Contact Center Global Market Top Key Players – Alcatel-Lucent, Avaya, Cisco Systems, Huawei Technologies - Analysis and Forecast to 2021

Contact Center Market 2017

Business enterprises worldwide have become increasingly dependent on various technologies and the Internet to run their business and drive revenue growth. This trend is expected to intensify, which indicates that the role of IT has become vital and directly contributes to the organization’s agenda.

Contact center is s facility used to manage clients or customers contact via email, telephone, web chat, and social media. Contact centers have experienced an irretrievable evolution over the last decade. Many business enterprises have several contact centers to manage customer interaction. It could be an in-house team or outsourced to a third party assistance. It offers different services such as support or help desk, customer service, and sales and marketing. In spite of ample public criticism many contact centers are outsourced and offshored. They aid enterprises by providing better customer experience, productivity, valuable business intelligence to concentrate on their core competencies, reduced time-to-market, access to fresh talent and experience along with the latest technologies, and help build an organization with an economical cost structure in the long run. It is responsible for managing priorities and reporting on all the email, voice, web chat, text and social messaging in the same way.

Contact centers act as a central point in an enterprise from where all customer contacts are managed. They play a prominent role within an enterprise's broad customer management strategies. Currently, contact centers are adopting new technologies to become multichannel operations. This results in a coherent customer experience and enables customer expectations to be met with an advanced level of interaction.

The analysts forecast the global contact center market to grow at a CAGR of 9.26% over the period 2015-2019.

Covered in this report
The report covers the current scenario and the growth prospects of the global contact center market for 2015-2019. To calculate the market size, the report considers revenue generated from on-premise and hosted contact center deployments.

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The market is divided into the following segments based on solutions:
• Inbound systems
• Interactive voice response (IVR)
• Quality management (QM)
• Analytics
• Workforce management (WFM)
• Outbound systems

The market is divided into the following segments based on geography:
• Americas
• EMEA
• APAC

The report, Global Contact Center Market 2015-2019, has been prepared based on an in-depth market analysis with inputs from industry experts. The report also covers the landscape of the market and its growth prospects in the coming years. The report includes a discussion of the key vendors operating in this market.

Key vendors
• Alcatel-Lucent
• Avaya
• Cisco Systems
• Huawei Technologies

Other prominent vendors
• 3CLogic
• 8x8
• Aastra
• Altitude Software
• Aspect Software
• Connect First
• Convergys
• CRMXchange
• Enghouse Interactive
• Five9
• Fujitsu
• Genesys
• HP
• IBM
• Incontact
• Interactive Intelligence
• Mitel Networks
• NEC

Key market driver
• Rise in advanced communication technologies

Key market challenge
• High attrition rate

Key market trend
• Cloud-based contact centers

Key questions answered in this report
• What will the market size be in 2019 and what will the growth rate be?
• What are the key market trends?
• What is driving this market?
• What are the challenges to market growth?
• Who are the key vendors in this market space?
• What are the market opportunities and threats faced by the key vendors?
• What are the strengths and weaknesses of the key vendors?

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Table of Contents –Analysis of Key Points

PART 01: Executive summary
Highlights

PART 02: Scope of the report
Market overview
Top-vendor offerings

PART 03: Market research methodology
Research methodology
Economic indicators

PART 04: Introduction
Key market highlights

PART 05: Market landscape
Market overview
Market size and forecast
Phases of contact centers
Evolution of technology in contact centers
Five forces analysis

PART 06: Market segmentation by solution
Global inbound systems contact center market
Global IVR contact center market
Global QM contact center market
Global analytics contact center market
Global WFM contact center market
Global outbound systems contact center market

PART 07: Market segmentation by deployment
Global on-premises contact center market
Global hosted contact center market

PART 08: Geographical segmentation
Contact center market in Americas
Contact center market in EMEA
Contact center market in APAC

PART 09: Market drivers
PART 10: Impact of drivers
PART 11: Market challenges
PART 12: Impact of drivers and challenges
PART 13: Market trends

PART 14: Vendor landscape
Competitive scenario
Key vendors
Other prominent vendors

PART 15: Key vendor analysis
Alcatel-Lucent
Avaya
Cisco Systems
Huawei Technologies
..…..Continued

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