Million)
  • TABLE 22 Contact center transformation workforce engagement market, by region, 2016 - 2027 (USD Million)
  • TABLE 23 Other contact center transformation solutions market, 2016 - 2027 (USD Million)
  • TABLE 24 Other contact center transformation solutions market, by region, 2016 - 2027 (USD Million)
  • TABLE 25 Contact center transformation integration & deployment service market, 2016 - 2027 (USD Million)
  • TABLE 26 Contact center transformation integration & deployment service market, by region, 2016 - 2027 (USD Million)
  • TABLE 27 Contact center transformation support & maintenance service market, 2016 - 2027 (USD Million)
  • TABLE 28 Contact center transformation support & maintenance service market, by region, 2016 - 2027 (USD Million)
  • TABLE 29 Contact center transformation training & consulting service market, 2016 - 2027 (USD Million)
  • TABLE 30 Contact center transformation training & consulting service market, by region, 2016 - 2027 (USD Million)
  • TABLE 31 Contact center transformation managed services market, 2016 - 2027 (USD Million)
  • TABLE 32 Contact center transformation managed services market, by region, 2016 - 2027 (USD Million)
  • TABLE 33 Hosted contact center transformation market, 2016 - 2027 (USD Million)
  • TABLE 34 Hosted contact center transformation market, by region, 2016 - 2027 (USD Million)
  • TABLE 35 On-premise contact center transformation market, 2016 - 2027 (USD Million)
  • TABLE 36 On-premise contact center transformation market, by region, 2016 - 2027 (USD Million)
  • TABLE 37 Contact center transformation market for large enterprises, 2016 - 2027 (USD Million)
  • TABLE 38 Contact center transformation market for large enterprises, by region, 2016 - 2027 (USD Million)
  • TABLE 39 Contact center transformation market for small & medium enterprises, 2016 - 2027 (USD Million)
  • TABLE 40 Contact center transformation market for small & medium enterprises, by region, 2016 - 2027 (USD Million)
  • TABLE 41 Contact center transformation market in BFSI, 2016 - 2027 (USD Million)
  • TABLE 42 Contact center transformation market in BFSI, by region, 2016 - 2027 (USD Million)
  • TABLE 43 Contact center transformation market in consumer goods & retail, 2016 - 2027 (USD Million)
  • TABLE 44 Contact center transformation market in consumer goods & retail, by region, 2016 - 2027 (USD Million)
  • TABLE 45 Contact center transformation market in government, 2016 - 2027 (USD Million)
  • TABLE 46 Contact center transformation market in government, by region, 2016 - 2027 (USD Million)
  • TABLE 47 Contact center transformation market in healthcare, 2016 - 2027 (USD Million)
  • TABLE 48 Contact center transformation market in healthcare, by region, 2016 - 2027 (USD Million)
  • TABLE 49 Contact center transformation market in IT & telecom, 2016 - 2027 (USD Million)
  • TABLE 50 Contact center transformation market in IT & telecom, by region, 2016 - 2027 (USD Million)
  • TABLE 51 Contact center transformation market in travel & hospitality, 2016 - 2027 (USD Million)
  • TABLE 52 Contact center transformation market in travel & hospitality, by region, 2016 - 2027 (USD Million)
  • TABLE 53 Contact center transformation market in other end uses, 2016 - 2027 (USD Million)
  • TABLE 54 Contact center transformation market in other end uses, by region, 2016 - 2027 (USD Million)
  • TABLE 55 North America contact center transformation market, 2016 - 2027 (USD Million)
  • TABLE 56 North America contact center transformation market, by solution, 2016 - 2027 (USD Million)
  • TABLE 57 North America contact center transformation market, by service, 2016 - 2027 (USD Million)
  • TABLE 58 North America contact center transformation market, by deployment, 2016 - 2027 (USD Million)
