クラウド基盤コンタクトセンターの世界市場予測(~2022年)

◆英語タイトル:Cloud-Based Contact Center Market by Solution (ACD, APO, Dialers, IVR, CTI, Reporting and Analytics, and Security), Service (Professional and Managed), Application, Deployment Model, Organization Size, Vertical, and Region - Global Forecast to 2022
◆発行会社/調査会社:MarketsandMarkets
◆商品コード:TC-2662
◆発行日:2018年3月22日
◆調査対象地域:グローバル
◆産業分野:IT
◆ページ数:146
◆レポート言語:英語
◆レポート形式:PDF
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MarketsandMarketsが発行した当調査レポートでは、クラウド基盤コンタクトセンターの世界市場について調査・分析し、エグゼクティブサマリー、市場インサイト、市場概観/市場動向、産業動向、バリューチェーン分析、ソリューション別分析、サービス別分析、アプリケーション別分析、産業別分析、クラウド基盤コンタクトセンターの世界市場規模及び予測、市場動向、競争状況、関連企業分析などの情報をお届けいたします。
*** レポート概要(サマリー)***

The growth in the need for improving consumer experience has fueled the adoption of cloud-based contact center solutions across the globeThe global cloud-based contact center market is expected to grow from USD 6.80 billion in 2017 to USD 20.93 billion by 2022, at a Compound Annual Growth Rate (CAGR) of 25.2% during the forecast period. Business continuity is one of the major driving factors for cloud-based contact centers. In on-premises contact centers, hardware failures emerge abruptly, which is expected to disastrously impact on the companies’ customer data resulting in downtime, busy signals, and excessive delay. Cloud-based contact centers are independent of the location they are situated that enables agents, supervisors, and administrators to access them from anywhere through a phone or by an internet connection. This makes cloud-based contact centers a disaster recovery/business continuity solution. This is one of the major growth drivers for the cloud-based contact center market, as these solutions provide an effective control that aid in meeting compliances and uptime. However, concerns related to information loss is expected to prevent the end-users from adopting these solutions.
The call routing and queuing segment is expected to have the largest market size during the forecast period
Call routing designates certain calls to different agents and locations depending on a variety of factors. Focusing on call routing enables organizations to manage thousands of calls continuously without compromising with the customer satisfaction. Moreover, organizations could easily manage spikes in call volume by intelligently distributing calls among multiple contact centers, including remote centers and home-based agents, with the unique cloud routing technology. However, demand for call routing and queuing solution is expected to increase in various verticals.
The large enterprise segment is expected to have the larger market share during the forecast period
The cloud-based contact center market has been segmented based on organization size into Small and Medium-sized Enterprises (SMEs) and large enterprises. The major benefit large enterprises receive with the implementation of cloud transformation is that the cloud services are maintained and supported by the vendors themselves. Moreover, firms could thereby engage their employees in more strategic business tasks. The demand for flexible, scalable, and convenient solutions for large enterprises pushes service providers to come up with the new technologies and offer innovative solutions. Hence, the cloud-based contact center market for large enterprises is expected to grow at a significant rate.
North America is estimated to have the largest market share in 2017, whereas Asia Pacific is projected to grow at the highest rate during the forecast period
North America is estimated to capture the largest market share in 2017, and the trend is expected to continue during the forecast period. Growth in adoption of cloud-based services in SMEs and large enterprises is expected to drive the revenue growth in this region. On the other hand, the cloud-based contact center market in Asia Pacific (APAC) is expected to witness an exponential growth and is projected to be one of the fastest-growing regions in the global cloud-based contact center market. This is attributed to the large-scale adoption of cost-effective cloud-based solutions in these regions.
In the process of determining and verifying the market size for several segments and subsegments gathered through secondary research, extensive primary interviews were conducted with the key people. The break-up of the profiles of the primary participants is given below:
• By Company Type: Tier I: 50%, Tier II: 33%, and Tier III: 17%
• By Designation: C Level: 50%, D Level: 17%, and Others: 33%
• By Region: North America: 33%, APAC: 17%, Europe: 33%, and RoW: 17%
The key vendors profiled in the report are as follows:
1. 8×8 Inc. (US)
2. Five9 (US)
3. Cisco Systems (US)
4. Genesys (US)
5. Oracle (US)
6. NewVoiceMedia (UK)
7. Connect First (US)
8. Aspect Software (US)
9. NICE Ltd. (Israel)
10. 3CLogic (US)
Research Coverage
The market is segmented on the basis of solution that includes Automatic Call Distribution (ACD), Agent Performance Optimization (APO), dialers, Interactive Voice Response (IVR), Computer Telephony Integration (CTI), reporting and analytics, security, others (issue tracking, omnichannel, and mobile care solution). The service segment includes professional service and managed service. The deployment model segment includes public cloud, private cloud, and hybrid cloud. The organization size includes SMEs and large enterprises. The applications include call routing and queuing, data integration and recording, chat quality and monitoring, real-time decision-making, and workforce optimization. The market has been segmented on the basis of vertical into Banking, Financial Services, and Insurance (BFSI), consumer goods and retail, government and public sector, healthcare and life sciences, manufacturing, media and entertainment, telecommunication and Information Technology Enabled Services (ITES), and others (transportation and logistics, and education). Furthermore, the market has been segmented on the basis of regions into North America, Europe, APAC, Middle East and Africa (MEA), and Latin America.
The report is expected to help the market leaders/new entrants in the following ways:
1. The report segments the cloud-based contact center market comprehensively and provides the closest approximations of the revenue numbers for the overall market and subsegments across different industries and regions.
2. The report is expected to help stakeholders understand the pulse of the market and provide them with the information on the key market drivers, restraints, challenges, and opportunities.
3. The report is expected to help stakeholders better understand their competitors and gain more insights to enhance their position in the market. The competitive landscape section includes new product launches, partnerships, agreements and collaborations, mergers and acquisitions, and expansions related to the cloud-based contact center market.

