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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 relations processes. Key suppliers of this software are unified communication providers and contact center providers. Buyers include retailers, manufacturers and healthcare 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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