コンタクトセンタートランスフォーメーションの世界市場2020-2026:コンポーネント別(ソフトウェア、サービス)、展開別、組織規模別、エンドユーザー別、地域別

【英語タイトル】Global Contact Center Transformation Market By Component (Software and Services), By Deployment Type (On-premise and Cloud), By Organization Size (Large Enterprises and Small & Medium Enterprises), By End User (BFSI, Retail & Consumer Goods, Government & Defense, Travel & Hospitality, Healthcare & Life Sciences, Telecom & IT and Others), By Region, Industry Analysis and Forecast, 2020 - 2026

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本市場調査レポートでは、コンタクトセンタートランスフォーメーションの世界市場について、市場範囲・調査手法、市場概要、競争分析、展開別分析、組織規模別分析、エンドユーズ別分析、地域別分析、企業概要などを総合的、多面的に調査・分析しました。
・市場範囲・調査手法
・市場概要
・競争分析
・コンタクトセンタートランスフォーメーションの世界市場規模:コンポーネント別(ソフトウェア、サービス)
・コンタクトセンタートランスフォーメーションの世界市場規模:展開別
・コンタクトセンタートランスフォーメーションの世界市場規模:組織規模別
・コンタクトセンタートランスフォーメーションの世界市場規模:エンドユーズ別
・コンタクトセンタートランスフォーメーションの世界市場規模:地域別
・企業概要
【レポートの概要】

The Global Contact Center Transformation Market size is expected to reach $31.4 billion by 2026, rising at a market growth of 17.4% CAGR during the forecast period. Growth in consumer interaction through social media platforms is projected to fuel market growth over the forecast period. The social media platform makes it easy for an agent to work by providing insight into customer behavior and prior complaints while on a customer call. Agents have a single device that allows them to control all social media networks and can easily switch between them. Different innovations, such as automation and artificial intelligence (AI), further improve technological skills and maximize agent productivity.

Customer loyalty is essentially the primary objective of contact center efficiency because effective customer experience management improves immediate productivity and long-term growth. Transformation automation tools help companies increase the accuracy and reliability of consumer requests and deliver fast customer response. In addition, an integrated automation solution links apps and processes in a common console that helps agents to create a cohesive knowledge base that delivers appropriate data in real time. It helps agents to be liberated from the obligation to manage manual, repetitive tasks, and to concentrate on improving their customer-centric skills.

Call center transformation strategies allow agents to effectively up-sell and cross-sell products alongside the effective handling of a service call. Businesses are increasingly implementing adaptive call-routing technologies, since this platform lets them optimize calls based on client preferences and employee expertise. This can be attributed to a growing demand for the outsourcing of contact center operations. Customers can conveniently link to contact centers with optimized cloud services. Customers also require agents to provide immediate or live assistance. Call Center Transformation Automation Systems help companies channel calls to specific representatives so that appropriate support can be delivered to consumers.

Based on Component, the market is segmented into Software and Services. Software market is further bifurcated across Workforce Engagement, Real Time Repotting & Analytics, Social Media Analytics, Visual Network Analytics & Omnichannel Routing, Voice Biometrics and Others. Based on Deployment Type, the market is segmented into On-premise and Cloud. Based on Organization Size, the market is segmented into Large Enterprises and Small & Medium Enterprises. Based on End User, the market is segmented into BFSI, Retail & Consumer Goods, Government & Defense, Travel & Hospitality, Healthcare & Life Sciences, Telecom & IT and Others. Based on Regions, the market is segmented into North America, Europe, Asia Pacific, and Latin America, Middle East & Africa.

The major strategies followed by the market participants are Partnerships. Based on the Analysis presented in the Cardinal matrix; Microsoft Corporation, AT&T, Inc., and Cisco Systems, Inc. are the forerunners in the Contact Center Transformation Market. Companies such as Genesys Telecommunications Laboratories, Inc., Five9, Inc., and RingCentral, Inc., AGC Networks Ltd., Aculab PLC, Talkdesk, Inc., and SAP SE are some of the key innovators in the market.

The market research report covers the analysis of key stake holders of the market. Key companies profiled in the report include AT&T, Inc., Cisco Systems, Inc., Microsoft Corporation (Metaswitch Networks), RingCentral, Inc., SAP SE, Five9, Inc., AGC Networks Ltd., Talkdesk, Inc., Genesys Telecommunications Laboratories, Inc., and Aculab PLC.

