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Worldwide Contact Center Infrastructure and Software Forecast 2014–2018 and 2013 Vendor Shares

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.


IDC Opinion
In This Study
Methodology
Situation Overview
The Contact Center Infrastructure and Software Market in 2012/2013
Deployment Decisions
Vendor Revenue Shares
Future Outlook
Customer Experience and Service Design
Mobile Customer Care
Big Data and Business Analytics
Digital Multichannel Customer Services
Social Customer Service
No-Call Resolution and Private Social Networks and Forums
Employee Networking
Forecast and Assumptions
Worldwide Forecast
Market Context
Essential Guidance
Learn More
Related Research
Definitions
Contact Center
Interactive Voice Response
On-Premises Systems
Cloud Services
Cloud Deployment Models
Methodology
Synopsis
Table: Worldwide Contact Center Infrastructure and Software Revenue Share by Vendor, 2012 and 2013 ($M)
Table: Worldwide Contact Center Infrastructure and Software Share by Vendor 2013 (000 Seats)
Table: Top 3 Assumptions for the Worldwide Contact Center Infrastructure and Software Market, 2014–2018
Table: Key Forecast Assumptions for the Worldwide Contact Center Infrastructure and Software Market, 2014–2018
Table: Worldwide Contact Center Infrastructure and Software Forecast 2013–2018 by Region
Table: Cloud Key Attributes
Figure: Worldwide Contact Center Infrastructure and Software Revenue Share by Region, 2012 and 2013
Figure: Worldwide Contact Center Infrastructure and Software Revenue Share by Segment, 2012 and 2013
Figure: Worldwide Contact Center Infrastructure and Software Revenue Share by Vendor, 2013
Figure: Worldwide Contact Center Infrastructure and Software Seats Share by Vendor, 2013
Figure: Worldwide Contact Center Infrastructure and Software Forecast, 2014–2018
Figure: Worldwide Contact Center Infrastructure and Software Forecast CAGR % by Region
Figure: Worldwide Contact Center Infrastructure and Software Share by Region, 2013 and 2018

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