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Global Customer Relationship Management (CRM) in Contact Center Software Market 2008-2012

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Customer Relationship Management (CRM) Contact Center application manages customer contacts, across all the touch points. CRM software addresses the needs of marketing, sales & distribution, customer service & support divisions within an organization. It shares data among users about prospects, customers, partners, competitors, and employees. The purpose of CRM software is to manage the customers through the entire life-cycle, i.e. from prospect to qualified opportunity to order. The CRM applications include Contact Center, marketing automation, customer service, and analytic applications. The CRM Contact Center application provides communication channels to customers; automates a wide range of individual & collaborative activities; and controls web activity for designing up-sell or cross-sell programs. These CRM contact center solutions balance the inbound and outbound communications, leaving no call unattended. In addition to cutting costs, improving agent efficiency, and maximizing the customer value. The report by TechNavio Insights forecasts the market size of the worldwide CRM Contact Center application over the period 2008-2012. Further, the report discusses about segmentation of the total CRM Contact Center application market into various geographic regions. It also identifies the major market trends, drivers, and challenges existing for CRM Contact Center application.

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									                      Global CRM Contact Center Software Market 2008-2012




Global Customer Relationship Management in
              Contact Center
                2008-2012




                                                                    1
                                                      Global CRM Contact Center Software Market 2008-2012




                                    Table of Contents

1. Introdu cti on ............................................................................. 3
2. CRM Contact Center Market Siz e & Forecast ..................................... 4
3. Geographic Segmen tation ............................................................ 5
  3.1 CRM Con tact Cen ter Mark et in Americas ..................................... 6
  3.2 CRM Con tact Cen ter Market in EMEA .......................................... 7
  3.3 CRM Con tact Cen ter Market in APAC .......................................... 8
4. Market Trends of CRM Contact Center ............................................. 9
5. Sal es Driver s of CRM Contact Center ............................................ 10
6. Market Ch allen ges for CRM Contact Cen ter .................................... 12
7. CRM Contact Center Software Market Vendors ................................ 13
  7.1 Astut e, In c. ........................................................................ 13
  7.2 Amdocs Limited ................................................................... 14
  7.3 Ch ordian t Software, In c. ....................................................... 15
  7.4 eglu e Busin ess Tech n o logi es, In c. ........................................... 16
  7.5 Mi crosoft Corporation ........................................................... 17
  7.6 Pegasystems, Inc. ............................................................... 18
  7.7 RightNow Technol ogies ......................................................... 19
  7.8 Salesforce, In c. ................................................................... 20
Oth er Reports in this Seri es ........................................................... 21




                                    List of Exhibits

Exhibit 2.1: CRM Con tact Cen ter Market Siz e and Forecast 2008 -2012 (In $
million ) ....................................................................................... 4
Exhibit 3.1: CRM Con tact Cen ter Market Segmentati on by Geograph y -20085
Exhibit 3.2: Americas CRM Contact Cen ter Market Size 2008 -2012 (in $
million s) ...................................................................................... 6
Exhibit 3.3: EMEA CRM Contact Center Market Siz e 2008 -2012 (in $
million s) ...................................................................................... 7
Exhibit 3.4: APAC CRM Conta ct Center Market Siz e 2008 -2012 (in $
million s) ...................................................................................... 8




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                                                  Global CRM Contact Center Software Market 2008-2012




1. Introduction
Customer Relationship Management (CRM) Contact Center application manages customer
contacts. It manages customer interaction across all the touch points. This can be from on-
line call-center, e-mail newsletters, postal mail catalogs, website inquiries & chats, and the
purchasing information of customers. The data gathered by the software is generally used
for multi-channel marketing.
CRM software addresses the needs of marketing, sales & distribution, customer service &
support divisions within an organization. The software shares data among users about
prospects, customers, partners, competitors, and employees. The purpose of CRM software
is to manage the customers through the entire life-cycle, i.e. from prospect to qualified
opportunity to order. The CRM applications include Contact Center, marketing automation,
customer service, and analytic applications.
The CRM Contact Center application provides communication channels to customers;
automates a wide range of individual & collaborative activities; and controls web activity for
designing up-sell or cross-sell programs. These solutions balance the inbound and outbound
communications, leaving no call unattended; along with cutting costs, improving agent
efficiency, and maximizing the customer value.
The report forecasts the market size of the worldwide CRM Contact Center application over
the period 2008-2012. Further, the report discusses about segmentation of the total CRM
Contact Center application market into various geographic regions. It also identifies the
major market trends, drivers, and challenges existing for CRM Contact Center application.




                                                                                                 3
                                            Global CRM Contact Center Software Market 2008-2012




2. CRM Contact Center Market Size & Forecast
According to TechNavio, the market for CRM Contact Center application is estimated to
reach $2,647.3 million by 2012, from $2,095.9 million in 2008; thus, growing at a CAGR of
6.0 percent over the forecast period. (Exhibit 2.1)

Exhibit 2.1: CRM Contact Center Market Size and Forecast 2008-2012 (In $ million)

          3,000
                                                               2,647.3
                                                    2,484.0
          2,500     
								
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