Recent strategies deployed in Contact Center Transformation Market
Partnerships, Collaborations, and Agreements:

Jul-2020: Aculab collaborated with Nomidio following which the latter company integrated Aculab’s VoiSentry voice recognition engine into its cloud-based Identity-as-a-Service (IDaaS) platform. The collaboration would allow Nomidio clients to verify the identities of their customers with voice biometrics.
Jul-2020: Aculab came into partnership with Route One Connect, a specialist in delivering exceptional customer experiences for contact centers using Amazon Connect and the wider AWS ecosystem. Following this partnership, Route One Connect would offer Aculab’s VoiSentry voice biometric solution to its clients for streamlining the identification and verification (ID&V) process for callers.
Jun-2020: AT&T signed an agreement with Salesforce, a cloud-based software company. The agreement was aimed to deliver entirely new connected experiences for AT&T’s millions of customers. AT&T has deployed Salesforce Customer 360 to create a single view of every customer across every touchpoint, whether it happens in person at a storefront, over the phone, in a business setting, or on any AT&T digital property. Salesforce’s Customer 360 would enable AT&T to deliver highly-tailored customer experiences seamlessly across retail, marketing, online, business, and more.
Jun-2020: Genesys announced its collaboration with Avtex, a customer experience (CX) consulting and Technology Company. The latter company has moved to the cloud with the former company. By deploying Genesys Cloud, an all-in-one solution, and the world’s leading public cloud contact center platform, Avtex has a unified technology solution across its support teams, resulting in improved visibility and cost controls.
May-2020: AT&T in collaboration with Cisco, launched Webex Calling with AT&T aimed at expanding access to cloud-based phone capabilities. It would help more businesses transform their voice communications to better adapt to evolving needs using AT&T’s highly secure and reliable network.
May-2020: Genesys came into partnership with Maximus, a provider of government services. The partnership was focused on providing the Maximus Genesys Engagement Platform, an integrated, cloud-based omnichannel contact center solution for federal, state, and local government agencies. Powered by Genesys Engage, the Engagement Platform provides an integrated set of features and functionalities across channels through a single voice and digital user interface.
Mar-2020: AT&T Healthcare collaborated with OrangeHook subsidiary, LifeMedID, and interactive solution provider, Elo. The collaboration was focused on providing a frictionless check-in technology supporting different biometric modalities to reduce patient wait times and boost security. The solution is biometric-agnostic and can be easily customized by healthcare organizations.
Mar-2020: Metaswitch teamed up with Hutchison Drei Austria. Following this collaboration, the latter company selected Metaswitch’s MaX UC portfolio for delivering new converged Unified Communications & Collaboration (UC&C) solutions to its business users.
Jan-2020: Aculab partnered with IPI, the digital contact center specialist. The collaboration integrated Aculab’s VoiSentry voice biometric system into IPI’s speech recognition applications for reducing the friction experienced during the identity and verification process (ID&V) in the contact center.
Jan-2020: Genesys extended its partnership with Microsoft for providing enterprises with a new cloud service for contact centers that enabled them to deliver superior interactions for customers. With the omnichannel customer experience solution, Genesys Engage running on Microsoft Azure, enterprises have the security and scalability they need to manage the complexities involved with connecting every touchpoint throughout the customer journey.
Nov-2019: Cisco entered into partnership with TTEC Holdings, Inc. following which TTEC Digital became the first authorized reseller of Webex Contact Center Enterprise. This Webex Contact Center Enterprise aimed to provide an enterprise-grade CCaaS solution, at their unmatched standards for a highly secure global scale and reach.
Nov-2019: Talkdesk came into partnership with Passage AI, a leader in artificial intelligence (AI)-enabled conversational interfaces. The partnership was focused on delivering sophisticated and highly accurate AI chatbot experiences through the Talkdesk platform. Passage AI’s chatbot technology seamlessly integrated through an app on the Talkdesk platform, and Talkdesk customers can use AI to automatically respond to their customers, thereby lowering Customer Service costs and improving agent productivity.
Oct-2019: RingCentral announced partnership with ConvergeOne, a leading global IT services provider of collaboration and technology solutions. Following the partnership, ConvergeOne provided RingCentral solutions, including RingCentral Office and RingCentral Contact Center, to business customers.
Oct-2019: RingCentral signed partnership agreement with Avaya Holdings, a global leader in solutions to enhance and simplify communications and collaboration. Under this partnership, Avaya introduced Avaya Cloud Office by RingCentral, new global unified communications as a service (UCaaS) solution. Avaya Cloud Office expanded the company’s industry-leading portfolio to offer a full suite of UC, CC, UCaaS, and CCaaS solutions to a global customer base.
Sep-2019: Cisco extended its partnership with Tata Communications, the leading global digital infrastructure provider. This expansion was focused on providing enterprises a secure, fully-managed, multi-channel, intelligent, and cloud-based Cisco Webex Contact Center solution. This joint offering is an end-to-end managed solution with global reach enabled by Tata Communications’ global digital infrastructure and managed services expertise, which companies of all sizes can now leverage for competitive advantage.
