Contact: Dick Bucci
Phone: 434-589-2131
E-mail: dbucci@pelorusassoc.com
New report from Pelorus Associates projects global sales of contact center interaction recording systems expect to reach $1.24 billion in 2015
Charlottesville, VA -- Pelorus Associates announced the release of 2013 World Contact Center Interaction Recording Systems Market. This latest Pelorus report is the sixth of a series of interaction recording market research reports. Topics covered include significant trends, market drivers, constraints, market size, growth, market shares, and forecasts. In-depth vendor profiles tell the full story – including company history, mission, strategies, products, and key points of differentiation. Industry sales and market share information are detailed by geography and component. This 186 page report with 50 tables is available today for $3295.
Based on interviews with all major vendors and exhaustive secondary research, Pelorus Associates forecasts sales to grow from $813 million in 2011 to $1.2 billion in 2018. This is down from previous forecasts as the trends to software-only and cloud-based solutions effectively reduce per-customer revenues, despite rising demand for advanced applications such as analytics and voice of the customer solutions. After several years of virtually no growth, through the first half of 2012 global sales were tracking to grow by 10% to $891 million. Major factors in the turnaround are strengthening global economies, new compliance requirements, and senior-level recognition that quality customer care is critical to the success of the enterprise.
Some report highlights include:
- The solutions suite model has been widely adopted by the industry. In our 2006 report only Witness Systems offered a workforce optimization suite (WFO). Now, fourteen of the twenty-four vendors examined offer WFO suite solutions.
- The merger and acquisition frenzy has cooled. After a flurry of activity in 2011 there was only one acquisition in 2012.
- The bloom may be off the rose for outsourcing to low-cost nations in the Asian sub-continent. Major companies understand that customer relations are too valuable to be entrusted to distant third parties. Sales growth in developing nations will become more dependent on the formation of contact centers to support domestic businesses.
- The industry remains highly concentrated with the two leaders; NICE Systems and Verint Systems, accounting for over 80% of the total market.
2013 World Contact Center Recording Systems Market provides all the information vendors and strategic partners need to craft winning market strategies. The Executive Summary includes eleven specific “Success Factors” deployed by best-performing companies and identifies attractive opportunities that have been largely overlooked.
This report is authored by Dick Bucci, Principal of Pelorus Associates. This is Dick’s twelfth market research report on contact center applications. He has also authored dozens of white papers and articles have helped over 30 contact center vendors with marketing assistance and consultation.