Technology upgrades and migration to IP/SIP are key drivers for the contact centre systems market in Europe, Middle East and Africa (EMEA).
Revenue growth in the analytics segment is robust, followed by the quality monitoring (QM) segment. Despite the presence of large vendors, a substantial scope for smaller and emerging companies to innovate and expand still exists, particularly in the analytics and QM segment.
New analysis from Frost&Sullivan Contact Centre Systems Market, finds that the market earned revenues of €637,4-million in 2011 and estimates this to reach €811,3-million in 2017. The study covers six segments: inbound contact routing (ICR); interactive voice response (IVR); analytics; outbound dialler; QM; and workforce management (WFM) systems.
“The most important factor for purchases of new contact centre 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,” notes Frost&Sullivan ICT senior industry analyst Suvradeep Bhattacharjee.
The latest generation of contact centre tools incorporates the transition from voice to multi-channel interactions. This is the most significant transition since the move from time division multiplexing (TDM) to IP and closed-systems to computer telephony integration (CTI).
The transition from voice to multi-channel interactions will affect the entire contact centre systems market, particularly the ICR, IVR and contact centre analytics segments.
However, the proliferation of cloud-based solutions has put a brake on the forward march of the on-premise tools for contact centres. Hosted contact centre services increasingly compete with the sales of inbound, outbound, IVR and QM tools. This is true for enterprises and contact centres of all sizes.
“The uncertain economy over the last few years has encouraged many contact centres to experiment with limited or pilot cloud-based programs,” explains Bhattacharjee. “Many have come away convinced that hosting is as viable a deployment option as on-premise.”
As enterprises have offered their customers more channels for interaction (telephone, Web, e-mail, social media and SMS), the need to co-ordinate service across these channels for consistency, accuracy of information provided, and management of the customer experience has grown exponentially.
“This challenge will require IVR and voice portal solutions to be more tightly integrated with other customer contact and business applications in order to effectively manage the growing use of multi-channel customer contacts,” concludes Bhattacharjee.