Sep-2019: Qualtrics, a subsidiary of SAP SE collaborated with Accenture for changing the traditional approach towards employee engagement by creating more personalized employee experiences. Qualtrics EmployeeXM has been integrated into Accenture’s Intelligent Enterprise Talent and HR solutions and delivered through Accenture myConcerto, an insight-driven digital platform that already harmonized the power of SAP technologies such as SAP SuccessFactors with Accenture’s industry and functional expertise to create exponential business outcomes.
Apr-2019: Metaswitch together with Transaction Network Services (TNS) announced the launch of Call Guardian Authentication Hub, a new hosted STIR/SHAKEN solution. This solution enabled carriers to quickly and economically go-to-market with a call authentication solution.
Apr-2019: Talkdesk signed partnership agreement with Mitel, a global leader in business communications. The partnership was aimed to help enterprises transform to meet the demands of today’s digital consumer. Mitel’s MiCloud Connect CX, a new, all-in-one cloud contact center powered by Talkdesk, offers enterprises an innovative Contact Center as a Service (CCaaS) solution backed by Mitel’s extensive global Unified Communications (UC) and Unified Communications as a Service (UCaaS) footprint.
Acquisition and Mergers:
May-2020: AGC Networks signed an agreement to acquire Fujisoft (along with its associated companies in UAE). Fujisoft is a technology company focused on bringing the best possible technology solutions to customers in the region. The acquisition would increase and strengthen AGC’s presence and offerings in the MEA region. This would also broaden the current solution portfolio of AGC and Black Box across Cloud Computing & Virtualization, Cyber Security, Managed SoC & NoC, Managed Services, Data Center, and Collaboration solutions.
Mar-2020: Genesys acquired nGUVU, a cloud-based software provider of gamified solutions. Through this acquisition, gamification has been added to its comprehensive workforce engagement management (WEM) suite.
Feb-2020: Five9, Inc. signed a definitive agreement to acquire Virtual Observer, formerly known as CSI, an innovative provider of cloud-based Workforce Optimization (WFO). The acquisition strengthened its ability to inspire agents and maximized the quality of customer interactions while reducing costs and maintaining regulatory compliance.
Nov-2019: Five9 took over Whendu, owner of a leading Integration Platform-as-a-Service (iPaaS) platform. The acquisition accelerated the former company’s contact center migration to the cloud by making it easier for enterprises to integrate with their existing environment and carry forward customized business processes.
Oct-2019: Cisco completed the acquisition of CloudCherry, a Customer Experience Management (CEM) company that provides customer journey mapping, out-of-the-box integrations, and predictive analytics. The acquisition enabled the company to transform its contact center from delivering reactive care to providing cutting edge predictive support and move from isolated customer interactions to cohesive, engaging experiences resulting in improved business outcomes.
Jan-2019: AGC Networks acquired Black Box Corporation, a leading digital solutions provider. The acquisition expanded AGC’s presence and offerings in North America. Together, the companies have created a unique organization that has the scale to deliver world-wide technical solutions to the largest and most complex organizations.
Jan-2019: RingCentral signed a definitive agreement to acquire Connect First, a cloud-based outbound/blended customer engagement platform. The acquisition of Connect First complemented its current Customer Engagement portfolio and provided transformative and differentiated customer experiences.
Aug-2016: Genesys announced an agreement to acquire Interactive Intelligence Group, Inc., a global leader of cloud and on-premise solutions for customer engagement, communications, and collaboration. The acquisition would accelerate Genesys’ ability to power the world’s best customer experiences at scale, anytime, anywhere over any channel, in the cloud and on-premise.
Product Launches and Product Expansions:
May-2020: AT&T introduced the AT&T Cloud Contact Center platform. The platform combined robust contact center functionality with AT&T’s global network and a comprehensive suite of voice and collaboration tools.
Feb-2020: Talkdesk released Talkdesk Business Transformation Services for guiding companies through contact center transformations. Business Transformation Services introduced a new and innovative operating model that merged Talkdesk’s industry-leading people, process, technology, and expertise within a customer success outcome methodology.
Jan-2020: Cisco made three developments; an infusion, a new customer experience solution, and a new cloud contact center product. These developments are Cisco (Voicea) and Google Cloud’s Contact Center AI Integrations, Webex Experience Management, and Webex Contact Center Enterprise.
Oct-2019: SAP SE made enhancements to its SAP Digital Interconnect group with the launch of the SAP Contact Center 365 cloud service. This software-based omnichannel contact center service enabled frictionless customer service as part of the overall communications-platform-as-a-service (CPaaS) strategy. SAP Contact Center 365 facilitated seamless communication with customers through their preferred communication channels and equipped managers and team leaders with the tools required to stay a step ahead of customers.
Mar-2019: Five9, Inc. unveiled Spring Release 2019. This expanded the functionality of the Five9 service for addressing the changing nature of business and customer expectations. Spring Release 2019 introduced new capabilities and updates in three key areas such as the ability to adapt the contact center to meet a customer’s specific needs, Enhancements to the reliability, scalability, and security of the cloud contact center, and Empowerment of agents to deliver a superior customer experience.

