TABLE OF CONTENTS
1 INTRODUCTION 49
1.1 OBJECTIVES OF THE STUDY 49
1.2 MARKET DEFINITION 49
1.3 OVERVIEW OF GLOBAL CALL CENTER PLATFORMS MARKET 50
1.4 LIMITATIONS 51
1.5 MARKETS COVERED 51
2 MARKET SEGMENTATION 56
2.1 MARKETS COVERED 56
2.2 GEOGRAPHICAL SCOPE 57
2.3 YEARS CONSIDERED FOR THE STUDY 58
2.4 CURRENCY AND PRICING 58
2.5 DBMR TRIPOD DATA VALIDATION MODEL 59
2.6 PRIMARY INTERVIEWS WITH KEY OPINION LEADERS 62
2.7 DBMR MARKET POSITION GRID 63
2.8 MULTIVARIATE MODELING 64
2.9 PRODUCTS LIFELINE CURVE 65
2.10 SECONDARY SOURCES 66
2.11 ASSUMPTIONS 66
3 MARKET OVERVIEW 67
3.1 DRIVERS 69
3.1.1 GROWING INVESTMENT IN NEW DIGITAL TECHNOLOGIES 69
3.1.2 GROWING UTILIZATION OF OMNICHANNEL COMMUNICATIONS FOR IMPROVING THE CUSTOMER SATISFACTION 69
3.1.3 ADPOTION OF CALL CENTER SOFTWARE ACROSS VARIOUS INDUSTRIES 70
3.2 RESTRAINT 71
3.2.1 DIFFICULT TO INTEGRATE WITH LEGACY SYSTEMS 71
3.3 OPPORTUNITIES 72
3.3.1 GROWING USAGE OF SOCIAL MEDIA IN BUSINESS 72
3.3.2 ADVANCEMENTS IN TECHNOLOGIES SUCH AS ARTIFICIAL INTELLIGENCE AND VOICE ANALYTICS 72
3.4 CHALLENGE 73
3.4.1 CONSTANT NEED TO TRAIN CONTACT CENTER EMPLOYEES DUE TO HIGH ATTRITION RATE 73
4 EXECUTIVE SUMMARY 74
5 PREMIUM INSIGHTS 78
?
6 GLOBAL CALL CENTER PLATFORMS MARKET, BY OFFERING 80
6.1 OVERVIEW 81
6.2 SOFTWARE 83
6.2.1.1 INTERACTIVE VOICE RESPONSE (IVR) 84
6.2.1.2 AUTOMATIC CALL DISTRIBUTION (ACD) 84
6.2.1.3 COMPUTER TELEPHONY INTEGRATION (CTI) 84
6.2.1.4 DIALER 84
6.2.1.4.1 PREDICTIVE DIALER 84
6.2.1.4.2 PARALLEL PREDICTIVE DIALER (PPD) 84
6.2.1.4.3 PROGRESSIVE DIALER 84
6.2.1.4.4 PREVIEW DIALER 85
6.2.1.5 CALL CENTER MONITORING 85
6.2.1.6 CUSTOMER COLLABORATION 85
6.2.1.7 CALL RECORDING 85
6.2.1.8 WORKFORCE OPTIMIZATION 85
6.2.1.9 REPORT ANALYTICS 85
6.2.1.10 OTHERS 85
6.3 SERVICE 86
6.3.1.1 MANAGED SERVICE 86
6.3.1.2 PROFESSIONAL SERVICE 86
6.3.1.2.1 TRAINING & CONSULTING 87
6.3.1.2.2 INTEGRATION & IMPLEMENTATION 87
6.3.1.2.3 SUPPORT & MAINTENANCE 87
7 GLOBAL CALL CENTER PLATFORMS MARKET, BY PLATFORM 88
7.1 OVERVIEW 89
7.2 OUTBOUND DIALER 91
7.3 INBOUND VOICE 91
7.4 WEB CHAT 92
7.5 OMNICHANNEL AGENT 92
7.6 SOCIAL MEDIA 93
7.7 E-MAILS 93
7.8 MESSAGING 94
7.9 OTHER 94
8 GLOBAL CALL CENTER PLATFORMS MARKET, BY DEPLOYMENT MODEL 95
8.1 OVERVIEW 96
8.2 CLOUD 97
8.3 ON-PREMISE 97
8.4 HYBRID 98
9 GLOBAL CALL CENTER PLATFORMS MARKET, BY ORGANIZATION SIZE 99
9.1 OVERVIEW 100
9.2 LARGE ORGANIZATION 102
9.3 SMALL & MEDIUM ORGANIZATION 102
10 GLOBAL CALL CENTER PLATFORMS MARKET, BY INDUSTRY 103
