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Information Technology

North American Contact Center Systems Market


RELEASE DATE
29-Jun-2011
REGION
North America
DELIVERABLE TYPE
Market Research

RESEARCH CODE
N92C-01-00-00-00
SKU
IT02184-NA-MR_11939
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North American Contact Center Systems Market
Published on: 29-Jun-2011 | SKU: IT02184-NA-MR_11939

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Description

This research service covers the state of the North American contact center systems market. Market segments covered include inbound contact routing systems, IVR/voice portal systems, outbound dialer systems, quality monitoring systems, workforce management software, and contact center analytics. The study discusses the drivers and restraints for growth and pricing, distribution, technology, demand, and market trends. The vertical market segments' growth is forecasted. In addition, an in-depth analysis of the competitive landscape, including vendor market shares, is given, along with the profiles of the leading vendors in the market. Strategies for success and growth in the market are also given.

Table of Contents

Summary of Major Findings

  • Executive Summary
  • Scope and Methodology
  • Product Definitions
  • Market and Technology Trends
  • Market Drivers
  • Market Restraints

Inbound Contact Routing Systems Market

  • Market Overview
  • Market Engineering Measurements
  • Revenue Forecasts
  • Breakdown by Industry Vertical
  • Breakdown by Contact Center Size
  • Market Share Analysis

IVR and Voice Portal Systems Market

  • Market Overview
  • Market Engineering Measurements
  • Revenue Forecasts
  • Breakdown by Industry Vertical
  • Breakdown by Contact Center Size
  • Market Share Analysis

Outbound Dialer Systems Market

  • Market Overview
  • Market Engineering Measurements
  • Revenue Forecasts
  • Breakdown by Industry Vertical
  • Breakdown by Contact Center Size
  • Market Share Analysis

Quality Monitoring Systems Market

  • Market Overview
  • Market Engineering Measurements
  • Revenue Forecasts
  • Breakdown by Industry Vertical
  • Breakdown by Contact Center Size
  • Market Share Analysis

Workforce Management Software Market

  • Market Overview
  • Market Engineering Measurements
  • Revenue Forecasts
  • Breakdown by Industry Vertical
  • Breakdown by Contact Center Size
  • Market Share Analysis

Contact Center Analytics Market

  • Market Overview
  • Definitions and Trends
  • Market Engineering Measurements
  • Revenue Forecasts
  • Breakdown by Industry Vertical
  • Breakdown by Contact Center Size
  • Market Share Analysis

Total Contact Center Systems Market

  • Revenue Forecasts
  • Breakdown by Industry Vertical
  • Breakdown by Contact Center Size
  • Market Share Analysis
  • Products Offered by Leading Vendors

Vendor Profiles

  • Aastra Technologies
  • Altitude Software
  • Alcatel-Lucent/Genesys
  • Aspect
  • Autonomy
  • Avaya
  • Calabrio
  • CallCopy
  • CallMiner
  • Cisco Systems
  • Clickfox
  • Convergys
  • CosmoCom
  • Enkata
  • Envision Telephony
  • GMT
  • HigherGround
  • Interactive Intelligence

Vendor Profiles (Contd...)

  • Merced Systems
  • Mitel
  • NEC
  • Nexidia
  • NICE Systems
  • Noble Systems
  • SAP
  • Siemens Enterprise Communications
  • Syntellect
  • Upstream Works Software
  • UTOPY
  • Verint Witness Actionable Solutions
  • Voxeo
  • VPI
  • Zeacom

Strategic Recommendations

  • Strategic Growth Recommendations
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