TABLE OF CONTENTS
1 INTRODUCTION
1.1 OBJECTIVES OF THE STUDY
1.2 MARKET DEFINITION
1.3 OVERVIEW OF NORTH AMERICA CALL CENTER PLATFORMS MARKET
1.4 LIMITATIONS
1.5 MARKETS COVERED
2 MARKET SEGMENTATION
2.1 MARKETS COVERED
2.2 GEOGRAPHICAL SCOPE
2.3 YEARS CONSIDERED FOR THE STUDY
2.4 CURRENCY AND PRICING
2.5 DBMR TRIPOD DATA VALIDATION MODEL
2.6 PRIMARY INTERVIEWS WITH KEY OPINION LEADERS
2.7 DBMR MARKET POSITION GRID
2.8 MULTIVARIATE MODELING
2.9 PRODUCTS LIFELINE CURVE
2.10 SECONDARY SOURCES
2.11 ASSUMPTIONS
3 MARKET OVERVIEW
3.1 DRIVERS
3.1.1 GROWING INVESTMENT IN NEW DIGITAL TECHNOLOGIES
3.1.2 GROWING UTILIZATION OF OMNICHANNEL COMMUNICATIONS FOR IMPROVING THE CUSTOMER SATISFACTION
3.1.3 ADPOTION OF CALL CENTER SOFTWARE ACROSS VARIOUS INDUSTRIES
3.2 RESTRAINT
3.2.1 DIFFICULT TO INTEGRATE WITH LEGACY SYSTEMS
3.3 OPPORTUNITIES
3.3.1 GROWING USAGE OF SOCIAL MEDIA IN BUSINESS
3.3.2 ADVANCEMENTS IN TECHNOLOGIES SUCH AS ARTIFICIAL INTELLIGENCE AND VOICE ANALYTICS
3.4 CHALLENGE
3.4.1 CONSTANT NEED TO TRAIN CONTACT CENTER EMPLOYEES DUE TO HIGH ATTRITION RATE
4 EXECUTIVE SUMMARY
5 PREMIUM INSIGHTS
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6 NORTH AMERICA CALL CENTER PLATFORMS MARKET, BY OFFERING
6.1 OVERVIEW
6.2 SOFTWARE
6.2.1 INTERACTIVE VOICE RESPONSE (IVR)
6.2.2 AUTOMATIC CALL DISTRIBUTION (ACD)
6.2.3 COMPUTER TELEPHONY INTEGRATION (CTI)
6.2.4 DIALER
6.2.4.1 PREDICTIVE DIALER
6.2.4.2 PARALLEL PREDICTIVE DIALER (PPD)
6.2.4.3 PROGRESSIVE DIALER
6.2.4.4 PREVIEW DIALER
6.2.5 CALL CENTER MONITORING
6.2.6 CUSTOMER COLLABORATION
6.2.7 CALL RECORDING
6.2.8 WORKFORCE OPTIMIZATION
6.2.9 REPORT ANALYTICS
6.2.10 OTHERS
6.3 SERVICE
6.3.1 MANAGED SERVICE
6.3.2 PROFESSIONAL SERVICE
6.3.2.1 TRAINING & CONSULTING
6.3.2.2 INTEGRATION & IMPLEMENTATION
6.3.2.3 SUPPORT & MAINTENANCE
7 NORTH AMERICA CALL CENTER PLATFORMS MARKET, BY PLATFORM
7.1 OVERVIEW
7.2 OUTBOUND DIALER
7.3 INBOUND VOICE
7.4 WEB CHAT
7.5 OMNICHANNEL AGENT
7.6 SOCIAL MEDIA
7.7 E-MAILS
7.8 MESSAGING
7.9 OTHER
8 NORTH AMERICA CALL CENTER PLATFORMS MARKET, BY DEPLOYMENT MODEL
8.1 OVERVIEW
8.2 CLOUD
8.3 ON-PREMISE
8.4 HYBRID
9 NORTH AMERICA CALL CENTER PLATFORMS MARKET, BY ORGANIZATION SIZE
9.1 OVERVIEW
9.2 LARGE ORGANIZATION
9.3 SMALL & MEDIUM ORGANIZATION
10 NORTH AMERICA CALL CENTER PLATFORMS MARKET, BY INDUSTRY
10.1 OVERVIEW
10.2 IT AND TELECOMMUNICATION
10.2.1 SOFTWARE
10.2.2 SERVICE
10.3 BANKING, FINANCIAL SERVICE AND INSURANCE
10.3.1 SOFTWARE
10.3.2 SERVICE
10.4 RETAIL
10.4.1 SOFTWARE
10.4.2 SERVICE
10.5 HEALTHCARE
10.5.1 SOFTWARE
10.5.2 SERVICE
10.6 GOVERNMENT
10.6.1 SOFTWARE
10.6.2 SERVICE
10.7 TRAVEL & HOSPITALITY
10.7.1 SOFTWARE
10.7.2 SERVICE
10.8 TRANSPORT & LOGISTICS
10.8.1 SOFTWARE
10.8.2 SERVICE
10.9 MEDIA & ENTERTAINMENT
10.9.1 SOFTWARE
10.9.2 SERVICE
10.10 EDUCATION
10.10.1 SOFTWARE
10.10.2 SERVICE
10.11 MANUFACTURING
10.11.1 SOFTWARE
10.11.2 SERVICE
10.12 ENERGY & UTILITIES
10.12.1 SOFTWARE
10.12.2 SERVICE
10.13 OTHERS
