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CBCCI（云联络中心基础设施）/CCaaS（联络中心即服务）产品和市场分析 (2022-2023)
市场调查报告书
商品编码
1168236

CBCCI（云联络中心基础设施）/CCaaS（联络中心即服务）产品和市场分析 (2022-2023)

2022 - 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report
出版日期: | 出版商: DMG Consulting LLC | 英文 | 商品交期: 最快1-2个工作天内

价格

在本报告中，我们分析了全球基于云的联络中心基础设施 (CBCCI) 和 CCaaS（联络中心即服务）产品和市场，概述了这些产品、它们的主要功能以及市场规模的前景和价格水平、客户对供应商的满意度、主要公司的概况和其他信息。

分析总结：

  • 拥挤的市场：有 200-300 家 CBCCI/CCaaS 提供商，从科技巨头到微型供应商，都在争夺更多“桌面”。
  • 满足快速变化的市场和企业需求的云技术：新一代的 CCaaS 解决方案为组织提供了灵活性和快速受益于最新技术创新的机会。.
  • 增强代理 UI（用户界面）对全渠道交互的支持：在单个屏幕上，代理可以轻鬆地从一个渠道移动到另一个渠道并同时处理交互，以更大的能力处理日益复杂的任务权威，增加敬业度，工作更愉快。
  • 通过可量化的收益加速采用：儘管经济存在不确定性，但 CCaaS 继续保持强劲的步伐，因为它有望提高生产力并改善客户和员工体验。

CBCCI/CCaaS 主要竞争对手分析

  • 8x8
  • 阿尔瓦利亚
  • Ava□□ya*
  • 思科
  • 59
  • LiveVox*
  • NICE CXone
  • Odigo*
  • 拼图
  • Twilio
  • 优捷

*新人。

内容

第 1 章执行摘要

第二章介绍

第 3 章 DMG 咨询研究方法论

第 4 章基于云的联络中心基础设施 (CBCCI)：功能概述

  • CBCCI 供应商功能和组件
  • ACD（自动呼叫分配器）
  • 客户关係管理 (CRM)

第 5 章 CBCCI/CCaaS 趋势和问题

第 6 章 CBCCI 市场的创新

  • 产品的新功能
  • 新功能

第 7 章联络中心的人工智能 (AI)

  • 人工智能在联络中心的重要用途
    • 预测行为路由
    • 互动分析
    • 转录
    • 实时指导
    • 知识产权管理
    • 机器人过程自动化

第 8 章重新定义客户体验 (CX)

  • 数字优先
  • 全渠道功能
  • 智能自助服务
  • 出站
  • 测量/VoC（客户意见）
  • 客户旅程分析

第 9 章：如何吸引、激励和留住优秀的座席

  • 下一代 WFM（劳动力管理）
  • 分析 QM（质量控制）
  • 联络中心绩效管理和游戏化

第 10 章劳动力优化 (WFO)/劳动力敬业度管理 (WEM)：使用正确的工具集赋予员工权力

第11章CBCCI/CCaaS竞争格局

  • 市场动态变化
  • 公司概况

第 12 章高级 CBCCI 技术分析

  • 主管界面
  • 代理界面
  • 管理和配置
  • 录音
  • 安全与合规
  • 商业智能 (BI)、分析和报告
  • 数据中心、备份、灾难恢復 (DR)、业务连续性 (BC)

第13章实现分析

  • 服务水平协议

第14章CBCCI供应商满意度分析

  • 分析结果/摘要：供应商类别
    • 供应商满意度：按类别/客户
  • 分析结果/总结：产品特性
    • 产品功能满意度，按类别和客户
  • 分析结果/总结：平台特性
    • 对平台功能的满意度（按类别/客户）
  • 分析结果/概述：WFO/WEM 功能
    • 对 WFO/WEM 功能的满意度（按类别/客户）
  • 客户背景和见解
    • CBCCI 解决方案支持的渠道
    • CBCCI 解决方案优势：前 3-5 项
    • CBCCI 问题：前 3-5 项
    • 补充意见

第 15 章定价

  • 收费系统
  • 250 个席位的纯语音 CBCCI 解决方案的定价
  • 250 个席位的全渠道 CBCCI 解决方案定价
  • 250 个席位的纯数字 CBCCI 解决方案定价

第16章公司分析

  • 8x8, Inc.
  • Alvaria
  • Avaya Holdings Corp.
  • Cisco
  • Five9, Inc.
  • LiveVox, Inc.
  • NICE CXone
  • Odigo
  • Puzzel, Ltd.
  • Twilio, Inc.
  • UJET

附录：基于云的联络中心基础设施 (CBCCI) 供应商目录

DMG Consulting LLC's fifteenth annual edition of the “Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report ” (formerly the Cloud-Based Contact Center Infrastructure Product and Market Report) provides a detailed analysis of vendors, products, functional capabilities, and pricing. It also includes satisfaction survey results for each of the featured vendors.