*** レポート目次(コンテンツ)***

TABLE OF CONTENTS

1 INTRODUCTION 15
1.1 OBJECTIVES OF THE STUDY 15
1.2 MARKET DEFINITION 15
1.3 MARKET SCOPE 16
1.4 YEARS CONSIDERED FOR THE STUDY 17
1.5 CURRENCY CONSIDERED 17
1.6 STAKEHOLDERS 17
2 RESEARCH METHODOLOGY 18
2.1 RESEARCH DATA 18
2.1.1 SECONDARY DATA 19
2.1.2 PRIMARY DATA 20
2.1.2.1 Breakdown of primaries 20
2.1.2.2 Key industry insights 21
2.2 MARKET SIZE ESTIMATION 22
2.3 RESEARCH ASSUMPTIONS 24
2.4 LIMITATIONS 24
3 EXECUTIVE SUMMARY 25
4 PREMIUM INSIGHTS 29
4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE CLOUD-BASED CONTACT CENTER MARKET 29
4.2 CLOUD-BASED CONTACT CENTER MARKET, TOP 3 VERTICALS AND REGIONS 30
4.3 MARKET INVESTMENT SCENARIO 31
5 MARKET OVERVIEW AND INDUSTRY TRENDS 32
5.1 INTRODUCTION 32
5.2 MARKET DYNAMICS 32
5.2.1 DRIVERS 33
5.2.1.1 Pay-per-use subscription model for charging end-users 33
5.2.1.2 Faster deployment, better scalability, and improved flexibility 33
5.2.1.3 Improved business continuity 33
5.2.1.4 Cloud compliance requirements 33
5.2.1.5 Improved integration and usability 33
5.2.1.6 Increasing demand in SMEs for cloud-based contact center services 34

5.2.2 RESTRAINTS 34
5.2.2.1 Risk of information loss 34
5.2.2.2 Lack of awareness about cloud-based contact centers in some regions 34
5.2.2.3 On-premises contact center technology covers a large portion of the current contact center market 34
5.2.3 OPPORTUNITIES 35
5.2.3.1 Improved customer experience 35
5.2.3.2 Increasing numbers of enterprises are harnessing the benefits of cloud-based contact centers 35
5.2.3.3 Rising interest of the major market vendors 35
5.2.4 CHALLENGES 35
5.2.4.1 Maintaining integration levels 35
5.2.4.2 Poor IT infrastructure for cloud-based contact center adoption 35
5.3 TECHNOLOGY TRENDS AND STANDARDS 36
5.3.1 INTRODUCTION 36
5.3.2 STANDARDS AND GUIDELINES FOR THE CLOUD-BASED CONTACT CENTER MARKET 36
5.3.2.1 Service Organization Control (SOC) 2 36
5.3.2.2 Sarbanes–Oxley Act (SOX) 36
5.3.2.3 Gramm–Leach–Bliley Act (GLBA) 36
5.3.2.4 Health Insurance Portability and Accountability Act (HIPAA) 37
5.3.2.5 National Institute of Standards and Technology (NIST) Cybersecurity Framework (CSF) 37
5.3.2.6 Cloud Security Alliance (CSA) Cloud Controls Matrix (CCM) 37
5.3.2.7 Payment Card Industry Data Security Standard (PCI DSS) 37
5.3.2.8 Federal Information Security Management Act (FISMA) 37
5.4 CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS 38
5.5 MARKET ECOSYSTEM 39
6 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION 40
6.1 INTRODUCTION 41
6.2 AUTOMATIC CALL DISTRIBUTION 42
6.3 AGENT PERFORMANCE OPTIMIZATION 43
6.4 DIALERS 43
6.5 INTERACTIVE VOICE RESPONSE 44
6.6 COMPUTER TELEPHONY INTEGRATION 45
6.7 REPORTING AND ANALYTICS 45
6.8 SECURITY 46
6.9 OTHERS 47

