IDC MarketScape on Worldwide Contact Center Infrastructure and Software Market Reveals How Vendors Are Positioning Portfolios to Meet Demand From Growing Market
17 Jul 2015
LONDON, July 17, 2015 - International Data Corporation (IDC) has released its 2015 MarketScape study profiling and ranking the leading providers in the Worldwide Contact Center Infrastructure and Software (CCIS) market. The IDC MarketScape methodology placed Genesys, Cisco, and Avaya in the Leaders category, followed closely by Interactive Intelligence.
The CCIS market includes voice and digital media contact distribution, management, and agent-software clients, as well as self-service solutions for voice, Web, and mobile devices used to offer customer service solutions as part of a customer experience strategy. The vendors' ability to integrate into the external environment is growing in importance with the interest in business process automation and, as such, part of the evaluation includes the ecosystem, deployment options such as on-premises and cloud (public/private), concepts such as customer experience/mobile customer care solutions, and the go-to-market models used by vendors.
"Some of the key challenges customers face when investing in contact center infrastructure and software are the identification of technologies, features, and applications that are most appropriate for their organizations, and more importantly, which source(s) they should turn to for deployment and expertise," said Jason Andersson, program director, Worldwide Contact Center research at IDC. "Customer service has always been a key issue for companies operating in competitive markets. But even among organizations that are not competitive, it has been a strategy albeit from a different perspective. The movement to cloud is clear as investments in both hosted solutions and cloud solutions are beginning to make global headway. Revenue growth in this market will be driven by enterprises looking to retain capital, reduce costs, and improve customer experience."
The study, IDC Marketscape: Worldwide Contact Center Infrastructure and Software in 2015 (IDC #I05X), assesses the CCIS market worldwide and analyzes a number of specific vendors. The vendors included in the analysis are ALE (formerly Alcatel–Lucent Enterprise), Avaya, Cisco, Genesys, Interactive Intelligence, Intelecom, Loxysoft, Mitel, NEC, SAP, ShoreTel and Unify. These providers were evaluated using detailed criteria that IDC identified as key factors contributing to vendor success in the World Wide CCIS market.
For more information, please contact your local IDC office or visit www.idc.com. If you would like to know more about IDC's Worldwide Contact Center research, please contact Jason Andersson (firstname.lastname@example.org, tel. 46 70 26 72 800).
About IDC MarketScape
The IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of ICT (information and communications technology) suppliers in a given market. The research methodology uses a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor's position within a given market. IDC MarketScapes provide a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of IT and telecommunications vendors can be meaningfully compared. The framework also provides technology buyers with a 360-degree assessment of the strengths and weaknesses of current and prospective vendors.
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