Analysis of the Global Contact Center and Office Headset Market

Frost & Sullivan, November 2011, Pages: 108

Unified Communications Redefines the Value of Headsets in the Enterprise Space

Key Features:

This study provides an in-depth analysis of the global contact center and office headset market. The types of headsets covered in this research service are as follows: monaural, binaural, over the head, over the ear, convertible, omni-directional, noise-canceling, cordless, wireless, and PC.

The study offers global forecasts by unit shipment and revenue. It includes the Africa, Asia Pacific, Europe, Latin America, Middle East, and North America regions. This study provides headset manufacturers and resellers a detailed analysis of the trends that are driving and restraining this market.

Finally, strategic recommendations will be made, which Frost & Sullivan consider to be important in order to guarantee competitiveness in this market.

Market Overview - Definitions:

UNITS

This research service analyzes the global CC&O headset market, which includes corded and cordless headsets that are used in conjunction with any business phone (analog, digital, and IP phones, as well as PC-based soft clients), and are integrated with the rest of the enterprise communications infrastructure (premises-based TDM/IP platforms/hosted TDM/IP Centrex services).

This study covers enterprise-grade PC USB headsets that are used along with softphones and UC clients; however, mobile headsets that are used with cellular devices and smartphones are not discussed. The PC USB/normal office headsets used by the small office home office (SOHO) segment are not included in this research service.

Additionally, this study does not take into account the headsets purchased by employees (and used at their workplace).

This research service also includes multiuse/hybrid headsets that work with both desktop phones and mobile devices. In addition, the units or revenues associated with any headset infrastructure other than the headset itself, such as switchboxes, adapters, base stations, hubs, and amplifiers, are excluded.

REVENUE

Revenue in each regional market represents manufacturers' sales of CC&O headsets to service providers, distributors, retailers, resellers, OEM partners, and other distribution channels, as well as direct sales to enterprise customers.

Revenues are indicative of product sales. They do not include any service fee associated with maintenance programs, integration services, installation, and training.

REGIONAL SEGMENTATION

In this study (for unit shipment and revenue forecasts), the global CC&O headset market is segmented into three regions, namely, NALA, EMEA, and Asia Pacific. However, these regions will be separated further.

Executive Summary
Executive Summary
Market Engineering Measurements
CEO's Perspective

Market Overview
State of the Market
Definitions
Key Questions This Study Will Answer
Segmentation
Channel Findings
Channel Findings North America
Channel Findings Europe

External Challenges: Drivers and Restraints—Total CC&O Headset Market
Drivers—Impact and Duration
Drivers Explained
Restraints—Impact and Duration
Restraints Explained

Forecasts and Trends—Total CC&O Headset Market
Market Engineering Measurements
Trends
Forecast assumptions
Total CC&O Headset Market—Revenue by Region
Total CC&O Headset Market—Unit Shipment and Revenue Forecast
Contact Center—Unit Shipment and Revenue Forecast
Office—Unit Shipment and Revenue Forecast
Office versus Contact Center—Unit Shipment and Revenue Forecast
Wireless—Unit Shipment and Revenue Forecast
Corded—Unit Shipment and Revenue Forecast
Corded versus Wireless—Unit Shipment and Revenue Forecast
Corded versus Wireless—Percent of Unit Shipment and Revenue Forecast
PC USB Telephony Headsets versus the Rest of Telephony Headsets—Percent of Unit Shipments

Regional CC&O Headset Market Findings
North America and Latin America
Europe, Middle East and Africa
Asia Pacific

Demand Analysis—Total CC&O Headset Market
United States
Europe

Market Share and Competitive Analysis—Total CC&O Headset Market
Market Share
Competitive Environment

CC&O Headset Vendor Profiles
Profile—Plantronics, Inc.
Profile—GN Netcom
Profile—Sennheiser Communications
Profile—Accutone
SWOT Analysis for Accutone and Sennheiser
Emerging Competitors
Other Headset Manufacturers

Strategic Recommendations
The Last Word—Three Big Predictions
Appendix

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