Growth in contact center applications will primarily be driven by two factors: an increasing trend amongst customers to move to IP-based technology and the replacement sales of systems sold around Y2K. Not surprisingly, the tier-one contact center products vendors lead the aggregated market share. Frost & Sullivan found that Avaya's "dominant presence" in the ICR market carries forward to the overall numbers and combined with the company's play in outbound dialing and IVR markets; its revenues exceed the total of its next four closest competitors. Oracle's acquisitions of Siebel Systems and PeopleSoft strengthened its grip on the North American customer relationship management market, giving it a lion's share of the multimedia systems market.
Pages to are hidden for
"The Growth Report For Contact Center Applications"Please download to view full document