Scope of the Study
Market Segmentation:

By Component
• Software
o Workforce Engagement
o Real Time Repotting & Analytics
o Social Media Analytics
o Visual Network Analytics & Omnichannel Routing
o Voice Biometrics
o Others
• Services

By Deployment Type
• On-premise
• Cloud

By Organization Size
• Large Enterprises
• Small & Medium Enterprises

By End User
• BFSI
• Retail & Consumer Goods
• Government & Defense
• Travel & Hospitality
• Healthcare & Life Sciences
• Telecom & IT
• Others

By Geography
• North America
o US
o Canada
o Mexico
o Rest of North America
• Europe
o Germany
o UK
o France
o Russia
o Spain
o Italy
o Rest of Europe
• Asia Pacific
o China
o Japan
o India
o South Korea
o Singapore
o Malaysia
o Rest of Asia Pacific
• LAMEA
o Brazil
o Argentina
o UAE
o Saudi Arabia
o South Africa
o Nigeria
o Rest of LAMEA

Companies Profiled
• AT&T, Inc.
• Cisco Systems, Inc.
• Microsoft Corporation (Metaswitch Networks)
• RingCentral, Inc.
• SAP SE
• Five9, Inc.
• AGC Networks Ltd.
• Talkdesk, Inc.
• Genesys Telecommunications Laboratories, Inc.
• Aculab PLC