10.1 OVERVIEW 104
10.2 IT AND TELECOMMUNICATION 105
10.2.1.1 SOFTWARE 106
10.2.1.2 SERVICE 106
10.3 BANKING, FINANCIAL SERVICE AND INSURANCE 106
10.3.1.1 SOFTWARE 107
10.3.1.2 SERVICE 107
10.4 RETAIL 107
10.4.1.1 SOFTWARE 108
10.4.1.2 SERVICE 108
10.5 HEALTHCARE 108
10.5.1.1 SOFTWARE 109
10.5.1.2 SERVICE 109
10.6 GOVERNMENT 109
10.6.1.1 SOFTWARE 110
10.6.1.2 SERVICE 110
10.7 TRAVEL & HOSPITALITY 110
10.7.1.1 SOFTWARE 111
10.7.1.2 SERVICE 111
10.8 TRANSPORT & LOGISTICS 111
10.8.1.1 SOFTWARE 112
10.8.1.2 SERVICE 112
10.9 MEDIA & ENTERTAINMENT 112
10.9.1.1 SOFTWARE 113
10.9.1.2 SERVICE 113
10.10 EDUCATION 113
10.10.1.1 SOFTWARE 114
10.10.1.2 SERVICE 114
10.11 MANUFACTURING 114
10.11.1.1 SOFTWARE 115
10.11.1.2 SERVICE 115
10.12 ENERGY & UTILITIES 115
10.12.1.1 SOFTWARE 116
10.12.1.2 SERVICE 116
10.13 OTHERS 116
11 GLOBAL CALL CENTER PLATFORMS MARKET, BY GEOGRAPHY 117
11.1 OVERVIEW 118
11.2 NORTH AMERICA 123
11.2.1 U.S. 133
11.2.2 CANADA 140
11.2.3 MEXICO 147
11.3 SOUTH AMERICA 154
11.3.1 BRAZIL 164
11.3.2 ARGENTINA 171
11.3.3 REST OF SOUTH AMERICA 178
11.4 ASIA-PACIFIC 179
11.4.1 CHINA 189
11.4.2 JAPAN 195
11.4.3 SOUTH KOREA 202
11.4.4 INDIA 209
11.4.5 AUSTRALIA 216
11.4.6 SINGAPORE 223
11.4.7 MALAYSIA 230
11.4.8 THAILAND 237
11.4.9 PHILIPPINES 244
11.4.10 INDONESIA 251
11.4.11 REST OF ASIA-PACIFIC 257
11.5 MIDDLE EAST AND AFRICA 258
11.5.1 SAUDI ARABIA 268
11.5.2 U.A.E. 275
11.5.3 SOUTH AFRICA 282
11.5.4 EGYPT 289
11.5.5 ISRAEL 296
11.5.6 REST OF MIDDLE EAST AND AFRICA 303
11.6 EUROPE 304
11.6.1 GERMANY 314
11.6.2 U.K. 321
11.6.3 FRANCE 328
11.6.4 ITALY 335
11.6.5 SPAIN 342
11.6.6 NETHERLANDS 349
11.6.7 SWITZERLAND 356
11.6.8 RUSSIA 363
11.6.9 BELGIUM 370
11.6.10 TURKEY 377
11.6.11 REST OF EUROPE 384
12 COMPANY PROFILE 385
12.1 IBM CORPORATION 385
12.1.1 COMPANY SNAPSHOT 385
12.1.2 REVENUE ANALYSIS 385
12.1.3 COMPANY SHARE ANALYSIS 386
12.1.4 SOLUTION PORTFOLIO 386
12.1.5 RECENT DEVELOPMENTS 386
12.2 GENESYS 387
12.2.1 COMPANY SNAPSHOT 387
12.2.2 COMPANY SHARE ANALYSIS 387
12.2.3 SOFTWARE PORTFOLIO 388
12.2.4 RECENT DEVELOPMENT 388
12.3 FIVE9, INC. 389
12.3.1 COMPANY SNAPSHOT 389
12.3.2 PRODUCT ANALYSIS 389
12.3.3 COMPANY SHARE ANALYSIS 390
12.3.4 PRODUCT PORTFOLIO 390
12.3.5 RECENT DEVELOPMENT 390
12.4 NICE INCONTACT 391
12.4.1 COMPANY SNAPSHOT 391
12.4.2 391
12.4.3 SOLUTION PORTFOLIO 392
12.4.4 RECENT DEVELOPMENT 392
12.5 CISCO SYSTEMS, INC. 393
12.5.1 COMPANY SNAPSHOT 393
12.5.2 PRODUCT ANALYSIS 393
