Growth Opportunities in the North American Contact Center Systems Market, Forecast to 2021

Growth Opportunities in the North American Contact Center Systems Market, Forecast to 2021

Still Under Cloudy Skies, System Sales See Recovery

RELEASE DATE
25-Sep-2017
REGION
North America
Research Code: K1AA-01-00-00-00
SKU: IT03482-NA-MT_20814

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Description

New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North America Contact Center Systems Market finds that despite healthy growth in the cloud contact center market, in 2016, the market for on-premises contact center systems recovered slightly after several years of decline. Contact center analytics, quality monitoring, and recording were particular bright spots for growth, as companies seek to get the most out of their existing investments. Inbound contact routing, outbound dialing and IVR systems showed less of a decline than in previous years.

Contact center analytics systems include speech analytics, multi-channel customer interaction analytics, and contact center performance analytics applications. Analytics is of utmost importance to companies as they move towards providing omnichannel customer care and digital transformation. While traditionally divided between agent performance analytics and customer interaction analytics, developments include bridging between the two sets to improve the customer experience and worker experience, as improvements in one are reflected in benefits in the other and vice versa.

New analytics offerings focus on customer journey analytics to provide insights into the customer journey and sentiment, to improve the customer experience, fuel proactive to customer outreach, and revenue generating opportunities. Tools such as speech analytics, combined with voice biometrics and other technologies, also are being used to for fraud detection and prevention. Additional advancements have been made in workforce optimization suites, social customer care and mobile applications, reinforcing emphasis on catering preferences of the Millennial consumer and worker, improving operational efficiencies and agent empowerment. This study also provides growth opportunities in emerging areas within analytics, such as robotic process automation, Big Data, machine learning, artificial intelligence, speech technologies, personalization technologies, IoT, and applications such as virtual assistants, chatbots, messaging bots, video, and Gamification.

Enterprises are increasingly looking to source these solutions from their primary contact center infrastructure or workforce optimization vendors.
This study provides market share for 2016 solution providers in the premises-based contact center market, along with a forecast from 2016-2021. This analysis also presents some of the Customer Experience trends that Frost & Sullivan believes will shape, grow, and influence customer contact and the Customer Experience. The study focuses on those growth insights which are the most relevant for 2017-2021 in North America, and highlights the trends and insights for select industries, business models and technology areas, including:
•     Inbound Contact Routing
•     Interactive Voice Response
•     Automated Self-Service
•     Outbound Dialing
•     Workforce Management
•     Call Recording
•     Analytics

RESEARCH: INFOGRAPHIC

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Table of Contents

Purpose of this Experiential Study

5 Step Process to Transformational Growth

Key Takeaways

Strategic Imperatives for Contact Center Systems Providers (CCSPs)

North America Contact Center Systems Markets

Drivers and Restraints

Revenue Forecast by Service Segment

Total Contact Center Systems Market Share

Inbound Contact Routing Systems Market Share

IVR Systems Market Share

Outbound Dialer Systems Market Share

Quality Monitoring Systems Market Share

Workforce Management Systems Market Share

Contact Center Analytics Market Share

Levers for Growth

Growth Opportunity 1—Omnichannel Customer Care

Growth Opportunity 2—Customer Experience Analytics

Growth Opportunity 3—Big Data & Analytics/Machine Learning

Growth Opportunity 4—Social Media Monitoring

Growth Opportunity 5—Social Customer Engagement

Growth Opportunity 6—Agent Desktop/Agent Empowerment

Growth Opportunity 7—Catering to the New Workforce

Growth Opportunity 8—Automation via Artificial Intelligence (AI)

Growth Opportunity 9—Virtual Agent/Assistant

Growth Opportunity 10—Live Chat

Growth Opportunity 11—Proactive/Interactive Customer Contact

Growth Opportunity 12—Messaging Platforms in Customer Service

Growth Opportunity 13—Gamifying the Customer Experience

Growth Opportunity 14—Video

Growth Opportunity 15—Back Office WFO

Growth Opportunity 16—The IoT: Supporting Immersive Experiences

Growth Opportunity 17—WebRTC Applications

Growth Opportunity 18—BC/DR: Enabling Continuous CX

Growth Opportunity 19—Innovation & Transformation

Growth Opportunity 20—Third Party Validation

Growth Opportunity 21—Customer Lifetime Value (CLV)

