Pune, Maharastra -- (SBWIRE) -- 11/23/2015 -- Due to the emergence of various technologies, there is expected to be significant growth in contact center outsourcing as the majority of organizations are relying on third parties that specialize in contact center services. New entrants are trying to differentiate themselves by providing new technology applications and service offerings.
According to the Global Contact Center Market 2015-2019 report, several business organizations now adopt multiple channels in contact centers through the use of cutting-edge modern technologies such as BI tools that help in managing and analyzing large amounts of data, and as a result provide fast and efficient customer service.
The analysts forecast global contact center market to grow at a CAGR of 9.26% over the period 2014-2019. To calculate the market size, the report considers revenue generated from on-premise and hosted contact center deployments.
The market is divided into the following segments based on solutions: Inbound systems, Interactive voice response (IVR), Quality management (QM), Analytics, Workforce management (WFM) and Outbound systems.
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Further, the report states that the adoption of advanced technologies and infrastructure is a complex and daunting process for many enterprises. It needs a considerable amount of specialized training in the new technology to enable employees to meet the needs of clients. To address this challenge, many organizations are currently outsourcing their contact center operations to third-party service providers.
The following companies are the key players in the Global Contact Center Market: Alcatel-Lucent, Avaya, Cisco and Huawei
Other Prominent Vendors in the market are: 3CLogic, 8x8, Aastra , Altitude Software, Aspect Software, Connect First, Convergys, CRMXchange, Enghouse Interactive, Five9, Fujitsu, Genesys, HP , IBM, Incontact, Interactive Intelligence, Mitel, NEC, Noble Systems, Oracle , Presence Technology, SAP, ShoreTel, Siemens, Syntellect, Teleopti, Toshiba , Unify, Verizon Communications, Vertical Networks, Vocalcom, and ZTE.
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