Global Contact Center Systems Market 2018 by Manufacturers, Countries, Type and Application, Forecast to 2023

August 2018 | 122 pages | ID: G9E2F34DBBFGEN
GlobalInfoResearch

Abstracts

Market globalization have enforced businesses to expand their operations across multiple regions and thereby fulfil their consumer demand. Businesses have customer interaction centers where professionals interact with customers and address their enquires on daily basis. Thus, a huge amount of enquires are generated during the conversion of sales between the business and customers. Businesses are finding it difficult to manage these enquires in the form of information and storage of data. Further, due to technological advancement in contact channel, the interaction between the customer and contact center have increased through voice, email and messaging. A contact center system is software based system which enables automatic contact routing facility during high amount of customer enquiries. The contact center system also involves additional services such as voice portal, quality monitoring system, outbound dialers, workforce management, interactive voice response (IVR) and analytical services. This helps contact center professionals to address customer concerns within less time and thereby increase their satisfaction level.

SCOPE OF THE REPORT:

This report studies the Contact Center Systems market status and outlook of Global and major regions, from angles of players, countries, product types and end industries; this report analyzes the top players in global market, and splits the Contact Center Systems market by product type and applications/end industries.
Services such as IVR and voice portal saves valuable time of contact center through interactive voice based recordings which helps in assisting the concerns of customers. Further, in sales or outbound call center, most of the services such as cross-selling, renewals, cross-selling and satisfaction surveys involves making outgoing calls to customers. Contact center system helps in providing a list of prospective customer contact and maintain them on a timely basis. It also helps in analyzing the quality of call through sending automatic messages to customers in order to scale customer satisfaction. Contact center system also involves recording of voice call and chat history in order to monitor the team performance. This helps to formulate a team strategy with the help of additional analytical insights on customer satisfaction provided by contact center system.
The global Contact Center Systems market is valued at xx million USD in 2017 and is expected to reach xx million USD by the end of 2023, growing at a CAGR of xx% between 2017 and 2023.

The Asia-Pacific will occupy for more market share in following years, especially in China, also fast growing India and Southeast Asia regions.

North America, especially The United States, will still play an important role which cannot be ignored. Any changes from United States might affect the development trend of Contact Center Systems.

Europe also play important roles in global market, with market size of xx million USD in 2017 and will be xx million USD in 2023, with a CAGR of xx%.

Market Segment by Companies, this report covers

• Cisco Systems
• 3CLogic
• Aspect Software
• Genesys
• Five9
• Oracle
• IBM
• InContact

Market Segment by Regions, regional analysis covers

• North America (United States, Canada and Mexico)
• Europe (Germany, France, UK, Russia and Italy)
• Asia-Pacific (China, Japan, Korea, India and Southeast Asia)
• South America (Brazil, Argentina, Colombia)
• Middle East and Africa (Saudi Arabia, UAE, Egypt, Nigeria and South Africa)

Market Segment by Type, covers

• Cloud
• On Premise

Market Segment by Applications, can be divided into

• Healthcare
• Financial Services
• Telecommunication
• Retail
• Government
• Transportation Sector

Contents

1 CONTACT CENTER SYSTEMS MARKET OVERVIEW

1.1 Product Overview and Scope of Contact Center Systems
1.2 Classification of Contact Center Systems by Types
  1.2.1 Global Contact Center Systems Revenue Comparison by Types (2017-2023)
  1.2.2 Global Contact Center Systems Revenue Market Share by Types in 2017
  1.2.3 Cloud
  1.2.4 On Premise
1.3 Global Contact Center Systems Market by Application
  1.3.1 Global Contact Center Systems Market Size and Market Share Comparison by Applications (2013-2023)
  1.3.2 Healthcare
  1.3.3 Financial Services
  1.3.4 Telecommunication
  1.3.5 Retail
  1.3.6 Government
  1.3.7 Transportation Sector
1.4 Global Contact Center Systems Market by Regions
  1.4.1 Global Contact Center Systems Market Size (Million USD) Comparison by Regions (2013-2023)
  1.4.1 North America (USA, Canada and Mexico) Contact Center Systems Status and Prospect (2013-2023)
  1.4.2 Europe (Germany, France, UK, Russia and Italy) Contact Center Systems Status and Prospect (2013-2023)
  1.4.3 Asia-Pacific (China, Japan, Korea, India and Southeast Asia) Contact Center Systems Status and Prospect (2013-2023)
  1.4.4 South America (Brazil, Argentina, Colombia) Contact Center Systems Status and Prospect (2013-2023)
  1.4.5 Middle East and Africa (Saudi Arabia, UAE, Egypt, Nigeria and South Africa) Contact Center Systems Status and Prospect (2013-2023)
1.5 Global Market Size of Contact Center Systems (2013-2023)