Growth Opportunity 22—Best-in-Class

Growth Opportunity 23—Industry Vertical Marketing

Growth Opportunity 24—Lead Generation

Growth Opportunity 25—Inbound Marketing Capabilities

Growth Opportunity 26—Outbound Marketing Priorities

Growth Opportunity 27—Social Media Marketing

Growth Opportunity 28—Sales Enablement Content

Identifying Your Company’s Growth Zone

Growth Opportunities 1–19—Vision and Strategy

Growth Opportunities 20–30—Brand and Demand

Growth Opportunities Matrix

Growth Strategies for Your Company

Prioritized Opportunities through Implementation—Recommended Approach

Legal Disclaimer

Representative Companies Product Offerings by Segment

Abbreviations and Acronyms Used

List of Figures
  • 1. Contact Center Systems Market: Market Drivers and Restraints, North America, 2017–2021
List of Charts
  • 1. Contact Center Systems Market: Revenue Forecast byService Segment, North America, 2015–2021
  • 2. Total Contact Center Systems Market: Market Share by Product Revenue, North America, 2015 and 2016
  • 3. Inbound Contact Routing Systems Market: Market Share by Product Revenue, Global, 2015 and 2016
  • 4. IVR Systems Market: Market Share by Product Revenue, North America, 2015 and 2016
  • 5. Outbound Dialer Systems Market: Market Share by Product Revenue, North America, 2015 and 2016
  • 6. Quality Monitoring Systems Market: Market Share by Product Revenue, North America, 2015 and 2016
  • 7. Workforce Management Systems Market: Market Share by Product Revenue, North America, 2015 and 2016
  • 8. Contact Center Analytics Market: Market Share by Product Revenue, North America, 2015 and 2016
Related Research
New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North America Contact Center Systems Market finds that despite healthy growth in the cloud contact center market, in 2016, the market for on-premises contact center systems recovered slightly after several years of decline. Contact center analytics, quality monitoring, and recording were particular bright spots for growth, as companies seek to get the most out of their existing investments. Inbound contact routing, outbound dialing and IVR systems showed less of a decline than in previous years. Contact center analytics systems include speech analytics, multi-channel customer interaction analytics, and contact center performance analytics applications. Analytics is of utmost importance to companies as they move towards providing omnichannel customer care and digital transformation. While traditionally divided between agent performance analytics and customer interaction analytics, developments include bridging between the two sets to improve the customer experience and worker experience, as improvements in one are reflected in benefits in the other and vice versa. New analytics offerings focus on customer journey analytics to provide insights into the customer journey and sentiment, to improve the customer experience, fuel proactive to customer outreach, and revenue generating opportunities. Tools such as speech analytics, combined with voice biometrics and other technologies, also are being used to for fraud detection and prevention. Additional advancements have been made in workforce optimization suites, social customer care and mobile applications, reinforcing emphasis on catering preferences of the Millennial consumer and worker, improving operational efficiencies and agent empowerment. This study also provides growth opportunities in emerging areas within analytics, such as robotic process automation, Big Data, machine learning, artificial intelligence,
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Table of Contents | Executive Dashboard~ || Purpose of this Experiential Study~ || 5 Step Process to Transformational Growth~ || Key Takeaways~ || Strategic Imperatives for Contact Center Systems Providers (CCSPs)~ | Growth Environment—Market Overview~ || North America Contact Center Systems Markets~ || Drivers and Restraints~ | Market Forecasts~ || Revenue Forecast by Service Segment~ || Total Contact Center Systems Market Share~ || Inbound Contact Routing Systems Market Share~ || IVR Systems Market Share~ || Outbound Dialer Systems Market Share~ || Quality Monitoring Systems Market Share~ || Workforce Management Systems Market Share~ || Contact Center Analytics Market Share~ | Visioning Scenarios~ || Levers for Growth~ | Vision and Strategy—Growth Opportunities~ || Growth Opportunity 1—Omnichannel Customer Care~ || Growth Opportunity 2—Customer Experience Analytics~ || Growth Opportunity 3—Big Data & Analytics/Machine Learning~ || Growth Opportunity 4—Social Media Monitoring~ || Growth Opportunity 5—Social Customer Engagement~ || Growth Opportunity 6—Agent Desktop/Agent Empowerment~ || Growth Opportunity 7—Catering to the New Workforce~ || Growth Opportunity 8—Automation via Artificial Intelligence (AI)~ || Growth Opportunity 9—Virtual Agent/Assistant~ || Growth Opportunity 10—Live Chat~ || Growth Opportunity 11—Proactive/Interactive Customer Contact~ || Growth Opportunity 12—Messaging Platforms in Customer Service~ || Growth Opportunity 13—Gamifying the Customer Experience~ || Growth Opportunity 14—Video~ || Growth Opportunity 15—Back Office WFO~ || Growth Opportunity 16—The IoT: Supporting Immersive Experiences~ || Growth Opportunity 17—WebRTC Applications~ || Growth Opportunity 18—BC/DR: Enabling Continuous CX~ | Brand and Demand—Growth Opportunities~ || Growth Opportunity 19—Innovation & Transformation~ || Growth Opportunity 20—Third Party Validation~ || Growth Opportunity 21—Customer Lifetime Value (CLV)~ || Growth Opportunity 22—Best-in-Class~ || Growth Opportunity 23—Industry Vertical Marketing~ || Growth Opportunity 24—Lead Generation~ || Growth Opportunity 25—Inbound Marketing Capabilities~ || Growth Opportunity 26—Outbound Marketing Priorities~ || Growth Opportunity 27—Social Media Marketing~ || Growth Opportunity 28—Sales Enablement Content~ | Growth Opportunities Matrix~ || Identifying Your Company’s Growth Zone~ || Growth Opportunities 1–19—Vision and Strategy~ || Growth Opportunities 20–30—Brand and Demand~ || Growth Opportunities Matrix~ | Growth Strategy and Implementation~ || Growth Strategies for Your Company~ || Prioritized Opportunities through Implementation—Recommended Approach~ || Legal Disclaimer~ | Appendices~ || Representative Companies Product Offerings by Segment~ || Abbreviations and Acronyms Used~
List of Charts and Figures 1. Contact Center Systems Market: Market Drivers and Restraints, North America, 2017–2021~| 1. Contact Center Systems Market: Revenue Forecast byService Segment, North America, 2015–2021~ 2. Total Contact Center Systems Market: Market Share by Product Revenue, North America, 2015 and 2016~ 3. Inbound Contact Routing Systems Market: Market Share by Product Revenue, Global, 2015 and 2016~ 4. IVR Systems Market: Market Share by Product Revenue, North America, 2015 and 2016~ 5. Outbound Dialer Systems Market: Market Share by Product Revenue, North America, 2015 and 2016~ 6. Quality Monitoring Systems Market: Market Share by Product Revenue, North America, 2015 and 2016~ 7. Workforce Management Systems Market: Market Share by Product Revenue, North America, 2015 and 2016~ 8. Contact Center Analytics Market: Market Share by Product Revenue, North America, 2015 and 2016~
Author Nancy Jamison
Industries Information Technology
WIP Number K1AA-01-00-00-00
Is Prebook No