Telemarketing, contact centers/CRM solutions

Telemarketing agencies and vendors of contact centers/CRM solutions

I   Current Utilization of AI at Contact Centers

1. Current status regarding utilization of AI at contact centers
2. Those sectors expecting to progressively utilize AI in the future and those that cannot expect more adoption of AI
3. Future Strategies
4. Case Study1: Mizuho Bank, Ltd.
5. Case Study2: SMBC Nikko Securities Inc.
6. List of Cases Adopted

II   Telemarketing Market: Current Status and Prospects

1. Definition of Telemarketing Services by Segment
2. Current Market Status and Forecast
3. Details by Segment

III   Trends by Leading Telemarketing Agency

28 enterprises

IV   Contact Center/CRM Solutions Market: Current Status and Future Prospects

1. Current Market Status and Future Prospects of Contact Center/CRM Solutions
2. Market Size
3. Market Share by Leading Company

V   Trends at Leading Contact Centers/CRM Solution Vendors (23 Companies)

1. Sales of Contact Centers/CRM Solution Vendors (FY2014-FY2016)
2. Sales Overview
3. Solution Overview
4. Approaches to SaaS Solutions
5. Approaches to VOC Analysis
6. Approaches to AI (Artificial Intelligence)
7. Consideration of Services using AI
8. Approaches to and Contents of At-Home Solutions
9. Approaches to and Contents of Unified Communications
10. Challenges
11. Market Outlook and Future Development
12. Alliance Strategies
13. Case Studies