Call Center Market 2019-2020
Language:
Japanese
Product Code No:
C61111100
Issued In:
2019/09
#of Pages:
942
Publication Cycle:
Format:
PDF
Geographic Coverage:
Japan
Industry:
Coverage: (Product/service)
Telemarketing, contact centers/CRM solutions
Research Target:
Telemarketing agencies and vendors of contact centers/CRM solutions
Research Content:
I. Current Utilization of AI at Contact Centers
1. Current status regarding utilization of AI at contact centers
2. Those sectors utilizing AI effectively and those that not
3. Future Strategies
4. Influence of AI to contact centers
II. Telemarketing Market: Current Status and Prospects
1. Definition of Telemarketing Services by Segment
2. Current Market Status and Forecast (28 enterprises)
3. Details by Segment
III. Profiles of Leading Telemarketing Service Providers
25 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. Alliance Strategies
20. Influence and Measures against Social Security and Tax Number System
21. Views of Opening of/ Operation of Contact Center from “Regional Revitalization” perspective
22. 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