|[April 17, 2013]
Research and Markets: 2013 World Contact Center Interaction Recording Systems Market
DUBLIN --(Business Wire)--
Research and Markets has announced the addition of the "2013
World Contact Center Interaction Recording Systems Market"
report to their offering.
Pelorus' definition of interaction recording includes speech analytics,
quality management software, and voice the customer applications. The
report includes market sizing and market share information for the
public safety and financial trading market segments. Topics covered
include significant trends, market drivers, constraints, market size,
growth, market shares, and forecasts.
In-depth vendor profiles tell the full story - including company
history, mission, strategies, products, and key points of
differentiation. Industry sales and market share information are
detailed by geography and component. The Executive Summary includes ten
specific Success Factors deployed by best-performing companies and
identifies attractive opportunities that have been largely overlooked
Based on interviews with all major vendors and exhaustive secondary
research, Pelorus Associates forecasts sales to grow from $813 million
in 2011 to $1.2 billion in 2018. This is down from previous forecasts as
the trends to software-only and cloud-based solutions effectively reduce
per-customer revenues, despite rising demand for advanced applicatios
such as analytics and voice of the customer solutions. After several
years of virtually no growth, through the first half of 2012 global
sales were tracking to grow by 10% to $891 million. Major factors in the
turnaround are strengthening global economies, new compliance
requirements, and senior-level recognition that quality customer care is
critical to the success of the enterprise.
Some report highlights include:
- The solutions suite model has been widely adopted by the industry. In
our 2006 report only Witness Systems (News - Alert) offered a workforce optimization
suite (WFO). Now, fourteen of the twenty-four vendors examined offer WFO
- The merger and acquisition frenzy has cooled. After a flurry of
activity in 2011 there was only one acquisition in 2012.
- The bloom may be off the rose for outsourcing to low-cost nations in
the Asian sub-continent. Major companies understand that customer
relations are too valuable to be entrusted to distant third parties.
Sales growth in developing nations will become more dependent on the
formation of contact centers to support domestic businesses.
- The industry remains highly concentrated with the two leaders; NICE
Systems and Verint (News - Alert) Systems, accounting for over 80% of the total market.
2013 World Contact Center Recording Systems Market provides all the
information vendors and strategic partners need to craft winning market
Key Topics Covered:
Chapter 1 - Introduction
Chapter 2 - Executive Summary
Chapter 3 - Market Trends
Chapter 4 - Drivers and Constraints
Chapter 5 - Market size and Characteristics
Chapter 6 -Market Share and Market Forecast
Chapter 7 - Vendor Profiles
- ASC telecom
- CallCopy (News - Alert)
- CXM Record
- dvsAnalytics, Inc.
- Enghouse Systems Limited
- Envision Telephony, Inc.
- NICE Systems Inc.
- OAISYS (News - Alert)
- Verint Systems Inc.
- ZOOM International
For more information visit Research
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