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North American Contact Center Systems Market
Frost & Sullivan, June 2011, Pages: 126
This research service covers the state of the North American contact center systems market. Market segments covered include inbound contact routing systems, IVR/voice portal systems, outbound dialer systems, quality monitoring systems, workforce management software, and contact center analytics. The study discusses the drivers and restraints for growth and pricing, distribution, technology, demand, and market trends. The vertical market segments' growth is forecasted. In addition, an in-depth analysis of the competitive landscape, including vendor market shares, is given, along with the profiles of the leading vendors in the market. Strategies for success and growth in the market are also given.
This research service titled North American Contact Center Systems Market discusses the market drivers and restraints for growth and pricing, distribution, technology, demand, and market trends. In addition, the study provides an in-depth analysis of the competitive landscape, including vendor market shares. In this research, Frost & Sullivan's expert analysts thoroughly examine the following markets: inbound contact routing (including automated call distribution (ACD) and computer telephony integration (CTI)), interactive voice response (IVR) and voice portals, outbound dialers, quality monitoring, contact center analytics (including speech analytics), and workforce management.
Post-economic Downturn, North American Contact Centers Keen to Resume Investing in and Upgrading Core Infrastructure
System Vendors Offer Improved Tools to Meet the Demand of Contact Centers
Contact center system vendors in North America had a tough year in 2010, as the sales of core infrastructure took a beating due to the global economic downturn. Contact centers were reluctant to invest in core tools such as switching, ACDs, premises-based IVR, and outbound dialers. Certain applications, particularly analytics and quality management tools, grew largely because they are less expensive and disruptive to deploy while providing measurable returns in a reasonable timeframe. “Owing to these value-added applications, contact centers are now willing to invest in applications that provide excellent value to their operations and their parent organizations,” observes the analyst of this research service. “As contact centers diversify their operations to handle new kinds of customer contact channels, they require more complex, but easy to use infrastructure.”
Much of the existing infrastructure has been in place throughout the decade, and is due for upgrades. It is expected that the pent-up demand for core tools switching and IVR will stoke market growth in 2011 and beyond. Enterprises, which are the clients of contact centers, offer their own customers a variety of channels (telephone, Web, e-mail, and short message service (SMS)) for interaction. This calls for an effective and coordinated service across these channels for consistency, accuracy of information, and management of customer experiences. To achieve this balance and effectively manage the growing use of multi-modal customer contacts, IVR and voice portal solutions need to be more tightly integrated with other customer contact and business applications. Therefore, in this environment of convergence, contact centers have to take tough decisions when choosing the appropriate type of contact channels to support, and the ways in which they will integrate those with the existing voice-based systems.
While small and medium enterprises have always sought user-friendly applications, large enterprises and contact centers have accepted complexity as a necessary by-product of increased functionality. This trend is changing, as more businesses, irrespective of size, are increasingly looking for flexibility and ease of configuration, installation, and use in their contact center systems to increase their business’ speed and lower the systems’ total cost of ownership. As a solution, vendors are offering a variety of approaches that range from incremental additions to full-blown reconsideration of the contact center environment. “Vendors are also improving the usability features of many of their tools all across the application spectrum,” observes the analyst. “This includes better agent desktops, more intuitive report generation, and features for higher level managers that extract meaningful information from systems.”
Technologies:
The following technologies are covered in this research:
- Inbound contact routing (including ACD and CTI)
- Interactive voice response and voice portals
- Outbound dialers
- Quality monitoring
- Contact center analytics (including speech analytics)
- Workforce management
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