For the North American contact center systems market, the year 2010 was difficult. During this time, the sales of core infrastructure saw a significant decline because of the economic downturn.
Even contact centers were not too keen on investing in core tools such as dialing systems, ACDs, switching and premise-based IVR.
However, a recent report from companiesandmarkets.com has found that infrastructure investment is now rising and many contact centers are striving to diversify and add value to their operations.
The 126 page report, published in June 2011, provides a detailed analysis of the North American contact center systems market, including historic and forecast data for the period 2007-2017.
During 2010, contact centers were investing but purchases were focused on quality management and analytical applications. This offered a fast return on investment, low initial outlay, minimal installation and downtime, when compared with core contact center infrastructure.
Post-recession, the contact center system market has witnessed an increased investment in fundamental software/hardware. The market has also benefitted from the adoption of new technologies to support novel customer contact channels such as social networking sites.
Demand for upgraded technology and infrastructure, for the foreseeable future, will push the value of the North American contact center systems market, particularly for core IVR and switching systems.
Technologies discussed within the contact center systems market research report include: Inbound contact routing; interactive voice response and voice portals; outbound dialers; quality monitoring; contact center analytics, and workforce management.
In related news, Research and Markets has announced the addition of Frost & Sullivan's (News - Alert) new report "North American Contact Center Systems Market" to their offering.
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Deepika Mala is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.
Edited by Juliana Kenny