North American Inbound Contact Routing Market

Published by: Frost & Sullivan

Published: May. 31, 2007 - 70 Pages

Table of Contents

1. North American Inbound Contact Routing Market

1. Summary of Major Findings

2. State of the Market

3. Product Definitions

4. Market Engineering Measurements

5. Market and Technology Trends

6. Market Challenges

7. Market Drivers

8. Market Restraints

2. Market Analysis

1. Revenue Forecasts

2. Forecast Assumptions and Factors

3. IP versus TDM Forecast

4. IP Lines Adoption Forecast

5. Pricing Analysis

6. Percent of Revenues by Size of Contact Center

7. Revenue Breakdown - U.S. & Canada

8. Vertical Market Analysis

3. Competitive Analysis

1. Market Share Analysis

2. Competitive Structure

3. Competitive Radar

4. Vendor Profiles

1. Aspect Software

2. Avaya

3. Cisco Systems

4. Genesys Telecommunications Laboratories

5. Interactive Intelligence

6. Mitel Networks

7. NEC

8. Nortel Networks

9. Siemens Enterprise Communications

10. Others

11. Critical Success Factors

5. Strategic Analysis

1. Strategic Growth Recommendations

Abstract

This Frost & Sullivan research service titled North American Inbound Contact Routing Market provides an overview of current and forecast spending on inbound contact routing technologies, breakdown of market share among leading market participants, analysis of spending by end-user verticals, analysis of spending by size of contact center, and breakdown of revenues between the U.S. and Canadian markets. In this research, Frost & Sullivan's expert analysts thoroughly examine inbound contact routing technologies including automatic call distributors, computer telephony integration toolkits and applications, as well as IP contact centers and various IP-enabled models and the future role of SIP and presence technologies in the contact center environment.

Increasing Adoption of IP-based ACD Technology Particularly Among Smaller Contact Centers Powers the Growth of the ICR Market

Enterprises of all sizes have been rapidly shifting toward a holistic view of their customer support operations. Technology providers that had previously sold separate automatic call distributor (ACD), computer telephone integration (CTI), and IP-based contact center suites have responded in kind by merging these product sets. The inbound contact routing (ICR) technology space is the fruition of that merger. This newfound energy primarily stems from a torrid pace of adoption of IP technologies, a factor that has become one of the key drivers for the contact center space.

"Smaller contact centers, however, are still moving to IP at a much faster pace than larger contact centers, as IP offers clear-cut cost savings for contact centers wanting to operate in a distributed virtual environment, with several geographically distributed sites operating as a single centrally administered center," notes the analyst of this research service. Vendors of inbound contact routing technologies have begun to recognize the large untapped market of smaller centers and have started to craft and market purpose-built suites of technologies, aimed squarely at these smaller customers.

Growing Need for Single Unified Contact Center Solutions Provides Vendors with Several Growth Opportunities

ICR technology vendors have begun to unearth major opportunities from the wide array of companies across all industries undergoing mergers or acquisitions. "Such companies are looking for ways to consolidate the various customer services and support infrastructures into a single, virtualized contact center," explains the analyst. "These deals present tremendous opportunities for vendors to displace competitive rivals, while helping them cut costs and improve customer satisfaction."

Established participants as well as newer entrants have begun the process of transforming their product sets into unified contact center suites. These IP-based suites, as well as the inclusion of previously stand-alone computer telephony integration technologies in these IP-based systems, have also added new vigor to the market. Additionally, the relatively unsaturated small-mid market sector also holds immense promise for the sale of ICR systems and many vendors in the market have begun to differentiate product sets designed to appeal specifically to this segment, while others cater almost exclusively to this target market.

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