KEY TAKEAWAYS:

  • A crowded market: 200 - 300 CBCCI/CCaaS providers, from big tech companies to very small vendors, are competing to win more -desktops" in this hot - and -sticky" - IT sector.
  • Cloud technology addresses rapidly changing market - and enterprise - needs: New generation CCaaS solutions offer flexibility and the opportunity for organizations to quickly benefit from the latest technology innovations
  • Enhanced agent user interfaces (UIs) support omnichannel interactions: A -single pane of glass" enables agents to pivot easily from one channel to the next, handle multiple interactions simultaneously, and perform an increasingly complex job with increased empowerment, improved engagement, and more enjoyment.
  • Quantifiable benefits fuel strong future adoption: Regardless of economic uncertainties, adoption of CCaaS solutions is likely to continue at a strong pace because they deliver productivity improvements and enhance the customer and employee experience.

Leading & Contending CBCCI/CCaaS Competitors Featured in Report:

  • 8x8
  • Alvaria
  • Avaya*
  • Cisco
  • Five9
  • LiveVox*
  • NICE CXone
  • Odigo*
  • Puzzel
  • Twilio
  • UJET

*New participant.

The Future of Contact Center Technology is in the Cloud

Vendors are investing their research and development (R&D) dollars in CCaaS offerings that are highly effective, innovative, and differentiated. There has been great progress in the reliability, security, and scalability of CCaaS solutions during the past couple of years, positioning them to support even the largest contact center environments. Adoption of CCaaS solutions is strong, and the momentum will continue to build.

AI Drives Innovation

Innovative CBCCI/CCaaS vendors have been investing in AI which is being applied to enhance many aspects of these solutions including system routing, self-service capabilities, workforce optimization/workforce engagement management (WFO/WEM), and reporting.

Although AI technology is in its early days, it has already demonstrated its ability to help companies enhance both the customer and employee experience while improving operational productivity, enabling contact centers to achieve their corporate, servicing, and sales goals.

Mobility is Essential:

Enhanced mobility capabilities for supervisors and quality management (QM) specialists provide tools to monitor and coach agents from wherever they are and wherever their agents are located - on-site, at-home, or another remote location - and system administrators can make real-time changes to contact center solutions from anywhere.

No One is an Island

CBCCI/CCaaS vendors continue to expand their partnerships, enhance their integration frameworks, and build out-of-the-box integrations with a wide variety of third-party solutions, including customer relationship management (CRM), WFO/WEM, workforce management (WFM), interaction analytics (IA), QM, automated quality management (AQM), knowledge management (KM), robotic process automation (RPA), voice of the customer (VoC), IVA, AI, unified communications as a service (UCaas), and more. Enterprises are finally getting what they need - a flexible and easy-to-integrate communication platform to facilitate omnichannel customer interactions.

EX = CX

Enhanced UIs make it easier for agents to navigate CBCCI/CCaaS solutions, see personalized information about their own performance, and have access to supervisors and subject matter experts for support and collaboration. The new desktops deliver centralized access to all of the information agents need to deliver a fully orchestrated and optimal omnichannel CX. The improved UIs are providing agents with expanded insights into the full customer journey - contact history, context, and previous activities.

WFO/WEM & CBCCI/CCaaS - It's Not Alphabet Soup

WFO/WEM applications complement CBCCI/CCaaS solutions by providing essential tools that help engage, motivate, and retain agents, and improve productivity while enhancing the CX.

What's Included:

The “2022 - 2023 Cloud-Based Contact Center Infrastructure/ Contact Center as a Service Product and Market Report ” provides a comprehensive analysis of this important IT sector. The Report includes an insightful review of the business, servicing, and management trends that characterize today's customer experience (CX) and the challenges confronting enterprises as they strive to address them.

