BPA Featured Article

Call Monitoring a Major Part of Contact Center Growth

By Steve Anderson, Contributing Writer
April 11, 2017

The good news of a recent study is that there are likely to be some growth opportunities ahead in the contact center across a 14 country market. The bad news, however, is that many of these may be limited thanks to global uncertainty in the economic markets. The specifics of this report show that there's a lot going on, and call monitoring is certainly in on the action.

The report in question addressed six major fronts in 14 countries, all related to the contact center—call monitoring, or “quality monitoring,” was one of the six—and ran the study from 2015 to 2022, looking at overall market trends, trends by region, revenue forecasts and more.

Included in the report was an analysis of several key points: the current landscape as far as competing firms go—who's on top, who may be staging challenges and so on—how that landscape is likely to change in the near term, what those companies are doing, and several other key points. Further, the report reveals the names of several of the biggest players in the field, ranging from major names like Alcatel-Lucent (News - Alert), Ericsson, Nuance Communications and ZTE to lesser-known entries like Hanmec, Spectra and West Interactive.

The good news is that there is expected growth in this market; in 2015, the market was valued at $655.4 million. By 2022, that number will rise to $790.9 million, representing a compound annual growth rate (CAGR) of 2.7 percent.  If that sounds like lackluster growth, that's reasonable enough to say; “global economic uncertainty” is said to be the major limiting factor here.

Still, there's a potential upside here; after all, there's only so much anyone can buy in one area. Years of expansion and restriction came before this period, and history has a tendency of repeating itself. So, while 2.7 percent may not seem like much, it’s still going in a positive direction, and I’d bet that the market is bound to see even more growth soon.

Edited by Alicia Young