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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
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| Deliverable Type | Market Research |
|---|---|
| No Index | No |
| Podcast | No |
| Table of Contents | | Market Definitions~ || North America Contract Centre Markets~ ||| Market Segments ~ ||| Product Definitions~ ||| Revenue Definitions~ ||| Note~ | 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~ | Forecast by Product Segment~ || Inbound Contact Routing Systems ~ || IVR and Voice Portal Systems ~ || Outbound Dialer Systems ~ || Quality Monitoring Systems ~ || Others ~ | Forecast by Industry Vertical~ || Banking and Financial Services ~ || Telecommunications~ || Outsourcers ~ || Healthcare ~ || Others~ | Forecast by Contract Centre Size~ | Market Share- Inbound Contract Routing~ || Avaya~ || Cisco~ || Genesys~ || Interactive Intelligence~ || Others~ | Market Share- Outbound dialler systems~ || Noble Systems~ || Aspect~ || Avaya~ || Interactive Intelligence~ || Others~ | Market Share- Quality Monitoring Systems~ || NICE Systems~ || Verint Systems~ || HP~ || Avaya~ || Others ~ | Market Share- Workforce Management Systems~ || NICE Systems~ || Verint Systems~ || Aspect~ || Genesys~ || Others~ | Market Share- Analytics~ || Verint Systems~ || NICE Systems~ || ClickFox~ || HP~ || Others~ | Market Share- Total Market~ | Key Takeaways~ | Legal Disclaimer~ |
| List of Charts and 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~ |
| Author | Nancy Jamison |
| Industries | Information Technology |
| WIP Number | K114-01-00-00-00 |
| Is Prebook | No |
North American Contact Center Systems Market
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