VoIP Contact Center

TMCnet - World's Largest Communications and Technology Community

VoIP Contact Center - sponsored by Interactive Intelligence
ININ logo

VoIP Contact Center Featured Article

December 19, 2007

Research Shows North American Enterprise Communications Produced Gains

By Susan J. Campbell, TMCnet Contributing Editor

While the contact center plays a key role in customer communications for the organization, it is nearly impossible today for these contact centers to be effective without technology implementations. As a result, the contact center industry and its purchasing habits play a key role in enterprise communications revenues.
According to industry analyst firm, IntelliCom Analytics, North American enterprise communications product revenues increased by 13 percent in the third quarter of 2007, compared to the previous quarter.
Those aspects of the industry measured include IP Telephony and traditional TDM platforms, end user devices, and all associated communication applications such as messaging, contact center and unified communications.

"Mainstream adoption of IP Telephony solutions is driving strong growth in the market, both in terms of new customer sales and accelerated rollouts by existing customers to branch locations," said Frank Stinson, Senior Analyst at IntelliCom Analytics, in a company statement.

The North American market was led by Cisco with 22.7 percent of total product revenues. Second place Avaya (News - Alert) claims 21.4 percent of the market. Cisco also lead the market with revenues associated with platform hardware supporting call control solutions, related applications, and end-user devices, with 26 percent share of the market.

Avaya took the lead in terms of total revenues associated with the applications that overlay IP infrastructures, with 29 percent share of total business communications software revenues for the quarter. The company’s leadership extended to call control, messaging and contact center segments.

"Avaya and Cisco (News - Alert) are engaged in a closely fought battle for overall market leadership," explained Stinson. "But there are distinct differences in each company's mix of revenues in the different value layers, with Avaya making demonstrable progress in transforming its business model to a software-centric basis, while Cisco continues to benefit from supplying the supporting hardware required in new IP Telephony implementations."

A quarterly market tracking service, the IntelliCom Market Performance Dashboard evaluates vendor performance across all layers of the enterprise communications value stack. The company’s research focuses mainly on business communications software applications, telephony platform hardware, end-user devices and supporting services.

IntelliCom Analytics is a professional services and business research provider focused on the rapidly evolving intelligent communications market.

Communications within the enterprise are advancing and gaining in priority. What’s more, companies are placing more emphasis on the importance of the contact center, thereby increasing spending on next-generation solutions to advance the efforts of customer-facing solutions. In tightly competitive industries, such an approach is producing significant success.
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers whitepapers, case studies and other documents which are free to registered users.
Today’s featured White Paper (News - Alert) is titled VoIP Doesn’t Require Any Phone Equipment Investment, brought to you by Accessline.

Technology Marketing Corporation

2 Trap Falls Road Suite 106, Shelton, CT 06484 USA
Ph: +1-203-852-6800, 800-243-6002

General comments: tmc@tmcnet.com.
Comments about this site: webmaster@tmcnet.com.


© 2021 Technology Marketing Corporation. All rights reserved | Privacy Policy