Worldwide Contact Center Infrastructure and Software Forecast 2014–2018 and 2013 Vendor Shares
This IDC study examines the worldwide contact center infrastructure and software (CCIS) market for 2013; it also includes a five-year growth forecast for 2014–2018, as well as an overview of the trends and forecast assumptions for the period. It covers the Americas, Asia/Pacific, and EMEA.
"The contact center infrastructure and software market includes functionality that runs on standards-based equipment or purpose-built systems such as PBX. The market has revived itself during the last three years with vendors active in several acquisitions, divestments, and partnerships. The movement to cloud is clear as investments in both hosted solutions and cloud solutions are beginning to make global headway," said Jason Andersson, program director, IDC EMEA Telecom and Networking. "IDC expects 9.4% revenue growth in the worldwide CCIS market in 2015. Although premises-based solutions have garnered the lion's share of attention in recent years, enterprise evaluations, trials, and ultimately adoption of hosted solutions (single tenant) and cloud (multitenant) CCIS solutions will contribute significant growth predicted for the global market this year. Revenue growth will be driven by enterprises looking to retain capital, reduce costs, and improve customer experience, as well as by service providers refining their contact center strategies and product portfolios."Please Note: Extended description available upon request.
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