  • TABLE 59 North America contact center transformation market, by enterprise size, 2016 - 2027 (USD Million)
  • TABLE 60 North America contact center transformation market, by end use, 2016 - 2027 (USD Million)
  • TABLE 61 U.S. contact center transformation market, 2016 - 2027 (USD Million)
  • TABLE 62 U.S. contact center transformation market, by solution, 2016 - 2027 (USD Million)
  • TABLE 63 U.S. contact center transformation market, by service, 2016 - 2027 (USD Million)
  • TABLE 64 U.S. contact center transformation market, by deployment, 2016 - 2027 (USD Million)
  • TABLE 65 U.S. contact center transformation market, by enterprise size, 2016 - 2027 (USD Million)
  • TABLE 66 U.S. contact center transformation market, by end use, 2016 - 2027 (USD Million)
  • TABLE 67 Canada contact center transformation market, 2016 - 2027 (USD Million)
  • TABLE 68 Canada contact center transformation market, by solution, 2016 - 2027 (USD Million)
  • TABLE 69 Canada contact center transformation market, by service, 2016 - 2027 (USD Million)
  • TABLE 70 Canada contact center transformation market, by deployment, 2016 - 2027 (USD Million)
  • TABLE 71 Canada contact center transformation market, by enterprise size, 2016 - 2027 (USD Million)
  • TABLE 72 Canada contact center transformation market, by end use, 2016 - 2027 (USD Million)
  • TABLE 73 Europe contact center transformation market, 2016 - 2027 (USD Million)
  • TABLE 74 Europe contact center transformation market, by solution, 2016 - 2027 (USD Million)
  • TABLE 75 Europe contact center transformation market, by service, 2016 - 2027 (USD Million)
  • TABLE 76 Europe contact center transformation market, by deployment, 2016 - 2027 (USD Million)
  • TABLE 77 Europe contact center transformation market, by enterprise size, 2016 - 2027 (USD Million)
  • TABLE 78 Europe contact center transformation market, by end use, 2016 - 2027 (USD Million)
  • TABLE 79 Germany contact center transformation market, 2016 - 2027 (USD Million)
  • TABLE 80 Germany contact center transformation market, by solution, 2016 - 2027 (USD Million)
  • TABLE 81 Germany contact center transformation market, by service, 2016 - 2027 (USD Million)
  • TABLE 82 Germany contact center transformation market, by deployment, 2016 - 2027 (USD Million)
  • TABLE 83 Germany contact center transformation market, by enterprise size, 2016 - 2027 (USD Million)
  • TABLE 84 Germany contact center transformation market, by end use, 2016 - 2027 (USD Million)
  • TABLE 85 Spain contact center transformation market, 2016 - 2027 (USD Million)
  • TABLE 86 Spain contact center transformation market, by solution, 2016 - 2027 (USD Million)
  • TABLE 87 Spain contact center transformation market, by service, 2016 - 2027 (USD Million)
  • TABLE 88 Spain contact center transformation market, by deployment, 2016 - 2027 (USD Million)
  • TABLE 89 Spain contact center transformation market, by enterprise size, 2016 - 2027 (USD Million)
  • TABLE 90 Spain contact center transformation market, by end use, 2016 - 2027 (USD Million)
  • TABLE 91 U.K. contact center transformation market, 2016 - 2027 (USD Million)
  • TABLE 92 U.K. contact center transformation market, by solution, 2016 - 2027 (USD Million)
  • TABLE 93 U.K. contact center transformation market, by service, 2016 - 2027 (USD Million)
  • TABLE 94 U.K. contact center transformation market, by deployment, 2016 - 2027 (USD Million)
  • TABLE 95 U.K. contact center transformation market, by enterprise size, 2016 - 2027 (USD Million)
  • TABLE 96 U.K. contact center transformation market, by end use, 2016 - 2027 (USD Million)
  • TABLE 97 Asia Pacific contact center transformation market, 2016 - 2027 (USD Million)
  • TABLE 98 Asia Pacific contact center transformation market, by solution, 2016 - 2027 (USD Million)
  • TABLE 99 Asia Pacific contact center transformation market, by service, 2016 - 2027 (USD Million)