2 MANUFACTURERS PROFILES

2.1 Cisco Systems
  2.1.1 Business Overview
  2.1.2 Contact Center Systems Type and Applications
    2.1.2.1 Product A
    2.1.2.2 Product B
  2.1.3 Cisco Systems Contact Center Systems Revenue, Gross Margin and Market Share (2016-2017)
2.2 3CLogic
  2.2.1 Business Overview
  2.2.2 Contact Center Systems Type and Applications
    2.2.2.1 Product A
    2.2.2.2 Product B
  2.2.3 3CLogic Contact Center Systems Revenue, Gross Margin and Market Share (2016-2017)
2.3 Aspect Software
  2.3.1 Business Overview
  2.3.2 Contact Center Systems Type and Applications
    2.3.2.1 Product A
    2.3.2.2 Product B
  2.3.3 Aspect Software Contact Center Systems Revenue, Gross Margin and Market Share (2016-2017)
2.4 Genesys
  2.4.1 Business Overview
  2.4.2 Contact Center Systems Type and Applications
    2.4.2.1 Product A
    2.4.2.2 Product B
  2.4.3 Genesys Contact Center Systems Revenue, Gross Margin and Market Share (2016-2017)
2.5 Five9
  2.5.1 Business Overview
  2.5.2 Contact Center Systems Type and Applications
    2.5.2.1 Product A
    2.5.2.2 Product B
  2.5.3 Five9 Contact Center Systems Revenue, Gross Margin and Market Share (2016-2017)
2.6 Oracle
  2.6.1 Business Overview
  2.6.2 Contact Center Systems Type and Applications
    2.6.2.1 Product A
    2.6.2.2 Product B
  2.6.3 Oracle Contact Center Systems Revenue, Gross Margin and Market Share (2016-2017)
2.7 IBM
  2.7.1 Business Overview
  2.7.2 Contact Center Systems Type and Applications
    2.7.2.1 Product A
    2.7.2.2 Product B
  2.7.3 IBM Contact Center Systems Revenue, Gross Margin and Market Share (2016-2017)
2.8 InContact
  2.8.1 Business Overview
  2.8.2 Contact Center Systems Type and Applications
    2.8.2.1 Product A
    2.8.2.2 Product B
  2.8.3 InContact Contact Center Systems Revenue, Gross Margin and Market Share (2016-2017)

3 GLOBAL CONTACT CENTER SYSTEMS MARKET COMPETITION, BY PLAYERS

3.1 Global Contact Center Systems Revenue and Share by Players (2013-2018)
3.2 Market Concentration Rate
  3.2.1 Top 5 Contact Center Systems Players Market Share
  3.2.2 Top 10 Contact Center Systems Players Market Share
3.3 Market Competition Trend

4 GLOBAL CONTACT CENTER SYSTEMS MARKET SIZE BY REGIONS

4.1 Global Contact Center Systems Revenue and Market Share by Regions
4.2 North America Contact Center Systems Revenue and Growth Rate (2013-2018)
4.3 Europe Contact Center Systems Revenue and Growth Rate (2013-2018)
4.4 Asia-Pacific Contact Center Systems Revenue and Growth Rate (2013-2018)
4.5 South America Contact Center Systems Revenue and Growth Rate (2013-2018)
4.6 Middle East and Africa Contact Center Systems Revenue and Growth Rate (2013-2018)

5 NORTH AMERICA CONTACT CENTER SYSTEMS REVENUE BY COUNTRIES

5.1 North America Contact Center Systems Revenue by Countries (2013-2018)
5.2 USA Contact Center Systems Revenue and Growth Rate (2013-2018)
5.3 Canada Contact Center Systems Revenue and Growth Rate (2013-2018)
5.4 Mexico Contact Center Systems Revenue and Growth Rate (2013-2018)

6 EUROPE CONTACT CENTER SYSTEMS REVENUE BY COUNTRIES

6.1 Europe Contact Center Systems Revenue by Countries (2013-2018)
6.2 Germany Contact Center Systems Revenue and Growth Rate (2013-2018)
6.3 UK Contact Center Systems Revenue and Growth Rate (2013-2018)
6.4 France Contact Center Systems Revenue and Growth Rate (2013-2018)
6.5 Russia Contact Center Systems Revenue and Growth Rate (2013-2018)
6.6 Italy Contact Center Systems Revenue and Growth Rate (2013-2018)

