Table of Content
1. INTRODUCTION
1.1 OBJECTIVES OF THE STUDY
1.2 MARKET DEFINITION
1.3 OVERVIEW OF GLOBAL CONTACT CENTER PLATFORMS MARKET
1.4 CURRENCY AND PRICING
1.5 LIMITATION
1.6 MARKETS COVERED
2. MARKET SEGMENTATION
2.1 KEY TAKEAWAYS
2.2 ARRIVING AT THE GLOBAL CONTACT CENTER PLATFORMS MARKET VENDOR POSITIONING GRID
2.3 TECHNOLOGY LIFE LINE CURVE
2.4 MARKET GUIDE
2.5 MULTIVARIATE MODELLING
2.6 TOP TO BOTTOM ANALYSIS
2.7 STANDARDS OF MEASUREMENT
2.8 VENDOR SHARE ANALYSIS
2.9 DATA POINTS FROM KEY PRIMARY INTERVIEWS
2.10 DATA POINTS FROM KEY SECONDARY DATABASES
2.11 GLOBAL CONTACT CENTER PLATFORMS MARKET: RESEARCH SNAPSHOT
2.12 ASSUMPTIONS
3. MARKET OVERVIEW
3.1 DRIVERS
3.2 RESTRAINTS
3.3 OPPORTUNITIES
3.4 CHALLENGES
4. EXECUTIVE SUMMARY
5. PREMIUM INSIGHTS
5.1 CONTACT CENTERS –INHOUSE VS OUTSOURCED
6. GLOBAL CONTACT CENTER PLATFORMS MARKET, BY OFFERING
6.1 OVERVIEW
6.2 SOLUTION
6.2.1 INTEGRATED
6.2.2 STANDALONE
6.3 SERVICES
6.3.1 MANAGED SERVICES
6.3.2 PROFESSIONAL SERVICES
6.3.2.1. IMPLEMENTATION & INTEGRATION
6.3.2.2. TRAINING AND CONSULTING
6.3.2.3. SUPPORT & MAINTENANCE
7. GLOBAL CONTACT CENTER PLATFORMS MARKET, BY PLATFORMS
7.1 OVERVIEW
7.2 EMAIL
7.3 INBOUND VOICE
7.4 MESSAGING
7.5 OMNI CHANNEL AGENT
7.6 OUTBOUND DIALER
7.7 SOCIAL MEDIA
7.8 WEB CHAT
7.9 OTHERS
8. GLOBAL CONTACT CENTER PLATFORMS MARKET, BY DEPLOYMENT
8.1 OVERVIEW
8.2 CLOUD
8.3 ON-PREMISE
9. GLOBAL CONTACT CENTER PLATFORMS MARKET, BY ENTERPRISE SIZE
9.1 OVERVIEW
9.2 LARGE ENTERPRISES
9.3 SMALL & MEDIUM ENTERPRISES
10. GLOBAL CONTACT CENTER PLATFORMS MARKET, BY END USE
10.1 OVERVIEW
10.2 BFSI
10.2.1 BY OFFERING
10.2.1.1. SOLUTION
10.2.1.2. SERVICE
10.3 IT & TELECOMMUNICATION
10.3.1 BY OFFERING
10.3.1.1. SOLUTION
10.3.1.2. SERVICE
10.4 RETAIL
10.4.1 BY OFFERING
10.4.1.1. SOLUTION
10.4.1.2. SERVICE
10.5 HEALTHCARE
10.5.1 BY OFFERING
10.5.1.1. SOLUTION
10.5.1.2. SERVICE
10.6 GOVERNMENT
10.6.1 BY OFFERING
10.6.1.1. SOLUTION
10.6.1.2. SERVICE
10.7 TRAVEL & HOSPITALITY
10.7.1 BY OFFERING
10.7.1.1. SOLUTION
10.7.1.2. SERVICE
10.8 TRANSPORT & LOGISTICS
10.8.1 BY OFFERING
10.8.1.1. SOLUTION
10.8.1.2. SERVICE
10.9 MEDIA & ENTERTAINMENT
10.9.1 BY OFFERING
10.9.1.1. SOLUTION
10.9.1.2. SERVICE
10.10 EDUCATION
10.10.1 BY OFFERING
10.10.1.1. SOLUTION
10.10.1.2. SERVICE
10.11 MANUFACTURING
10.11.1 BY OFFERING
10.11.1.1. SOLUTION
10.11.1.2. SERVICE
10.12 ENERGY & UTILITIES
10.12.1 BY OFFERING
10.12.1.1. SOLUTION
10.12.1.2. SERVICE
10.13 OTHERS
10.13.1 BY OFFERING
10.13.1.1. SOLUTION
10.13.1.2. SERVICE
11. GLOBAL CONTACT CENTER PLATFORMS MARKET, BY REGION
GLOBAL CONTACT CENTER PLATFORMS MARKET, (ALL SEGMENTATION PROVIDED ABOVE IS REPRESENTED IN THIS CHAPTER BY COUNTRY)