  • TABLE 100 Asia Pacific contact center transformation market, by deployment, 2016 - 2027 (USD Million)
  • TABLE 101 Asia Pacific contact center transformation market, by enterprise size, 2016 - 2027 (USD Million)
  • TABLE 102 Asia Pacific contact center transformation market, by end use, 2016 - 2027 (USD Million)
  • TABLE 103 China contact center transformation market, 2016 - 2027 (USD Million)
  • TABLE 104 China contact center transformation market, by solution, 2016 - 2027 (USD Million)
  • TABLE 105 China contact center transformation market, by service, 2016 - 2027 (USD Million)
  • TABLE 106 China contact center transformation market, by deployment, 2016 - 2027 (USD Million)
  • TABLE 107 China contact center transformation market, by enterprise size, 2016 - 2027 (USD Million)
  • TABLE 108 China contact center transformation market, by end use, 2016 - 2027 (USD Million)
  • TABLE 109 India contact center transformation market, 2016 - 2027 (USD Million)
  • TABLE 110 India contact center transformation market, by solution, 2016 - 2027 (USD Million)
  • TABLE 111 India contact center transformation market, by service, 2016 - 2027 (USD Million)
  • TABLE 112 India contact center transformation market, by deployment, 2016 - 2027 (USD Million)
  • TABLE 113 India contact center transformation market, by enterprise size, 2016 - 2027 (USD Million)
  • TABLE 114 India contact center transformation market, by end use, 2016 - 2027 (USD Million)
  • TABLE 115 Japan contact center transformation market, 2016 - 2027 (USD Million)
  • TABLE 116 Japan contact center transformation market, by solution, 2016 - 2027 (USD Million)
  • TABLE 117 Japan contact center transformation market, by service, 2016 - 2027 (USD Million)
  • TABLE 118 Japan contact center transformation market, by deployment, 2016 - 2027 (USD Million)
  • TABLE 119 Japan contact center transformation market, by enterprise size, 2016 - 2027 (USD Million)
  • TABLE 120 Japan contact center transformation market, by end use, 2016 - 2027 (USD Million)
  • TABLE 121 Latin America contact center transformation market, 2016 - 2027 (USD Million)
  • TABLE 122 Latin America contact center transformation market, by solution, 2016 - 2027 (USD Million)
  • TABLE 123 Latin America contact center transformation market, by service, 2016 - 2027 (USD Million)
  • TABLE 124 Latin America contact center transformation market, by deployment, 2016 - 2027 (USD Million)
  • TABLE 125 Latin America contact center transformation market, by enterprise size, 2016 - 2027 (USD Million)
  • TABLE 126 Latin America contact center transformation market, by end use, 2016 - 2027 (USD Million)
  • TABLE 127 Brazil contact center transformation market, 2016 - 2027 (USD Million)
  • TABLE 128 Brazil contact center transformation market, by solution, 2016 - 2027 (USD Million)
  • TABLE 129 Brazil contact center transformation market, by service, 2016 - 2027 (USD Million)
  • TABLE 130 Brazil contact center transformation market, by deployment, 2016 - 2027 (USD Million)
  • TABLE 131 Brazil contact center transformation market, by enterprise size, 2016 - 2027 (USD Million)
  • TABLE 132 Brazil contact center transformation market, by end use, 2016 - 2027 (USD Million)
  • TABLE 133 MEA contact center transformation market, 2016 - 2027 (USD Million)
  • TABLE 134 MEA contact center transformation market, by solution, 2016 - 2027 (USD Million)
  • TABLE 135 MEA contact center transformation market, by service, 2016 - 2027 (USD Million)
  • TABLE 136 MEA contact center transformation market, by deployment, 2016 - 2027 (USD Million)
  • TABLE 137 MEA contact center transformation market, by enterprise size, 2016 - 2027 (USD Million)
  • TABLE 138 MEA contact center transformation market, by end use, 2016 - 2027 (USD Million)

