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2014 North American Contact Center Systems Buyer's Guide

  • November 2014
  • -
  • Frost & Sullivan
  • -
  • 72 pages

Purpose

This study is divided into two sections:
Section 1 provides analyst commentary on the most important market forces affecting contact center system trends for 2014. This is based on extensive primary and secondary research. Given the maturity of the North American market, Frost & Sullivan expects these trends to extend well into 2017.
Section 2 highlights the top-performing contact center systems providers (as measured by their North American revenues, specifically). The purpose is to provide enterprise organizations with a fundamental assessment of these providers and their capabilities in a single study. Each company strives to deliver excellent customer care and many have unique solutions. Solution providers are listed in alphabetical order.

Introduction

Many early core developments in contact center technology came about within the premise-based systems market. Systems solutions providers were the primary suppliers to the contact center outsourcing markets and much of the hosted markets as well, with pure-play cloud providers and outsourcers supplying solutions much later in the game. Recently, though, revenues from cloud contact center systems providers exceed those of premise-based systems providers. In 2013, the total hosted contact center market reached $ billion in revenue, as opposed to premise-based contact center systems at $ billion.
However, the cloud does not necessarily signal the death knell for premise-based systems. In fact, a vast installed base of systems is ripe for replacement, and not all will move to the cloud. Frost & Sullivan believes there is still significant demand for premise-based contact center systems. Indeed, in the North American market, business and technology needs are changing so quickly that Frost & Sullivan expects refresh cycles to shrink from years to a range of years, and companies that have deferred upgrading during the economic downturn will be looking to make a change. It also means that new on-premise contact center systems purchased by enterprises in the last years will be due for replacement in the near future. Many of those customers will want to stick with on-premise deployments.

Changing Needs of the Techno-Savvy Consumer

Experience matters. Just as contact centers have evolved, so have consumers. Today’s consumers are increasingly techno-savvy and mobile. As a result, the two dominant trends of the past decade have been improving the Customer Experience and multichannel adoption. Frost & Sullivan is seeing a rise in the adoption of mobile applications that are targeted at customer care and the use of social media as a tool for engaging with customers. In fact, Frost & Sullivan customer research shows that over the next two years use of social, mobile, chat, and the Web will all increase at the expense of the voice channel. Therefore, solution providers that build out these channels to provide better customer care will be better poised to maintain their share of the market. Exhibit 1 depicts the current versus future customer interaction channel usage: (mean percent) for North America in 2014.

Table Of Contents

2014 North American Contact Center Systems Buyer's Guide
EXECUTIVE SUMMARY 3
Purpose 3
Introduction 3
MARKET TRENDS 4
COMPANY PROFILES 6
Aspect Software 6
Overview 6
Avaya 13
Calabrio 17
CallMiner 19
Cisco 21
Envision 24
Genesys 26
Interactive Intelligence 31
Mitel 37
Nexidia 41
NICE Systems 45
Noble Systems 49
SAP 53
Unify 56
Uptivity 60
Verint Systems 62
VPI 67
CONCLUSIONS 69
Legal Disclaimer 71
The Frost and Sullivan Story 72

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