7 ASIA-PACIFIC CONTACT CENTER SYSTEMS REVENUE BY COUNTRIES

7.1 Asia-Pacific Contact Center Systems Revenue by Countries (2013-2018)
7.2 China Contact Center Systems Revenue and Growth Rate (2013-2018)
7.3 Japan Contact Center Systems Revenue and Growth Rate (2013-2018)
7.4 Korea Contact Center Systems Revenue and Growth Rate (2013-2018)
7.5 India Contact Center Systems Revenue and Growth Rate (2013-2018)
7.6 Southeast Asia Contact Center Systems Revenue and Growth Rate (2013-2018)

8 SOUTH AMERICA CONTACT CENTER SYSTEMS REVENUE BY COUNTRIES

8.1 South America Contact Center Systems Revenue by Countries (2013-2018)
8.2 Brazil Contact Center Systems Revenue and Growth Rate (2013-2018)
8.3 Argentina Contact Center Systems Revenue and Growth Rate (2013-2018)
8.4 Colombia Contact Center Systems Revenue and Growth Rate (2013-2018)

9 MIDDLE EAST AND AFRICA REVENUE CONTACT CENTER SYSTEMS BY COUNTRIES

9.1 Middle East and Africa Contact Center Systems Revenue by Countries (2013-2018)
9.2 Saudi Arabia Contact Center Systems Revenue and Growth Rate (2013-2018)
9.3 UAE Contact Center Systems Revenue and Growth Rate (2013-2018)
9.4 Egypt Contact Center Systems Revenue and Growth Rate (2013-2018)
9.5 Nigeria Contact Center Systems Revenue and Growth Rate (2013-2018)
9.6 South Africa Contact Center Systems Revenue and Growth Rate (2013-2018)

10 GLOBAL CONTACT CENTER SYSTEMS MARKET SEGMENT BY TYPE

10.1 Global Contact Center Systems Revenue and Market Share by Type (2013-2018)
10.2 Global Contact Center Systems Market Forecast by Type (2018-2023)
10.3 Cloud Revenue Growth Rate (2013-2023)
10.4 On Premise Revenue Growth Rate (2013-2023)

11 GLOBAL CONTACT CENTER SYSTEMS MARKET SEGMENT BY APPLICATION

11.1 Global Contact Center Systems Revenue Market Share by Application (2013-2018)
11.2 Contact Center Systems Market Forecast by Application (2018-2023)
11.3 Healthcare Revenue Growth (2013-2018)
11.4 Financial Services Revenue Growth (2013-2018)
11.5 Telecommunication Revenue Growth (2013-2018)
11.6 Retail Revenue Growth (2013-2018)
11.7 Government Revenue Growth (2013-2018)
11.8 Transportation Sector Revenue Growth (2013-2018)

12 GLOBAL CONTACT CENTER SYSTEMS MARKET SIZE FORECAST (2018-2023)

12.1 Global Contact Center Systems Market Size Forecast (2018-2023)
12.2 Global Contact Center Systems Market Forecast by Regions (2018-2023)
12.3 North America Contact Center Systems Revenue Market Forecast (2018-2023)
12.4 Europe Contact Center Systems Revenue Market Forecast (2018-2023)
12.5 Asia-Pacific Contact Center Systems Revenue Market Forecast (2018-2023)
12.6 South America Contact Center Systems Revenue Market Forecast (2018-2023)
12.7 Middle East and Africa Contact Center Systems Revenue Market Forecast (2018-2023)

