Telemarketing, contact centers/CRM solutions

Telemarketing vendors and vendors of contact centers/CRM solutions

I   Overview

1. Telemarketing Market Trends
2. Contact Center Solution Market Trends

II   Telemarketing Market Status and Perspectives 

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

III    Major Telemarketing Vendors

18 enterprises
1) Sales
2) Sales by service type
3) Percentage of customer contact staff
4) Number of personnel and organizational structure of the sales
   department
5) Business status, etc.

IV   Current Status and Perspectives of Contact Center/CRM Solution Market

1. Current Status and Perspectives of Contact Center/CRM Solution Market
2. Market Shares of Major Market Players
3. Contact Center/CRM Solution Market Trends

V   Trends by Major Contact Center/CRM Solution Vendor

21 enterprises
1) Sales of contact solutions
2) Sales overview
3) Solutions overview
4) Attempts and details toward SaaS solutions
5) Attempts and details toward VOC Analysis
6) Attempts and details toward AI
7) Influence of AI to call center outsourcing services
8) Potential of call center outsourcing services using AI
9) Attempts and details toward RPA
10) Influence of RPA to call center outsourcing services
11) Potential of call center outsourcing services using RPA
12) Attempts and details toward Solutions available from home
13) Attempts and details toward unified solutions
14) Challenges
15) Future Perspectives and Development
16) Alliance Strategies
17) Case Studies

* Not all the items are surveyed for all the companies. There are differences in the items surveyed depending on each company.