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【レポートの目次】

Chapter 1. Market Scope & Methodology
1.1 Market Definition
1.2 Objectives
1.3 Market Scope
1.4 Segmentation
1.4.1 Global Contact Center Transformation Market, by Component
1.4.2 Global Contact Center Transformation Market, by Deployment Type
1.4.3 Global Contact Center Transformation Market, by Organization Size
1.4.4 Global Contact Center Transformation Market, by End User
1.4.5 Global Contact Center Transformation Market, by Geography
1.5 Methodology for the research
Chapter 2. Market Overview
2.1 Introduction
2.1.1 Overview
2.1.2 Executive Summary
2.1.3 Market Composition and Scenario
2.2 Key Factors Impacting the Market
2.2.1 Market Drivers
2.2.2 Market Restraints
Chapter 3. Competition Analysis – Global
3.1 KBV Cardinal Matrix
3.2 Recent Industry Wide Strategic Developments
3.2.1 Partnerships, Collaborations and Agreements
3.2.2 Product Launches and Product Expansions
3.2.3 Mergers & Acquisitions
3.3 Top Winning Strategies
3.3.1 Key Leading Strategies: Percentage Distribution (2016-2020)
3.3.2 Key Strategic Move: (Partnerships, Collaborations, and Agreements : 2016, Mar – 2020, Jul) Leading Players
Chapter 4. Global Contact Center Transformation Market by Component
4.1 Global Contact Center Transformation Software Market by Region
4.2 Global Contact Center Transformation Market by Software Type
4.2.1 Global Contact Center Transformation Workforce Engagement Market by Region
4.2.2 Global Contact Center Transformation Real Time Repotting & Analytics Market by Region
4.2.3 Global Contact Center Transformation Social Media Analytics Market by Region
4.2.4 Global Contact Center Transformation Visual Network Analytics & Omnichannel Routing Market by Region
4.2.5 Global Contact Center Transformation Voice Biometrics Market by Region
4.2.6 Global Other Software Type Contact Center Transformation Market by Region
4.3 Global Contact Center Transformation Services Market by Region
Chapter 5. Global Contact Center Transformation Market by Deployment Type
5.1 Global On-premise Contact Center Transformation Market by Region
5.2 Global Cloud Contact Center Transformation Market by Region
Chapter 6. Global Contact Center Transformation Market by Organization Size
6.1 Global Large Enterprises Contact Center Transformation Market by Region
6.2 Global Small & Medium Enterprises Contact Center Transformation Market by Region
Chapter 7. Global Contact Center Transformation Market by End User
7.1 Global BFSI Contact Center Transformation Market by Region
7.2 Global Retail and Consumer Goods Contact Center Transformation Market by Region
7.3 Global Government & Defense Contact Center Transformation Market by Region
7.4 Global Travel & Hospitality Contact Center Transformation Market by Region
7.5 Global Healthcare & Life Sciences Contact Center Transformation Market by Region
7.6 Global Telecom & IT Contact Center Transformation Market by Region
7.7 Global Others Contact Center Transformation Market by Region
Chapter 8. Global Contact Center Transformation Market by Region
8.1 North America Contact Center Transformation Market
8.1.1 North America Contact Center Transformation Market by Component
8.1.1.1 North America Contact Center Transformation Software Market by Country
8.1.1.2 North America Contact Center Transformation Market by Software Type
8.1.1.2.1 North America Contact Center Transformation Workforce Engagement Market by Country
8.1.1.2.2 North America Contact Center Transformation Real Time Repotting & Analytics Market by Country
8.1.1.2.3 North America Contact Center Transformation Social Media Analytics Market by Country
8.1.1.2.4 North America Contact Center Transformation Visual Network Analytics & Omnichannel Routing Market by Country
8.1.1.2.5 North America Contact Center Transformation Voice Biometrics Market by Country
8.1.1.2.6 North America Other Software Type Contact Center Transformation Market by Country
8.1.1.3 North America Contact Center Transformation Services Market by Country
8.1.2 North America Contact Center Transformation Market by Deployment Type
8.1.2.1 North America On-premise Contact Center Transformation Market by Country
8.1.2.2 North America Cloud Contact Center Transformation Market by Country
8.1.3 North America Contact Center Transformation Market by Organization Size
8.1.3.1 North America Large Enterprises Contact Center Transformation Market by Country
8.1.3.2 North America Small & Medium Enterprises Contact Center Transformation Market by Country
8.1.4 North America Contact Center Transformation Market by End User
8.1.4.1 North America BFSI Contact Center Transformation Market by Country
8.1.4.2 North America Retail and Consumer Goods Contact Center Transformation Market by Country
8.1.4.3 North America Government & Defense Contact Center Transformation Market by Country
8.1.4.4 North America Travel & Hospitality Contact Center Transformation Market by Country
8.1.4.5 North America Healthcare & Life Sciences Contact Center Transformation Market by Country
8.1.4.6 North America Telecom & IT Contact Center Transformation Market by Country
8.1.4.7 North America Others Contact Center Transformation Market by Country
8.1.5 North America Contact Center Transformation Market by Country
8.1.5.1 US Contact Center Transformation Market
8.1.5.1.1 US Contact Center Transformation Market by Component
8.1.5.1.2 US Contact Center Transformation Market by Deployment Type
8.1.5.1.3 US Contact Center Transformation Market by Organization Size
8.1.5.1.4 US Contact Center Transformation Market by End User
8.1.5.2 Canada Contact Center Transformation Market
8.1.5.2.1 Canada Contact Center Transformation Market by Component
