Dallas, Texas (PRWEB) October 21, 2014
One of the most important trends in the market is the emergence of social media technologies. Many clients are adopting this technology as the response rate is high in social media such as email, phone, and live online chat, and it gives them instant access to customer information.
Analysts forecast the Global Contact Center market will grow at a CAGR of 8.81 percent over the period 2013-2018. According to the report, one of the major factors driving the growth in this market is an increase in advanced communication technologies. Organizations adopt multiple channels in contact centers through cutting-edge modern technologies such as BI tools that help in managing and analyzing large amounts of data, and provide fast and efficient customer service.
A contact center is the central point in an enterprise from which all customer contacts are managed. A contact center plays a prominent role within enterprise wide customer management strategies. Currently, contact centers are embracing new technologies to offer a multichannel experience. This results in a coherent customer experience and meeting customer expectations with advanced levels of interactions channels. It helps client firms to increase their operational efficiency, enhance customer experience, concentrate on their core competencies, reduce time to market, obtain access to fresh talent and experience along with latest technologies, and build an organization with an economical cost structure in the long run.
Covered in this Report
This report covers the present scenario and the growth prospects of the Global Contact Center market for the period 2014-2018. The Global Contact Center market is categorized by two main segments: Hosted and On-premises. The report covers the Americas, the EMEA and APAC regions; it also covers Global Contact Center market landscape and its growth prospects in the coming years.
The Global Contact Center Market 2014-2018 has been prepared based on an in-depth market analysis with inputs from industry experts. The report also includes a detailed discussion of the key vendors operating in this market and their market shares.
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The report recognizes the following companies as the key players in the Global Contact Center Market: Alcatel-Lucent S.A., Avaya, Cisco Systems Inc. and Huawei Technologies Co. Ltd.
Other Prominent Vendors in the market are: Altitude, Aspect, Fujitsu, Genesys, HP, Interactive Intelligence, NEC, Noble Systems, Oracle, ShoreTel, Siemens Enterprise Communications, Toshiba and Vertical Networks.
Key Market Driver
- Growing Role of Advanced Communication Technologies
- For a full, detailed list, view our report
Key Market Trend
- Growing Popularity of Social Media
- For a full, detailed list, view our report
Further, the report states that one of the most important factors affecting the market growth is the rise in employee attrition rates. Employment at contact centers is frequently taken up on a temporary or part-time basis and hence the turnover rate of employees is high in this market.
Key Questions Answered in this Report
- What will the market size be in 2018 and what will the growth rate be?
- What are the key market trends?
- What is driving this market?
- What are the challenges to market growth?
- Who are the key vendors in this market space?
- What are the market opportunities and threats faced by the key vendors?
- What are the strengths and weaknesses of the key vendors?
List of Exhibits:
Exhibit 1: Market Research Methodology
Exhibit 2: Global Contact Centre market
Exhibit 3: Global Contact Center market 2013-2018 (US$ billion)
Exhibit 4: Global Contact Center market by technology, 2013
Exhibit 5: Global Contact Center market by deployment 2013
Exhibit 6: Global On-premise Contact center market 2014-2018 (US$ billion)
Exhibit 7: Global Hosted Contact center market 2014-2018 (US$ billion)
Exhibit 8: Global contact Center market by Geographical Segmentation 2013
Exhibit 9: Global BPO segment in manufacturing market by Geographical Segmentation 2014-2018
Exhibit 10: Business Segmentation of Avaya
Exhibit 11: Cisco Systems: Business Segmentation by Revenue 2013
Exhibit 12: Cisco Systems: Business Segmentation by Revenue 2011-2013 (US$ billion)
Exhibit 13: Cisco Systems: Geographical Segmentation by Revenue 2013
Exhibit 14: Huawei Technologies Ltd: Business Segmentation by Revenue 2013
Exhibit 15: Huawei Technologies Ltd: Business Segmentation by Revenue 2012 and 2013 (US$ million)
Exhibit 16: Huawei Technologies Ltd: Sales by Geography 2013
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