Key Reasons to Buy This Report:

  • Overview of core and optional functional components of CBCCI/CCaaS solutions
  • CBCCI market and business trends and challenges
  • Market innovation - what's new and what's planned in the next year+
  • How AI is transforming the EX and elevating the CX
  • Redefining the CX - what delivering an outstanding CX means today
  • How to improve agent engagement and empowerment and retain agents
  • Review and assessment of the CBCCI competitive landscape
  • High-level technical overview
  • Implementation analysis
  • Customer satisfaction survey results
  • Vendor pricing structure for a 250-seat implementation
  • Detailed company reports for the 11 featured CBCCI solution providers
  • Cloud-Based Contact Center Infrastructure Vendor Directory

Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

  • 3.1. Report Participation Criteria

4. Cloud-Based Contact Center Infrastructure Functional Overview

  • 4.1. Cloud-Based Contact Center Infrastructure Vendor Functional Components
  • 4.2. ACD
  • 4.3. Customer Relationship Management

5. Cloud-Based Contact Center Infrastructure/Contact Center as a Service Trends and Challenges

  • 5.1. Cloud-Based Contact Center Infrastructure/Contact Center as a Service Trends
  • 5.2. Cloud-Based Contact Center Infrastructure/Contact Center as a Service Challenges

6. Cloud-Based Contact Center Infrastructure Market Innovation

  • 6.1. New Product Features
  • 6.2. Emerging Capabilities

7. Contact Center Artificial Intelligence

  • 7.1. Essential Applications for AI in Contact Centers
    • 7.1.1. Predictive Behavioral Routing
    • 7.1.2. Interaction Analytics
    • 7.1.3. Transcription
    • 7.1.4. Real-Time Guidance
    • 7.1.5. Knowledge Management
    • 7.1.6. Robotic Process Automation

8. Redefining the CX

  • 8.1. Digital First
  • 8.2. Omnichannel Capabilities
  • 8.3. Intelligent Self-Service
  • 8.4. Outbound
  • 8.5. Surveying/VoC
  • 8.6. Customer Journey Analytics

9. How to Engage, Motivate, and Retain Great Agents

  • 9.1. Next-Gen WFM
  • 9.2. Analytics-Enabled QM
  • 9.3. Contact Center Performance Management and Gamification

10. Workforce Optimization/Workforce Engagement Management Empowers Employees with the Right Set of Tools

11. Cloud-Based Contact Center Infrastructure/Contact Center as a Service Competitive Landscape

  • 11.1. Changing Market Dynamics
  • 11.2. Company Snapshot

12. High-Level CBCCI Technical Analysis

  • 12.1. Supervisor Interface
  • 12.2. Agent Interface
  • 12.3. Administration and Provisioning
  • 12.4. Recording
  • 12.5. Security and Compliance
  • 12.6. Business Intelligence, Analytics, and Reporting
  • 12.7. Data Center, Backup, Disaster Recovery (DR) and Business Continuity (BC)

13. Implementation Analysis

  • 13.1. Service-Level Agreement

14. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis

  • 14.1. Summary of Survey Findings and Analysis: Vendor Categories
    • 14.1.1. Vendor Satisfaction by Category and Customer
  • 14.2. Summary of Survey Findings and Analysis: Product Features
    • 14.2.1. Product Features Satisfaction, by Category and Customer
  • 14.3. Summary of Survey Findings and Analysis: Platform Features
    • 14.3.1. Platform Features Satisfaction, by Category and Customer
  • 14.4. Summary of Survey Findings and Analysis: WFO/WEM Capabilities
    • 14.4.1. WFO/WEM Capabilities Satisfaction, by Category and Customer
  • 14.5. Customer Background and Insights
    • 14.5.1. Channels Supported by the CBCCI Solution
    • 14.5.2. Top 3-5 Benefits of the CBCCI Solution
    • 14.5.3. Top 3-5 CBCCI Challenges
    • 14.5.4. Additional Comments

15. Pricing

  • 15.1. Pricing Structure
  • 15.2. Pricing for a 250-Seat Voice-Only CBCCI Solution
  • 15.3. Pricing for a 250-Seat Omnichannel CBCCI Solution
  • 15.4. Pricing for a 250-Seat Digital-Only CBCCI Solution

16. Company Reports

  • 16.1. 8x8, Inc.
  • 16.2. Alvaria
  • 16.3. Avaya Holdings Corp.
  • 16.4. Cisco
  • 16.5. Five9, Inc.
  • 16.6. LiveVox, Inc.
  • 16.7. NICE CXone
  • 16.8. Odigo
  • 16.9. Puzzel, Ltd.
  • 16.10. Twilio, Inc.
  • 16.11. UJET

