DUBLIN, Mar. 13, 2017 /PRNewswire/ --

Research and Markets has announced the addition of the "Growth Opportunities in the Global Contact Center Systems Market - Forecast to 2020" report to their offering.

New analysis on the Digital Transformation program titled 'Growth Opportunities in the Global Contact Center Systems Market' finds that the market for on-premises contact center systems continues to decline as companies increasingly switch to hosted/cloud solutions.

However, globally Contact Center Analytics represents a bright growth opportunity in the on-premises contact center systems market as companies seek to get the most out of their existing investments. Contact center analytics systems include speech analytics, multi-channel customer interaction analytics, and contact center performance analytics applications.

Enterprises are increasingly looking to source these solutions from their primary contact center infrastructure or workforce optimization vendors.

Key Topics Covered:

1. Executive Dashboard

- Purpose of this Experiential Study
- 5 Step Process to Transformational Growth
- Strategic Imperatives for Contact Center Systems Providers (CCSPs)

2. Growth Environment: Market Overview

- Global Contact Center Systems Markets
- Global Contact Center Systems Provider Landscape
- Drivers and Restraints

3. Market Forecasts

- Forecast Assumptions
- Revenue Forecast - Contact Center Systems Market
- Revenue Forecast by Service Segment - Contact Center Systems Market
- Inbound Contact Routing Systems
- IVR and Voice Portal Systems
- Outbound Dialer Systems
- Quality Monitoring Systems
- Workforce Management Systems
- Analytics
- Revenue Forecast by Region - Contact Center Systems Market
- Revenue Forecast by Industry Vertical - Contact Center Systems Market
- Revenue Forecast by Contact Center Size - Contact Center Systems Market
- Market Share by Revenue - Inbound Contact Routing Systems Market
- Market Share by Revenue - IVR Systems Market
- Market Share by Revenue - Outbound Dialer Systems Market
- Market Share by Revenue - Quality Monitoring Systems Market
- Market Share by Revenue - Workforce Management Systems Market
- Market Share by Revenue - Contact Center Analytics Market
- Market Share by Revenue - Contact Center Systems Market

4. Visioning Scenarios

- Macro to Micro Visioning
- Visioning Scenarios for the Contact Center Systems Market
- Top Predictions for the Contact Center Systems Market

5. Growth Pipeline

- Levers for Growth

6. Vision and Strategy - Growth Opportunities

- Growth Opportunity 1 - Omnichannel Customer Experience
- Growth Opportunity 2 - Customer Experience Analytics
- Growth Opportunity 3 - Big Data & Analytics/Machine Learning
- Growth Opportunity 4 - Social Media Monitoring
- Growth Opportunity 5 - Social Customer Engagement
- Growth Opportunity 6 - Agent Desktop/Agent Empowerment
- Growth Opportunity 7 - Catering to the New Workforce
- Growth Opportunity 8 - Automation via Artificial Intelligence (AI)
- Growth Opportunity 9 - Virtual Agent/Advisor
- Growth Opportunity 10 - Live Chat
- Growth Opportunity 11 - Proactive/Interactive Customer Contact
- Growth Opportunity 12 - Messaging Platforms in Customer Service
- Growth Opportunity 13 - Gamifying the Customer Experience
- Growth Opportunity 14 - Video
- Growth Opportunity 15 - Back Office WFO
- Growth Opportunity 16: The IoT - Supporting Immersive Experiences
- Growth Opportunity 17 - WebRTC Applications
- Growth Opportunity 18: BC/DR - Enabling Continuous CX

7. Brand and Demand - Growth Opportunities

- Growth Opportunity 20 - Innovation & Transformation
- Growth Opportunity 21 - Third Party Validation
- Growth Opportunity 22 - Customer Lifetime Value (CLV)
- Growth Opportunity 23 - Best-in-Class
- Growth Opportunity 24 - Sales & Marketing Use Cases
- Growth Opportunity 25 - Industry Vertical Marketing
- Growth Opportunity 26 - Lead Generation
- Growth Opportunity 27 - Inbound Marketing Capabilities
- Growth Opportunity 28 - Outbound Marketing Priorities
- Growth Opportunity 29 - Social Media Marketing
- Growth Opportunity 30 - Sales Enablement Content

8. Growth Opportunities Matrix

- Identifying Your Company's Growth Zone
- Growth Opportunities 1-19: Vision and Strategy
- Growth Opportunities 20-30: Brand and Demand
- Growth Opportunities Matrix

9. Growth Strategy and Implementation

- Growth Strategies for Your Company
- Prioritized Opportunities through Implementation
- Legal Disclaimer

10. Appendix

Companies Mentioned

- Altitude
- Aspect
- Avaya
- Calabrio
- Cisco
- Convergys
- Enghouse
- Genesys
- HP
- Huawei
- Inin
- Mitel
- NEC
- Nice
- Noble
- OKI
- SAP
- Unify
- Verint

For more information about this report visit http://www.researchandmarkets.com/research/s88s4v/growth

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