Global Contact Center Systems Market

Emerging Regions Key for Growth in a Mature Market

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This market analysis research provides global market sizing and forecasts for premises-based contact center systems. The product segments covered are: inbound contact routing, IVR and voice portal, outbound dialer, quality monitoring, workforce management, and contact center analytics. The study provides global market sizing and forecasts by product segment, and regional forecasts for North America, EMEA, Asia Pacific, and Latin America. The study also provides vendor market shares for each of the product segments, and the total market.

Table of Contents

1. Market Definitions
2. Drivers and Restraints
Market Drivers, Global, 2015–2019
Demand for contact center analytics capabilities
Growth opportunities in developing and emerging economies around the world
Enhanced application functionality to support omni-channel customer experience strategies
Addition of new contact channels such as social and mobile contact, and channel integration
Cost savings and other benefits from migrating to IP and SIP-based architectures
Market Restraints, Global, 2015–2019
Customer demand for hosted/cloud contact center solutions
Change of vendor strategy and focus from on-premises to cloud contact center solutions
Constrained IT budgets and competing priorities and resources
Increasing operational complexity due to proliferation of contact channels
Lack of channel partner/VAR capabilities to sell to line-of-business decision makers
3. Revenue Forecast by Product Segment, Global, 2013–2019
4. Revenue Forecast by Region, Global, 2013–2019
5. Inbound Contact Routing Systems Market: Market Share by Product Revenue, Global, 2013 and 2014
Avaya
Cisco
Genesys
Unify
Interactive Intelligence
Mitel Networks
6. IVR and Voice Portal Systems Market: Market Share by Product Revenue, Global, 2013 and 2014
7. Outbound Dialer Systems Market: Market Share by Product Revenue, Global, 2013 and 2014
Aspect
Avaya
Noble Systems
Altitude Software
Genesys
8. Quality Monitoring Systems Market: Market Share by Product Revenue, Global, 2013 and 2014
NICE Systems
Verint Systems
HP
Calabrio
Avaya
9. Workforce Management Systems Market: Market Share by Product Revenue, Global, 2013 and 2014
10. Contact Center Analytics Market: Market Share by Product Revenue, Global, 2013 and 2014
Verint Systems
NICE Systems
HP
ClickFox
Genesys
11. Total Contact Center Systems Market: Market Share by Product Revenue, Global, 2013 and 2014
12. Legal Disclaimer


List of Figures & Charts

1. Global Contact Center Systems Markets
2. Contact Center Systems Market: Market Drivers and Restraints, Global, 2015–2019
3. Contact Center Systems Market: Revenue Forecast by Product Segment, Global, 2013–2019
4. Contact Center Systems Market: Revenue Forecast by Region, Global, 2013–2019
5. Inbound Contact Routing Systems Market: Market Share by Product Revenue, Global, 2013 and 2014
6. IVR and Voice Portal Systems Market: Market Share by Product Revenue, Global, 2013 and 2014
7. Outbound Dialer Systems Market: Market Share by Product Revenue, Global, 2013 and 2014
8. Quality Monitoring Systems Market: Market Share by Product Revenue, Global, 2013 and 2014
9. Quality Monitoring Systems Market: Market Share by Product Revenue, Global, 2013 and 2014
10. Quality Monitoring Systems Market: Market Share by Product Revenue, Global, 2013 and 2014
11. Contact Center Analytics Market: Market Share by Product Revenue, Global, 2013 and 2014
12. Total Contact Center Systems Market: Market Share by Product Revenue, Global, 2013 and 2014



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