July 12, 2007
Study Shows Growth in IP Contact Center Market
By Susan J. Campbell, TMCnet Contributing Editor
Infonetics Research has published a new report that shows growth in the unified communications (UC) and IP contact center (IPCC) markets is outpacing the growth rate of the IP PBX ( News - Alert) market.
According to this report, “Unified Communications and IP Contact Center Market Outlook” worldwide sales and unified communications applications increased 21 percent between 2005 and 2006, to $363 million and are expected to grow in the high double digits each year until at least through 2010.
In addition, worldwide sales of IP contact center applications, such as automatic call distribution (ACD), interactive voice response (IVR ) and computer telephony integration (CRI) totaled $482 million in 2006, a 26 percent increase over 2005. The IPCC market is forecast to grow in the single digits to low double digits through at least 2010.
"The other topic getting a lot of attention these days is the IP contact center. The contact center market is well understood, and is undergoing a technology transition similar to the PBX market, from TDM to IP. That's causing the IPCC market to grow quite rapidly," said Matthias Machowinski, directing analyst at Infonetics Research, in a statement.
The report also found that unified messaging makes up the bulk of the unified communications market and although this market is still very young, growth is expected to be very strong due to its early stage and high demand.
Avaya led the worldwide unified messaging market in 2006, although its top competitors, including Nortel, Cisco and Alcatel ( News - Alert)-Lucent are gaining share. Alcatel-Lucent was the market leader for worldwide communicator revenue in 2006, while Siemens and Avaya are neck and neck.
In the IP contact center market, Avaya ( News - Alert) leads by far considering worldwide revenue, followed by Cisco, Alcatel-Lucent and Nortel.
The growth in the IP contact center market is driven primarily by the perceived changes in the contact center’s role in the organization. More and more companies are gaining a better understanding of the value of the contact center in terms of customer loyalty and revenue growth. Combine this with consumer demand for increased communication options when contacting the center and the demand grows for next generation technologies to improve efficiencies.
Infonetics' report provides analysis of the UC and IPCC markets, an overview and definition of each market, select vendor market share, and worldwide and regional market size and forecasts through 2010 for unified communications, including unified messaging and communicator, and for IP contact centers (including ACD, IVR, and CTI ). Regions studied include North America, EMEA, Asia Pacific, and CALA.
Want to learn more about contact centers? Then be sure 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 white papers, case studies and other documents which are free to registered users. The papers are authored by industry leaders, who, in turn, receive qualified sales leads from interested parties. Check here for the latest in CRM information. Interactive Voice Response (IVR) | X | A hardware- or software-based computer system that enables incoming callers to interact with voice prompts or verbal commands....more |
Time Division Multiplexing (TDM) | X | TDM divides transmission channels into time-separated channels. TDM was designed to provide each channel with a fixed amount of bandwidth. The tutorial explains more....more |
Computer Telephony Integration (CTI) | X | CTI or computer telephony integration is the linking of computing systems with telephone systems. The caller is connected via telephone companies to a customer ACD-PBX. The ACD-PBX passes the teleph...more |
Internet Protocol (IP) | X | IP stands for Internet Protocol, a data-networking protocol developed throughout the 1980s. It is the established standard protocol for transmitting and receiving data
in packets over the Internet. I...more |
Unified Messaging | X | One of the more interesting applications for multi-media messaging
which has been around for almost a decade but not widely used is
visual voice mail. This software allows the user to see their voi...more |
(source: http://callcenterinfo.tmcnet.com/Analysis/articles/8458-study-shows-growth-ip-contact-center-market.htm)
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