11 NORTH AMERICA CALL CENTER PLATFORMS MARKET, BY GEOGRAPHY
11.1 NORTH AMERICA
11.1.1 U.S.
11.1.2 CANADA
11.1.3 MEXICO
12 NORTH AMERICA CALL CENTER PLATFORMS MARKET, COMPANY LANDSCAPE
12.1 COMPANY SHARE ANALYSIS: NORTH AMERICA
13 COMPANY PROFILE
13.1 IBM CORPORATION
13.1.1 COMPANY SNAPSHOT
13.1.2 REVENUE ANALYSIS
13.1.3 COMPANY SHARE ANALYSIS
13.1.4 SOLUTION PORTFOLIO
13.1.5 RECENT DEVELOPMENTS
13.2 GENESYS
13.2.1 COMPANY SNAPSHOT
13.2.2 COMPANY SHARE ANALYSIS
13.2.3 SOFTWARE PORTFOLIO
13.2.4 RECENT DEVELOPMENT
13.3 FIVE9, INC.
13.3.1 COMPANY SNAPSHOT
13.3.2 PRODUCT ANALYSIS
13.3.3 COMPANY SHARE ANALYSIS
13.3.4 PRODUCT PORTFOLIO
13.3.5 RECENT DEVELOPMENT
13.4 NICE INCONTACT
13.4.1 COMPANY SNAPSHOT
13.4.2 COMPANY SHARE ANALYSIS
13.4.3 SOLUTION PORTFOLIO
13.4.4 RECENT DEVELOPMENT
13.5 CISCO SYSTEMS, INC.
13.5.1 COMPANY SNAPSHOT
13.5.2 PRODUCT ANALYSIS
13.5.3 COMPANY SHARE ANALYSIS
13.5.4 PRODUCT PORTFOLIO
13.5.5 RECENT DEVELOPMENT
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13.6 AAVAZ
13.6.1 COMPANY SNAPSHOT
13.6.2 PRODUCT PORTFOLIO
13.6.3 RECENT DEVELOPMENT
13.7 AMAZON WEB SERVICE, INC.
13.7.1 COMPANY SNAPSHOT
13.7.2 SERVICE PORTFOLIO
13.7.3 RECENT DEVELOPMENT
13.8 AMEYO
13.8.1 COMPANY SNAPSHOT
13.8.2 SOLUTION PORTFOLIO
13.8.3 RECENT DEVELOPMENT
13.9 ASPECT SOFTWARE, INC.
13.9.1 COMPANY SNAPSHOT
13.9.2 PRODUCT PORTFOLIO
13.9.3 RECENT DEVELOPMENT
13.10 AVAYA INC.
13.10.1 COMPANY SNAPSHOT
13.10.2 PRODUCT ANALYSIS
13.10.3 PRODUCT PORTFOLIO
13.10.4 RECENT DEVELOPMENT
13.11 CREATIVE VIRTUAL LTD.
13.11.1 COMPANY SNAPSHOT
13.11.2 SOLUTION PORTFOLIO
13.11.3 RECENT DEVELOPMENT
13.12 DIALPAD, INC
13.12.1 COMPANY SNAPSHOT
13.12.2 PRODUCT PORTFOLIO
13.12.3 RECENT DEVELOPMENT
13.13 DIXA
13.13.1 COMPANY SNAPSHOT
13.13.2 SOLUTION PORTFOLIO
13.13.3 RECENT DEVELOPMENT
13.14 MITEL NETWORKS CORP
13.14.1 COMPANY SNAPSHOT
13.14.2 PRODUCT PORTFOLIO
13.14.3 RECENT DEVELOPMENT
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13.15 NUANCE COMMUNICATIONS, INC.
13.15.1 COMPANY SNAPSHOT
13.15.2 REVENUE ANALYSIS
13.15.3 SOLUTION PORTFOLIO
13.15.4 RECENT DEVELOPMENT
13.16 0RACLE
13.16.1 COMPANY SNAPSHOT
13.16.2 REVENUE ANALYSIS
13.16.3 SERVICE PORTFOLIO
13.16.4 RECENT DEVELOPMENTS
13.17 SAP SE
13.17.1 COMPANY SNAPSHOT
13.17.2 REVENUE ANALYSIS
13.17.3 PRODUCT PORTFOLIO
13.17.4 RECENT DEVELOPMENT
13.18 TALKDESK, INC.
13.18.1 COMPANY SNAPSHOT
13.18.2 PRODUCT PORTFOLIO
13.18.3 RECENT DEVELOPMENTS
13.19 VICIHOST
13.19.1 COMPANY SNAPSHOT
13.19.2 SOLUTION PORTFOLIO
13.19.3 RECENT DEVELOPMENT
13.20 ZENDESK
13.20.1 COMPANY SNAPSHOT
13.20.2 PRODUCT ANALYSIS
13.20.3 PRODUCT PORTFOLIO
13.20.4 RECENT DEVELOPMENT
13.21 8X8, INC
13.21.1 COMPANY SNAPSHOT
13.21.2 PRODUCT ANALYSIS
13.21.3 SOLUTION PORTFOLIO
13.21.4 RECENT DEVELOPMENT
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14 SWOT & DBMR ANALYSIS
14.1 SWOT ANALYSIS
14.2 DATA BRIDGE MARKET RESEARCH (DBMR) ANALYSIS
15 CONCLUSION
16 QUESTIONNAIRE
17 RELATED REPORTS