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2010 World Contact Center Interaction Recording Systems Market Product Image

2010 World Contact Center Interaction Recording Systems Market

  • ID: 1512422
  • November 2010
  • Region: Global
  • 130 Pages +
  • Pelorus Associates

FEATURED COMPANIES

  • ASC telecom
  • Autonomy etalk
  • CallCopy
  • CyberTech International
  • Envision Telephony, Inc.
  • NICE Systems Inc.
  • MORE

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 READ MORE >

FEATURED COMPANIES

  • ASC telecom
  • Autonomy etalk
  • CallCopy
  • CyberTech International
  • Envision Telephony, Inc.
  • NICE Systems Inc.
  • MORE

Chapter 1
- Introduction
- Overview
- Scope
- Methodology
- Report Organization
- Terms
- How your organization can use this report
- Other contact center reports authored by Dick Bucci
- Table of Contents
- Table of Tables

Chapter 2
- Executive Summary
- Market Size
- Market Shares
- Business Environment Trends
- Contact Center Trends
- Vendor trends
- Market Drivers
- Market Restraints
- Success Factors

Chapter 3
- Market Trends
- Overview
- Business Environment Trends
- Contact Center Trends
- Vendor Trends

Chapter 4
- Drivers and Restraints
- Overview
- Short-Term Drivers
- Long-Term Drivers
- Constraints

Chapter 5
- Market Analysis
- Overview
- World Agents and Contact Centers
- Size of Contact Centers
- Penetration of Contact Center Applications
- Market Size and Distribution
- World Market Shares
- Market Forecast Methods
- Market Forecast,

Chapter 6
- Vendor Profiles
- Overview
- Product Offers
- Target Markets
- Sales Ranges
- ASC telecom
- Aspect
- Autonomy etalk
- Calabrio, Inc.
- CallCopy
- Co-nexus, Inc.
- CyberTech International
- dvsAnalytics, Inc.
- Envision Telephony, Inc.
- HigherGround, Inc.
- NICE Systems Inc.
- OAISYS
- TelStrat
- Verint Systems Inc.
- VPI
- ZOOM International
- About the Author

List of Tables:

Chapter 3 Market Trends

Table 3.1 Business Environment Trends
Table 3.2 Contact Center Trends
Table 3.3 First Choice of Communications Channels
Table 3.4 Median Income - CSR's
Table 3.5 Where Senior Executives Want More Information
Table 3.6 Vendor Trends
Table 3.7 Industry Mergers and Acquisitions

Chapter 4 - Drivers and Constraints

Table 4.1 Short-term Drivers
Table 4.2 Classical Product Lifecycle
Table 4.3 Long-term Drivers
Table 4.4 ACD Shipments by Region
Table 4.5 Market Constraints
Table 4.6 Employment Growth - U.S. Agents

Chapter 5 - Market Analysis

Table 5.1 Contact Centers and Agents by Geography
Table 5.2 Agent Positions by Size of Contact Center, N.A.
Table 5.3 Penetration of Contact Center Applications by Size
Table 5.4 Interaction Recording Sales by Application
Table 5.5 Contact Center Recording Sales by Year
Table 5.6 Contact Center Recording Sales by Geography
Table 5.7 Contact Center Recording Sales by Component, 2007 V 2009
Table 5.8 Recording Sales by Vendor - All Uses
Table 5.9 Contact Center Recording Sales by Vendor
Table 5.10 Contact Center Market Share Leaders, 2005-2009
Table 5.11 Contact Center Software Sales by Vendor
Table 5.12 Contact Center Software and Service Sales by Vendor
Table 5.13 North America Contact Center Sales by Vendor
Table 5.14 Market Share Leaders, N. America, 2005-2009
Table 5.15 EMEA Contact Center Sales by Vendor
Table 5.16 Market Share Leaders, EMEA, 2005-2009
Table 5.17 ROW Contact Center Sales by Vendor
Table 5.18 Market Share Leaders, ROW, 2005-2009
Table 5.19 Forecast Model Assumptions
Table 5.20 Projected Sales - 2007 to 2015

Chapter 6 - Vendor Analysis

Table 6.1 Summary of Product Offers
Table 6.2 Bundling Strategy
Table 6.3 Primary Target Markets
Table 6.4 Sales range by Vendor

- ASC telecom

- Aspect

- Autonomy etalk

- Calabrio, Inc.

- CallCopy

- Co-nexus, Inc.

- CyberTech International

- dvsAnalytics, Inc.

- Envision Telephony, Inc.

- HigherGround, Inc.

- NICE Systems Inc.

- OAISYS

- TelStrat

- Verint Systems Inc.

- VPI

- ZOOM International

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