North American Contact Center Systems Market

On-premise Revenue Continues to Decline as Spend Shifts to Cloud Services

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Product revenue decline was significant for inbound contact routing and IVR systems, and low to moderate for quality monitoring

Table of Contents

1. Market Definitions
North America Contract Centre Markets
Market Segments
Product Definitions
Revenue Definitions
Note
2. Drivers and Restraints
Market Drivers, North America, 2016-2020
Enhanced application functionality
Demand for contact center analytics
Addition of new contact channels
Virtualization of contact center infrastructure
Others
Market Restraints, North America, 2016-2020
Customer demand for hosted/cloud contact center solutions
Change of vendor strategies and focus
Lack of channel partner/VAR capabilities
Increasing operational complexity
Others
3. Forecast by Product Segment
Inbound Contact Routing Systems
IVR and Voice Portal Systems
Outbound Dialer Systems
Quality Monitoring Systems
Others
4. Forecast by Industry Vertical
Banking and Financial Services
Telecommunications
Outsourcers
Healthcare
Others
5. Forecast by Contract Centre Size
6. Market Share- Inbound Contract Routing
Avaya
Cisco
Genesys
Interactive Intelligence
Others
7. Market Share- Outbound dialler systems
Noble Systems
Aspect
Avaya
Interactive Intelligence
Others
8. Market Share- Quality Monitoring Systems
NICE Systems
Verint Systems
HP
Avaya
Others
9. Market Share- Workforce Management Systems
NICE Systems
Verint Systems
Aspect
Genesys
Others
10. Market Share- Analytics
Verint Systems
NICE Systems
ClickFox
HP
Others
11. Market Share- Total Market
12. Key Takeaways
13. Legal Disclaimer


List of Figures & Charts

1. Contact Center Systems Market: Revenue Forecast by Product Segment, North America, 2014–2020
2. Contact Center Systems Market: Revenue Forecast by Industry Vertical, North America, 2014–2020
3. Contact Center Systems Market: Revenue Forecast by Contact Center Size, North America, 2014–2020
4. Inbound Contact Routing Systems Market: Market Share by Product Revenue, North America, 2014 and 2015
5. IVR and Voice Portal Systems Market: Market Share by Product Revenue, North America, 2014 and 2015
6. Outbound Dialer Systems Market: Market Share by Product Revenue, North America, 2014 and 2015
7. Quality Monitoring Systems Market: Market Share by Product Revenue, North America, 2014 and 2015
8. Workforce Management Systems Market: Market Share by Product Revenue, North America, 2014 and 2015
9. Contact Center Analytics Market: Market Share by Product Revenue, North America, 2014 and 2015
10. Total Contact Center Systems Market: Market Share by Product Revenue, North America, 2014 and 2015



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