In 2017, the global Contact Center Systems market size was xx million US$ and it is expected to reach xx million US$ by the end of 2025, with a CAGR of xx% during 2018-2025.
The Global Contact Center Systems Market status, future forecast, growth opportunity, key market and key players. The study objectives are to present the Contact Center Systems development in United States, Europe and China.
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.
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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 key players covered in this study
Cisco Systems
3CLogic
Aspect Software
Genesys
Five9
Oracle
IBM
InContact
Market segment by Type, the product can be split into
Cloud
On Premise
Market segment by Application, split into
Healthcare
Financial Services
Telecommunication
Retail
Government
Transportation Sector
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The study objectives of this report are:
To analyze global Contact Center Systems status, future forecast, growth opportunity, key market and key players.
To present the Contact Center Systems development in United States, Europe and China.
To strategically profile the key players and comprehensively analyze their development plan and strategies.
To define, describe and forecast the market by product type, market and key regions.
Major Points from Tables of Content:
Chapter One: Report Overview
Chapter Two: Global Growth Trends
Chapter Three: Market Share by Key Players
Chapter Four: Breakdown Data by Type and Application
Chapter Five: United States
Chapter Six: Europe
Chapter Seven: China
Chapter Eight: Japan
Chapter Nine: Southeast Asia
Chapter Ten: India
Chapter Eleven: Central & South America
Chapter Twelve: International Players Profiles
Chapter Thirteen: Market Forecast 2018-2025
Chapter Fourteen: Analyst's Viewpoints/Conclusions
Chapter Fifteen: Appendix
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