List of Figures

  • FIG. 1 Market segmentation and scope
  • FIG. 2 Global contact center transformation market, 2016 - 2027 (USD Million)
  • FIG. 3 Contact center transformation market - Value chain analysis
  • FIG. 4 Contact center transformation market - Market dynamics
  • FIG. 5 Contact center tramsformation market - Key market driver impact
  • FIG. 6 Customer care channel preference (in 2017)
  • FIG. 7 Contact center transformation market - Key market challenge impact
  • FIG. 8 Key opportunities prioritized
  • FIG. 9 Contact center transformation market - Porter's five forces analysis
  • FIG. 10 Contact center transformation market - Company market share analysis, 2019
  • FIG. 11 Contact center transformation market - PESTEL analysis
  • FIG. 12 Impact of COVID 19 on the contact center transformation market
  • FIG. 13 Contact center transformation market, by solution, 2019
  • FIG. 14 Contact center transformation market, by service, 2019
  • FIG. 15 Contact center transformation market, by deployment, 2019
  • FIG. 16 Contact center transformation market, by enterprise size, 2019
  • FIG. 17 Contact center transformation market, by end use, 2019
  • FIG. 18 Contact center transformation market, by region, 2019
  • FIG. 19 Contact center transformation market - Regional takeaways
  • FIG. 20 North America contact center transformation market - Key takeaways
  • FIG. 21 Europe contact center transformation market - Key takeaways
  • FIG. 22 Asia Pacific contact center transformation market - Key takeaways
  • FIG. 23 Latin America contact center transformation market - Key takeaways
  • FIG. 24 MEA contact center transformation market - Key takeaways

Contact Center Transformation Market Growth & Trends

The global contact center transformation market size is expected to reach USD 35.19 billion by 2027, according to a new report by Grand View Research, Inc., expanding at a CAGR of 14.2% over the forecast period. The contact center transformation solutions are allowing agents to efficiently up-sell and cross-sell products in addition to effectively handling a service call. Businesses are widely deploying intelligent call-routing technology as this technology is helping them in prioritizing calls based on the customer profile and agent skills.

Increasing trend of monitoring business brand on social media channels is expected to fuel the adoption of contact center transformation solutions by businesses. Also, businesses are integrating their operations to support customers over social media channels. This social media channel support offered by businesses is helping customers in their buying decisions.

There is an increasing need to drill out actionable insights from information collected by contact centers. Contact center transformation solutions are helping businesses in propelling sales by offering actionable insights for better customer experience. In addition, these solutions also help businesses in forecasting call volumes and scheduling call-handling skilled agents.

The COVID-19 pandemic is expected to fuel the development of digitally optimized contact center, thereby creating growth opportunities for the market. The contact center transformation solutions are allowing businesses turn insights into actions with real-time and historical reporting and benchmarking tools. Furthermore, these solutions leverage multiple real-time and historical reports to make informed and timely decisions.

Contact Center Transformation Market Report Highlights

  • The omnichannel routing segment is expected to witness significant growth over the forecast period, as this solution helps businesses in automating workflows and delivering fast and personalized services to their customers
  • Managed services offer a wide range of services to contact centers, such as resource engagement, strategic business partnership, and end to end customer engagement. These services are helping business in enhancing their customer experience, thereby accelerating the segment growth
  • Numerous end-use industries are focusing on adopting hosted or cloud-based solutions owing to various benefits it offers, such as faster deployment, improved flexibility, and better scalability
  • The small and medium enterprises segment is expected to emerge as the fastest growing segment. Increasing adoption of cloud-based solutions by small & medium enterprises allow them to integrate their different business tools together to create one efficient platform. This, in turn, is significantly helping small and medium enterprises in improving efficiency and productivity
  • The consumer goods and retail industry is focusing on adopting new business models to address customer needs by offering differentiated user experience. The consumer goods and retail contact centers are offering customers with various convenient ways of communication and providing personalized services, thereby fueling the segment demand
  • The growing number of small and medium enterprises coupled with the technological advancements in Asia Pacific is expected to create growth opportunities for the contact center transformation market in the region

