{"id":1051,"date":"2014-09-24T15:38:37","date_gmt":"2014-09-24T15:38:37","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2014-09-24T15:38:37","modified_gmt":"2014-09-24T15:38:37","slug":"cloud-based-contact-center-market-worth-10-9-billion-by-2019","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/cloud-based-contact-center-market-worth-10-9-billion-by-2019\/","title":{"rendered":"Le march\u00e9 des centres de contact bas\u00e9s sur le cloud devrait atteindre $10,9 milliards d'ici 2019"},"content":{"rendered":"
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Si vous travaillez dans le secteur des solutions pour centres de contact, vous savez que la tendance la plus importante \u00e0 l\u2019\u00e9chelle mondiale est le passage des solutions d\u2019exp\u00e9rience client vers le cloud.\u00a0 Que votre entreprise opte pour un cloud priv\u00e9, public ou hybride, ou qu\u2019elle d\u00e9cide de faire appel \u00e0 un prestataire externe, la tendance \u00e0 tirer parti du cloud pour les interactions client de nouvelle g\u00e9n\u00e9ration transforme l\u2019exp\u00e9rience client et est en passe de devenir le mode de fonctionnement dominant pour ce type d\u2019interactions \u00e0 l\u2019avenir.<\/p>\n

Cela soul\u00e8ve la question de l'ampleur des opportunit\u00e9s que les solutions d'exp\u00e9rience client bas\u00e9es sur le cloud sont susceptibles d'offrir au cours des prochaines ann\u00e9es. La r\u00e9ponse, comme l'explique le nouveau \u201c March\u00e9 des centres de contact bas\u00e9s sur le cloud, par solution (IVR, ACD, CTI, APO, num\u00e9roteurs, analyse et reporting) et par application (suivi de la qualit\u00e9 du chat, prise de d\u00e9cision en temps r\u00e9el, optimisation des effectifs) \u2013 Pr\u00e9visions et analyses mondiales (2014<\/strong> \u2013<\/strong> (2019) \u201d<\/strong> selon MarketsandMarkets, c'est vraiment \u00e9norme.<\/p>\n

En effet, ce march\u00e9 n\u2019est pas seulement important, mais il va \u00e9galement conna\u00eetre une croissance rapide. Le rapport estime que le march\u00e9 des centres de contact bas\u00e9s sur le cloud passera de $4,15 milliards en 2014 \u00e0 $10,9 milliards en 2019, soit un taux de croissance annuel compos\u00e9 (TCAC) de 21,3 % entre 2014 et 2019. Il souligne \u00e9galement que l'Am\u00e9rique du Nord devrait constituer le plus grand march\u00e9 en termes de contribution au chiffre d'affaires, tandis que les \u00e9conomies \u00e9mergentes telles que le Moyen-Orient et l'Afrique (MEA), l'Am\u00e9rique latine (LA) et l'Asie-Pacifique (APAC) devraient conna\u00eetre une croissance accrue du march\u00e9, avec des TCAC \u00e9lev\u00e9s, \u00e0 terme.<\/p>\n

Comme son titre l'indique, ce rapport divise le march\u00e9 en plusieurs sous-segments et pr\u00e9sente une analyse d\u00e9taill\u00e9e ainsi que des pr\u00e9visions de chiffre d'affaires. Il identifie \u00e9galement les facteurs de croissance et les freins de ce march\u00e9, tout en apportant un \u00e9clairage sur les tendances, les opportunit\u00e9s et les d\u00e9fis.\u00a0 En outre, il examine l'adoption de cette technologie par les march\u00e9s verticaux, notamment : les services financiers (BFSI), les biens de consommation et la grande distribution, la sant\u00e9, le secteur public, les transports et la logistique, les t\u00e9l\u00e9communications et les technologies de l'information (TI), les m\u00e9dias et le divertissement, le voyage et l'h\u00f4tellerie, ainsi que d'autres secteurs.<\/p>\n

Comme indiqu\u00e9, la r\u00e9alit\u00e9 du march\u00e9 est que le cloud est en passe de devenir la solution privil\u00e9gi\u00e9e pour les interactions avec la client\u00e8le. Et, comme le souligne le rapport, quel que soit le sous-segment fonctionnel, toutes les fonctionnalit\u00e9s recherch\u00e9es par les entreprises dans un monde de plus en plus omnicanal sont d\u00e9j\u00e0 ou seront bient\u00f4t migr\u00e9es vers le cloud. Il s\u2019agit d\u2019un ph\u00e9nom\u00e8ne mondial b\u00e9n\u00e9ficiant d\u2019un fort \u00e9lan, les solutions de centres de contact bas\u00e9es sur le cloud \u00e9tant de plus en plus appr\u00e9ci\u00e9es pour leur capacit\u00e9 \u00e0 servir de plateformes permettant de cr\u00e9er une valeur diff\u00e9renci\u00e9e et durable, tout en garantissant efficacit\u00e9 et efficience op\u00e9rationnelles.  <\/p>\n

\u00c9dit\u00e9 par <\/p>\n<\/div>\n

<\/p>\n

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For anyone who is in the contact center solutions business, you are aware that the most important industry trend globally is the move of customer experience solutions to the cloud.  Whether it be by your company to a private, public or hybrid cloud, or the decision is to use an outsourcer, the trend to take […]<\/p>\n","protected":false},"author":1,"featured_media":1052,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[56],"tags":[],"class_list":["post-1051","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cloud-centers"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1051","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/comments?post=1051"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1051\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/media\/1052"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/media?parent=1051"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1051"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1051"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}