- Language: English
- 1128 Pages
- Published: November 2012
- Region: Global
North American Contact Center Solution Markets
- Published: January 2002
- Region: North America, United States
- Frost & Sullivan
Call Routing Remains Key for Successful Industry Participants
Despite the introduction of e-Service and multimedia customer relationship management (CRM) solutions to the North American call center marketplace, voice routing remains the key component of contact center solutions. Voice-based companies that can seamlessly integrate voice and data customer communication while also ensuring reliability, scalability, and intelligent reporting will see the greatest gains.
This Frost & Sullivan study examines the North American markets for contact center solutions, including automatic call distributor (ACD) systems. It tracks market trends and provides expert revenue forecasts. By identifying emerging drivers and restraints and presenting profiles of market participants, this research gives its users an essential guide to the field.
System Upgrade Opportunities Exist Despite Economic Downturn
The economic slowdown contributed to declining growth rates for sales of traditional voice routing systems in 2001, writes the study’s author. This trend is expected to continue for the next two years, as businesses delay capital expenditures. Yet opportunities still exist as companies in a range of businesses look to implement processes to increase customer retention.
Companies are interested in upgrading their existing contact center system to add customer service agents, integrate multimedia features, and achieve the agent productivity improvements that advanced technology can provide, states the author. This study assesses the impact of trends and highlights market opportunities, helping your firm to endure macroeconomic downturns.
Providers Bundle Solutions to Meet Customer Demands
The emergence of bundled suites can be attributed to technological innovations and rising customer demands for broad arrays of sophisticated
contact center applications, says the analyst. End users are searching for cost-effective means of deploying solutions that minimize risk and leverage maximum benefit from their existing technology investments. The goal is to manage these applications through unified administration and reporting functions.
The availability of bundled contact center solutions will encourage many end users to purchase, says the author. By including features such as call recording and multimedia channel integration, providers offer a compelling value proposition. Reduced integration and service costs will attract mid-sized firms that require high functionality, yet operate within limited contact center budgets. This study, which tracks consumer demands and pinpoints winning strategies, will help users optimize their market share.
Additional InformationMarket Participant
Apropos Technology, Inc.
Ask Jeeves, Inc.
Aspect Communications Corp.
Blue Pumpkin Software, Inc.
Cisco Systems, Inc.
eFusion Pte. Ltd.
eOn Communications Corp.
Epicor Software Corp.
FaceTime Communications, Inc.
Interactive Intelligence, Inc.
Kana Software, Inc.
NEC USA, Inc.
NICE Systems Ltd.
Nortel Networks Ltd.
Onyx Software Corp.
Primus Knowledge Solutions, Inc.
RightNow Technologies, Inc.
Rockwell Software, Inc.
ServiceWare, Technologies, Inc.
Sideware Systems, Inc./KnowledgeMax, Inc.
Siebel Systems, Inc.
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1. Call Routing Remains Core
A. Market Overview
1. Executive Summary
2. Market and Technology Trends
B. Total Contact Center Revenues & Forecasts
1. Market Engineering Measurements
3. Drivers & Restraints
4. Revenue Forecasts
5. Forecasted Number of Contact Centers
C. Competitive Profiles of Contact Center Suite Vendors
1. Growing Importance of Contact Center Suites
2. Vendor Profiles
3. Products Offered by Major Vendors
D. Vertical Market and Regional Analysis
1. Vertical Market Analysis
2. Revenue Breakdown U.S. Vs. Canada
E. Multi-Channel Contact Centers
1. Percent of Interactions by Media Type
2. Growth of Universal Queueing
2. ACD Systems
A. Market Overview
1. Executive Summary
3. Drivers & Restraints
4. Market Engineering Measurements
B. ACD Systems Forecasts and Trends
1. ACD Revenue Forecasts
2. Pricing Trends
3. Competitive Structure
4. Revenue by Size of Contact Center
5. Market Share Analysis
6. Product Analysis
A. Award Recipients
1. Entrepreneurial Company Award
2. Business Development Strategy Award
4. Strategic Overview
A. Features Offered by Major Vendors
2. Features Provided in Contact Center Suites
List of Figures
Contact Center Solutions Market: Impact of Top Ten Industry Challenges (North America), 2001-2007
Contact Center Solutions Market: Market Drivers Ranked in Order of Impact (North America), 2001-2007
Contact Center Solutions Market: Market Restraints Ranked in Order of Impact (North America), 2001-2007
Total Contact Center Software and Hardware Market: Revenue Forecasts (North America), 2000-2006
Contact Center Solutions Market: Number of Contact Centers (North America), 2000-2005
Contact Center Solutions Market: Products Offered by Major Market Participants (North America), 2001
Contact Center Solutions Market: Percent of Revenues by End-User Type (North America), 2000-2007
Contact Center Solutions Market: Percent of Revenues by Region (North America), 1997-2007
ACD Systems Market: Impact of Top Ten Industry Challenges (North America), 2001-2007
ACD Systems Market: Market Drivers Ranked in Order of Impact (North America), 2001-2007
ACD Systems Market: Market Restraints Ranked in Order of Impact (North America), 2001-2007
ACD Systems Market: Unit Shipment and Revenue Forecasts (North America), 1997-2007
ACD Systems Market: Competitive Structure (North America), 2001
ACD Systems Market: Percent of Revenues by Size of Contact Center (North America), 2000-2005
ACD Systems Market: Market Share Trends of Major Market Participants (North America), 1999-2001
ACD Systems Market: Products Offered by Major Market Participants (North America), 2001
Contact Center Solutions Market: Features Offered by Major Vendors--Part 1 (North America), 2001
Contact Center Solutions Market: Features Offered by Major Vendors--Part 2 (North America), 2001