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With 21 Percent Share: companiesandmarkets.com
- The North American contact center system market reached $1,663.5 million in 2010
- Inbound contact routing systems is the largest segment in the market
- Fastest-growing segment is contact center analytics, which grew 21.3 percent
LONDON–(BUSINESS WIRE)– The contact center systems market in North America in 2010 was $1,663.5 million, according to a new report available on companiesandmarkets.com.
North American Contact Center Systems Market
The contact center systems market in North America in 2010 was $1,663.5 million. This represents a slight decline of 0.7 percent over 2009. Inbound contact routing systems is the largest segment in the market, being more than three times the size of any other segment. The fastest-growing segment is contact center analytics, which grew by 21.3 percent in one year.
Avaya is the largest vendor in the contact center systems market, with about 21 percent of the revenue share. Cisco Systems is the second-largest vendor, with a 11-percent share. However, the top three vendors together account for only nearly 40 percent of the market share; despite the presence of large participants, there is still vast scope for smaller and emerging companies to prosper and grow.
The contact center systems market is divided into six segments, which performed as follows in 2010:
- Inbound contact routing systems, which declined for the second year in a row to $849.9 million, a drop of 5.7 percent from 2009
- Interactive voice response (IVR) and voice portal systems, which grew by 2 percent to reach $227.2 million
- Outbound dialer systems, which declined by 1.1 percent to $105.1 million
- Quality monitoring systems, which grew by 6.5 percent to $231.1 million
- Workforce management software, which grew by 3.1 percent to $130.6 million
- Contact center analytics, which is currently worth $119.6 million, and counted separately from QM for the first time this year
The study discusses the drivers and restraints for growth and pricing, distribution, technology, demand, and market trends. The vertical market segments’ growth is forecasted. In addition, an in-depth analysis of the competitive landscape, including vendor market shares, is given, along with the profiles of the leading vendors in the market.
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