13 RESEARCH FINDINGS AND CONCLUSION

14 APPENDIX

14.1 Methodology
14.2 Data Source

List Of Tables

LIST OF TABLES AND FIGURES

Figure Contact Center Systems Picture
Table Product Specifications of Contact Center Systems
Table Global Contact Center Systems and Revenue (Million USD) Market Split by Product Type
Figure Global Contact Center Systems Revenue Market Share by Types in 2017
Figure Cloud Picture
Figure On Premise Picture
Table Global Contact Center Systems Revenue (Million USD) by Application (2013-2023)
Figure Contact Center Systems Revenue Market Share by Applications in 2017
Figure Healthcare Picture
Figure Financial Services Picture
Figure Telecommunication Picture
Figure Retail Picture
Figure Government Picture
Figure Transportation Sector Picture
Table Global Market Contact Center Systems Revenue (Million USD) Comparison by Regions 2013-2023
Figure North America Contact Center Systems Revenue (Million USD) and Growth Rate (2013-2023)
Figure Europe Contact Center Systems Revenue (Million USD) and Growth Rate (2013-2023)
Figure Asia-Pacific Contact Center Systems Revenue (Million USD) and Growth Rate (2013-2023)
Figure South America Contact Center Systems Revenue (Million USD) and Growth Rate (2013-2023)
Figure Middle East and Africa Contact Center Systems Revenue (Million USD) and Growth Rate (2013-2023)
Figure Global Contact Center Systems Revenue (Million USD) and Growth Rate (2013-2023)
Table Cisco Systems Basic Information, Manufacturing Base and Competitors
Table Cisco Systems Contact Center Systems Type and Applications
Table Cisco Systems Contact Center Systems Revenue, Gross Margin and Market Share (2016-2017)
Table 3CLogic Basic Information, Manufacturing Base and Competitors
Table 3CLogic Contact Center Systems Type and Applications
Table 3CLogic Contact Center Systems Revenue, Gross Margin and Market Share (2016-2017)
Table Aspect Software Basic Information, Manufacturing Base and Competitors
Table Aspect Software Contact Center Systems Type and Applications
Table Aspect Software Contact Center Systems Revenue, Gross Margin and Market Share (2016-2017)
Table Genesys Basic Information, Manufacturing Base and Competitors
Table Genesys Contact Center Systems Type and Applications
Table Genesys Contact Center Systems Revenue, Gross Margin and Market Share (2016-2017)
Table Five9 Basic Information, Manufacturing Base and Competitors
Table Five9 Contact Center Systems Type and Applications
Table Five9 Contact Center Systems Revenue, Gross Margin and Market Share (2016-2017)
Table Oracle Basic Information, Manufacturing Base and Competitors
Table Oracle Contact Center Systems Type and Applications
Table Oracle Contact Center Systems Revenue, Gross Margin and Market Share (2016-2017)
Table IBM Basic Information, Manufacturing Base and Competitors
Table IBM Contact Center Systems Type and Applications
Table IBM Contact Center Systems Revenue, Gross Margin and Market Share (2016-2017)
Table InContact Basic Information, Manufacturing Base and Competitors
Table InContact Contact Center Systems Type and Applications
Table InContact Contact Center Systems Revenue, Gross Margin and Market Share (2016-2017)
Table Global Contact Center Systems Revenue (Million USD) by Players (2013-2018)
Table Global Contact Center Systems Revenue Share by Players (2013-2018)
Figure Global Contact Center Systems Revenue Share by Players in 2016
Figure Global Contact Center Systems Revenue Share by Players in 2017
Figure Global Top 5 Players Contact Center Systems Revenue Market Share in 2017
Figure Global Top 10 Players Contact Center Systems Revenue Market Share in 2017
Figure Global Contact Center Systems Revenue (Million USD) and Growth Rate (%) (2013-2018)
Table Global Contact Center Systems Revenue (Million USD) by Regions (2013-2018)
Table Global Contact Center Systems Revenue Market Share by Regions (2013-2018)
Figure Global Contact Center Systems Revenue Market Share by Regions (2013-2018)
Figure Global Contact Center Systems Revenue Market Share by Regions in 2017
Figure North America Contact Center Systems Revenue and Growth Rate (2013-2018)
Figure Europe Contact Center Systems Revenue and Growth Rate (2013-2018)
Figure Asia-Pacific Contact Center Systems Revenue and Growth Rate (2013-2018)
Figure South America Contact Center Systems Revenue and Growth Rate (2013-2018)
Figure Middle East and Africa Contact Center Systems Revenue and Growth Rate (2013-2018)
Table North America Contact Center Systems Revenue by Countries (2013-2018)
Table North America Contact Center Systems Revenue Market Share by Countries (2013-2018)
Figure North America Contact Center Systems Revenue Market Share by Countries (2013-2018)
Figure North America Contact Center Systems Revenue Market Share by Countries in 2017
