Industry Research : Technology Advancement Widens Scope of Contact Centre Systems
Better application functionality and technology advancements are sustaining the contact centre systems market in Europe, the Middle East and Africa (EMEA). The United Kingdom represents the single largest country market with a 29 percent revenue share, while Africa and the Middle-East will be the fastest growing regions.
New analysis from Frost & Sullivan, EMEA Contact Centre Systems Market, finds that the market earned revenues of 694.2 million in 2012 and estimates this to reach 854.9 million in 2017 at a compound annual growth rate (CAGR) of 4 percent. The study covers inbound contact routing, interactive voice response and voice portal, outbound dialler, quality monitoring, workforce management, and contact centre analytics systems.
Inbound contact routing systems will account for a majority of the markets share in EMEA, though the segment is expected to register a CAGR of just 2.8 percent during the 2012-2017 period. Contact centre analytics systems will be the fastest growing segment as companies like Verint spearhead campaigns to integrate speech analytics into the broader quality monitoring portfolio.
The driver underpinning the growth of the contact centre systems market in EMEA is the solid demand for contact centre analytics capabilities from organisations across industries, noted Frost & Sullivan Information and Communication Technologies Senior Industry Analyst Suvradeep Bhattacharjee. The addition of social and mobile contact channels will also widen market potential.
Nonetheless, market growth will be relatively subdued as tight IT budgets and weak economic recovery deter several companies in EMEA from implementing new contact centre systems. The advent of cloud-based contact centre solutions will also dissuade companies from making huge upfront investments in contact centre software systems. Concerns on vendor viability in an ever-changing and consolidating market will further mar the markets prospects, particularly in Europe.
The changing landscape of the end consumer digitally connected, social media-savvy, more demanding of personalised customer service means system suppliers must work more closely with their clients, added Bhattacharjee. Vendors today are expected to engage with multiple stakeholders within organisations in order to assess the possibilities for new interaction channels and design sound plans to incorporate these new channels, rather than just jumping on the latest trend.
As new customer-centric features and channels evolve, a consultative approach that will help clients develop a robust strategy and an effective budget for legacy system upgrades will be necessary to ensure a loyal installed client base.
Posted by Veronica Silva Cusi, news correspondent
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Published: Tuesday, January 1, 2013