The contact center market report states that one of the major factors hindering the growth of this market is Inability to achieve an ASA
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The report covers the present scenario and the growth prospects of the global contact center market for 2018-2022. To calculate the market size, the report considers the revenue generated from the sales of contact center solutions.
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A contact center acts as a central point in an enterprise from where all contacts are managed. It plays a prominent role in the broad customer management strategies of an enterprise.
The report, Global Contact Center Market 2018-2022, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the market landscape and its growth prospects over the coming years.
The report also includes a discussion of the key vendors operating in this market.
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The latest trend gaining momentum in the contact center market is Integration of chatbots for better turnaround times. In a contact center, an agent will have to request the caller to wait for some time so that he/she can retrieve the relevant data for resolving the issue.
Even a slight delay in giving the response can make the caller look elsewhere to solve the problem. It can also force the customer to switch to a competitor.
Hence, contact centers are trying to implement chatbots in their processes because, in the future, they must look for options other human agents to handle simple customer queries and provide better resolutions.
According to the contact center market report, one of the major drivers for this market is Rising adoption of cloud-based contact centers. A cloud-based contact center is a software-as-a-service(SaaS) that is deployed, stored, and precisely designed for cloud solutions.
Enterprises can use this service on subscription, where they are charged on a pay-as-you-go basis (they are charged by the vendors only for the service they have availed). Cloud based contact centers are flexible as they are able to quickly adapt to the changing business needs and can be integrated with third-party applications through open application programming interface (API) frameworks.
Table of Contents
PART 01: EXECUTIVE SUMMARY
PART 02: SCOPE OF THE REPORT
PART 03: RESEARCH METHODOLOGY
PART 04: MARKET LANDSCAPE
Market segmentation analysis
PART 05: MARKET SIZING
Market sizing 2017
Market size and forecast 2017-2022
PART 06: FIVE FORCES ANALYSIS
Bargaining power of buyers
Bargaining power of suppliers
Threat of new entrants
Threat of substitutes
Threat of rivalry
PART 07: MARKET SEGMENTATION BY TYPE OF INTERACTION
Segmentation by type of interaction
Comparison by type of interaction
Voice-based - Market size and forecast 2017-2022
Text-based - Market size and forecast 2017-2022
Social media-based - Market size and forecast 2017-2022
Market opportunity by type of interaction
PART 08: MARKET SEGMENTATION BY DEPLOYMENT
Segmentation by deployment
PART 09: CUSTOMER LANDSCAPE
PART 10: REGIONAL LANDSCAPE
Americas - Market size and forecast 2017-2022
EMEA - Market size and forecast 2017-2022
APAC - Market size and forecast 2017-2022
PART 11: DECISION FRAMEWORK
PART 12: DRIVERS AND CHALLENGES
PART 13: MARKET TRENDS
Integration of chatbots for better turnaround times
Use of analytics for enhancing the customer experience
Incorporation of AI for providing customized solutions
PART 14: VENDOR LANDSCAPE
PART 15: VENDOR ANALYSIS
Market positioning of vendors
PART 16: APPENDIX
List of abbreviations
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