Figure USA Contact Center Systems Revenue and Growth Rate (2013-2018)
Figure Canada Contact Center Systems Revenue and Growth Rate (2013-2018)
Figure Mexico Contact Center Systems Revenue and Growth Rate (2013-2018)
Table Europe Contact Center Systems Revenue (Million USD) by Countries (2013-2018)
Figure Europe Contact Center Systems Revenue Market Share by Countries (2013-2018)
Figure Europe Contact Center Systems Revenue Market Share by Countries in 2017
Figure Germany Contact Center Systems Revenue and Growth Rate (2013-2018)
Figure UK Contact Center Systems Revenue and Growth Rate (2013-2018)
Figure France Contact Center Systems Revenue and Growth Rate (2013-2018)
Figure Russia Contact Center Systems Revenue and Growth Rate (2013-2018)
Figure Italy Contact Center Systems Revenue and Growth Rate (2013-2018)
Table Asia-Pacific Contact Center Systems Revenue (Million USD) by Countries (2013-2018)
Figure Asia-Pacific Contact Center Systems Revenue Market Share by Countries (2013-2018)
Figure Asia-Pacific Contact Center Systems Revenue Market Share by Countries in 2017
Figure China Contact Center Systems Revenue and Growth Rate (2013-2018)
Figure Japan Contact Center Systems Revenue and Growth Rate (2013-2018)
Figure Korea Contact Center Systems Revenue and Growth Rate (2013-2018)
Figure India Contact Center Systems Revenue and Growth Rate (2013-2018)
Figure Southeast Asia Contact Center Systems Revenue and Growth Rate (2013-2018)
Table South America Contact Center Systems Revenue by Countries (2013-2018)
Table South America Contact Center Systems Revenue Market Share by Countries (2013-2018)
Figure South America Contact Center Systems Revenue Market Share by Countries (2013-2018)
Figure South America Contact Center Systems Revenue Market Share by Countries in 2017
Figure Brazil Contact Center Systems Revenue and Growth Rate (2013-2018)
Figure Argentina Contact Center Systems Revenue and Growth Rate (2013-2018)
Figure Colombia Contact Center Systems Revenue and Growth Rate (2013-2018)
Table Middle East and Africa Contact Center Systems Revenue (Million USD) by Countries (2013-2018)
Table Middle East and Africa Contact Center Systems Revenue Market Share by Countries (2013-2018)
Figure Middle East and Africa Contact Center Systems Revenue Market Share by Countries (2013-2018)
Figure Middle East and Africa Contact Center Systems Revenue Market Share by Countries in 2017
Figure Saudi Arabia Contact Center Systems Revenue and Growth Rate (2013-2018)
Figure UAE Contact Center Systems Revenue and Growth Rate (2013-2018)
Figure Egypt Contact Center Systems Revenue and Growth Rate (2013-2018)
Figure Nigeria Contact Center Systems Revenue and Growth Rate (2013-2018)
Figure South Africa Contact Center Systems Revenue and Growth Rate (2013-2018)
Table Global Contact Center Systems Revenue (Million USD) by Type (2013-2018)
Table Global Contact Center Systems Revenue Share by Type (2013-2018)
Figure Global Contact Center Systems Revenue Share by Type (2013-2018)
Figure Global Contact Center Systems Revenue Share by Type in 2017
Table Global Contact Center Systems Revenue Forecast by Type (2018-2023)
Figure Global Contact Center Systems Market Share Forecast by Type (2018-2023)
Figure Global Cloud Revenue Growth Rate (2013-2018)
Figure Global On Premise Revenue Growth Rate (2013-2018)
Table Global Contact Center Systems Revenue by Application (2013-2018)
Table Global Contact Center Systems Revenue Share by Application (2013-2018)
Figure Global Contact Center Systems Revenue Share by Application (2013-2018)
Figure Global Contact Center Systems Revenue Share by Application in 2017
Table Global Contact Center Systems Revenue Forecast by Application (2018-2023)
Figure Global Contact Center Systems Market Share Forecast by Application (2018-2023)
Figure Global Healthcare Revenue Growth Rate (2013-2018)
Figure Global Financial Services Revenue Growth Rate (2013-2018)
Figure Global Telecommunication Revenue Growth Rate (2013-2018)
Figure Global Retail Revenue Growth Rate (2013-2018)
Figure Global Government Revenue Growth Rate (2013-2018)
Figure Global Transportation Sector Revenue Growth Rate (2013-2018)
Figure Global Contact Center Systems Revenue (Million USD) and Growth Rate Forecast (2018 -2023)
Table Global Contact Center Systems Revenue (Million USD) Forecast by Regions (2018-2023)
Figure Global Contact Center Systems Revenue Market Share Forecast by Regions (2018-2023)
Figure North America Contact Center Systems Revenue Market Forecast (2018-2023)
Figure Europe Contact Center Systems Revenue Market Forecast (2018-2023)
Figure Asia-Pacific Contact Center Systems Revenue Market Forecast (2018-2023)
Figure South America Contact Center Systems Revenue Market Forecast (2018-2023)
Figure Middle East and Africa Contact Center Systems Revenue Market Forecast (2018-2023)