Appendix: Cloud-Based Contact Center Infrastructure Vendor Directory

Table of Figures

  • Figure 1: CBCCI Functional and Technical Building Blocks
  • Figure 2: Product Information
  • Figure 3: The Omni-Channel ACD
  • Figure 4.1: Automatic Call Distributor
  • Figure 4.2: Automatic Call Distributor
  • Figure 5: Customer Relationship Management
  • Figure 6.1: Customer Relationship Management
  • Figure 6.2: Customer Relationship Management
  • Figure 7: 2022 CBCCI/CCaaS Trends
  • Figure 8: 2022 CBCCI/CCaaS Challenges
  • Figure 9: New Product Features, by Vendor
  • Figure 10: Future Enhancements, by Category
  • Figure 11.1 Artificial Intelligence (AI) and Machine Learning (ML)
  • Figure 11.2 Artificial Intelligence (AI) and Machine Learning (ML)
  • Figure 12: Predictive Behavioral Routing
  • Figure 13: Standard Capabilities of a Full-Featured IA Solution
  • Figure 14.1: Interaction Analytics
  • Figure 14.2 Interaction Analytics
  • Figure 15: Transcription at Work
  • Figure 16.1 Transcription
  • Figure 16.2 Transcription
  • Figure 17: Real-Time Guidance in Action
  • Figure 18.1 Real-Time Guidance (RTG)/Next-Best-Action (NBA)
  • Figure 18.2: Real-Time Guidance (RTG)/Next-Best-Action (NBA)
  • Figure 19: Knowledge Management
  • Figure 20.1: Knowledge Management (KM)
  • Figure 20.2: Knowledge Management (KM)
  • Figure 21: Robotic Process Automation
  • Figure 22.1: Robotic Process Automation (RPA)
  • Figure 22.2: Robotic Process Automation (RPA)
  • Figure 23: Omnichannel Capabilities
  • Figure 24: The IVA: Self-Service Concierge
  • Figure 25: Virtual Assistant
  • Figure 26: IVA Development Studio
  • Figure 27.1: Intelligent Self-Service for Customers and Agents
  • Figure 27.2: Intelligent Self-Service for Customers and Agents
  • Figure 28.1: Outbound

