Cloud Based Contact Center Market by Solution, & by Application Worldwide Forecasts and Analysis ( )

Transcription

1 Brochure More information from Cloud Based Contact Center Market by Solution, & by Application Worldwide Forecasts and Analysis ( ) Description: Cloud Based Contact Center Market by Solution (IVR, ACD, CTI, APO, Dialers, Analytics & Reporting), & by Application (Chat Quality Monitoring, Real Time Decision Making, Work Force Optimization) Worldwide Forecasts and Analysis ( ) The cloud based contact center market analysis consists of various types of solution, service, application, vertical, and region. The overall market size is found by adding up the market size of each solution and service such as training, consulting and system integration service and support and maintenance service. In cloud based contact center market, each solution and service is playing an important role in the market. These solution and service support various applications including call routing and queuing, data integration and recording, chat quality monitoring, real time decision making and work force optimization. Vendors in cloud based contact center market provides real time contact center reporting of all activities via the highly customizable, widget-based dashboard. The interactive, tabbed based interface enables supervisors and administrators to easily create, view and share reports anywhere via a browser with all information securely filtered by granular permission profiles to display only relevant information the user is authorized to see. The platform stores data on all call-related and agent-related events for historical reports. The open database schema enables organizations to create custom reports using standard report generation tools. The solutions provided by vendors provide the ability to integrate customer related data with call recordings to monitor agent performance and provide customers with better experience. Due to high competition, companies are seeking out for solutions that are tightly integrated because the cloud provides enterprises with common administration and reporting, quicker upgrades, and tighter integration capabilities. The Analyst module in cloud based contact center platforms suite is a business intelligence environment providing every conceivable measurement of contact center performance for instant ad hoc reporting or standard reports used regularly by contact center managers, all with OLAP operations of slice, dice, drill down, roll-up, and pivot. The report is expected to help the market leaders/new entrants in this market in the following ways: 1. This report segments the market into solutions and services, covering this market comprehensively. The report provides the closest approximations of the revenue numbers for the overall market and the market sub segments. The market numbers are split across the applications, deployment type, verticals, and regions. 2. This report will help them better understand the competition and gain more insights to better position their business. There is a separate section on competitive landscape that includes competitors ecosystem and their roles in the market. Besides, there are company profiles of the top 10 players in this market. In this section, market internals are provided that can put them ahead of the competitors. 3. The report helps them to understand the overall growth of the market. The report provides information and analysis of key market drivers, restraints, challenges, and opportunities. Contents: 1 Introduction 1.1 Objectives of the Study 1.2 Report Description 1.3 Markets Covered 1.4 Stakeholders 2 Research Methodology 2.1 Market Size Estimation

2 2.2 Market Crackdown & Data Triangulation 2.3 Market Share Estimation Key Data Points Taken From Secondary Sources Key Data Points From Primary Sources Key Industry Insights Assumptions 3 Executive Summary 4 Premium Insights 4.1 Attractive Market Opportunity 4.2 Life Cycle Analysis, By Geography 4.3 Best Market to Invest 4.4 Product Growth Matrix 4.5 Region Wise Adoption 5 Market Overview 5.1 Market Definition 5.2 Market Evolution 5.3 Market Segmentation Cloud Based Contact Center Market, By Solution Cloud Based Contact Center Market, By Service Cloud Based Contact Center Market, By Deployment Model Cloud Based Contact Center Market, By Application Cloud Based Contact Center Market, By Vertical Cloud Based Contact Center Market, By Region 5.4 Market Dynamics Drivers Faster Deployment, Increased Scalability and Business Agility Flexible Systems Improved Agent Productivity Restraints Risk of Information Loss Lesscontrol After Outsourcing Opportunities Increased Productivity Efficiency Reduce Upfront and Operating Costs Enhanced Customer Experience Challenges Stringent and Time-Consuming Regulatory Policies Lack of Security 6 Industry Trends 6.1 Value Chain Analysis 6.2 Porter s Five Forces Analysis Threat From New Entrants Threat From Substitutes Bargaining Power of Suppliers Bargaining Power of Buyers Intensity of Competitive Rivalry 7 Cloud Based Contact Center Market, By Type 7.1 Introduction 7.2 Cloud Based Contact Center: Market Size & Forecast By Solution Automatic Call Distribution Agent Performance Optimization Dialers Interactive Voice Response Computer Telephony Integration Software Analytics & Reporting Mobile Care Solution 7.3 Cloud Based Contact Center: Market Size & Forecast By Service Training, Consulting & System Integration