8.1.5.2.2 Canada Contact Center Transformation Market by Deployment Type
8.1.5.2.3 Canada Contact Center Transformation Market by Organization Size
8.1.5.2.4 Canada Contact Center Transformation Market by End User
8.1.5.3 Mexico Contact Center Transformation Market
8.1.5.3.1 Mexico Contact Center Transformation Market by Component
8.1.5.3.2 Mexico Contact Center Transformation Market by Deployment Type
8.1.5.3.3 Mexico Contact Center Transformation Market by Organization Size
8.1.5.3.4 Mexico Contact Center Transformation Market by End User
8.1.5.4 Rest of North America Contact Center Transformation Market
8.1.5.4.1 Rest of North America Contact Center Transformation Market by Component
8.1.5.4.2 Rest of North America Contact Center Transformation Market by Deployment Type
8.1.5.4.3 Rest of North America Contact Center Transformation Market by Organization Size
8.1.5.4.4 Rest of North America Contact Center Transformation Market by End User
8.2 Europe Contact Center Transformation Market
8.2.1 Europe Contact Center Transformation Market by Component
8.2.1.1 Europe Contact Center Transformation Software Market by Country
8.2.1.2 Europe Contact Center Transformation Market by Software Type
8.2.1.2.1 Europe Contact Center Transformation Workforce Engagement Market by Country
8.2.1.2.2 Europe Contact Center Transformation Real Time Repotting & Analytics Market by Country
8.2.1.2.3 Europe Contact Center Transformation Social Media Analytics Market by Country
8.2.1.2.4 Europe Contact Center Transformation Visual Network Analytics & Omnichannel Routing Market by Country
8.2.1.2.5 Europe Contact Center Transformation Voice Biometrics Market by Country
8.2.1.2.6 Europe Other Software Type Contact Center Transformation Market by Country
8.2.1.3 Europe Contact Center Transformation Services Market by Country
8.2.2 Europe Contact Center Transformation Market by Deployment Type
8.2.2.1 Europe On-premise Contact Center Transformation Market by Country
8.2.2.2 Europe Cloud Contact Center Transformation Market by Country
8.2.3 Europe Contact Center Transformation Market by Organization Size
8.2.3.1 Europe Large Enterprises Contact Center Transformation Market by Country
8.2.3.2 Europe Small & Medium Enterprises Contact Center Transformation Market by Country
8.2.4 Europe Contact Center Transformation Market by End User
8.2.4.1 Europe BFSI Contact Center Transformation Market by Country
8.2.4.2 Europe Retail and Consumer Goods Contact Center Transformation Market by Country
8.2.4.3 Europe Government & Defense Contact Center Transformation Market by Country
8.2.4.4 Europe Travel & Hospitality Contact Center Transformation Market by Country
8.2.4.5 Europe Healthcare & Life Sciences Contact Center Transformation Market by Country
8.2.4.6 Europe Telecom & IT Contact Center Transformation Market by Country
8.2.4.7 Europe Others Contact Center Transformation Market by Country
8.2.5 Europe Contact Center Transformation Market by Country
8.2.5.1 Germany Contact Center Transformation Market
8.2.5.1.1 Germany Contact Center Transformation Market by Component
8.2.5.1.2 Germany Contact Center Transformation Market by Deployment Type
8.2.5.1.3 Germany Contact Center Transformation Market by Organization Size
8.2.5.1.4 Germany Contact Center Transformation Market by End User
8.2.5.2 UK Contact Center Transformation Market
8.2.5.2.1 UK Contact Center Transformation Market by Component
8.2.5.2.2 UK Contact Center Transformation Market by Deployment Type
8.2.5.2.3 UK Contact Center Transformation Market by Organization Size
8.2.5.2.4 UK Contact Center Transformation Market by End User
8.2.5.3 France Contact Center Transformation Market
8.2.5.3.1 France Contact Center Transformation Market by Component
8.2.5.3.2 France Contact Center Transformation Market by Deployment Type
8.2.5.3.3 France Contact Center Transformation Market by Organization Size
8.2.5.3.4 France Contact Center Transformation Market by End User
8.2.5.4 Russia Contact Center Transformation Market
8.2.5.4.1 Russia Contact Center Transformation Market by Component
8.2.5.4.2 Russia Contact Center Transformation Market by Deployment Type
8.2.5.4.3 Russia Contact Center Transformation Market by Organization Size
8.2.5.4.4 Russia Contact Center Transformation Market by End User
8.2.5.5 Spain Contact Center Transformation Market
8.2.5.5.1 Spain Contact Center Transformation Market by Component
8.2.5.5.2 Spain Contact Center Transformation Market by Deployment Type
8.2.5.5.3 Spain Contact Center Transformation Market by Organization Size
8.2.5.5.4 Spain Contact Center Transformation Market by End User
8.2.5.6 Italy Contact Center Transformation Market
8.2.5.6.1 Italy Contact Center Transformation Market by Component
8.2.5.6.2 Italy Contact Center Transformation Market by Deployment Type
8.2.5.6.3 Italy Contact Center Transformation Market by Organization Size
8.2.5.6.4 Italy Contact Center Transformation Market by End User
8.2.5.7 Rest of Europe Contact Center Transformation Market
8.2.5.7.1 Rest of Europe Contact Center Transformation Market by Component
8.2.5.7.2 Rest of Europe Contact Center Transformation Market by Deployment Type
8.2.5.7.3 Rest of Europe Contact Center Transformation Market by Organization Size
8.2.5.7.4 Rest of Europe Contact Center Transformation Market by End User
8.3 Asia Pacific Contact Center Transformation Market
8.3.1 Asia Pacific Contact Center Transformation Market by Component
8.3.1.1 Asia Pacific Contact Center Transformation Software Market by Country
8.3.1.2 Asia Pacific Contact Center Transformation Market by Software Type
8.3.1.2.1 Asia Pacific Contact Center Transformation Workforce Engagement Market by Country
