USD
GBP 
CNY 
EUR 
INR 
JPY 
MYR 
ZAR 
KRW 
THB 
Emerging Regions Key for Growth in a Mature Market
19-Oct-2015
Global
Market Research
NEC1-01-00-00-00
IT00756-GL-MR_02046
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
Speak directly with our analytics experts for tailored recommendations.
Recent related Contact Centers research
28 Sep 2026 | Global | Frost Radar
Frost Radar™: Communications Platform as a Service, 2026
Communications platform as a service (CPaaS) has become foundational infrastructure for digital business, embedding programmable voice, messaging, and video into the applications where customers and employees engage. Enterprises are rearchitecting their communication workflows around programmable in...
10 Sep 2026 | Global | Market Research
From Risk to Advantage
This analyst insight examines the market forces driving AI adoption in CX management and explains why governance must evolve alongside automation. It outlines the operational and compliance risks of poorly governed AI, identifies the core pillars of effective governance, and provides a practical roa...
09 Sep 2026 | Global | Technology Research
Unified Cloud Control: The Emergence of Intelligent Multi-Cloud Management Platforms, 2026-2030
This report emerges as the evolution of an integrated cloud manipulation management system as complementary technology for employer cloud manipulation management systems to enable businesses to manage increasingly distributed workloads in public, private, hybrid, edge, and sovereign clouds in one ma...
02 Sep 2026 | Global | Market Research
CX Unfiltered: Industry Trends Redefining Customer Obsession
This report examines the transformation of the Customer Experience (CX) Management and Business Process Outsourcing (BPO) industry as artificial intelligence (AI), automation, and evolving enterprise expectations re-shape traditional service delivery models. Drawing on insights from Frost & Sullivan...
03 Aug 2026 | Asia Pacific | Frost Radar
Frost Radar™: Customer Experience Platforms in Asia-Pacific, 2026
Customer experience (CX) platforms serve as the operational and intelligence layer through which organizations manage, orchestrate, and continuously optimize customer interactions across every channel and touchpoint. As contact centers evolve beyond traditional voice interactions to include digital ...
Purchase includes:
- Report download
- Growth Dialog™ with our experts
Growth Dialog™
A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.
| 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 |
Global Contact Center Systems Market
$4,950.00
Special Price $3,712.50 save 25 %