7 CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE 48
7.1 INTRODUCTION 49
7.2 PROFESSIONAL SERVICES 50
7.3 MANAGED SERVICES 51
8 CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION 52
8.1 INTRODUCTION 53
8.2 CALL ROUTING AND QUEUING 54
8.3 DATA INTEGRATION AND RECORDING 55
8.4 CHAT QUALITY AND MONITORING 56
8.5 REAL-TIME DECISION MAKING 57
8.6 WORKFORCE OPTIMIZATION 58
9 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODEL 59
9.1 INTRODUCTION 60
9.2 PUBLIC CLOUD 61
9.3 PRIVATE CLOUD 62
9.4 HYBRID CLOUD 62
10 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE 64
10.1 INTRODUCTION 65
10.2 LARGE ENTERPRISES 66
10.3 SMALL AND MEDIUM-SIZED ENTERPRISES 66
11 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL 68
11.1 INTRODUCTION 69
11.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 70
11.3 CONSUMER GOODS AND RETAIL 71
11.4 GOVERNMENT AND PUBLIC SECTOR 72
11.5 HEALTHCARE AND LIFE SCIENCES 72
11.6 MANUFACTURING 73
11.7 MEDIA AND ENTERTAINMENT 74
11.8 TELECOMMUNICATION AND ITES 74
11.9 OTHERS 75
12 CLOUD-BASED CONTACT CENTER MARKET, BY REGION 76
12.1 INTRODUCTION 77
12.2 NORTH AMERICA 78
12.3 EUROPE 82
12.4 ASIA PACIFIC 85
12.5 MIDDLE EAST AND AFRICA 89
12.6 LATIN AMERICA 92
13 COMPETITIVE LANDSCAPE 96
13.1 OVERVIEW 96
13.1.1 MARKET RANKING 97
13.1.2 NEW PRODUCT/TECHNOLOGY LAUNCHES 97
13.1.3 PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS 99
13.1.4 MERGERS AND ACQUISITIONS 101
14 COMPANY PROFILES 102
(Business Overview, Products Offered, Recent Developments, SWOT Analysis, MnM View)*
14.1 INTRODUCTION 102
14.2 8X8, INC. 103
14.3 FIVE9 106
14.4 CISCO SYSTEMS 110
14.5 GENESYS 113
14.6 ORACLE 116
14.7 NEWVOICEMEDIA 118
14.8 CONNECT FIRST 121
14.9 ASPECT SOFTWARE 122
14.10 NICE LTD. 125
14.11 3CLOGIC 128
*Details on Business Overview, Products Offered, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.
14.12 KEY INNOVATORS 130
14.12.1 BT GROUP 130
14.12.2 WEST CORPORATION 130
14.12.3 LIVEOPS 130
14.12.4 MITEL NETWORKS CORPORATION 131
14.12.5 OZONETEL SYSTEMS PVT. LTD 131
14.12.6 EVOLVE IP, LLC. 132
15 APPENDIX 133
15.1 INSIGHTS OF INDUSTRY EXPERTS 133
15.2 DISCUSSION GUIDE 134
15.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 139
15.4 INTRODUCING RT: REAL-TIME MARKET INTELLIGENCE 141
15.5 AVAILABLE CUSTOMIZATIONS 143
15.6 RELATED REPORTS 143
15.7 AUTHOR DETAILS 144

