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North American Contact Center Systems Market NAEB-76 North American Contact Center Systems Market NAEB-76 www.frost.com Frost & Sullivan takes no responsibility for any incorrect information supplied to us by manufacturers or users. Quantitative market information is based primarily on interviews and therefore is subject to fluctuation. Frost & Sullivan reports are limited publications con- taining valuable market information provided to a select group of customers in response to orders. Our customers acknowledge when ordering that Frost & Sullivan reports are for our customers’ internal use and not for general publication or disclosure to third parties. No part of this report may be given, lent, resold, or disclosed to non-customers without written permission. Furthermore, no part may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the permission of the publisher. For information regarding permission, write: Frost & Sullivan 331 East Evelyn Avenue, Suite 100 Mountain View, CA 94041 United States #NAEB-76 ©2012 Frost & Sullivan www.frost.com Table of Contents Chapter 1 North American Market for Contact Center Systems Summary of Major Findings 1-1 Executive Summary 1-1 Scope and Methodology 1-2 Product Definitions 1-3 Market and Technology Trends 1-4 Application Functionality being Absorbed into the Contact Center Suite 1-4 Multi-modal Customer Experience Management 1-5 Customer Support Alternatives 1-5 Ease of Use 1-5 Economic Uncertainty 1-5 Market Drivers 1-6 Increased Application Functionality and Technology Refresh 1-6 Customer Retention and Experience 1-7 Migration to IP and SIP 1-7 Virtualization of Contact Centers 1-7 Addition of New Customer Contact Channels and Channel Integration 1-7 Proactive Customer Contact 1-8 Increased Need for Enhanced Analytics 1-8 Application Interoperability 1-8 Social Networking for Customer Contact 1-9 #NAEB-76 © 2012 Frost & Sullivan www.frost.com iii Market Restraints 1-9 Slowly Recovering Economies and Tight Budgets 1-10 Changing Purchaser Dynamics 1-10 Vendor Viability 1-11 Proliferation of Cloud-based Options 1-11 Increasing Operational Complexity 1-11 Complex and Expensive Application Integrations 1-11 Diversion of Budgets from Agent Applications to Customer Applications 1-12 Partner Programs - Recruitment and Management 1-12 Vertical Industry Solutions and Expertise 1-12 View of Contact Center as a Cost Center 1-12 Inbound Contact Routing Systems Market 1-13 Market Overview 1-13 Market Engineering Measurements 1-15 Revenue Forecast 1-17 Breakdown by Industry Vertical 1-18 Breakdown by Contact Center Size 1-19 Market Share Analysis 1-21 IVR and Voice Portal Systems Market 1-22 Market Overview 1-22 Market Performance 1-23 The Impact of Multi-Channel and Proactive Customer Contact 1-24 Market Engineering Measurements 1-25 Revenue Forecast 1-26 Breakdown by Industry Vertical 1-27 Breakdown by Contact Center Size 1-28 Market Share Analysis 1-30 #NAEB-76 © 2012 Frost & Sullivan www.frost.com iv Outbound Dialer Systems Market 1-31 Market Overview 1-31 Market Engineering Measurements 1-32 Revenue Forecast 1-33 Breakdown by Industry Vertical 1-35 Breakdown by Contact Center Size 1-36 Market Share Analysis 1-38 Quality Monitoring Systems Market 1-39 Market Overview 1-39 Market Engineering Measurements 1-40 Revenue Forecast 1-41 Breakdown by Industry Vertical 1-43 Breakdown by Contact Center Size 1-44 Market Share Analysis 1-46 Workforce Management Software Market 1-47 Market Overview 1-47 Market Engineering Measurements 1-48 Revenue Forecast 1-49 Breakdown by Industry Vertical 1-51 Breakdown by Contact Center Size 1-52 Market Share Analysis 1-54 #NAEB-76 © 2012 Frost & Sullivan www.frost.com v Contact Center Analytics Market 1-55 Market Overview 1-55 Market Engineering Measurements 1-57 Revenue Forecast 1-58 Breakdown by Industry Vertical 1-60 Breakdown by Contact Center Size 1-61 Market Share Analysis 1-63 Total Contact Center Systems Market 1-64 Revenue Forecast 1-64 Breakdown by Industry Vertical 1-66 Breakdown by Contact Center Size 1-67 Market Share Analysis 1-68 Products Offered by Leading Vendors 1-69 Vendor Profiles A-H 1-72 Aastra Technologies 1-72 Aastra Products 1-73 Market Highlights for Aastra 1-73 Altitude Software 1-74 Altitude Products 1-74 Market Highlights for Altitude Software 1-75 Aspect 1-75 Aspect Products 1-76 Market Highlights 1-76 Autonomy 1-77 Autonomy Products 1-78 Market Highlights for Autonomy 1-78 Avaya 1-79 Avaya Products 1-79 Market Highlights for Avaya 1-81 #NAEB-76 © 2012 Frost & Sullivan www.frost.com vi Bay Bridge Decision Technologies 1-82 Bay Bridge Decision Technologies Products 1-82 Broadsoft 1-84 BroadSoft Products 1-85 Market Highlights for Broadsoft 1-86 Calabrio 1-86 Calabrio Products 1-87 Market Highlights