North American Inbound Contact Routing Systems Markets

Frost & Sullivan, September 2010, Pages: 40

This study covers the state of the North American Inbound Contact Routing Systems Market, examining drivers and restraints for growth, pricing, distribution, technology, demand and geographical trends. Following from these, market growth for regional and vertical market segments are forecasted. In addition, an in-depth analysis of the competitive landscape including vendor market shares is included, along with profiles of the leading vendors in the industry. Strategies for success and growth in the market are also recommended.

Research Overview

This Frost & Sullivan research service titled North American Inbound Contact Routing Systems Markets provides market sizing, revenue forecasts, market shares, and emerging trends. In this research, Frost & Sullivan's expert analysts thoroughly examine the following technologies: automatic call distributor (ACD), Internet protocol (IP), session initiation protocol (SIP), and multimedia contact.

Market Overview

Virtualization of Contact Center Infrastructure and Optimized Multi-media Customer Interactions Energize Prospects for Inbound Contact Routing Systems Markets in North America

During 2009, the economic downturn had a significant restraining effect on sales of new and add-on inbound contact routing (ICR) systems for contact center organizations in North America. Some sectors started recovering in the second half of 2009, continuing through the first half of 2010. The second half of 2010 is expected to witness high growth in key verticals such as banking, financial services, telecommunications, retail, and healthcare. “The continuing migration to IP and the demand to add multi-media to strengthen reporting with the addition of analytics and real-time dashboards are pushing sales of inbound contact routing systems,” notes the analyst of this research service. “Besides this, the emerging demand to support pro-active customer contact and social networking are boosting sales of inbound contact routing systems.” Social networking has the potential to be game changing for customer service. IP transport and SIP trunking enable both reduced cost and more agile contact center configurations. Analytics do not replace contact center reports but help to identify patterns and insights difficult to find with reports alone. Pro-active customer contact is about outbound customer contacts but is being coupled with inbound customer contacts for most enterprises and enable more coordinated and unified customer service strategies.

Social networking is both a threat or wake-up call and an opportunity for enterprise customer service. Customers are indicating their loss of trust with enterprises’ marketing and customer support by turning to each other for advice and help about products and services, instead of the companies selling those products and services. Customers view enterprise marketing as deliberately misleading, as they appear to be more focused on saving money rather than helping them. By getting involved in the social networking movement, supporting customer forums, and addressing customer questions and concerns in the social world, enterprises have opportunities to win back customers’ loyalty as well as gain new customers and advocates.

Early adopter enterprises, particularly in B2C businesses, are tapping into the social phenomenon by supporting customer communities, actively monitoring social conversations on the Internet and elsewhere, and are beginning to address customer questions and concerns directly in the social world. There are at least two big opportunities as a result of social networking. Firstly, current customer service programs must be revamped to win back customers’ trust, and secondly, social networking must be addressed directly. “Contact center solutions vendors and their partners are encouraged to help their customers develop and refine their strategies for both opportunities,” says the analyst. “The industry and level of social networking activity about each customer’s business will likely dictate which opportunity should take precedence.”

Technologies

The following technologies are covered in this research:
- Automatic call distributor (ACD)
- Internet protocol (IP)
- Session initiation protocol (SIP)
- Multimedia contact

1 | NORTH AMERICAN INBOUND CONTACT ROUTING SYSTEMS MARKET

- Summary of Major Findings
- - 1. Introduction
- - 2. Scope and Methodology
- - 3. Product Definition
- - 4. Market Trends
- - 5. Measurements
- - 6. Market Challenges
- - 7. Market Drivers
- - 8. Market Restraints

- Market Analysis
- - 1. Revenue Forecasts
- - 2. Percent of Revenues by Country
- - 3. Percent of Revenues by End-user Vertical
- - 4. Percent of Revenues by System Size
- - 5. Pricing Analysis

- Competitive Dynamics
- - 1. Market Share Analysis

- Vendor Profiles
- - 1. Products Offered by Major Vendors
- - 2. Aastra Technologies
- - 3. Alcatel-Lucent/Genesys
- - 4. Altitude Software
- - 5. Aspect Software
- - 6. Avaya
- - 7. Cisco Systems
- - 8. Cosmocom
- - 9. Interactive Intelligence
- - 10. Mitel
- - 11. NEC Corporation of America
- - 12. Oracle
- - 13. Siemens Enterprise Communications
- - 14. Zeacom

- Strategic Recommendations
- - 1. Strategic Growth Recommendations
-- Strategic Growth Recommendations
-- Help Prospects and Customers with Business Cases
-- Ease-of-Use
-- Support for Social Networking
-- Increase Industry-specific Solutions and Sales Focus
-- Getting the Basics Right

List of Figures

C h a p t e r 1
North American Inbound Contact Routing Systems Market

Inbound Contact Routing Systems Market: Impact of Top Industry Challenges (North America), 2010-2016
Inbound Contact Routing Systems Market: Market Drivers Ranked in Order of Impact (North America), 2010-2016
Inbound Contact Routing Systems Market:
Market Restraints Ranked in Order of Impact (North America), 2010-2016
Inbound Contact Routing Systems Market: Product Revenue Forecasts (North America), 2008-2016
Inbound Contact Routing Systems Market: Percent of Revenues by Country (North America), 2009
Inbound Contact Routing Systems Market: Percent of Revenues by End User Vertical (North America), 2008-2016
Inbound Contact Routing Systems Market: Percent of Revenues by System Size (North America), 2008-2016
Inbound Contact Routing Systems Market: Company Market Share by Product Revenue (North America), 2008 and 2009
Inbound Contact Routing Systems Market: Products Offered by Major Vendors (North America),

List of Charts

C h a p t e r 1
North American Inbound Contact Routing Systems Market
Inbound Contact Routing Systems Market: Market Engineering Measurements (North America), 2009
Inbound Contact Routing Systems Market: Product Revenue Forecasts (North America), 2008-2016
Inbound Contact Routing Systems Market: Percent of Revenues by Country (North America), 2009
Inbound Contact Routing Systems Market: Percent of Revenues by End User Vertical (North America), 2008-2016
Inbound Contact Routing Systems Market: Percent of Revenues by System Size (North America), 2008-2016
Inbound Contact Routing Systems Market: Company Market Share by Product Revenue (North America), 2008 and 2009

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