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Growth Opportunities in the Global Contact Center Systems Market, Forecast to 2020

Growth Opportunities in the Global Contact Center Systems Market, Forecast to 2020

New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the Global Contact Center Systems Market finds that the market for on-premises contact center systems continues to decline as companies increasingly switch to hosted/cloud solutions. However, globally Contact Center Analytics represents a bright growth opportunity in the on-premises contact center systems market as companies seek to get the most out of their existing investments. Contact center analytics systems include speech analytics, multi-channel customer interaction analytics, and contact center performance analytics applications. Enterprises are increasingly looking to source these solutions from their primary contact center infrastructure or workforce optimization vendors.


1. Executive Dashboard
Executive Dashboard
Purpose of this Experiential Study
5 Step Process to Transformational Growth
Strategic Imperatives for Contact Center Systems Providers (CCSPs)
2. Growth Environment: Market Overview
Growth Environment: Market Overview
Global Contact Center Systems Markets
Global Contact Center Systems Markets (continued)
Global Contact Center Systems Provider Landscape
Drivers and Restraints
3. Market Forecasts
Market Forecasts
Forecast Assumptions
Revenue Forecast—Contact Center Systems Market
Revenue Forecast by Service Segment—Contact Center Systems Market
Inbound Contact Routing Systems
IVR and Voice Portal Systems
Outbound Dialer Systems
Quality Monitoring Systems
Workforce Management Systems
Analytics
Revenue Forecast by Region—Contact Center Systems Market
Revenue Forecast by Industry Vertical—Contact Center Systems Market
Revenue Forecast by Contact Center Size—Contact Center Systems Market
Market Share by Revenue—Inbound Contact Routing Systems Market
Market Share by Revenue—IVR Systems Market
Market Share by Revenue—Outbound Dialer Systems Market
Market Share by Revenue—Quality Monitoring Systems Market
Market Share by Revenue—Workforce Management Systems Market
Market Share by Revenue—Contact Center Analytics Market
Market Share by Revenue—Contact Center Systems Market
4. Visioning Scenarios
Visioning Scenarios
Macro to Micro Visioning
Visioning Scenarios for the Contact Center Systems Market
Top Predictions for the Contact Center Systems Market
5. Growth Pipeline
Growth Pipeline
Levers for Growth
6. Vision and Strategy—Growth Opportunities
Vision and Strategy—Growth Opportunities
Growth Opportunity 1—Omnichannel Customer Experience
Growth Opportunity 2—Customer Experience Analytics
Growth Opportunity 3—Big Data & Analytics/Machine Learning
Growth Opportunity 4—Social Media Monitoring
Growth Opportunity 5—Social Customer Engagement
Growth Opportunity 6—Agent Desktop/Agent Empowerment
Growth Opportunity 7—Catering to the New Workforce
Growth Opportunity 8—Automation via Artificial Intelligence (AI)
Growth Opportunity 9—Virtual Agent/Advisor
Growth Opportunity 10—Live Chat
Growth Opportunity 11—Proactive/Interactive Customer Contact
Growth Opportunity 12—Messaging Platforms in Customer Service
Growth Opportunity 13—Gamifying the Customer Experience
Growth Opportunity 14—Video
Growth Opportunity 15—Back Office WFO
Growth Opportunity 16: The IoT—Supporting Immersive Experiences
Growth Opportunity 17—WebRTC Applications
Growth Opportunity 18: BC/DR—Enabling Continuous CX
7. Brand and Demand—Growth Opportunities
Brand and Demand—Growth Opportunities
Growth Opportunity 20—Innovation & Transformation
Growth Opportunity 21—Third Party Validation
Growth Opportunity 22—Customer Lifetime Value (CLV)
Growth Opportunity 23—Best-in-Class
Growth Opportunity 24—Sales & Marketing Use Cases
Growth Opportunity 25—Industry Vertical Marketing
Growth Opportunity 26—Lead Generation
Growth Opportunity 27—Inbound Marketing Capabilities
Growth Opportunity 28—Outbound Marketing Priorities
Growth Opportunity 29—Social Media Marketing
Growth Opportunity 30—Sales Enablement Content
8. Growth Opportunities Matrix
Growth Opportunities Matrix
Identifying Your Company’s Growth Zone
Growth Opportunities 1-19: Vision and Strategy
Growth Opportunities 1-19: Vision and Strategy (continued)
Growth Opportunities 20-30: Brand and Demand
Growth Opportunities Matrix
9. Growth Strategy and Implementation
Growth Strategy and Implementation
Growth Strategies for Your Company
Prioritized Opportunities through Implementation
Legal Disclaimer
10. Appendix
Appendix
Representative Companies Product Offerings by Segment (1/5)
Representative Companies Product Offerings by Segment (2/5)
Representative Companies Product Offerings by Segment (3/5)
Representative Companies Product Offerings by Segment (4/5)
Representative Companies Product Offerings by Segment (5/5)
Abbreviations and Acronyms Used
Global—Key Takeaways
Global—Key Takeaways (continued)
NA—Key Takeaways
NA—Key Takeaways (continued)
LATAM—Key Takeaways
LATAM—Key Takeaways (continued)

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