The report forecasts the global contact center market to grow at a CAGR of 10.64% during the period 2016-2020.
Commenting on the report, an analyst from the research team said: Emergence of RPA is one of the trend gaining traction in this market. Robotic process automation (RPA) are software solutions also known as software robots, which are implemented to automate contact center processes. RPA solutions are ideal for organizations that are handling multiple customer responses and high volumes of data. RPA solutions reduce manual contact center management process to a greater extent. RPA solutions replace traditional contact center management systems and also reduce administrative costs.
According to the report, need to automate contact center operations will drive market of global contact center. Contact center service providers and in-house contact centers in organizations need to automate the customer assistant services to provide high-quality services. The emergence of AI and robotics technology has helped contact centers to automate contact center processes. The use of software robots is improving customer service in contact centers. With the advent of machine learning technology, cognitive computing, and behavioral analytics, the technology landscape has changed in the contact centers to a great extent.
Further, the report states that organizations that have been using legacy systems find it difficult to make the latest IT systems interoperable. Contact centers that subscribe to IT solutions from multiple systems often face technology/service integration issues. Inadequate IT integration can discourage IT managers and hence, system integration has become a major issue in recent times. System integration issues hamper the business performance of contact centers.
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?
PART 01: Executive summary PART 02: Scope of the report PART 03: Market research methodology PART 04: Introduction PART 05: Market landscape PART 06: Market segmentation by technology PART 07: Market segmentation by IT deployment model PART 08: Geographical segmentation PART 09: Market drivers PART 10: Impact of drivers PART 11: Market challenges PART 12: Impact of drivers and challenges PART 13: Market trends PART 14: Vendor landscape PART 15: Key vendor profile PART 16: Appendix
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