Improvements in reliability and voice quality along with tailor-made vendor migration programs are largely helping overcome the initial resistance to Internet protocol (IP) among small-mid sized contact centers in North America. Reflecting this, the small-to-mid market for contact centers continued its growth pattern in 2005 and is forecast to further increase revenue and share of the overall contact center market, while sales among larger contact centers proportionally decline. Notable factors contributing toward this trend include a growing awareness of the benefits among companies of customer service technologies, as well as the need for larger enterprises to locate smaller contact centers in areas where skilled, cost-effective labor is more readily available.
New analysis from Frost & Sullivan North American IP Contact Center Markets reveals that revenues in this market totaled $0.36 billion in 2005 and will reach $2.33 billion in 2012.
If you are interested in a virtual brochure, which provides manufacturers, end users, and other industry participants an overview of the latest analysis of the North American IP contact center markets, then send an e-mail to Mireya Castilla, Corporate Communications, at mireya.castilla[.]frost.com with your full name, company name, title, telephone number, city, state, country and e-mail address. Upon receipt of the above information, an overview will be sent to you by e-mail.
IP offers clear-cut cost savings for contact centers wanting to operate in a distributed virtual environment, with several geographically distributed sites operating as a single centrally administered center. Companies can also link remote or home-based agents in an easier and more cost-effective manner, dramatically increasing the available pool of agent talent. Additionally, IP’s ability to facilitate truly multi-channel customer interaction centers, with features such as email, IM, web-chats or video, is a critical factor driving the adoption of the technology.
“Taking these benefits into account, small and mid-sized contact centers are increasingly adopting IP technology and unlike their lager counterparts, these smaller centers usually have no large investments in legacy technologies to protect,” notes Frost & Sullivan Strategic Analyst Ian Jacobs. “Evolution of IP technology and the creation of effective network readiness assessment services by contact center vendors have further helped allay previous concerns over the quality and reliability of IP services, drawing prospective customers to experiment with the technology.”
However, saturation within the large contact center market is likely to be a major restraint for contact center vendors, as it is curbing demand for new systems. At the same time, the smaller centers suffer from cost constraints and a lack of dedicated IP resources, increasing the complexity of IP deployments.
“Since large contact centers already have time division multiplexing (TDM)-based infrastructures in place, and largely rely on customer interactions to achieve competitive differentiation, widespread adoption of IP contact centers by large enterprises is still several years off,” says Jacobs. “In general, contact centers tend to be highly conservative and risk-averse when it comes to technology, as customer interactions are considered mission –critical.”
To overcome such hesitancy, contact center vendors need to focus on effective network readiness assessment services to help ease customer fears over migration. Vendors must adopt a consultative approach to IP migration and couple that with an emphasis on the long-term strategic benefits of IP. Combining these approaches will help potential customers look beyond the high up-front cost of migration and envision the long-term benefits that the technology will provide.
North American IP Contact Center Markets is part of the Contact Centers Subscription, which also includes research in the following markets: customer care outsourcing markets, interactive voice response (IVR) markets, outbound dialing markets and automatic call distributor (ACD) markets. All research included in subscriptions provide detailed market opportunities and industry trends that have been evaluated following extensive interviews with market participants. Interviews are available to the press.
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North American IP Contact Center Markets