The “Growth Opportunities in the North American Hosted/Cloud Contact Center Market, Forecast to 2021” report has been added to Research and Markets’ offering.
This study provides market share for 2016 solution providers in the hosted/cloud contact market. Contact center analytics, quality monitoring, and recording were particular bright spots for growth, as companies seek to get the most out of their existing investments. Inbound contact routing, outbound dialing and IVR systems showed less of a decline than in previous years.
Contact center analytics systems include speech analytics, multi-channel customer interaction analytics, and contact center performance analytics applications. Analytics is of utmost importance to companies as they move towards providing omnichannel customer care and digital transformation. While traditionally divided between agent performance analytics and customer interaction analytics, developments include bridging between the two sets to improve the customer experience and worker experience, as improvements in one are reflected in benefits in the other and vice versa.
Key Questions this Will Answer:
– What is the size of the North American cloud contact center market? What is the forecast for growth in the market?
– Who are the top competitors in each contact center systems market segment?
– Where are the main growth opportunities and howcan providers capitalize on them to improve their market positioning?
The study focuses on those growth insights which are the most relevant for 2017-2021 in North America, and highlights the trends and insights for select industries, business models and technology areas, including:
– Inbound Contact Routing
– Interactive Voice Response
– Automated Self-Service
– Outbound Dialing
– Workforce Management
– Call Recording
– Analytics
Key Topics Covered:
1. Executive Dashboard
2. Growth Environment Market Overview
3. Market Forecasts
4. Visioning Scenarios
5. Growth Pipeline
6. Vision and Strategy Growth Opportunities
7. Brand and Demand Growth Opportunities
8. Growth Opportunities Matrix
9. Growth Strategy and Implementation
10. Appendix
Companies Mentioned
– [24]7
– AT&T
– Aspect
– Bell Canada
– BroadSoft
– CSG Interactive
– CenturyLink
– Cincom
– Contact Solutions (Verint)
– Convergys
– Enghouse Interactive
– Five9
– Genesys
– inContact
– Mitel
– Nuance
– Serenova
– Shoretel
– Sitel
– Sykes
– Tata Communications
– Teleperformance
– Verizon
– VoltDelta
– West Interactive
– Working Solutions
– XO Interactive
For more information about this report visit https://www.researchandmarkets.com/research/d3xbhq/growth