Table of Contents

Chapter 1 Methodology and Scope

  • 1.1 Research Methodology
  • 1.2 Research Scope and Assumptions
  • 1.3 List of Data Sources

Chapter 2 Executive Summary

  • 2.1 Contact Center Transformation Market - Industry Snapshot & Key Buying Criteria, 2016 - 2027
  • 2.2 Global Contact Center Transformation Market, 2016 - 2027
    • 2.2.1 Global contact center transformation market, by region, 2016 - 2027
    • 2.2.2 Global contact center transformation market, by solution, 2016 - 2027
    • 2.2.3 Global contact center transformation market, by service, 2016 - 2027
    • 2.2.4 Global contact center transformation market, by deployment, 2016 - 2027
    • 2.2.5 Global contact center transformation market, by enterprise size, 2016 - 2027
    • 2.2.6 Global contact center transformation market, by end use, 2016 - 2027

Chapter 3 Contact Center Transformation Industry Outlook

  • 3.1 Market Segmentation and Scope
  • 3.2 Market Size and Growth Prospects
  • 3.3 Contact Center Transformation Market - Value Chain Analysis
    • 3.3.1 Vendor landscape
  • 3.4 Contact Center Transformation Market - Market Dynamics
    • 3.4.1 Market driver analysis
      • 3.4.1.1 Increasing demand for the automation of contact center transformation solutions
      • 3.4.1.2 Growth in customer engagement through social media platforms
    • 3.4.2 Market challenge analysis
      • 3.4.2.1 Data privacy and security concerns
  • 3.5 Penetration and Growth Prospect Mapping
  • 3.6 Contact Center Transformation Market - Porter's Five Forces Analysis
  • 3.7 Contact Center Transformation Market - Company Market Share Analysis, 2019
  • 3.8 Contact Center Transformation Market - PESTEL Analysis
  • 3.9 Impact of COVID 19 on the Contact Center Transformation Market

Chapter 4 Contact Center Transformation Solution Outlook

  • 4.1 Contact Center Transformation Market Share By Solution, 2019
  • 4.2 Omnichannel Routing
    • 4.2.1 Contact center transformation omnichannel routing market, 2016 - 2027
  • 4.3 Real Time Reporting and Analytics
    • 4.3.1 Contact center transformation real time reporting and analytics market, 2016 - 2027
  • 4.4 Social Media Analytics
    • 4.4.1 Contact center transformation social media analytics market, 2016 - 2027
  • 4.5 Visual Network Analytics
    • 4.5.1 Contact center transformation visual network analytics market, 2016 - 2027
  • 4.6 Voice Biometrics
    • 4.6.1 Contact center transformation voice biometrics market, 2016 - 2027
  • 4.7 Workforce Engagement
    • 4.7.1 Contact center transformation workforce engagement market, 2016 - 2027
  • 4.8 Others
    • 4.8.1 Other contact center transformation solutions market, 2016 - 2027

Chapter 5 Contact Center Transformation Service Outlook

  • 5.1 Contact Center Transformation Market Share By Service, 2019
  • 5.2 Integration & Deployment
    • 5.2.1 Contact center transformation integration & deployment service market, 2016 - 2027
  • 5.3 Supprt & Maintenance
    • 5.3.1 Contact center transformation support & maintenance service market, 2016 - 2027
  • 5.4 Training & Consulting
    • 5.4.1 Contact center transformation training & consulting service market, 2016 - 2027
  • 5.5 Managed Services
    • 5.5.1 Contact center transformation managed services market, 2016 - 2027

