USD
GBP 
CNY 
EUR 
INR 
JPY 
MYR 
ZAR 
KRW 
THB 
North American Contact Center Systems Market
On-premise Revenue Continues to Decline as Spend Shifts to Cloud Services
19-Sep-2016
North America
Market Research
K114-01-00-00-00
IT03138-NA-MR_19008
Product revenue decline was significant for inbound contact routing and IVR systems, and low to moderate for quality monitoring
North America Contract Centre Markets
- Market Segments
- Product Definitions
- Revenue Definitions
- Note
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
Inbound Contact Routing Systems
IVR and Voice Portal Systems
Outbound Dialer Systems
Quality Monitoring Systems
Others
Banking and Financial Services
Telecommunications
Outsourcers
Healthcare
Others
Avaya
Cisco
Genesys
Interactive Intelligence
Others
Noble Systems
Aspect
Avaya
Interactive Intelligence
Others
NICE Systems
Verint Systems
HP
Avaya
Others
NICE Systems
Verint Systems
Aspect
Genesys
Others
Verint Systems
NICE Systems
ClickFox
HP
Others
List of Figures
- 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
Speak directly with our analytics experts for tailored recommendations.
Recent related Digital Enterprise research
03 Nov 2026 | Global | Frost Radar
Frost Radar™: Go-to-Market Intelligence and Activation Platforms, 2026
The business-to-business go-to-market (GTM) intelligence and activation platform market is evolving beyond traditional sales intelligence, intent data, and account-based marketing to encompass platforms that combine intelligence, decisioning, activation, orchestration, and measurement to help organi...
26 Oct 2026 | North America | Frost Radar
Frost Radar™: North American Live Media Contribution, Transport, and Managed Distribution Services, 2026
The North American live media contribution, transport, and managed distribution services market provides the business-to-business infrastructure and operational support required to acquire, move, process, monitor, and deliver live video feeds between venues, production environments, broadcasters, ri...
25 Sep 2026 | Global | Frost Radar
Frost Radar™: Demand-Side Platforms, 2026
Demand-side platforms (DSPs) have evolved from programmatic buying tools into the decisioning infrastructure through which advertisers plan, execute, optimize, and measure campaigns across connected television, display, video, audio, digital out-of-home, and commerce media. Frost & Sullivan estimate...
10 Sep 2026 | Global | Frost Radar
Frost Radar™: Entertainment Metadata and Content Discovery Platforms, 2026
The entertainment metadata and content discovery platforms market sits at the center of a structural problem the industry has never fully solved: content abundance has outpaced the infrastructure needed to make that content findable. As catalogs fragment across subscription or advertisement-based vi...
07 Aug 2026 | Global | Frost Radar
Frost Radar™: Online Video Platforms for Media and Entertainment, 2026
This Frost Radar™ highlights the online video platform market at a critical inflection point: platforms have evolved from simple delivery layers into the economic engines of streaming. As the industry shifts its focus from subscriber growth to monetization efficiency, the platforms are emerging as t...
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.