Welcome!

News Feed Item

Opportunities in a Mature Contact Center Market

LONDON, April 1, 2014 /PRNewswire/ -- Reportbuyer.com just published a new market research report:

Opportunities in a Mature Contact Center Market

Growth in Hosted ACD, Chat, and Integration with UC Systems

Frost & Sullivan forecasts that the total number of contact center seats will shrink from 4.1 million in 2012 to 4 million by 2017. Even so, there are opportunities for vendors in this mature market. For example, consider hosted solutions. Hosted delivery allows companies to cut costs by buying only the applications and capacity they need, an attractive on-demand value proposition. Hosting also provides companies with business continuity that allows them to support their customer contact operations when disasters strike.

Introduction

According to Frost & Sullivan research, customers prefer to initiate contact with customer service agents rather than having agents contacting them. In turn, the inbound contact center has been built around the automatic call distributor (ACD), which routes most contacts to contact center agents.

But Frost & Sullivan also feels that the demand for both inbound and outbound contact centers, and by extension the demand for inbound contact routing (ICR) and dialling solutions, will slowly decline in North America. Frost & Sullivan forecasts that the total number of contact center seats will shrink from X million in 2012 to Xmillion by 2017.

Even so, there are opportunities for vendors in this mature market. For example, consider hosted solutions. Hosted delivery allows companies to cut costs by buying only the applications and capacity they need, an attractive on-demand value proposition. Hosting also provides companies with business continuity that allows them to support their customer contact operations when disasters strike.

Market–Shaping Trends

Today's economy has forced companies to focus on acquiring and retaining high-value customers through improving the Customer Experience. The International Monetary Fund forecasts that the U.S. economy will expand from X percent in 2013 toX percent in 2014 and that the Canadian economy will grow fromX percent toXpercent over the same period. Meanwhile, the U.S. Census Bureau asserts that real median household income was X percent lower in 2012 than in 2007. Also, a study from UC Berkeley reports that incomes of the bottom X percent eked out a X percent increase from 2009 to 2012. But incomes of the top one percent expanded by Xpercent over the same time-frame (the "top" also captured 95 percent of the income gains over this period).

These dynamics are impacting the contact center marketplace in the following specific ways:
Relentless Productivity Improvements. Companies continue to look for ways to shrink agent headcount. These methods include inbound and outbound call blending to avoid idle staff, improving agent performance to shorten calls and avoid follow-up calls (first contact resolution), and accurate schedule forecasting. Companies also are increasing the use of internal social communities that allow agents to quickly resolve customer issues.

Frost & Sullivan forecasts that hosted agent performance optimization (APO), which include call recording, customer interaction analytics, performance and quality management, and workforce management, will have the strongest growth of any contact center product segment. The North American hosted APO segment may experience an X percent compound annual growth rate (CAGR) from 2012 to 2017, compared with aX percent CAGR for the hosted contact center market and a Xpercent CAGR for the on-premise contact center systems market over the same period.

Redoubled Focus on Cost Cutting. Companies are looking for additional savings in the face of revenues and profits that may be less than shareholders' expectations. And IT expenditures, like the contact center and its related technologies, are prime targets for cost reduction regardless of driver. Often, senior management sees contact centers as "infrastructure" that supports their companies' core business, but which does not produce core products or services. Management will look for underutilized applications, personnel, and facilities with a view toward consolidation.

Cloud/hosting ICR helps these executives meet these goals while maintaining a quality Customer Experience. For example, cloud solutions minimize the disruption to operations caused by traditional "rip-and-replace" of one vendor's on-premise software that might occur in the wake of an acquisition.

Shift of Conversations from Agent Voice to Self-service and Social Channels. Customers now tend to initiate interactions with organizations through Web self-service before calling contact centers. Frost & Sullivan research shows that more customers are satisfied with Web self-service than with any other channel, including live agent calls.

Moreover, feedback from third party vendor surveys supports the argument that a large majority of consumers prefer using self-service mobile apps to other channels. Meanwhile, customer or peer assistance also will increase as more customers become more "social." Informal peer or formal company-sponsored social communities enable customers to exchange information, solve problems, and discuss products. These communities also provide benefits to companies by providing insight into the customer, helping build loyalty, and deflecting contacts away from live agents.

Table of Contents

Introduction 3
Market–Shaping Trends 3
Demand for Hosted Solutions 7
Summary and Recommendations 11
Legal Disclaimer 14
The Frost & Sullivan Story 15

Read the full report:
Opportunities in a Mature Contact Center Market
http://www.reportbuyer.com/telecoms/call_centres/opportunities_mature_contact_center_market.html#utm_source=prnewswire&utm_medium=pr&utm_campaign=Call_Center

For more information:
Sarah Smith
Research Advisor at Reportbuyer.com  
Email: [email protected]  
Tel: +44 208 816 85 48
Website: www.reportbuyer.com

