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The IP Contact Centre Market in the UK, 2003-2007
ContactBabel, April 2003, Pages: 84
The report, aimed at contact centre solution providers, contains results of interviews with 114 decision-makers and key influencers in leading UK contact centres. It looks at their actions, motivations and plans for making their contact centres IP-enabled. As well as the insight provided by this unique piece of primary research, market sizing and forecast information is provided, along with strategic and tactical recommendations on how to succeed in this market.
Giving vendors the full picture of this important market, the report details market sizing and forecasts until 2007, segmented by contact centre size, vertical market, greenfield/brownfield and pure/hybrid solution type, as well as providing tactical and strategic guidance in both the short-and long-term.
As well as the insight provided by this unique piece of primary research, market sizing and forecast information is provided, along with strategic and tactical recommendations on how to succeed in this market. Anyone with an interest in understanding how the take-up of IP will advance can gain from reading this report:
- PBX suppliers
- IP contact centre solution providers
- Software providers
- System integrators
- Network infrastructure suppliers
- Channel partners
- Telcos and ASP providers
- Consultants
Readers of this report will understand:
- 'What are the hot buttons to press to get interest in IP?”
- “What is inhibiting contact centres from implementing IP, and what will solve this?”
- “Who in the business is showing the initial interest in IP?”
- “Who makes the final decision to purchase or not?”
- “How much is the market worth now, and how will it develop?”
- “What questions are end-users likely to ask about IP?”
- “Which piece of the industry should I target first?”
- “Which type of solution provider are businesses asking for help with IP?”
- “How do I succeed in the short- and long-term in this market?”
“The IP Contact Centre Market in the UK, 2003-2007” explains
- what leading UK contact centres are actually thinking and doing about IP contact centre solutions
- the present market size and future opportunity the UK market offers
- key issues which are stopping the take-up of IP
- hot buttons to press which will raise interest in IP solutions
- strategies and tactics to grow the both the market and your market share
Key report findings
- The IP contact centre market will grow from around 8,000 agent positions in 2003 to over 200,000 agent positions by 2007.
- The majority of this growth will come after 2005, when the mass market will be influenced by the large number of bluechip reference sites and demonstrable ROI and innovative applications coming from the IP revolution.
- IP contact centre solution revenues will grow from under £10m in 2003 to over £100m in 2007. The sub-50 agent position sector of the market will make up a very considerable portion of this overall market, a position which the low-end of the market has rarely been in before, which throws up a lot of questions for solution providers, many of whom have never successfully broken into this end of the industry before.
- Fear of high costs is seen as a major inhibitor to IP implementation by 48% of respondents, coming second only to fear of unreliability. Security fears and uncertainty as to the actual extra functionality that IP can bring to a contact centre are also very important inhibitors for the market to overcome.
- It is very clear that the final decision on IP is made at a senior strategic level in the majority of cases. Senior executives made the final IP decision in 53% of cases, which rose to 67% in the 250+ seat sector.
- There is unlikely to be a rush towards IP implementations.Many businesses are either trialling the technology on a smallbasis, or researching their options. It is unlikely that IP will become mainstream before 2005, but it seems highly probable that IP contact centre solutions will be the industry benchmark after this time.
- Levels of market education are poor, especially at the senior budgetholder level, where a strategic vision needs to be present to move IP forward.
- There will be little profit made from IP contact centre solutions before 2005, but long-term, this could be an extremely attractive market, although momentum is difficult to gain. Solution providers as a whole need to develop their ROI tools, reference sites and focus upon key niche markets before trying to convert the whole industry to IP.
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