for Calabrio 1-87 CallCopy 1-88 CallCopy Products 1-88 Market Highlights for CallCopy 1-89 CallMiner 1-89 CallMiner Products 1-90 Market Highlights for CallMiner 1-90 Cisco Systems 1-91 Cisco Products 1-91 Market Highlights for Cisco 1-93 ClickFox 1-93 ClickFox Products 1-93 Convergys 1-94 Convergys Products 1-95 Lifecycle Solutions 1-95 Channel Solutions 1-96 Technology Infrastructure Components 1-96 Market Highlights for Convergys 1-97 Enghouse Interactive 1-97 Enghouse Contact Center Products 1-98 Enghouse Market Highlights 1-99 Envision 1-99 Envision Products 1-100 Envision Recent Market Highlights 1-101 Genesys 1-101 Genesys Products 1-102 Market Highlights for Genesys 1-103 HigherGround 1-103 Products Offered 1-104 #NAEB-76 © 2012 Frost & Sullivan www.frost.com vii Vendor Profiles I-Z 1-104 injixo 1-104 Product Highlights 1-105 Market Highlights 1-105 Interactive Intelligence 1-106 Interactive Intelligence Products 1-106 Market Highlights for Interactive Intelligence 1-107 Mitel 1-107 Mitel Products 1-108 Market Highlights for Mitel 1-108 NEC 1-109 NEC Products 1-109 Nexidia 1-110 Product Highlights 1-110 Market Highlights 1-111 NICE Systems 1-112 NICE Products 1-113 Market Highlights for NICE 1-115 Noble Systems 1-115 Product Highlights for Noble Systems 1-115 Market Highlights 1-116 SAP 1-116 SAP Products 1-117 Market Highlights for SAP 1-117 Siemens Enterprise Communications 1-118 Siemens Enterprise Communications Products 1-119 Market Highlights for Siemens Enterprise Communications 1-119 Upstream Works 1-120 Upstream Works Products 1-120 Market Highlights for Upstream Works 1-121 UTOPY 1-121 UTOPY Products 1-122 Market Highlights for UTOPY 1-123 #NAEB-76 © 2012 Frost & Sullivan www.frost.com viii Verint 1-123 Verint Products 1-123 Market Highlights for Verint 1-125 Voice4Net 1-125 Voice4Net Products 1-126 Market Highlights for Voice4Net 1-127 Voxeo 1-127 Voxeo Products 1-128 Market Highlights for Voxeo 1-129 VPI 1-129 VPI Products 1-129 Market Highlights for VPI 1-131 Zeacom 1-131 Zeacom Products 1-132 Market Highlights 1-132 Strategic Growth Recommendations 1-132 Strategic Growth Recommendations for Vendors 1-133 Continue to Enhance Core Functionality 1-133 Tackle Integration and Ease of Use 1-133 Build Out Suites 1-133 Help End Users Build the Ongoing Business Case 1-134 Develop Best Practices in Multi-Channel Deployment 1-134 Be Proactive About Customer Support 1-135 Build Vertical Market Expertise 1-135 Educate the Field Regarding the Target Audience 1-135 Provide Deployment Options - Cloud is Here to Stay 1-136 Partner Programs Rise in Importance 1-136 #NAEB-76 © 2012 Frost & Sullivan www.frost.com ix List of Figures Chapter 1 North American Market for Contact Center Systems 1-1 Total Contact Center Systems Market: Market Drivers Ranked in Order of Impact (North America), 2012-2017 1-6 1-2 Total Contact Center Systems Market: Market Restraints Ranked in Order of Impact (North America), 2012-2017 1-10 1-3 Inbound Contact Routing Systems Market: Revenue Forecast (North America), 2010-2017 1-17 1-4 Inbound Contact Routing Systems Market: Percent of Revenue by Industry Vertical (North America), 2010-2017 1-18 1-5 Inbound Contact Routing Systems Market: Percent of Revenue by Contact Center Size (North America), 2010-2017 1-20 1-6 Inbound Contact Routing Systems Market: Company Market Share by Revenue (North America), 2010-2011 1-21 1-7 IVR and Voice Portal Systems Market: Revenue Forecast (North America), 2010-2017 1-26 1-8 IVR and Voice Portal Systems Market: Percent of Revenue by Industry Vertical (North America), 2010-2017 1-27 1-9 IVR and Voice Portal Systems Market: Percent of Revenue by Contact Center Size (North America), 2010-2017 1-29 1-10 IVR and Voice Portal Systems Market: Company Market Share by Revenue (North America), 2010-2011 1-30 #NAEB-76 © 2012 Frost & Sullivan www.frost.com x 1-11 Outbound Dialer Systems Market: Revenue Forecast (North America), 2010-2017 1-34 1-12 Outbound Dialer Systems Market: Percent of Revenue by Industry Vertical (North America), 2010-2017 1-35 1-13 Outbound Dialer Systems Market: Percent of Revenue by Contact Center Size (North America), 2010-2017 1-37 1-14 Outbound Dialer Systems Market: Company Market Share by Revenue (North America), 2010-2011 1-38 1-15 Quality Monitoring Systems Market: Revenue Forecast (North America), 2010-2017 1-42 1-16 Quality Monitoring Systems Market: Percent of Revenue by Industry Vertical (North America), 2010-2017 1-43 1-17 Quality Monitoring Systems Market: Percent of Revenue by Contact Center Size (North America), 2010-2017 1-45 1-18 Quality Monitoring Systems Market: Company Market Share by Revenue (North America), 2010-2011 1-46 1-20 Workforce Management Software Market: Percent of Revenue by
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