12.5.3 COMPANY SHARE ANALYSIS 394
12.5.4 PRODUCT PORTFOLIO 394
12.5.5 RECENT DEVELOPMENT 394
12.6 AAVAZ 395
12.6.1 COMPANY SNAPSHOT 395
12.6.2 PRODUCT PORTFOLIO 395
12.6.3 RECENT DEVELOPMENT 395
12.7 AMAZON WEB SERVICE, INC. 396
12.7.1 COMPANY SNAPSHOT 396
12.7.2 SERVICE PORTFOLIO 396
12.7.3 RECENT DEVELOPMENT 396
12.8 AMEYO 397
12.8.1 COMPANY SNAPSHOT 397
12.8.2 SOLUTION PORTFOLIO 397
12.8.3 RECENT DEVELOPMENT 397
12.9 ASPECT SOFTWARE, INC. 398
12.9.1 COMPANY SNAPSHOT 398
12.9.2 PRODUCT PORTFOLIO 398
12.9.3 RECENT DEVELOPMENT 398
12.10 AVAYA INC. 399
12.10.1 COMPANY SNAPSHOT 399
12.10.2 PRODUCT ANALYSIS 399
12.10.3 PRODUCT PORTFOLIO 400
12.10.4 RECENT DEVELOPMENT 400
12.11 CREATIVE VIRTUAL LTD. 401
12.11.1 COMPANY SNAPSHOT 401
12.11.2 SOLUTION PORTFOLIO 401
12.11.3 RECENT DEVELOPMENT 401
12.12 DIALPAD, INC 402
12.12.1 COMPANY SNAPSHOT 402
12.12.2 PRODUCT PORTFOLIO 402
12.12.3 RECENT DEVELOPMENT 402
12.13 DIXA 403
12.13.1 COMPANY SNAPSHOT 403
12.13.2 SOLUTION PORTFOLIO 403
12.13.3 RECENT DEVELOPMENT 403
12.14 MITEL NETWORKS CORP 404
12.14.1 COMPANY SNAPSHOT 404
12.14.2 PRODUCT PORTFOLIO 404
12.14.3 RECENT DEVELOPMENT 404
12.15 NUANCE COMMUNICATIONS, INC. 405
12.15.1 COMPANY SNAPSHOT 405
12.15.2 REVENUE ANALYSIS 405
12.15.3 SOLUTION PORTFOLIO 406
12.15.4 RECENT DEVELOPMENT 406
12.16 0RACLE 407
12.16.1 COMPANY SNAPSHOT 407
12.16.2 REVENUE ANALYSIS 407
12.16.3 SERVICE PORTFOLIO 408
12.16.4 RECENT DEVELOPMENTS 408
12.17 SAP SE 409
12.17.1 COMPANY SNAPSHOT 409
12.17.2 REVENUE ANALYSIS 409
12.17.3 PRODUCT PORTFOLIO 410
12.17.4 RECENT DEVELOPMENT 410
12.18 TALKDESK, INC. 411
12.18.1 COMPANY SNAPSHOT 411
12.18.2 PRODUCT PORTFOLIO 411
12.18.3 RECENT DEVELOPMENTS 411
12.19 VICIHOST 412
12.19.1 COMPANY SNAPSHOT 412
12.19.2 SOLUTION PORTFOLIO 412
12.19.3 RECENT DEVELOPMENT 412
12.20 ZENDESK 413
12.20.1 COMPANY SNAPSHOT 413
12.20.2 PRODUCT ANALYSIS 413
12.20.3 PRODUCT PORTFOLIO 414
12.20.4 RECENT DEVELOPMENT 414
12.21 8X8, INC 415
12.21.1 COMPANY SNAPSHOT 415
12.21.2 PRODUCT ANALYSIS 415
12.21.3 SOLUTION PORTFOLIO 416
12.21.4 RECENT DEVELOPMENT 416
13 GLOBAL CALL CENTER PLATFORMS MARKET, COMPANY LANDSCAPE 417
13.1 COMPANY SHARE ANALYSIS: GLOBAL 417
13.2 COMPANY SHARE ANALYSIS: NORTH AMERICA 418
13.3 COMPANY SHARE ANALYSIS: EUROPE 419
13.4 COMPANY SHARE ANALYSIS: ASIA-PACIFIC 420
14 SWOT & DBMR ANALYSIS 421
14.1 SWOT ANALYSIS 421
14.2 DATA BRIDGE MARKET RESEARCH (DBMR) ANALYSIS 423
15 CONCLUSION 424
16 QUESTIONNAIRE 425
17 RELATED REPORTS 428