LIST OF TABLES

TABLE 1 GLOBAL CLOUD-BASED CONTACT CENTER MARKET: ASSUMPTIONS 24
TABLE 2 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION,
2015–2022 (USD MILLION) 41
TABLE 3 AUTOMATIC CLOUD DISTRIBUTION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 42
TABLE 4 AGENT PERFORMANCE OPTIMIZATION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 43
TABLE 5 DIALERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION,
2015–2022 (USD MILLION) 44
TABLE 6 INTERACTIVE VOICE RESPONSE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 44
TABLE 7 COMPUTER TELEPHONY INTEGRATION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 45
TABLE 8 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2015–2022 (USD MILLION) 46
TABLE 9 SECURITY: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION,
2015–2022 (USD MILLION) 46
TABLE 10 OTHERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION,
2015–2022 (USD MILLION) 47
TABLE 11 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE,
2015–2022 (USD MILLION) 49
TABLE 12 PROFESSIONAL SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2015–2022 (USD MILLION) 50
TABLE 13 MANAGED SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 51
TABLE 14 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION,
2015–2022 (USD MILLION) 53
TABLE 15 CALL ROUTING AND QUEUING: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2015–2022 (USD MILLION) 54
TABLE 16 DATA INTEGRATION AND RECORDING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 55
TABLE 17 CHAT QUALITY AND MONITORING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 56
TABLE 18 REAL-TIME DECISION MAKING: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2015–2022 (USD MILLION) 57
TABLE 19 WORKFORCE OPTIMIZATION: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2015–2022 (USD MILLION) 58
TABLE 20 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL,
2015–2022 (USD MILLION) 60
TABLE 21 PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 61
TABLE 22 PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 62
TABLE 23 HYBRID CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 63
TABLE 24 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE,
2015–2022 (USD MILLION) 65
TABLE 25 LARGE ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2015–2022 (USD MILLION) 66
TABLE 26 SMALL AND MEDIUM-SIZED ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 67
TABLE 27 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL,
2015–2022 (USD MILLION) 69
TABLE 28 BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 71
TABLE 29 CONSUMER GOODS AND RETAIL: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 71
TABLE 30 GOVERNMENT AND PUBLIC SECTOR: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 72
TABLE 31 HEALTHCARE AND LIFE SCIENCES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 73
TABLE 32 MANUFACTURING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 73
TABLE 33 MEDIA AND ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2015–2022 (USD MILLION) 74
TABLE 34 TELECOMMUNICATION AND ITES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 75
TABLE 35 OTHERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION,
2015–2022 (USD MILLION) 75
TABLE 36 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION,
2015–2022 (USD MILLION) 77
TABLE 37 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY SOLUTION, 2015–2022 (USD MILLION) 80
TABLE 38 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY SERVICE, 2015–2022 (USD MILLION) 80
TABLE 39 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY APPLICATION, 2015–2022 (USD MILLION) 81
TABLE 40 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL 2015–2022 (USD MILLION) 81
TABLE 41 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2022 (USD MILLION) 81
TABLE 42 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2015–2022 (USD MILLION) 82
TABLE 43 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION,
2015–2022 (USD MILLION) 83
TABLE 44 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE,
2015–2022 (USD MILLION) 83
TABLE 45 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION,
2015–2022 (USD MILLION) 84
TABLE 46 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2022 (USD MILLION) 84
TABLE 47 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2022 (USD MILLION) 84
TABLE 48 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL,
2015–2022 (USD MILLION) 85
TABLE 49 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015–2022 (USD MILLION) 87
TABLE 50 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE,
2015–2022 (USD MILLION) 87
TABLE 51 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2015–2022 (USD MILLION) 88
TABLE 52 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2022 (USD MILLION) 88
TABLE 53 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2022 (USD MILLION) 88
TABLE 54 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2015–2022 (USD MILLION) 89
TABLE 55 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY SOLUTION, 2015–2022 (USD MILLION) 90
TABLE 56 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY SERVICE, 2015–2022 (USD MILLION) 90
TABLE 57 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY APPLICATION, 2015–2022 (USD MILLION) 91
TABLE 58 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL, 2015–2022 (USD MILLION) 91
TABLE 59 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2022 (USD MILLION) 91
TABLE 60 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY VERTICAL, 2015–2022 (USD MILLION) 92
TABLE 61 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015–2022 (USD MILLION) 93
TABLE 62 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2015–2022 (USD MILLION) 93
TABLE 63 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2015–2022 (USD MILLION) 94
TABLE 64 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2022 (USD MILLION) 94
TABLE 65 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2022 (USD MILLION) 94
TABLE 66 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2015–2022 (USD MILLION) 95
TABLE 67 MARKET RANKING FOR THE CLOUD-BASED CONTACT CENTER MARKET, 2017 97
TABLE 68 NEW PRODUCT/TECHNOLOGY LAUNCHES, 2015–2017 97
TABLE 69 PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS, 2015–2018 99
TABLE 70 MERGERS AND ACQUISITIONS, 2015–2018 101