Chapter 6 Contact Center Transformation Deployment Outlook

  • 6.1 Contact Center Transformation Market Share By Deployment, 2019
  • 6.2 Hosted
    • 6.2.1 Hosted contact center transformation market, 2016 - 2027
  • 6.3 On-premise
    • 6.3.1 On-premise contact center transformation market, 2016 - 2027

Chapter 7 Contact Center Transformation Enterprise Size Outlook

  • 7.1 Contact Center Transformation Market Share By Enterprise Size, 2019
  • 7.2 Large Enterprises
    • 7.2.1 Contact center transformation market for large enterprises, 2016 - 2027
  • 7.3 Small & Medium Enterprises
    • 7.3.1 Contact center transformation market for small & medium enterprises, 2016 - 2027

Chapter 8 Contact Center Transformation End Use Outlook

  • 8.1 Contact Center Transformation Market Share By End Use, 2019
  • 8.2 BFSI
    • 8.2.1 Contact center transformation market in BFSI, 2016 - 2027
  • 8.3 Consumer Goods & Retail
    • 8.3.1 Contact center transformation market in consumer goods & retail, 2016 - 2027
  • 8.4 Government
    • 8.4.1 Contact center transformation market in government, 2016 - 2027
  • 8.5 Healthcare
    • 8.5.1 Contact center transformation market in healthcare, 2016 - 2027
  • 8.6 IT & Telecom
    • 8.6.1 Contact center transformation market in IT & telecom, 2016 - 2027
  • 8.7 Travel & Hospitality
    • 8.7.1 Contact center transformation market in travel & hospitality, 2016 - 2027
  • 8.8 Others
    • 8.8.1 Contact center transformation market in other end uses, 2016 - 2027

