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SUMMARY
Saturation of the Large Contact Center End-User Market Redirects Focus to Small- and Medium-sized Enterprises With nearly 70 percent of the large contact center end-user market being saturated, vendors of automatic call distributors (ACDs) have started redirecting their product development efforts toward the under-penetrated small- and medium-sized enterprise (SME) segment. Since price-to-performance ratio is the most important purchase criterion for users in this segment, vendors have to structure product packages to include all commonly used ACD features and functions. The downside of this initiative is that customization will have to be compromised on. On the other hand, vendors can expect a surge in revenue as this segment is expected to show robust growth rates of 15 percent from 2004. This Frost & Sullivan research service examines the North American ACD system markets and discusses the various trends and opportunities in the market. It also provides market drivers, restraints, challenges, and revenue and market share forecasts. The study also provides vendor profiles and analyzes the popularity of IP-based ACD systems. Productivity Enhancement Needs Evoke Customer Interest in Intelligent Routing and Contact Center CRM Technologies Even though computer telephony integration and interactive voice response technologies account for most of the investments by contact centers, customers are also looking at intelligent routing technologies. These solutions operate on skills-based routing to empower existing agents. Contact center customer relationship management (CRM) integrated with ACD software is also expected to stimulate customer interest. These technologies are expected to increase the ROI while minimizing long-term costs. "With the quality and quantity of data being collected by financial service entities on individual customer value, intelligent routing systems that direct customers to priority queues are likely to be popular," says the analyst. Meanwhile, the need to extend the applications of ACD software to include desktop functionalities and not just remain a switch-level call-routing technology prompted the move to add CRM capabilities to ACD systems. Such customized solutions will also increase cross-selling and up-selling opportunities within the contact center space. Migration to IP Expected to Increase Revenue Opportunities for Vendors As the market for the traditional ACD systems has started to decline, it is beginning to exhibit the same trend as the IP telephony market. In fact, the latest trend in the market is the establishment of IP-based ACD systems. "The market has seen substantial demand for IP-based ACD systems in smaller contact centers and greenfield sites, where remote management and agent monitoring are paramount," notes the analyst. TABLE OF CONTENTS
- NORTH AMERICAN ACD SYSTEMS MARKET
- North American Contact Center Market Overview
- Introduction
- Product Definition
- Total Contact Center Market Engineering Measurements
- Total Number of Contact Centers Forecast
- Total Contact Center Solutions Forecast
- Total Contact Center Solutions Vertical Market Analysis
- Revenue Breakdown - U.S & Canada
- North American ACD Market Analysis
- Market Engineering Measurements
- Market Challenges
- Market Trends
- Market Drivers
- Market Restraints
- Revenue Forecasts
- Size of Contact Center Revenue Breakdown
- Pricing Analysis
- Competitive Analysis
- Competitive Structure
- Market Share & Vendor Profiling
- Strategic Analysis
- Strategic Recommendations
- Frost & Sullivan Awards for 2004
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