Global Contact Center Systems Market

Information TechnologyGlobal Contact Center Systems Market

Emerging Regions Key for Growth in a Mature Market

RELEASE DATE
19-Oct-2015
REGION
Global
Deliverable Type
Market Research
Research Code: NEC1-01-00-00-00
SKU: IT00756-GL-MR_02046
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$4,950.00
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SKU
IT00756-GL-MR_02046

Global Contact Center Systems Market
Published on: 19-Oct-2015 | SKU: IT00756-GL-MR_02046

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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.

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

Avaya

Cisco

Genesys

Unify

Interactive Intelligence

Mitel Networks

Aspect

Avaya

Noble Systems

Altitude Software

Genesys

NICE Systems

Verint Systems

HP

Calabrio

Avaya

Verint Systems

NICE Systems

HP

ClickFox

Genesys

List of Figures
  • 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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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.
More Information
Deliverable Type Market Research
No Index No
Podcast No
Table of Contents | Market Definitions~ | 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~ | Revenue Forecast by Product Segment, Global, 2013–2019~ | Revenue Forecast by Region, Global, 2013–2019~ | Inbound Contact Routing Systems Market: Market Share by Product Revenue, Global, 2013 and 2014~ || Avaya~ || Cisco~ || Genesys~ || Unify~ || Interactive Intelligence~ || Mitel Networks~ | IVR and Voice Portal Systems Market: Market Share by Product Revenue, Global, 2013 and 2014 ~ | Outbound Dialer Systems Market: Market Share by Product Revenue, Global, 2013 and 2014~ || Aspect~ || Avaya~ || Noble Systems~ || Altitude Software~ || Genesys~ | Quality Monitoring Systems Market: Market Share by Product Revenue, Global, 2013 and 2014~ || NICE Systems~ || Verint Systems~ || HP~ || Calabrio~ || Avaya~ | Workforce Management Systems Market: Market Share by Product Revenue, Global, 2013 and 2014~ | Contact Center Analytics Market: Market Share by Product Revenue, Global, 2013 and 2014~ || Verint Systems~ || NICE Systems~ || HP~ || ClickFox~ || Genesys~ | Total Contact Center Systems Market: Market Share by Product Revenue, Global, 2013 and 2014~ | Legal Disclaimer~
List of Charts and Figures 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~
Author Ashwin Iyer
Industries Information Technology
WIP Number NEC1-01-00-00-00
Is Prebook No