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Help Desk & Call Center Software in the US - Procurement Research Report

Help Desk & Call Center Software Procurement in the US

This report is intended to assist buyers of help desk and call center software. Help desk and call center software manages inbound and outbound calls with customers and is typically used to support sales and customer relation processes. Key suppliers of this software are unified communication providers and contact center providers. This report focuses on software as a service (SaaS), also known as on-demand help desk and call center software. Software as a product (SaaP), or on-premise help desk and call center software, is not included in this report. This report also excludes customer relationship management software and hardware used in call centers.


AT A GLANCE

EXECUTIVE SUMMARY

PRICE ENVIRONMENT

Price Fundamentals

Price Drivers

Recent Price Trend

Price Forecast

PRODUCT CHARACTERISTICS

Product Life Cycle

Total Cost of Ownership

Product Specialization

Related Goods

Substitute Goods

Regulation

Quality Control

SUPPLY CHAIN & VENDORS

Supply Chain Dynamics

Competitive Environment

Market Profitability

Switching Cost

PURCHASING PROCESS

Buying Basics

Key RFP Elements

NEGOTIATION STATISTICS

BUYER POWER SCORE COMPONENTS

JARGON & GLOSSARY

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