Oracle’s acquisitions of Siebel Systems and PeopleSoft strengthened its grip on the North American customer relationship management (CRM) market, giving it a lion’s share of the multimedia systems (MM) market.

The report cautions, though, that as the large enterprise segment begins to saturate, there may be a notable stagnation in growth. “Taking this into consideration, vendors should adapt their marketing strategy to target the small to mid-sized business,” a layer of the market that is proving to be lucrative for most contact center solutions providers.
There will be “tremendous potential for growth in the small to mid-enterprise sector,” says Kakodkar. “The industry may experience a slowdown till the still-nascent SMB [small to medium-sized businesses] strategies of the large enterprise vendors come to fruition.”

The report recommended that large enterprise vendors remain agile and able to move from targeting the larger deployments to identifying and catering to the needs of the small to medium-sized customers to avoid the inevitable stagnation that will occur when the large enterprise market is saturated.