SOURCE ReportBuyer

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
Cloud promises the agility required by today’s digital businesses. As organizations adopt cloud based infrastructures and services, their IT resources become increasingly dynamic and hybrid in nature. Managing these require modern IT operations and tools. In his session at 20th Cloud Expo, Raj Sundaram, Senior Principal Product Manager at CA Technologies, will discuss how to modernize your IT operations in order to proactively manage your hybrid cloud and IT environments. He will be sharing bes...
A strange thing is happening along the way to the Internet of Things, namely far too many devices to work with and manage. It has become clear that we'll need much higher efficiency user experiences that can allow us to more easily and scalably work with the thousands of devices that will soon be in each of our lives. Enter the conversational interface revolution, combining bots we can literally talk with, gesture to, and even direct with our thoughts, with embedded artificial intelligence, whic...
Every successful software product evolves from an idea to an enterprise system. Notably, the same way is passed by the product owner's company. In his session at 20th Cloud Expo, Oleg Lola, CEO of MobiDev, will provide a generalized overview of the evolution of a software product, the product owner, the needs that arise at various stages of this process, and the value brought by a software development partner to the product owner as a response to these needs.
SYS-CON Events announced today that Cloudistics, an on-premises cloud computing company, has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Cloudistics delivers a complete public cloud experience with composable on-premises infrastructures to medium and large enterprises. Its software-defined technology natively converges network, storage, compute, virtualization, and management into a ...
SYS-CON Events announced today that delaPlex will exhibit at SYS-CON's @ThingsExpo, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. delaPlex pioneered Software Development as a Service (SDaaS), which provides scalable resources to build, test, and deploy software. It’s a fast and more reliable way to develop a new product or expand your in-house team.
SYS-CON Events announced today that Technologic Systems Inc., an embedded systems solutions company, will exhibit at SYS-CON's @ThingsExpo, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Technologic Systems is an embedded systems company with headquarters in Fountain Hills, Arizona. They have been in business for 32 years, helping more than 8,000 OEM customers and building over a hundred COTS products that have never been discontinued. Technologic Systems’ pr...
While some vendors scramble to create and sell you a fancy solution for monitoring your spanking new Amazon Lambdas, hear how you can do it on the cheap using just built-in Java APIs yourself. By exploiting a little-known fact that Lambdas aren’t exactly single threaded, you can effectively identify hot spots in your serverless code. In his session at 20th Cloud Expo, David Martin, Principal Product Owner at CA Technologies, will give a live demonstration and code walkthrough, showing how to ov...
With major technology companies and startups seriously embracing Cloud strategies, now is the perfect time to attend @CloudExpo | @ThingsExpo, June 6-8, 2017, at the Javits Center in New York City, NY and October 31 - November 2, 2017, Santa Clara Convention Center, CA. Learn what is going on, contribute to the discussions, and ensure that your enterprise is on the right path to Digital Transformation.
Most DevOps journeys involve several phases of maturity. Research shows that the inflection point where organizations begin to see maximum value is when they implement tight integration deploying their code to their infrastructure. Success at this level is the last barrier to at-will deployment. Storage, for instance, is more capable than where we read and write data. In his session at @DevOpsSummit at 20th Cloud Expo, Josh Atwell, a Developer Advocate for NetApp, will discuss the role and value...
SYS-CON Events announced today that Tappest will exhibit MooseFS at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. MooseFS is a breakthrough concept in the storage industry. It allows you to secure stored data with either duplication or erasure coding using any server. The newest – 4.0 version of the software enables users to maintain the redundancy level with even 50% less hard drive space required. The software func...
New competitors, disruptive technologies, and growing expectations are pushing every business to both adopt and deliver new digital services. This ‘Digital Transformation’ demands rapid delivery and continuous iteration of new competitive services via multiple channels, which in turn demands new service delivery techniques – including DevOps. In this power panel at @DevOpsSummit 20th Cloud Expo, moderated by DevOps Conference Co-Chair Andi Mann, panelists will examine how DevOps helps to meet th...
SYS-CON Events announced today that EARP will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. "We are a software house, so we perfectly understand challenges that other software houses face in their projects. We can augment a team, that will work with the same standards and processes as our partners' internal teams. Our teams will deliver the same quality within the required time and budget just as our partn...
As DevOps methodologies expand their reach across the enterprise, organizations face the daunting challenge of adapting related cloud strategies to ensure optimal alignment, from managing complexity to ensuring proper governance. How can culture, automation, legacy apps and even budget be reexamined to enable this ongoing shift within the modern software factory?
SYS-CON Events announced today that Outscale will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Outscale's technology makes an automated and adaptable Cloud available to businesses, supporting them in the most complex IT projects while controlling their operational aspects. You boost your IT infrastructure's reactivity, with request responses that only take a few seconds.
Most technology leaders, contemporary and from the hardware era, are reshaping their businesses to do software in the hope of capturing value in IoT. Although IoT is relatively new in the market, it has already gone through many promotional terms such as IoE, IoX, SDX, Edge/Fog, Mist Compute, etc. Ultimately, irrespective of the name, it is about deriving value from independent software assets participating in an ecosystem as one comprehensive solution.