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North American Contact Center Systems Market

NEW YORK July 19, 2011

North American Contact Center Systems Market

http://www.reportlinker.com/p0574358/North-American-Contact-Center-Systems-Market.html#utm_source=prnewswire&utm_medium=pr&utm_campaign=Call_Center

This research service covers the state of the North American contact center systems market. Market segments covered include inbound contact routing systems, IVR/voice portal systems, outbound dialer systems, quality monitoring systems, workforce management software, and contact center analytics. The study discusses the drivers and restraints for growth and pricing, distribution, technology, demand, and market trends. The vertical market segments’ growth is forecasted. In addition, an in-depth analysis of the competitive landscape, including vendor market shares, is given, along with the profiles of the leading vendors in the market. Strategies for success and growth in the market are also given.

Table of Contents

C h a p t e r 1

North American Contact Center Systems Market

Summary of Major Findings 1-1

Executive Summary 1-1

Scope and Methodology 1-2

Product Definitions 1-2

Market and Technology Trends 1-4

Market Drivers 1-5

Increased Functionality and Technology Refresh 1-5

Migration to IP and SIP 1-6

Virtualization of Contact Centers 1-6

Customer Retention and Experience 1-6

Adding Multimedia and Integrating Channels 1-6

Application Interoperability 1-7

Proactive Customer Contact 1-7

Social Networking for Customer Contact 1-7

Automation of Routine Customer Interactions 1-8

Analytics Applications 1-8

Market Restraints 1-8

Slowly Recovering Economies and Tight Budgets 1-9

Changing Purchaser Dynamics 1-9

Vendor Viability 1-10

Cloud-based Options Proliferate 1-10

Complex and Expensive Application Integrations 1-10

Increasing Operational Complexity 1-10

Budgets Diverted from Agent Apps to Customer Apps 1-10

Partner Programs—Recruitment and Management 1-11

Vertical Industry Solutions and Expertise 1-11

View of Contact Center as a Cost Center 1-11

Inbound Contact Routing Systems Market 1-11

Market Overview 1-11

Market Engineering Measurements 1-14

Revenue Forecasts 1-15

Breakdown by Industry Vertical 1-16

Breakdown by Contact Center Size 1-17

Market Share Analysis 1-19

IVR and Voice Portal Systems Market 1-20

Market Overview 1-20

New Channels Coming to the Fore 1-21

Market Engineering Measurements 1-24

Revenue Forecasts 1-25

Breakdown by Industry Vertical 1-26

Breakdown by Contact Center Size 1-27

Market Share Analysis 1-29

Outbound Dialer Systems Market 1-30

Market Overview 1-30

Market Engineering Measurements 1-31

Revenue Forecasts 1-32

Breakdown by Industry Vertical 1-33

Breakdown by Contact Center Size 1-34

Market Share Analysis 1-36

Quality Monitoring Systems Market 1-37

Market Overview 1-37

Market Engineering Measurements 1-39

Revenue Forecasts 1-41

Breakdown by Industry Vertical 1-42

Breakdown by Contact Center Size 1-43

Market Share Analysis 1-44

Workforce Management Software Market 1-46

Market Overview 1-46

Market Engineering Measurements 1-47

Revenue Forecasts 1-49

Breakdown by Industry Vertical 1-50

Breakdown by Contact Center Size 1-51

Market Share Analysis 1-52

Contact Center Analytics Market 1-54

Market Overview 1-54

Definitions and Trends 1-55

Market Engineering Measurements 1-58

Revenue Forecasts 1-59

Breakdown by Industry Vertical 1-60

Breakdown by Contact Center Size 1-61

Market Share Analysis 1-63

Total Contact Center Systems Market 1-64

Revenue Forecasts 1-64

Breakdown by Industry Vertical 1-66

Breakdown by Contact Center Size 1-67

Market Share Analysis 1-68

Products Offered by Leading Vendors 1-69

Vendor Profiles 1-72

Aastra Technologies 1-72

Altitude Software 1-73

Alcatel-Lucent/Genesys 1-74

Aspect 1-77

Autonomy 1-80

Avaya 1-81

Calabrio 1-84

CallCopy 1-85

CallMiner 1-86

Cisco Systems 1-86

Clickfox 1-88

Convergys 1-88

CosmoCom 1-89

Enkata 1-90

Envision Telephony 1-90

GMT 1-91

HigherGround 1-92

Interactive Intelligence 1-93

Merced Systems 1-95

Mitel 1-95

NEC 1-96

Nexidia 1-96

NICE Systems 1-98

Noble Systems 1-99

SAP 1-100

Siemens Enterprise Communications 1-102

Syntellect 1-103

Upstream Works Software 1-104

UTOPY 1-105

Verint Witness Actionable Solutions 1-105

Voxeo 1-108

VPI 1-109

Zeacom 1-110

Strategic Recommendations 1-110

Strategic Growth Recommendations 1-110

Emphasize Real-World Solutions to Business Problems 1-110

Help End Users Build the Business Cases 1-111