8.3.1.2.2 Asia Pacific Contact Center Transformation Real Time Repotting & Analytics Market by Country
8.3.1.2.3 Asia Pacific Contact Center Transformation Social Media Analytics Market by Country
8.3.1.2.4 Asia Pacific Contact Center Transformation Visual Network Analytics & Omnichannel Routing Market by Country
8.3.1.2.5 Asia Pacific Contact Center Transformation Voice Biometrics Market by Country
8.3.1.2.6 Asia Pacific Other Software Type Contact Center Transformation Market by Country
8.3.1.3 Asia Pacific Contact Center Transformation Services Market by Country
8.3.2 Asia Pacific Contact Center Transformation Market by Deployment Type
8.3.2.1 Asia Pacific On-premise Contact Center Transformation Market by Country
8.3.2.2 Asia Pacific Cloud Contact Center Transformation Market by Country
8.3.3 Asia Pacific Contact Center Transformation Market by Organization Size
8.3.3.1 Asia Pacific Large Enterprises Contact Center Transformation Market by Country
8.3.3.2 Asia Pacific Small & Medium Enterprises Contact Center Transformation Market by Country
8.3.4 Asia Pacific Contact Center Transformation Market by End User
8.3.4.1 Asia Pacific BFSI Contact Center Transformation Market by Country
8.3.4.2 Asia Pacific Retail and Consumer Goods Contact Center Transformation Market by Country
8.3.4.3 Asia Pacific Government & Defense Contact Center Transformation Market by Country
8.3.4.4 Asia Pacific Travel & Hospitality Contact Center Transformation Market by Country
8.3.4.5 Asia Pacific Healthcare & Life Sciences Contact Center Transformation Market by Country
8.3.4.6 Asia Pacific Telecom & IT Contact Center Transformation Market by Country
8.3.4.7 Asia Pacific Others Contact Center Transformation Market by Country
8.3.5 Asia Pacific Contact Center Transformation Market by Country
8.3.5.1 China Contact Center Transformation Market
8.3.5.1.1 China Contact Center Transformation Market by Component
8.3.5.1.2 China Contact Center Transformation Market by Deployment Type
8.3.5.1.3 China Contact Center Transformation Market by Organization Size
8.3.5.1.4 China Contact Center Transformation Market by End User
8.3.5.2 Japan Contact Center Transformation Market
8.3.5.2.1 Japan Contact Center Transformation Market by Component
8.3.5.2.2 Japan Contact Center Transformation Market by Deployment Type
8.3.5.2.3 Japan Contact Center Transformation Market by Organization Size
8.3.5.2.4 Japan Contact Center Transformation Market by End User
8.3.5.3 India Contact Center Transformation Market
8.3.5.3.1 India Contact Center Transformation Market by Component
8.3.5.3.2 India Contact Center Transformation Market by Deployment Type
8.3.5.3.3 India Contact Center Transformation Market by Organization Size
8.3.5.3.4 India Contact Center Transformation Market by End User
8.3.5.4 South Korea Contact Center Transformation Market
8.3.5.4.1 South Korea Contact Center Transformation Market by Component
8.3.5.4.2 South Korea Contact Center Transformation Market by Deployment Type
8.3.5.4.3 South Korea Contact Center Transformation Market by Organization Size
8.3.5.4.4 South Korea Contact Center Transformation Market by End User
8.3.5.5 Singapore Contact Center Transformation Market
8.3.5.5.1 Singapore Contact Center Transformation Market by Component
8.3.5.5.2 Singapore Contact Center Transformation Market by Deployment Type
8.3.5.5.3 Singapore Contact Center Transformation Market by Organization Size
8.3.5.5.4 Singapore Contact Center Transformation Market by End User
8.3.5.6 Malaysia Contact Center Transformation Market
8.3.5.6.1 Malaysia Contact Center Transformation Market by Component
8.3.5.6.2 Malaysia Contact Center Transformation Market by Deployment Type
8.3.5.6.3 Malaysia Contact Center Transformation Market by Organization Size
8.3.5.6.4 Malaysia Contact Center Transformation Market by End User
8.3.5.7 Rest of Asia Pacific Contact Center Transformation Market
8.3.5.7.1 Rest of Asia Pacific Contact Center Transformation Market by Component
8.3.5.7.2 Rest of Asia Pacific Contact Center Transformation Market by Deployment Type
8.3.5.7.3 Rest of Asia Pacific Contact Center Transformation Market by Organization Size
8.3.5.7.4 Rest of Asia Pacific Contact Center Transformation Market by End User
8.4 LAMEA Contact Center Transformation Market
8.4.1 LAMEA Contact Center Transformation Market by Component
8.4.1.1 LAMEA Contact Center Transformation Software Market by Country
8.4.1.2 LAMEA Contact Center Transformation Market by Software Type
8.4.1.2.1 LAMEA Contact Center Transformation Workforce Engagement Market by Country
8.4.1.2.2 LAMEA Contact Center Transformation Real Time Repotting & Analytics Market by Country
8.4.1.2.3 LAMEA Contact Center Transformation Social Media Analytics Market by Country
8.4.1.2.4 LAMEA Contact Center Transformation Visual Network Analytics & Omnichannel Routing Market by Country
8.4.1.2.5 LAMEA Contact Center Transformation Voice Biometrics Market by Country
8.4.1.2.6 LAMEA Other Software Type Contact Center Transformation Market by Country
8.4.1.3 LAMEA Contact Center Transformation Services Market by Country
8.4.2 LAMEA Contact Center Transformation Market by Deployment Type
8.4.2.1 LAMEA On-premise Contact Center Transformation Market by Country
8.4.2.2 LAMEA Cloud Contact Center Transformation Market by Country
8.4.3 LAMEA Contact Center Transformation Market by Organization Size
8.4.3.1 LAMEA Large Enterprises Contact Center Transformation Market by Country
8.4.3.2 LAMEA Small & Medium Enterprises Contact Center Transformation Market by Country
8.4.4 LAMEA Contact Center Transformation Market by End User
8.4.4.1 LAMEA BFSI Contact Center Transformation Market by Country
