Menu
How are vendors positioning contact centre portfolios to meet growing market demands?

How are vendors positioning contact centre portfolios to meet growing market demands?

Genesys, Cisco and Avaya positioned as market leaders in the global contact centre infrastructure and software market.

Genesys, Cisco and Avaya have been positioned as market leaders in the global contact centre infrastructure and software market, followed closely by Interactive Intelligence.

That’s according to IDC, fresh from releasing its 2015 MarketScape study, which profiles and ranks the leading providers in the contact centre infrastructure and software market.

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.

Findings suggest that the vendors' ability to integrate into the external environment is increasingly 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 centre infrastructure and software are the identification of technologies, features, and applications that are most appropriate for their organisations, and more importantly, which source(s) they should turn to for deployment and expertise,” says Jason Andersson, program director, Worldwide contact centre research, IDC.

“Customer service has always been a key issue for companies operating in competitive markets.

“But even among organisations 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 vendors included in the analysis are ALE (formerly Alcatel–Lucent Enterprise), Avaya, Cisco, Genesys, Interactive Intelligence, Intelecom, Loxysoft, Mitel, NEC, SAP, ShoreTel and Unify.

Follow Us

Join the New Zealand Reseller News newsletter!

Error: Please check your email address.

Tags genesysIDCinteractive intelligencecontact centreciscoAvayaShoretel

Featured

Slideshows

Arrow exclusively introduces Tenable Network Security to A/NZ channel

Arrow exclusively introduces Tenable Network Security to A/NZ channel

Arrow Electronics introduced Tenable Network Security to local resellers in Sydney last week, officially launching the distributor's latest security partnership across Australia and New Zealand. Representing the first direct distribution agreement locally for Tenable specifically, the deal sees Arrow deliver security solutions directly to mid-market and enterprise channel partners on both sides of the Tasman.

Arrow exclusively introduces Tenable Network Security to A/NZ channel
Examining the changing job scene in the Kiwi channel

Examining the changing job scene in the Kiwi channel

Typically, the New Year brings new opportunities for personnel within the Kiwi channel. 2017 started no differently, with a host of appointments, departures and reshuffles across vendor, distributor and reseller businesses. As a result, the job scene across New Zealand has changed - here’s a run down of who is working where in the year ahead…

Examining the changing job scene in the Kiwi channel
​What are the top 10 tech trends for New Zealand in 2017?

​What are the top 10 tech trends for New Zealand in 2017?

Digital Transformation (DX) has been a critical topic for business over the last few years and IDC is now predicting a step change as DX reaches macroeconomic levels. By 2020 a DX economy will emerge and it will become the core of what New Zealand industries focus on. From the board level through to the C-Suite, Kiwi organisations must be prepared to think and act digital when the DX economy emerges in 2017.

​What are the top 10 tech trends for New Zealand in 2017?
Show Comments