2006 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.

A spate of acquisitions in 2005 and 2006 are rapidly changing the competitive landscape.  Smaller players are finding innovative ways to match the leaders in terms of product depth and carve out profitable market niches.  For the first time in years new entrants are coming on the scene.  New and improving technologies like VoIP and speech are transforming recoding systems from basic call center monitoring sand agent performance measurement to essential tools for understanding customer behavior and adjusting corporate business strategies. 

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.  “2006 World Contact Center Recording Systems Markets” is an exclusive report, the third of a series.  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.  “2006 World Contact Center Recording Systems Markets” has been prepared with one goal in mind: To help players define and realize their objectives.

Price $2,995.00 US
Published September 2006

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