|
|
 |
|
Viewing report
|
|
|
|
2010 World Contact Center Interaction Recording Systems Market
Pelorus Associates, Nov 2010, Pages: 130+
Global sales of contact center interaction recording systems expect to reach $1.24 billion in 2015
This latest report is the fifth of a series of interaction recording market research reports. These reports exclusively address sales to the contact center market. Topics covered include significant trends, market drivers, constraints, market size, growth, and market shares. In-depth vendor profiles tell the full story, including company history, mission, strategies, products, and key points of differentiation. Industry sales and market share information are detailed by geography and component.
Based on interviews with all major vendors and exhaustive secondary research, the research shows that world demand for contact center recording systems reached $800 million in 2009, essentially unchanged from $795 million in 2007. After several years of double digit growth demand flattened over the past two years. The two major factors were a weak global economy and a dramatic decline in hardware revenues, as vendors transitioned to more software-centric platforms. The report forecasts sales to grow to $1.24 billion in 2015. This is down from our previous forecast. While sales growth in the contact center space has clearly slowed, there remain exciting upsides for applications outside the contact center and for the continued rapid growth of analytics software.
Some highlights include:
- The solutions suite model has been widely adopted by the industry. In our 2006 report only Witness Systems offered a workforce optimization suite (WFO). Now, fifteen of the 27 vendors examined offer WFO suite solutions. However, only NICE, VPI and Verint provide all applications of the complete suite
- The merger and acquisition frenzy has cooled. There were three smallish deals in 2010 and only one in 2009.
- The bloom may be off the rose for outsourcing to low-cost nations in the Asian sub-continent. Major companies understand that customer relations are too valuable to be entrusted to distant third parties. Sales growth id developing nations will become more dependent on the formation of contact centers to support domestic businesses.
- The industry remains highly concentrated with the two leaders; NICE Systems and Verint Witness Actionable Solutions, accounting for 78% of the total market. However, this is down from our prior reports.
This 130+ page report has over 40 detailed tables. Although the specific application we focus on is interaction recording, most of the material in this report is applicable to all products sold into the contact enter environment.
Topics covered include significant trends, market drivers, constraints, market size, growth, and market shares. In-depth vendor profiles tell the full story, including company history, mission, strategies, products, and key points of differentiation. Industry sales and market share information are detailed by geography and component. The Executive Summary includes fourteen specific “Success Factors” deployed by best-performing companies and identifies attractive opportunities that have been largely overlooked
How your organization can use this report:
- Product planning:
Product planners have to ask themselves many questions. Should you be marketing product bundles or stand alone offers? What applications should be included in an integrated suite? Is the industry moving to SOA or thin-client architecture? Should we be preparing for SIP trunking? How important is customer experience management? This report explains where the industry is on all of these questions and more.
- Marketing Strategy:
It can take many weeks or even months to collect the necessary background information to prepare a solid marketing plan. Much of what any professional market planner needs to know about market size, trends, and direction is contained in this report.
- Sales management:
Sales executives need to produce meaningful forecasts. Sales staff input is essential but needs to be tempered by cold hard facts about market size and growth. We also discuss current trends in distribution strategy and provide a thorough competitive analysis.
- New employee orientation:
New employees in sales, marketing, and R&D capacities may have come from different industries. They need a thorough and objective primer on the business. Some companies extract charts from our reports to include in orientation classes.
- Securing funding:
Young companies often need to secure venture capital funding. The people that hold the purse strings expect a well documented business plan. Market sizing and forecasts from reputable third-party research firms add substance and credibility to your proposals.
|
|
|
|