11.1 NORTH AMERIC
11.1.1 U.S.
11.1.2 CANADA
11.1.3 MEXICO
11.2 EUROPE
11.2.1 GERMANY
11.2.2 FRANCE
11.2.3 U.K.
11.2.4 ITALY
11.2.5 SPAIN
11.2.6 RUSSIA
11.2.7 TURKEY
11.2.8 BELGIUM
11.2.9 NETHERLANDS
11.2.10 SWITZERLAND
11.2.11 REST OF EUROPE
11.3 ASIA-PACIFIC
11.3.1 JAPAN
11.3.2 CHINA
11.3.3 SOUTH KOREA
11.3.4 TAIWAN
11.3.5 INDIA
11.3.6 AUSTRALIA
11.3.7 SINGAPORE
11.3.8 THAILAND
11.3.9 MALAYSIA
11.3.10 INDONESIA
11.3.11 PHILIPPINES
11.3.12 REST OF ASIA-PACIFIC
11.4 SOUTH AMERICA
11.4.1 BRAZIL
11.4.2 ARGENTINA
11.4.3 REST OF SOUTH AMERICA
11.5 MIDDLE EAST AND AFRICA
11.5.1 SOUTH AFRICA
11.5.2 UAE
11.5.3 SAUDI ARABIA
11.5.4 EGYPT
11.5.5 ISRAEL
11.5.6 REST OF MIDDLE EAST AND AFRICA
11.6 KEY PRIMARY INSIGHTS: BY MAJOR COUNTRIES
12. GLOBAL CONTACT CENTER PLATFORMS MARKET,COMPANY LANDSCAPE
12.1 COMPANY SHARE ANALYSIS: GLOBAL
12.2 COMPANY SHARE ANALYSIS: NORTH AMERICA
12.3 COMPANY SHARE ANALYSIS: EUROPE
12.4 COMPANY SHARE ANALYSIS: ASIA-PACIFIC
12.5 MERGERS & ACQUISITIONS
12.6 NEW PRODUCT DEVELOPMENT & APPROVALS
12.7 EXPANSIONS
12.8 REGULATORY CHANGES
12.9 PARTNERSHIP AND OTHER STRATEGIC DEVELOPMENTS
13. GLOBAL CONTACT CENTER PLATFORMS MARKET,SWOT ANALYSIS
14. GLOBAL CONTACT CENTER PLATFORMS MARKET, COMPANY PROFILE
14.1 GENESYS
14.1.1 COMPANY SNAPSHOT
14.1.2 REVENUE ANALYSIS
14.1.3 GEOGRAPHIC PRESENCE
14.1.4 PRODUCT PORTFOLIO
14.1.5 RECENT DEVELOPMENTS
14.2 IBM
14.2.1 COMPANY SNAPSHOT
14.2.2 REVENUE ANALYSIS
14.2.3 GEOGRAPHIC PRESENCE
14.2.4 PRODUCT PORTFOLIO
14.2.5 RECENT DEVELOPMENTS
14.3 AWS
14.3.1 COMPANY SNAPSHOT
14.3.2 REVENUE ANALYSIS
14.3.3 GEOGRAPHIC PRESENCE
14.3.4 PRODUCT PORTFOLIO
14.3.5 RECENT DEVELOPMENTS
14.4 FIVE9
14.4.1 COMPANY SNAPSHOT
14.4.2 REVENUE ANALYSIS
14.4.3 GEOGRAPHIC PRESENCE
14.4.4 PRODUCT PORTFOLIO
14.4.5 RECENT DEVELOPMENTS
14.5 TWILIO
14.5.1 COMPANY SNAPSHOT
14.5.2 REVENUE ANALYSIS
14.5.3 GEOGRAPHIC PRESENCE
14.5.4 PRODUCT PORTFOLIO
14.5.5 RECENT DEVELOPMENTS
14.6 MITEL
14.6.1 COMPANY SNAPSHOT
14.6.2 REVENUE ANALYSIS
14.6.3 GEOGRAPHIC PRESENCE
14.6.4 PRODUCT PORTFOLIO
14.6.5 RECENT DEVELOPMENTS
14.7 NICE
14.7.1 COMPANY SNAPSHOT
14.7.2 REVENUE ANALYSIS
14.7.3 GEOGRAPHIC PRESENCE
14.7.4 PRODUCT PORTFOLIO
14.7.5 RECENT DEVELOPMENTS
14.8 CISCO
14.8.1 COMPANY SNAPSHOT
14.8.2 REVENUE ANALYSIS
14.8.3 GEOGRAPHIC PRESENCE
14.8.4 PRODUCT PORTFOLIO
14.8.5 RECENT DEVELOPMENTS
14.9 BT
14.9.1 COMPANY SNAPSHOT
14.9.2 REVENUE ANALYSIS
14.9.3 GEOGRAPHIC PRESENCE
14.9.4 PRODUCT PORTFOLIO
14.9.5 RECENT DEVELOPMENTS
14.10 VERIZON
