Telemarketing, contact centers/CRM solutions

Telemarketing agencies and vendors of contact centers/CRM solutions

I   Current Utilization of AI/RPA 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 Study: Mizuho Bank, Ltd.
5. List of Case Adopted
6. Views regarding service providing that utilizes RPA (Robotic Process Automation)
7. Influence that RPA exerts to contact centers

II   Telemarketing Market: Current Status and Prospects

27 Enterprises

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

III   Trends at and Profiles of Leading Telemarketing Service Providers

27 enterprises (not necessarily all the following items are covered)

1. Transition of Sales
2. Number of Booths
3. Sales by User's Industry
4. Business Overview
5. External Factors Affecting Call-Center Needs
6. Service Contents and Focusing Services
7. Attempts of Non-Voice Business Process
8. Attempts toward Big Data
9. Attempts toward BPO
10. Attempts toward Global Needs
11. Sales Strategies
12. Differentiation Points with Other Companies
13. Recovery Structure/Systems at a Disaster
14. Measures against Outflow of Customer Information
15. Direction of Challenges and Solutions
16. Influence of and Measures against Labor Shortage
17. Views of Services Provided Using AI
18. Views of Services Provided Using RPA (Robotic Process Automation)
19. Market Perspectives and Future Business Development

etc.

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

22 enterprises (not necessarily all the following items are covered)

1. Transition of Sales
2. Number of Booths
3. Sales by User's Industry
4. Business Overview
5. External Factors Affecting Call-Center Needs
6. Service Contents and Focusing Services
7. Attempts of Non-Voice Business Process
8. Attempts toward Big Data
9. Attempts toward BPO
10. Attempts toward Global Needs
11. Sales Strategies
12. Differentiation Points with Other Companies
13. Recovery Structure/Systems at a Disaster
14. Measures against Outflow of Customer Information
15. Direction of Challenges and Solutions
16. Influence of and Measures against Labor Shortage
17. Views of Services Provided Using AI
18. Views of Services Provided Using RPA (Robotic Process Automation)
19. Market Perspectives and Future Business Development

etc.