CISCO CONTACT CENTER GAINS MARKET SHARE NOW #2 IN AGENT SHIPMENTS GLOBALLY APPROVED FOR EXTERNAL DISTRIBUTION May 01, 2009 Executive Summary A major industry report from Gartner (“Market Share: Contact Centers, Worldwide, 2008”) shows that Cisco's Unified Contact Center business grew by more than 35% from 2007 to 2008 based on shipments, while most of our competitors suffered a decline over the same period. This has resulted in Cisco gaining 3.4% additional market share, as measured by agent shipments. Below is a summary of key worldwide Gartner data on Cisco and our top four competitors: Manufacturer Agent Agent Change Market Market Seats Seats 2007-2008 Share Share Shipped Shipped 2007 2008 2007 2008 Avaya 866,237 799,950 -7.7% 39.7% 36.8% Cisco 205,478 278,396 +35.5% 9.4% 12.8% Nortel 287,045 274,847 -4.2% 13.2% 12.6% Genesys 230,952 236,213 +2.3% 10.6% 10.9% Aspect 117,321 93,655 -20.2% 5.4% 4.3% Key Takeaways • The Gartner report includes both an agent shipment view and a revenue view (shipment view only represented in the table above). • Cisco is now the #2 global contact center vendor by agent seats shipped, regardless of the underlying technology (IP or TDM). • Given that Cisco only sells IP-based contact centers, our strong growth in 2008 also indicates the standardization of IP as the communication protocol for contact centers. • On a revenue basis, the worldwide contact center market contracted by nearly 4% from 2007 to 2008, while Gartner estimates that Cisco's contact center revenue grew by more than 30%. • By 2008 revenue, the top three global contact center vendors are: 1) Avaya (35.4% revenue market share in 2008), 2) Genesys (14.7% market share in 2008), and 3) Cisco (14.3% market share in 2008, up from 10.5% market share in 2007). • Of special note is Cisco's striking 50% growth in agent seats shipped in North America from 2007-2008, bringing Cisco up to nearly 18% market share in North America to solidly claim the #2 spot. • With the lone exception of Cisco, the other top eight contact center vendors had a reported drop in revenue from 2007 to 2008, with four of those eight vendors--including Avaya--showing double-digit declines. • Cisco's strong contact center growth while our competitors are flat or declining shows that the momentum is clearly with Cisco. Conclusion Cisco continues to improve its position in the Contact Center marketplace. With an unwavering commitment to the success and satisfaction of our customers, the delivery of innovative customer care solutions such as Cisco Unified Expert Advisor, an ongoing focus on high-quality software, and direct interaction and guidance from our customers through online communities (https://www.myciscocommunity.com/community/technology/collaboration), we expect to continue our march toward a number one position in the customer care market.
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