2005 WORLD CONTACT CENTER RECORDING SYSTEMS MARKETS

FULL AND SELECTIVE RECORDER ASSESSMENTS FOR THE NEW CONTACT CENTER

Aggregate contact center recording sales continue to expand.  Investment return is the most important factor driving sales of recording systems and call center applications in general.  With recording systems, management can effectively evaluate the performance of agents and identify areas that need improvement.  The impact is to reduce turnover and increase productivity.  Turnover in the call center space averages over 20 percent and in some verticals is much higher.  It can cost as much as $15,000 to recruit and train an agent.  Total variable costs range from $35,000 to $60,000 per agent.  The demand for recording systems is readily justifiable and is on the rise.

The contact center recording space is transitioning to a software and services mode, where clients source their own servers, storage systems, voice cards, and related system hardware.

Basic economic and technological forces will drive down the hardware component for both full recording and selective recording over the forecast period.  The hardware component of full recording systems is projected to drop from 29 percent of revenue in 2004 to only 14 percent in 2009.  For selective recording the decline in the hardware component will be equally dramatic, from 13 percent of the average unit price to only six percent in 2009.

One thing is clear.  The market is changing, and for many that change will be dramatic and irrevocable.

Nobody studies the emerging contact center markets more thoroughly or consistently than The PELORUS Group. For two decades, we’ve been a leader in identifying the salient trends upon which the industry will pivot, providing a reliable source for accurate market sizing, and bold, uncompromising opportunity assessment.  “2005 World Contact Center Recording Systems Markets” is an exclusive report. Its insights and analyses are the result of continuous hands-on research into the ever-changing contact center landscape.  The data you will find in its pages can be found nowhere else – they are exclusive, as are the models employed to map out and delineate market trends and potential over each of the next five years.  “2005 World Contact Center Recording Systems Markets” has been prepared with one goal in mind: To help players define and realize their objectives.

All market forecasts are through the year 2009. 
Price $1,995.00 US
Published June 2005
216 Pages.

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