3 7.3.2 Support & Maintenance 8 Cloud Based Contact Center Market, By Deployment Model 8.1 Introduction 8.2 Public Cloud 8.3 Hybrid Cloud 8.4 Private Cloud 9 Cloud Based Contact Center Market, By Application 9.1 Introduction 9.2 Call Routing & Queuing 9.3 Data Integration & Recording 9.4 Chat Quality Monitoring 9.5 Real Time Decision Making 9.6 Work Force Optimization 10 Cloud Based Contact Center Market, By Vertical 10.1 Introduction 10.2 BFSI 10.3 Consumer Goods & Retail 10.4 Government 10.5 Healthcare 10.6 Media & Entertainment 10.7 Travel & Hospitality 10.8 Telecommunication & It 10.9 Transportation & Logistics Others 11 Cloud Based Contact Center Market,By Region 11.1 Introduction 11.2 North America 11.3 Europe 11.4 Asia-Pacific 11.5 Middle East & Africa 11.6 Latin America 12 Competitive Landscape 12.1 Overview 12.2 Mergers & Acquisitions 12.3 Venture Funding 13 Company Profiles 13.1 Introduction clogic Business Overview Products & Services Key Strategy Recent Developments MNM View X8 Inc Business Overview Products & Services Key Strategy Recent Developments MNM View 13.4 Aspect Business Overview Products & Services Key Strategy Recent Developments MNM View 13.5 CISCO Business Overview

4 Products & Services Key Strategy Recent Developments SWOT Analysis MNM View 13.6 Connect First Business Overview Products & Services Key Strategy Recent Developments MNM View 13.7 Five Business Overview Products & Services Key Strategy Recent Developments SWOT Analysis MNM View 13.8 Genesys Telecommunications Laboratories Inc Business Overview Products & Services Key Strategy Recent Developments SWOT Analysis MNM View 13.9 Incontact Business Overview Products & Services Key Strategy Recent Developments MNM View Interactive Intelligence Business Overview Products & Services Key Strategy Recent Developments SWOT Analysis MNM View Oracle Corp Business Overview Products & Services Key Strategy Recent Developments SWOT Analysis MNM View 14 Appendix 14.1 Discussion Guide 14.2 Introducing RT: Real Time Market Intelligence 14.3 Available Customizations 14.4 Related Reports List of Tables (70 Tables) Table 1 Cloud Based Contact Center: Global Market By Region, ($Million) Table 2 Cloud Based Contact Center Market, By Type, ($Million) Table 3 Cloud Based Contact Center Market, By Solution, ($Million) Table 4 Cloud Based Contact Center: ACD By Vertical, ($Million) Table 5 Cloud Based Contact Center: ACD By Region, ($Million) Table 6 Cloud Based Contact Center: APO By Vertical, ($Million) Table 7 Cloud Based Contact Center: APO By Region, ($Million) Table 8 Cloud Based Contact Center: Dialers By Vertical, ($Million)

5 Table 9 Cloud Based Contact Center: Dialers By Region, ($Million) Table 10 Cloud Based Contact Center: IVR By Vertical, ($Million) Table 11 Cloud Based Contact Center: IVR By Region, ($Million) Table 12 Cloud Based Contact Center: CTI By Vertical, ($Million) Table 13 Cloud Based Contact Center: CTI By Region, ($Million) Table 14 Cloud Based Contact Center: Analytics & Reporting By Vertical, ($Million) Table 15 Cloud Based Contact Center: Analytics & Reporting By Region, ($Million) Table 16 Cloud Based Contact Center: Mobile Care Solution, By Vertical, ($Million) Table 17 Cloud Based Contact Center: Mobile Care Solution, By Region, ($Million) Table 18 Cloud Based Contact Center Market, By Service, ($Million) Table 19 Cloud Based Contact Center: Training, Consulting & System Integration Service, By Vertical, ($Million) Table 20 Cloud Based Contact Center: Training, Consulting & System Integration Service, By Region, ($Million) Table 21 Cloud Based Contact Center: Support & Maintenance Service, By Vertical, ($Million) Table 22 Cloud Based Contact Center: Support & Maintenance Service, By Region, ($Million) Table 23 Cloud Based Contact Center Market, By Deployment Model, ($Million) Table 24 Cloud Based Contact Center: Public Cloud By Vertical, ($Million) Table 25 Cloud Based Contact Center: Hybrid Cloud By Vertical, ($Million) Table 26 Cloud Based Contact Center: Private Cloud By Vertical, ($Million) Table 27 Cloud Based Contact Center Market, By Application, ($Million) Table 28 Cloud Based Contact Center Market, By Application, ($Million) Table 29 Cloud Based Contact Center: Call Routing & Queuing By Region, ($Million) Table 30 Cloud Based Contact Center: Data Integration & Recording By Region, ($Million) Table 31 Cloud Based Contact Center: Chat Quality Monitoring By Region, ($Million) Table 32 Cloud Based Contact Center: Real Time Decision Making, By Region, ($Million) Table 33 Cloud Based Contact Center: Work Force Optimization By Region, ($Million) Table 34 Cloud Based Contact Center Market, By Vertical, ($Million) Table 35 Cloud Based Contact Center: BFSI By Region, ($Million) Table 36 Cloud Based Contact Center: BFSI By Application, ($Million) Table 37 Cloud Based Contact Center: Consumer Goods & Retail By Region, ($Million) Table 38 Cloud Based Contact Center: Consumer Goods & Retail By Application, ($Million) Table 39 Cloud Based Contact Center: Government By Region, ($Million) Table 40 Cloud Based Contact Center: Government By Application, ($Million) Table 41 Cloud Based Contact Center: Healthcare By Region, ($Million) Table 42 Cloud Based Contact Center: Healthcare By Application, ($Million) Table 43 Cloud Based Contact Center: Media & Entertainment By Region, ($Million) Table 44 Cloud Based Contact Center: Media & Entertainment By Application, ($Million) Table 45 Cloud Based Contact Center: Travel & Hospitality By Region, ($Million) Table 46 Cloud Based Contact Center: Travel & Hospitality By Application, ($Million) Table 47 Cloud Based Contact Center: Telecommunication & It By Region, ($Million) Table 48 Cloud Based Contact Center: Telecommunication & It By Application, ($Million) Table 49 Cloud Based Contact Center: Transportation & Logistics By Region, ($Million) Table 50 Cloud Based Contact Center: Transportation & Logistics By Application, ($Million) Table 51 Cloud Based Contact Center: Others By Region, ($Million) Table 52 Cloud Based Contact Center: Others By Application, ($Million) Table 53 Cloud Based Contact Center: NA By Solution, ($Million) Table 54 Cloud Based Contact Center: NA By Solution, ($Million) Table 55 Cloud Based Contact Center: NA By Service, ($Million) Table 56 Cloud Based Contact Center: NA By Vertical, ($Million) Table 57 Cloud Based Contact Center: Europe By Solution, ($Million) Table 58 Cloud Based Contact Center: Europe By Service, ($Million) Table 59 Cloud Based Contact Center: Europe By Vertical, ($Million) Table 60 Cloud Based Contact Center: APAC By Solution, ($Million) Table 61 Cloud Based Contact Center: APAC By Service, ($Million) Table 62 Cloud Based Contact Center: APAC By Vertical, ($Million) Table 63 Cloud Based Contact Center: MEA By Solution, ($Million) Table 64 Cloud Based Contact Center: MEA By Service, ($Million) Table 65 Cloud Based Contact Center: MEA By Vertical, ($Million) Table 66 Cloud Based Contact Center: LA By Solution, ($Million) Table 67 Cloud Based Contact Center: LA By Service, ($Million) Table 68 Cloud Based Contact Center: LA By Vertical, ($Million) Table 69 Mergers & Acquisitions,