8.4.4.2 LAMEA Retail and Consumer Goods Contact Center Transformation Market by Country
8.4.4.3 LAMEA Government & Defense Contact Center Transformation Market by Country
8.4.4.4 LAMEA Travel & Hospitality Contact Center Transformation Market by Country
8.4.4.5 LAMEA Healthcare & Life Sciences Contact Center Transformation Market by Country
8.4.4.6 LAMEA Telecom & IT Contact Center Transformation Market by Country
8.4.4.7 LAMEA Others Contact Center Transformation Market by Country
8.4.5 LAMEA Contact Center Transformation Market by Country
8.4.5.1 Brazil Contact Center Transformation Market
8.4.5.1.1 Brazil Contact Center Transformation Market by Component
8.4.5.1.2 Brazil Contact Center Transformation Market by Deployment Type
8.4.5.1.3 Brazil Contact Center Transformation Market by Organization Size
8.4.5.1.4 Brazil Contact Center Transformation Market by End User
8.4.5.2 Argentina Contact Center Transformation Market
8.4.5.2.1 Argentina Contact Center Transformation Market by Component
8.4.5.2.2 Argentina Contact Center Transformation Market by Deployment Type
8.4.5.2.3 Argentina Contact Center Transformation Market by Organization Size
8.4.5.2.4 Argentina Contact Center Transformation Market by End User
8.4.5.3 UAE Contact Center Transformation Market
8.4.5.3.1 UAE Contact Center Transformation Market by Component
8.4.5.3.2 UAE Contact Center Transformation Market by Deployment Type
8.4.5.3.3 UAE Contact Center Transformation Market by Organization Size
8.4.5.3.4 UAE Contact Center Transformation Market by End User
8.4.5.4 Saudi Arabia Contact Center Transformation Market
8.4.5.4.1 Saudi Arabia Contact Center Transformation Market by Component
8.4.5.4.2 Saudi Arabia Contact Center Transformation Market by Deployment Type
8.4.5.4.3 Saudi Arabia Contact Center Transformation Market by Organization Size
8.4.5.4.4 Saudi Arabia Contact Center Transformation Market by End User
8.4.5.5 South Africa Contact Center Transformation Market
8.4.5.5.1 South Africa Contact Center Transformation Market by Component
8.4.5.5.2 South Africa Contact Center Transformation Market by Deployment Type
8.4.5.5.3 South Africa Contact Center Transformation Market by Organization Size
8.4.5.5.4 South Africa Contact Center Transformation Market by End User
8.4.5.6 Nigeria Contact Center Transformation Market
8.4.5.6.1 Nigeria Contact Center Transformation Market by Component
8.4.5.6.2 Nigeria Contact Center Transformation Market by Deployment Type
8.4.5.6.3 Nigeria Contact Center Transformation Market by Organization Size
8.4.5.6.4 Nigeria Contact Center Transformation Market by End User
8.4.5.7 Rest of LAMEA Contact Center Transformation Market
8.4.5.7.1 Rest of LAMEA Contact Center Transformation Market by Component
8.4.5.7.2 Rest of LAMEA Contact Center Transformation Market by Deployment Type
8.4.5.7.3 Rest of LAMEA Contact Center Transformation Market by Organization Size
8.4.5.7.4 Rest of LAMEA Contact Center Transformation Market by End User
Chapter 9. Company Profiles
9.1 AT&T, Inc.
9.1.1 Company Overview
9.1.2 Financial Analysis
9.1.3 Segmental and Regional Analysis
9.1.1 Research & Development Expense
9.1.2 Recent strategies and developments:
9.1.2.1 Partnerships, Collaborations, and Agreements:
9.1.2.2 Product Launches and Product Expansions:
9.1.3 SWOT Analysis
9.2 Cisco Systems, Inc.
9.2.1 Company Overview
9.2.2 Financial Analysis
9.2.3 Segmental and Regional Analysis
9.2.4 Research & Development Expense
9.2.5 Recent strategies and developments:
9.2.5.1 Partnerships, Collaborations, and Agreements:
9.2.5.2 Acquisition and Mergers:
9.2.5.3 Product Launches and Product Expansions:
9.2.6 SWOT Analysis
9.3 Microsoft Corporation (Metaswitch Networks)
9.3.1 Company Overview
9.3.2 Financial Analysis
9.3.3 Segmental and Regional Analysis
9.3.4 Research & Development Expenses
9.3.5 Recent strategies and developments:
9.3.5.1 Partnerships, Collaborations, and Agreements:
9.3.6 SWOT Analysis
9.4 RingCentral, Inc.
9.4.1 Company Overview
9.4.2 Financial Analysis
9.4.3 Regional Analysis
9.4.4 Research & Development Expense
9.4.5 Recent strategies and developments:
9.4.5.1 Partnerships, Collaborations, and Agreements:
9.4.5.2 Acquisition and Mergers:
9.5 SAP SE
9.5.1 Company Overview
9.5.2 Financial Analysis
9.5.3 Segmental and Regional Analysis
9.5.4 Research & Development Expense
9.5.5 Recent strategies and developments:
9.5.5.1 Partnerships, Collaborations, and Agreements:
9.5.5.2 Product Launches and Product Expansions:
9.5.6 SWOT Analysis
9.6 Five9, Inc.
9.6.1 Company Overview
9.6.2 Financial Analysis
9.6.3 Regional Analysis
9.6.4 Research & Development Expense
9.6.5 Recent strategies and developments:
9.6.5.1 Partnerships, Collaborations, and Agreements:
9.6.5.2 Acquisition and Mergers:
9.6.5.3 Product Launches and Product Expansions:
9.7 AGC Networks Ltd.
9.7.1 Company Overview
9.7.2 Financial Analysis
9.7.3 Segmental Analysis
9.7.4 Recent strategies and developments:
9.7.4.1 Partnerships, Collaborations, and Agreements:
9.7.4.2 Acquisition and Mergers:
9.8 Talkdesk, Inc.
9.8.1 Company Overview
9.8.2 Recent strategies and developments:
9.8.2.1 Partnerships, Collaborations, and Agreements:
9.8.2.2 Product Launches and Product Expansions:
9.9 Genesys Telecommunications Laboratories, Inc.
9.9.1 Company Overview
9.9.2 Recent strategies and developments:
9.9.2.1 Partnerships, Collaborations, and Agreements:
9.9.2.2 Acquisition and Mergers:
9.1 Aculab PLC
9.10.1 Company overview
9.10.2 Recent strategies and developments:
9.10.2.1 Partnerships, Collaborations, and Agreements:
9.10.2.2 Product Launches and Product Expansions:



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