Industry Research : US Contact Center Systems Industry Boosted by Infrastructure Upgrades
2010 was a difficult year for the North American contact center systems market, with key industry participants reporting low post-recession sales of core technologies. Sales of outbound dialling systems, ACDs, switching and premises-based IVR saw a significant decline, according to a new report available from companiesandmarkets. Infrastructure investment is now rising, with many contact centers striving to diversify and add value to their operations.
Contact centers were investing during 2010, but purchases were focused on quality management and analytical applications, which offered a fast return on investment, low initial outlay, minimal installation and downtime, when compared with core contact center infrastructure.
Contact centers traditionally operate via telephone, e-mail, SMS and the internet. A recent notable trend is for equipment which can be easily integrated and adapted to help coordinate a consistent and accurate response to the customer, irrespective of their contact medium.
Post-recession, the contact center system market is benefiting from increased investment in fundamental software/hardware, as well as adoption of new technologies to support novel customer contact channels such as social networking sites.
For the foreseeable future, demand for upgraded technology and infrastructure will push the value of the North American contact center systems market, particularly for core IVR and switching systems.
The 126 page report, published in June 2011, provides a detailed analysis of the North American contact center systems market, including historic and forecast data for the period 2007-2017.
Technologies discussed within the contact center systems market research report include: Inbound contact routing (including ACD and CTI); interactive voice response and voice portals; outbound dialers; quality monitoring; contact center analytics (including speech analytics), and workforce management.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, August 1, 2011