Chapter 9 Contact Center Transformation Regional Outlook

  • 9.1 Contact Center Transformation Market Share By Region, 2019
  • 9.2 North America
    • 9.2.1 North America contact center transformation market, 2016 - 2027
    • 9.2.2 North America contact center transformation market, by solution, 2016 - 2027
    • 9.2.3 North America contact center transformation market, by service, 2016 - 2027
    • 9.2.4 North America contact center transformation market, by deployment, 2016 - 2027
    • 9.2.5 North America contact center transformation market, by enterprise size, 2016 - 2027
    • 9.2.6 North America contact center transformation market, by end use, 2016 - 2027
    • 9.2.7 U.S.
      • 9.2.7.1 U.S. contact center transformation market, 2016 - 2027
      • 9.2.7.2 U.S. contact center transformation market, by solution, 2016 - 2027
      • 9.2.7.3 U.S. contact center transformation market, by service, 2016 - 2027
      • 9.2.7.4 U.S. contact center transformation market, by deployment, 2016 - 2027
      • 9.2.7.5 U.S. contact center transformation market, by enterprise size, 2016 - 2027
      • 9.2.7.6 U.S. contact center transformation market, by end use, 2016 - 2027
    • 9.2.8 Canada
      • 9.2.8.1 Canada contact center transformation market, 2016 - 2027
      • 9.2.8.2 Canada contact center transformation market, by solution, 2016 - 2027
      • 9.2.8.3 Canada contact center transformation market, by service, 2016 - 2027
      • 9.2.8.4 Canada contact center transformation market, by deployment, 2016 - 2027
      • 9.2.8.5 Canada contact center transformation market, by enterprise size, 2016 - 2027
      • 9.2.8.6 Canada contact center transformation market, by end use, 2016 - 2027
  • 9.3 Europe
    • 9.3.1 Europe contact center transformation market, 2016 - 2027
    • 9.3.2 Europe contact center transformation market, by solution, 2016 - 2027
    • 9.3.3 Europe contact center transformation market, by service, 2016 - 2027
    • 9.3.4 Europe contact center transformation market, by deployment, 2016 - 2027
    • 9.3.5 Europe contact center transformation market, by enterprise size, 2016 - 2027
    • 9.3.6 Europe contact center transformation market, by end use, 2016 - 2027
    • 9.3.7 Germany
      • 9.3.7.1 Germany contact center transformation market, 2016 - 2027
      • 9.3.7.2 Germany contact center transformation market, by solution, 2016 - 2027
      • 9.3.7.3 Germany contact center transformation market, by service, 2016 - 2027
      • 9.3.7.4 Germany contact center transformation market, by deployment, 2016 - 2027
      • 9.3.7.5 Germany contact center transformation market, by enterprise size, 2016 - 2027
      • 9.3.7.6 Germany contact center transformation market, by end use, 2016 - 2027
    • 9.3.8 Spain
      • 9.3.8.1 Spain contact center transformation market, 2016 - 2027
      • 9.3.8.2 Spain contact center transformation market, by solution, 2016 - 2027
      • 9.3.8.3 Spain contact center transformation market, by service, 2016 - 2027
      • 9.3.8.4 Spain contact center transformation market, by deployment, 2016 - 2027
      • 9.3.8.5 Spain contact center transformation market, by enterprise size, 2016 - 2027
      • 9.3.8.6 Spain contact center transformation market, by end use, 2016 - 2027
    • 9.3.9 U.K.
      • 9.3.9.1 U.K. contact center transformation market, 2016 - 2027
      • 9.3.9.2 U.K. contact center transformation market, by solution, 2016 - 2027
      • 9.3.9.3 U.K. contact center transformation market, by service, 2016 - 2027
      • 9.3.9.4 U.K. contact center transformation market, by deployment, 2016 - 2027
      • 9.3.9.5 U.K. contact center transformation market, by enterprise size, 2016 - 2027
      • 9.3.9.6 U.K. contact center transformation market, by end use, 2016 - 2027
  • 9.4 Asia Pacific
    • 9.4.1 Asia Pacific contact center transformation market, 2016 - 2027
    • 9.4.2 Asia Pacific contact center transformation market, by solution, 2016 - 2027
    • 9.4.3 Asia Pacific contact center transformation market, by service, 2016 - 2027
    • 9.4.4 Asia Pacific contact center transformation market, by deployment, 2016 - 2027
    • 9.4.5 Asia Pacific contact center transformation market, by enterprise size, 2016 - 2027
    • 9.4.6 Asia Pacific contact center transformation market, by end use, 2016 - 2027
    • 9.4.7 China
      • 9.4.7.1 China contact center transformation market, 2016 - 2027
      • 9.4.7.2 China contact center transformation market, by solution, 2016 - 2027
      • 9.4.7.3 China contact center transformation market, by service, 2016 - 2027
      • 9.4.7.4 China contact center transformation market, by deployment, 2016 - 2027
      • 9.4.7.5 China contact center transformation market, by enterprise size, 2016 - 2027
      • 9.4.7.6 China contact center transformation market, by end use, 2016 - 2027
    • 9.4.8 India
      • 9.4.8.1 India contact center transformation market, 2016 - 2027
      • 9.4.8.2 India contact center transformation market, by solution, 2016 - 2027
      • 9.4.8.3 India contact center transformation market, by service, 2016 - 2027
      • 9.4.8.4 India contact center transformation market, by deployment, 2016 - 2027
      • 9.4.8.5 India contact center transformation market, by enterprise size, 2016 - 2027
      • 9.4.8.6 India contact center transformation market, by end use, 2016 - 2027
    • 9.4.9 Japan
      • 9.4.9.1 Japan contact center transformation market, 2016 - 2027
      • 9.4.9.2 Japan contact center transformation market, by solution, 2016 - 2027
      • 9.4.9.3 Japan contact center transformation market, by service, 2016 - 2027
      • 9.4.9.4 Japan contact center transformation market, by deployment, 2016 - 2027
      • 9.4.9.5 Japan contact center transformation market, by enterprise size, 2016 - 2027
      • 9.4.9.6 Japan contact center transformation market, by end use, 2016 - 2027
  • 9.5 Latin America
    • 9.5.1 Latin America contact center transformation market, 2016 - 2027
    • 9.5.2 Latin America contact center transformation market, by solution, 2016 - 2027
    • 9.5.3 Latin America contact center transformation market, by service, 2016 - 2027
    • 9.5.4 Latin America contact center transformation market, by deployment, 2016 - 2027
    • 9.5.5 Latin America contact center transformation market, by enterprise size, 2016 - 2027
    • 9.5.6 Latin America contact center transformation market, by end use, 2016 - 2027
    • 9.5.7 Brazil
      • 9.5.7.1 Brazil contact center transformation market, 2016 - 2027
      • 9.5.7.2 Brazil contact center transformation market, by solution, 2016 - 2027
      • 9.5.7.3 Brazil contact center transformation market, by service, 2016 - 2027
      • 9.5.7.4 Brazil contact center transformation market, by deployment, 2016 - 2027
      • 9.5.7.5 Brazil contact center transformation market, by enterprise size, 2016 - 2027
      • 9.5.7.6 Brazil contact center transformation market, by end use, 2016 - 2027
  • 9.6 MEA
    • 9.6.1 MEA contact center transformation market, 2016 - 2027
    • 9.6.2 MEA contact center transformation market, by solution, 2016 - 2027
    • 9.6.3 MEA contact center transformation market, by service, 2016 - 2027
    • 9.6.4 MEA contact center transformation market, by deployment, 2016 - 2027
    • 9.6.5 MEA contact center transformation market, by enterprise size, 2016 - 2027
    • 9.6.6 MEA contact center transformation market, by end use, 2016 - 2027