Table of Figures

  • Figure 28.2: Outbound
  • Figure 29: Surveying/VoC
  • Figure 30.1: Surveying/Voice of the Customer (VoC)/CX
  • Figure 30.2: Surveying/Voice of the Customer (VoC)/CX
  • Figure 31: Customer Journey Analytics in Action
  • Figure 32.1: Customer Journey Analytics (CJA)
  • Figure 32.2: Customer Journey Analytics (CJA)
  • Figure 33: The Contact Center Workforce Challenge
  • Figure 34: What Contact Center Agents Want
  • Figure 35.1: Workforce Management
  • Figure 35.2: Workforce Management
  • Figure 36: Analytics-Enabled Quality Management
  • Figure 37.1: Analytics-Enabled Quality Management
  • Figure 37.2: Analytics-Enabled Quality Management
  • Figure 38: Contact Center Performance Management in Action
  • Figure 39.1: Contact Center Performance Management and Gamification
  • Figure 39.2: Contact Center Performance Management and Gamification
  • Figure 40: WFO/WEM Suite
  • Figure 41: Workforce Optimization (WFO)/Workforce Engagement Management (WEM) Capabilities
  • Figure 42: CBCCI/CCaaS Competitive Landscape
  • Figure 43.1: Company Information
  • Figure 43.2: Company Information
  • Figure 44.1: High-Level Technical Analysis
  • Figure 44.2: High-Level Technical Analysis
  • Figure 45.1: Supervisor Experience
  • Figure 45.2: Supervisor Experience
  • Figure 46.1: Agent Experience
  • Figure 46.2: Agent Experience
  • Figure 47.1: Administration and Provisioning
  • Figure 47.2: Administration and Provisioning
  • Figure 48.1: Recording
  • Figure 48.2: Recording
  • Figure 49.1: Security and Compliance Features
  • Figure 49.2: Security and Compliance Features
  • Figure 50.1: Business Intelligence, Reporting, and Dashboards
  • Figure 50.2: Business Intelligence, Reporting, and Dashboards
  • Figure 51.1: Data Center, Backup, Disaster Recovery (DR) and Business Continuity (BC)
  • Figure 51.2: Data Center, Backup, Disaster Recovery (DR) and Business Continuity (BC)
  • Figure 52.1: Implementation Analysis
  • Figure 52.2: Implementation Analysis
  • Figure 53.1: Service-Level Agreements (SLAs)
  • Figure 53.2: Service-Level Agreements (SLAs)
  • Figure 54: Customer Survey Rating Categories
  • Figure 55: Average Vendor Satisfaction Ratings, by Category
  • Figure 56: Product Satisfaction Ratings, by Customer
  • Figure 57: Implementation Satisfaction Ratings, by Customer
  • Figure 58: Professional Services Satisfaction Ratings, by Customer
  • Figure 59: Training Satisfaction Ratings, by Customer
  • Figure 60: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 61: System Upgrades Satisfaction Ratings, by Customer
  • Figure 62: Innovation Satisfaction Ratings, by Customer
  • Figure 63: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 64: Communication Satisfaction Ratings, by Customer
  • Figure 65: Ease of Doing Business with Vendor Satisfaction Ratings, by Customer
  • Figure 66: Product Pricing Satisfaction Ratings, by Customer
  • Figure 67: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 68: Average Product Features Satisfaction Ratings, by Category
  • Figure 69: Omnichannel Inbound Satisfaction Ratings, by Customer
  • Figure 70: Omnichannel Outbound and Campaign Management Satisfaction Ratings, by Customer
  • Figure 71: Customer-Facing IVA Self-Service Satisfaction Ratings, by Customer
  • Figure 72: Agent Facing VA Satisfaction Ratings, by Customer
  • Figure 73: CRM Satisfaction Ratings, by Customer
  • Figure 74: Supervisor Interface (UI/UX) Satisfaction Ratings, by Customer
  • Figure 75: Agent Unified Desktop and UX Satisfaction Ratings, by Customer
  • Figure 76: Remote/Work-at-Home Agent and Supervisor Capabilities Satisfaction Ratings, by Customer
  • Figure 77: Artificial Intelligence and Automation Satisfaction Ratings, by Customer
  • Figure 78: Business Intelligence, Analytics and Reporting Satisfaction Ratings, by Customer
  • Figure 79: Average Platform Features Satisfaction Ratings, by Category
  • Figure 80: System Administration/Provisioning and License Management Satisfaction Ratings, by Customer
  • Figure 81: System Security Satisfaction Ratings, by Customer
  • Figure 82: Regulatory Compliance Satisfaction Ratings, by Customer
  • Figure 83: System Scalability Satisfaction Ratings, by Customer
  • Figure 84: Platform Reliability Satisfaction Ratings, by Customer
  • Figure 85: Business Continuity/Disaster Recovery Satisfaction Ratings, by Customer
  • Figure 86: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 87: WFO/WEM Capabilities Satisfaction Ratings, by Category
  • Figure 88: Omnichannel Call and Screen Recording Satisfaction Ratings, by Customer
  • Figure 89: Analytics-Enabled Quality Management Satisfaction Ratings, by Customer
  • Figure 90: Surveying/Voice of the Customer Satisfaction Ratings, by Customer
  • Figure 91: Workforce Management Satisfaction Ratings, by Customer
  • Figure 92: Interaction Analytics Satisfaction Ratings, by Customer
  • Figure 93: Knowledge Management Satisfaction Ratings, by Customer
  • Figure 94: Robotic Process Automation Satisfaction Ratings, by Customer
  • Figure 95: Channels Supported by the CBCCI Vendors
  • Figure 96: Top 3 - 5 Benefits of the CBCCI Solution
  • Figure 97: Top 3 - 5 Challenges of the CBCCI Solution
  • Figure 98: Additional Comments about your Experience with the Vendor and/or Product.
  • Figure 99.1: Pricing Structure
  • Figure 99.2: Pricing Structure
  • Figure 100.1: Pricing for a 250-Seat Voice-Only CBCCI Solution
  • Figure 100.2: Pricing for a 250-Seat Voice-Only CBCCI Solution
  • Figure 101.1: Pricing for a 250-Seat Omnichannel CBCCI Solution
  • Figure 101.2: Pricing for a 250-Seat Omnichannel CBCCI Solution
  • Figure 102.1: Pricing for a 250-Seat Digital-Only CBCCI Solution
  • Figure 102.2: Pricing for a 250-Seat Digital-Only CBCCI Solution