Explore New Uses for Old Technologies 1-111

Build Vertical Market Expertise 1-111

Improve Ease of Use 1-112

Support for Social Networking and Alternative Contact Modes 1-112

Explore Unified Multimedia Portals 1-112

Support the Application Developer/Partner Community 1-112

Support the Service Provider Marketplace 1-113

Pricing Flexibility Remains Important 1-113

Differentiate Based on Services 1-113

School Sales Forces in Alternative Stakeholders 1-113

List of Figures

C h a p t e r 1

North American Contact Center Systems Market

1-1 Total Contact Center Systems Market:

North America

1-2 Total Contact Center Systems Market:

North America

1-3 Inbound Contact Routing Systems Market:

North America

1-4 Inbound Contact Routing Systems Market:

North America

1-5 Inbound Contact Routing Systems Market:

North America

1-6 Inbound Contact Routing Systems Market:

North America

1-7 IVR and Voice Portal Systems Market:

North America

1-8 IVR and Voice Portal Systems Market:

North America

1-9 IVR and Voice Portal Systems Market:

North America

1-10 IVR and Voice Portal Systems Market:

North America

1-11 Outbound Dialer Systems Market:

North America

1-12 Outbound Dialer Systems Market:

North America

1-13 Outbound Dialer Systems Market:

North America

1-14 Outbound Dialer Systems Market:

North America

1-15 Quality Monitoring Systems Market:

North America

1-16 Quality Monitoring Systems Market:

North America

1-17 Quality Monitoring Systems Market:

North America

1-18 Quality Monitoring Systems Market:

North America

1-19 Workforce Management Software Market:

North America

1-20 Workforce Management Software Market:

North America

1-21 Workforce Management Software Market:

North America

1-22 Workforce Management Software Market:

North America

1-23 Contact Center Analytics Market:

North America

1-24 Contact Center Analytics Market:

North America

1-25 Contact Center Analytics Market:

North America

1-26 Contact Center Analytics Market:

North America

1-27 Total Contact Center Systems Market:

North America

1-28 Total Contact Center Systems Market:

North America

1-29 Total Contact Center Systems Market:

North America

1-30 Total Contact Center Systems Market:

North America

1-31 Total Contact Center Systems Market:

North America

List of Charts

C h a p t e r 1

North American Contact Center Systems Market

1.1 Inbound Contact Routing Systems Market:

North America

1.2 Inbound Contact Routing Systems Market:

North America

1.3 Inbound Contact Routing Systems Market:

North America

1.4 Inbound Contact Routing Systems Market:

North America

1.5 Inbound Contact Routing Systems Market:

North America

1.6 IVR and Voice Portal Systems Market:

North America

1.7 IVR and Voice Portal Systems Market:

North America

1.8 IVR and Voice Portal Systems Market:

North America

1.9 IVR and Voice Portal Systems Market:

North America

1.10 IVR and Voice Portal Systems Market:

North America

1.11 Outbound Dialer Systems Market:

North America

1.12 Outbound Dialer Systems Market:

North America

1.13 Outbound Dialer Systems Market:

North America

1.14 Outbound Dialer Systems Market:

North America

1.15 Outbound Dialer Systems Market:

North America

1.16 Quality Monitoring Systems Market:

North America

1.17 Quality Monitoring Systems Market:

North America

1.18 Quality Monitoring Systems Market:

North America

1.19 Quality Monitoring Systems Market:

North America

1.20 Quality Monitoring Systems Market:

North America

1.21 Workforce Management Software Market:

North America

1.22 Workforce Management Software Market:

North America

1.23 Workforce Management Software Market:

North America

1.24 Workforce Management Software Market:

North America

1.25 Workforce Management Software Market:

North America

1.26 Contact Center Analytics Market:

North America

1.27 Contact Center Analytics Market:

North America

1.28 Contact Center Analytics Market:

North America

1.29 Contact Center Analytics Market:

North America

1.30 Contact Center Analytics Market:

North America

1.31 Total Contact Center Systems Market:

North America

1.32 Total Contact Center Systems Market:

North America

1.33 Total Contact Center Systems Market:

North America

1.34 Total Contact Center Systems Market:

North America

To order this report:

Call Center Industry : North American Contact Center Systems Market

Call Center Business News

Market Research Report

Company Profile, SWOT and Revenue Analysis!

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SOURCE Reportlinker

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