6 Table 70 Venture Funding, List of Figures (39 Figures) Figure 1 Research Methodology Figure 2 Market Size Estimation Methodology: Bottom-Up Approach Figure 3 Market Size Estimation Methodology: Top-Down Approach Figure 4 Break Down of Primary Interviews: By Company Type, Designation, & Region Figure 5 Regional - Cloud Based Contact Center Market Size, Figure 6 Attractive Market Opportunity in Cloud Based Contact Center Market Figure 7 Life Cycle Analysis: By Region Figure 8 Best Market to Invest: By Region Figure 9 New Revenue Pockets For Market Players Figure 10 North America Commands Over Other Regions Figure 11 Market Evolution Figure 12 Market Segmentation: By Solution Figure 13 Market Segmentation: By Service Figure 14 Market Segmentation: By Deployment Model Figure 15 Market Segmentation: By Application Figure 16 Market Segmentation: By Vertical Figure 17 Market Segmentation: By Region Figure 18 Reference Diagram Figure 19 Value Chain Analysis Cloud Based Contact Center Figure 20 Porter s Five Forces Analysis Cloud Based Contact Center Figure 21 Cloud Based Contact Center Market, By Type, , ($Million, Y-O-Y %) Figure 22 Cloud Based Contact Center Market, By Solution, , ($Million, Y-O-Y %) Figure 23 Cloud Based Contact Center Market, By Service, , ($Million, Y-O-Y %) Figure 24 Cloud Based Contact Center Market, By Deployment Model, , ($Million, Y-O-Y %) Figure 25 Cloud Based Contact Center Market, By Application, , ( Y-O-Y %) Figure 26 Cloud Based Contact Center Market, By End User, , ($Million, Y-O-Y %) Figure 27 Geographic Snapshot (2014) Figure 28 Companies Adopted Product Innovation As the Key Growth Strategy Over the Last Three Years Figure 29 Geographic Revenue Mix of Top 4 Market Players - Reference Figure 30 3clogic: Business Overview Figure 31 8x8 Inc.: Business Overview Figure 32 Aspect: Business Overview Figure 33 CISCO: Business Overview Figure 34 Connect First: Business Overview Figure 35 Five9: Business Overview Figure 36 Genesys Telecommunications Laboratories Inc.: Business Overview Figure 37 Incontact: Business Overview Figure 38 Interactive Intelligence: Business Overview Figure 39 Oracle Corp: Business Overview Ordering: Order Online - Order by Fax - using the form below Order by Post - print the order form below and send to Research and Markets, Guinness Centre, Taylors Lane, Dublin 8, Ireland.

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