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.