14.10.1 COMPANY SNAPSHOT
14.10.2 REVENUE ANALYSIS
14.10.3 GEOGRAPHIC PRESENCE
14.10.4 PRODUCT PORTFOLIO
14.10.5 RECENT DEVELOPMENTS
14.11 AVAYA
14.11.1 COMPANY SNAPSHOT
14.11.2 REVENUE ANALYSIS
14.11.3 GEOGRAPHIC PRESENCE
14.11.4 PRODUCT PORTFOLIO
14.11.5 RECENT DEVELOPMENTS
14.12 VNAGE
14.12.1 COMPANY SNAPSHOT
14.12.2 REVENUE ANALYSIS
14.12.3 GEOGRAPHIC PRESENCE
14.12.4 PRODUCT PORTFOLIO
14.12.5 RECENT DEVELOPMENTS
14.13 8*8
14.13.1 COMPANY SNAPSHOT
14.13.2 REVENUE ANALYSIS
14.13.3 GEOGRAPHIC PRESENCE
14.13.4 PRODUCT PORTFOLIO
14.13.5 RECENT DEVELOPMENTS
14.14 ATOS
14.14.1 COMPANY SNAPSHOT
14.14.2 REVENUE ANALYSIS
14.14.3 GEOGRAPHIC PRESENCE
14.14.4 PRODUCT PORTFOLIO
14.14.5 RECENT DEVELOPMENTS
14.15 TALKDESK
14.15.1 COMPANY SNAPSHOT
14.15.2 REVENUE ANALYSIS
14.15.3 GEOGRAPHIC PRESENCE
14.15.4 PRODUCT PORTFOLIO
14.15.5 RECENT DEVELOPMENTS
14.16 ALCATEL-LUCENT ENTERPRISE
14.16.1 COMPANY SNAPSHOT
14.16.2 REVENUE ANALYSIS
14.16.3 GEOGRAPHIC PRESENCE
14.16.4 PRODUCT PORTFOLIO
14.16.5 RECENT DEVELOPMENTS
14.17 SINCH
14.17.1 COMPANY SNAPSHOT
14.17.2 REVENUE ANALYSIS
14.17.3 GEOGRAPHIC PRESENCE
14.17.4 PRODUCT PORTFOLIO
14.17.5 RECENT DEVELOPMENTS
14.18 ORACLE
14.18.1 COMPANY SNAPSHOT
14.18.2 REVENUE ANALYSIS
14.18.3 GEOGRAPHIC PRESENCE
14.18.4 PRODUCT PORTFOLIO
14.18.5 RECENT DEVELOPMENTS
14.19 LIFESIZE
14.19.1 COMPANY SNAPSHOT
14.19.2 REVENUE ANALYSIS
14.19.3 GEOGRAPHIC PRESENCE
14.19.4 PRODUCT PORTFOLIO
14.19.5 RECENT DEVELOPMENTS
14.20 ASPECT SOFTWARE
14.20.1 COMPANY SNAPSHOT
14.20.2 REVENUE ANALYSIS
14.20.3 GEOGRAPHIC PRESENCE
14.20.4 PRODUCT PORTFOLIO
14.20.5 RECENT DEVELOPMENTS
14.21 AMEYO
14.21.1 COMPANY SNAPSHOT
14.21.2 REVENUE ANALYSIS
14.21.3 GEOGRAPHIC PRESENCE
14.21.4 PRODUCT PORTFOLIO
14.21.5 RECENT DEVELOPMENTS
14.22 AT&T
14.22.1 COMPANY SNAPSHOT
14.22.2 REVENUE ANALYSIS
14.22.3 GEOGRAPHIC PRESENCE
14.22.4 PRODUCT PORTFOLIO
14.22.5 RECENT DEVELOPMENTS
14.23 NEC
14.23.1 COMPANY SNAPSHOT
14.23.2 REVENUE ANALYSIS
14.23.3 GEOGRAPHIC PRESENCE
14.23.4 PRODUCT PORTFOLIO
14.23.5 RECENT DEVELOPMENTS
14.24 ZTE
14.24.1 COMPANY SNAPSHOT
14.24.2 REVENUE ANALYSIS
14.24.3 GEOGRAPHIC PRESENCE
14.24.4 PRODUCT PORTFOLIO
14.24.5 RECENT DEVELOPMENTS
NOTE: THE COMPANIES PROFILED IS NOT EXHAUSTIVE LIST AND IS AS PER OUR PREVIOUS CLIENT REQUIREMENT. WE PROFILE MORE THAN 100 COMPANIES IN OUR STUDY AND HENCE THE LIST OF COMPANIES CAN BE MODIFIED OR REPLACED ON REQUEST
15. RELATED REPORTS
16. QUESTIONNAIRE
17. ABOUT DATA BRIDGE MARKET RESEARCH