LIST OF FIGURES

FIGURE 1 GLOBAL CLOUD-BASED CONTACT CENTER MARKET: MARKET SEGMENTATION 16
FIGURE 2 CLOUD-BASED CONTACT CENTER MARKET: RESEARCH DESIGN 19
FIGURE 3 BREAKDOWN OF PRIMARY INTERVIEWS: BY COMPANY, DESIGNATION,
AND REGION 20
FIGURE 4 DATA TRIANGULATION 22
FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH 23
FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH 24
FIGURE 7 CLOUD-BASED CONTACT CENTER MARKET: REGIONAL SNAPSHOT 26
FIGURE 8 CLOUD-BASED CONTACT CENTER MARKET SNAPSHOT, BY SOLUTION 27
FIGURE 9 CLOUD-BASED CONTACT CENTER MARKET SNAPSHOT, BY SERVICE 27
FIGURE 10 CLOUD-BASED CONTACT CENTER MARKET SNAPSHOT, BY ORGANIZATION SIZE 28
FIGURE 11 CLOUD-BASED CONTACT CENTER MARKET SNAPSHOT, BY VERTICAL 28
FIGURE 12 INCREASING ADOPTION OF CLOUD-BASED OFFERINGS IS EXPECTED TO FUEL
THE GROWTH OF THE CLOUD-BASED CONTACT CENTER MARKET 29
FIGURE 13 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL, AND NORTH AMERICA ARE ESTIMATED TO HAVE THE LARGEST MARKET SHARES IN 2017 30
FIGURE 14 ASIA PACIFIC IS EXPECTED TO EMERGE AS THE BEST MARKET FOR INVESTMENTS OVER THE NEXT 5 YEARS 31
FIGURE 15 CLOUD-BASED CONTACT CENTER MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES 32
FIGURE 16 CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS 38
FIGURE 17 CLOUD-BASED CONTACT CENTER MARKET ECOSYSTEM 39
FIGURE 18 SECURITY SEGMENT IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING
THE FORECAST PERIOD 42
FIGURE 19 MANAGED SERVICES SEGMENT IS EXPECTED TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD 49
FIGURE 20 CHAT QUALITY AND MONITORING SEGMENT IS EXPECTED TO GROW AT
THE HIGHEST CAGR DURING THE FORECAST PERIOD 53
FIGURE 21 HYBRID CLOUD SEGMENT IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 61
FIGURE 22 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT IS EXPECTED TO GROW
AT A HIGHER CAGR DURING THE FORECAST PERIOD 65
FIGURE 23 CONSUMER GOODS AND RETAIL VERTICAL IS EXPECTED TO GROW AT
THE HIGHEST CAGR DURING THE FORECAST PERIOD 70
FIGURE 24 ASIA PACIFIC IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING
THE FORECAST PERIOD 78
FIGURE 25 NORTH AMERICA: MARKET SNAPSHOT 79
FIGURE 26 ASIA PACIFIC: MARKET SNAPSHOT 86
FIGURE 27 COMPANIES ADOPTED NEW PRODUCT/TECHNOLOGY LAUNCHES;
AND PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS AS THE KEY GROWTH STRATEGIES FROM 2015 TO 2022 96
FIGURE 28 GEOGRAPHIC REVENUE MIX OF KEY MARKET PLAYERS 102
FIGURE 29 8X8, INC.: COMPANY SNAPSHOT 103
FIGURE 30 8X8, INC.: SWOT ANALYSIS 105
FIGURE 31 FIVE9: COMPANY SNAPSHOT 106
FIGURE 32 FIVE9: SWOT ANALYSIS 109
FIGURE 33 CISCO SYSTEMS: COMPANY SNAPSHOT 110
FIGURE 34 CISCO SYSTEMS: SWOT ANALYSIS 111
FIGURE 35 GENESYS: SWOT ANALYSIS 114
FIGURE 36 ORACLE: COMPANY SNAPSHOT 116
FIGURE 37 ORACLE: SWOT ANALYSIS 118
FIGURE 38 NICE LTD.: COMPANY SNAPSHOT 125


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