According to new research from Frost & Sullivan, technology upgrades and migration to IP/SIP are key drivers for the contact center systems markets in Europe, the Middle East, and Africa (EMEA). Followed by the quality monitoring (QM) segment, the analyst firm found that revenue growth in the analytics segment is robust. There still exists substantial scope for smaller and emerging companies to innovate and expand despite the presence of large vendors, particularly in the analytics and QM segment.
According to Frost & Sullivan's (News - Alert) "EMEA Contact Center Systems Market," report, in 2011, the market earned revenues of $ 842 million and estimates that number should exceed $1 billion in 2017. Six segments are covered in the study; inbound contact routing (ICR), interactive voice response (IVR), analytics, outbound dialer, quality management, and workforce management (WFM) systems.
"The most important factor for purchases of new contact center systems or upgrades to existing systems continues to be either the acquisition of new functionality or the replacement of systems that are fully depreciated and no longer deliver sufficient value," noted Frost & Sullivan ICT senior industry analyst Suvradeep Bhattacharjee, in the report.
The report also notes that the latest generation of contact center tools incorporates the transition from voice to multichannel interactions. The most significant transition is the move from time division multiplexing (TDM) to IP and closed-systems to computer telephony integration (CTI (News - Alert)). Particularly the ICR, IVR, and contact center analytics segments, the transition from voice to multichannel interactions will affect the entire contact center systems market.
Hosted contact center services increasingly compete with the sales of inbound, outbound, IVR, and QM tools. This is true for enterprises and contact centers of all sizes.