Table of Content

Table of Contents
 
Executive Dashboard
Purpose of this Experiential Study
5 Step Process to Transformational Growth
Key Takeaways of the Total Contact Center Market
Key Takeaways of the Total Contact Center Market (continued)
Forecast Methodology and Assumptions for Total Contact Center Market

Growth Environment—Market Overview: Hosted/Cloud
Strategic Imperatives for Hosted/Cloud Contact Center Solution Providers (CCSPs)
Hosted/Cloud Contact Center Market Definitions
Market Definitions
Drivers and Restraints
Market Forecasts—Hosted/Cloud Contact Centers
Revenue Forecast North America Hosted/Cloud Contact Center Market
Competitive Analysis—Market Share Hosted/Cloud IVR
Competitive Analysis—Market Share Hosted/Cloud ACD
Competitive Analysis—Market Share Hosted/Cloud Outbound Contact
Competitive Analysis—Market Share Hosted/Cloud APO
Competitive Analysis—Market Share Hosted/Cloud Contact Center
Growth Environment—Market Overview: Systems
Strategic Imperatives for Contact Center Systems Providers (CCPs)
North American Contact Center Systems Markets
North American Contact Center Systems Markets (continued)
North American Contact Center Systems Markets (continued)
Drivers and Restraints

Market Forecasts
Revenue Forecast by Product Segment
Market Share—Inbound Contact Routing Systems
Market Share—IVR Systems
Market Share—Outbound Dialer Systems
Market Share—Quality Monitoring Systems
Market Share—Workforce Management
Market Share—Contact Center Analytics
Market Share—Total Contact Center Systems

Visioning Scenarios
Macro to Micro Visioning
Visioning Scenarios for the Contact Center Market

Growth Pipeline
Levers for Growth

Vision and Strategy—Growth Opportunities
Growth Opportunity 1—Omnichannel Customer Experience
Growth Opportunity 2—Customer Experience Analytics
Growth Opportunity 3—Big Data and Analytics/Machine Learning
Growth Opportunity 4—Workforce Engagement Management (WEM)
Growth Opportunity 5—Agent Desktop/Agent Empowerment
Growth Opportunity 6—Virtual Agent/Assistant and Bots
Growth Opportunity 7—Infusion of AI into Customer Contact
Growth Opportunity 8—Chat
Growth Opportunity 9—Messaging Platforms in Customer Service
Growth Opportunity 10—Video
Growth Opportunity 11—BC/DR: Enabling Continuous CX
Last Word—Top Predictions for the Contact Center Market
Legal Disclaimer

Appendix
Abbreviations and Acronyms Used
Abbreviations and Acronyms Used (continued)
List of Exhibits
List of Exhibits (continued)