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North American Contact Center Solution Markets
Frost & Sullivan, Jan 2002
Call Routing Remains Key for Successful Industry Participants
Despite the introduction of e-Service and multimedia customer relationship management (CRM) solutions to the North American call center marketplace, voice routing remains the key component of contact center solutions. Voice-based companies that can seamlessly integrate voice and data customer communication while also ensuring reliability, scalability, and intelligent reporting will see the greatest gains.
This Frost & Sullivan study examines the North American markets for contact center solutions, including automatic call distributor (ACD) systems. It tracks market trends and provides expert revenue forecasts. By identifying emerging drivers and restraints and presenting profiles of market participants, this research gives its users an essential guide to the field.
System Upgrade Opportunities Exist Despite Economic Downturn
The economic slowdown contributed to declining growth rates for sales of traditional voice routing systems in 2001, writes the study’s author. This trend is expected to continue for the next two years, as businesses delay capital expenditures. Yet opportunities still exist as companies in a range of businesses look to implement processes to increase customer retention.
Companies are interested in upgrading their existing contact center system to add customer service agents, integrate multimedia features, and achieve the agent productivity improvements that advanced technology can provide, states the author. This study assesses the impact of trends and highlights market opportunities, helping your firm to endure macroeconomic downturns.
Providers Bundle Solutions to Meet Customer Demands
The emergence of bundled suites can be attributed to technological innovations and rising customer demands for broad arrays of sophisticated
contact center applications, says the analyst. End users are searching for cost-effective means of deploying solutions that minimize risk and leverage maximum benefit from their existing technology investments. The goal is to manage these applications through unified administration and reporting functions.
The availability of bundled contact center solutions will encourage many end users to purchase, says the author. By including features such as call recording and multimedia channel integration, providers offer a compelling value proposition. Reduced integration and service costs will attract mid-sized firms that require high functionality, yet operate within limited contact center budgets. This study, which tracks consumer demands and pinpoints winning strategies, will help users optimize their market share.
Additional InformationMarket Participant
3Com Corp.
Alcate
Apropos Technology, Inc.
Ask Jeeves, Inc.
Aspect Communications Corp.
Avaya, Inc.
Banter, Inc.
Blue Pumpkin Software, Inc.
CELLIT, Inc.
Cintech Solution
Cisco Systems, Inc.
CosmoCom, Inc.
Davox Corp.
eConvergent, Inc.
eFusion Pte. Ltd.
eOn Communications Corp.
Epicor Software Corp.
Ericcsso
Eyretel, Inc.
FaceTime Communications, Inc.
Genesys Lab
Hewlett-Packard Co.
Hipbone, Inc.
Interactive Intelligence, Inc.
Kana Software, Inc.
NEC USA, Inc.
NICE Systems Ltd.
Nortel Networks Ltd.
Onyx Software Corp.
Oracle Corp.
PeopleSoft, Inc.
Pivotal Corp.
Primus Knowledge Solutions, Inc.
Remedy Corp.
RightNow Technologies, Inc.
Rockwell Software, Inc.
ServiceWare, Technologies, Inc.
Sideware Systems, Inc./KnowledgeMax, Inc.
Siebel Systems, Inc.
Siemens A
Talsima Corp.
Telephony@Work, Inc.
Witness System
Aerospace
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Biotech
Chemicals
Conferencing
Consumer
e-Business
Environment
Food
Healthcare
Internet Security
IT
Latin America
Medical Devices
Motors
Pharmaceuticals
Power
Sensors
Smart Cards
Technical Insights
Telecom Services
Transportation
Water
Wireless
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