Chapter 10 Competitive Landscape

  • 10.1 Aculab
    • 10.1.1 Company overview
    • 10.1.2 Product benchmarking
    • 10.1.3 Strategic initiatives
  • 10.2 AGC Networks Ltd.
    • 10.2.1 Company overview
    • 10.2.2 Financial performance
    • 10.2.3 Product benchmarking
    • 10.2.4 Strategic initiatives
  • 10.3 AT&T Inc.
    • 10.3.1 Company overview
    • 10.3.2 Financial performance
    • 10.3.3 Product benchmarking
    • 10.3.4 Strategic initiatives
  • 10.4 Cisco Systems, Inc.
    • 10.4.1 Company overview
    • 10.4.2 Financial performance
    • 10.4.3 Product benchmarking
    • 10.4.4 Strategic initiatives
  • 10.5 Five9, Inc.
    • 10.5.1 Company overview
    • 10.5.2 Financial performance
    • 10.5.3 Product benchmarking
    • 10.5.4 Strategic initiatives
  • 10.6 Genesys
    • 10.6.1 Company overview
    • 10.6.1 Financial performance
    • 10.6.2 Product benchmarking
    • 10.6.3 Strategic initiatives
  • 10.7 Metaswitch Networks
    • 10.7.1 Company overview
    • 10.7.2 Product benchmarking
    • 10.7.3 Strategic initiatives
  • 10.8 Mitel Networks Corp.
    • 10.8.1 Company overview
    • 10.8.2 Financial performance
    • 10.8.3 Product benchmarking
    • 10.8.4 Strategic initiatives
  • 10.9 RingCentral, Inc.
    • 10.9.1 Company overview
    • 10.9.2 Financial performance
    • 10.9.3 Product benchmarking
    • 10.9.4 Strategic initiatives
  • 10.10 SAP SE
    • 10.10.1 Company overview
    • 10.10.2 Financial performance
    • 10.10.3 Product benchmarking
    • 10.10.4 Strategic initiatives
  • 10.11 Talkdesk, Inc.
    • 10.11.1 Company overview
    • 10.11.2 Product benchmarking
    • 10.11.3 Strategic initiatives
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