A MAJOR NEW PELORUS CONTACT CENTER REPORT
WORLD
CONTACT CENTER
RECORDING SYSTEMS MARKET
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· Detailed Forces And Issues Impacting The Market Today · Full Recording vs. Selective Recording Constraints, Drivers And Potential · Competitive Profiles Of Vendors Such As ASC telecom, Dictaphone Corporation, etalk, Envision Telephony, HigherGround, NICE Systems, Verint Systems, Voice Logger, And Witness Systems · What Will Be The Effects Of Anti-Telemarketing Legislation?
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· Shifting Strategies To Accommodate The New Economy: What’s Next? · Granular Analysis By Market Segment · Discussions On Pricing, Applications, Technology, And The State Of Competition · Emerging New Recording Market Dynamics: Outlook And Implications · Sizing The Market Opportunity: Units, Revenue, Vendor Specific Market Shares · Worldwide Market Forecasts - Through 2008 |
You’ve
Never Seen A Contact Center Recording Report As Detailed As This!
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The PELORUS Group
Navigating Change In
Contact Center Research
FULL
AND SELECTIVE RECORDER ASSESSMENTS
FOR THE NEW CONTACT CENTER
Like
other IT businesses, the contact center space has had to deal with slowdowns in
investment spending. However, few
technologies have the same power to improve customer loyalty and satisfaction
while reducing operating costs as voice and data recording.
With the added capability to mine vast rich silos of customer information
to extract the nuggets of information that lead to successful new products and
strategic initiatives, the recording industry is poised to enjoy steady growth
over the next five years.
The
PELORUS Group projects that the full recording sector will grow to almost $400
million in 2008. Selective
recording revenues will nearly double over the same time period.
Declines in the value of hardware sales will be offset by increases in
the sale of new software applications and enhanced customer services.
Leading vendors are seeking to provide 360 degrees solutions, including
high-level consultation on goal setting, benchmarking, and guidance on the
optimum deployment of contact center investments.
Driving this growth is a wealth of new applications, emerging new markets, a persuasive business case, modest penetration rates, and corporate compliance and liability concerns. The replacement cycle for the Y2K-induced spurt of products purchased in 1998-1999 will provide a welcome bump in market growth, as applications such as performance management, e-learning, speech analytics, data mining, automated surveys, VoIP and multimedia recording gain traction. While the industry is highly concentrated, there are ample opportunities for second and third tier vendors to expand sales. With new applications, they can achieve greater wallet share in their existing customer base and carve out strong positions in new and emerging market segments.
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. “World Contact Center
Recording Systems Market” 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. “World
Contact Center Recording Systems Market” has been prepared with one goal in
mind: To help players define and realize their objectives.
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What
Distinguishes “World Contact Center
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CONTENTS |
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INTRODUCTIONScope Methodology Report Organization
Terms EXECUTIVE SUMMARY Market Size and Growth The Changing Composition of Recording Systems Revenue Forecast Market Drivers and Constraints Vendor Strategies
Balanced Distribution VENDOR COMMUNITY Overview Points of Differentiation Vendor Product Capability Comparison Grid Vendor Target Markets: Comparison Vendor Profiles ASC telecom Background Products Strategies Dictaphone Corporation Background Products Strategies etalk Corporation Background Products Strategies Envision Telephony, Inc. Background Products Strategies HigherGround Background Products Strategies NICE Systems Background Products Strategies Verint Systems Background Products Strategies Voice Logger Background Products Strategies Witness Systems Background Products
Strategies FULL RECORDING MARKETS Product Description Buying Process Market Share Overview World Market Shares Full Recording Market Share World Revenues by Vendor Full Recording Market Share World Seats by Vendor |
North American Market Shares Full Recording Market Share North American Revenues by Vendor Full Recording Market Share North American Seats by Vendor EMEA Market Shares Full Recording Market Share EMEA Revenues by Vendor Full Recording Market Share EMEA Seats by Vendor ROW Market Shares Full Recording Market Share ROW Revenues by Vendor
Full Recording Market Share ROW Seats by Vendor SELECTIVE RECORDING MARKETS Product Definition Buying Process Market Share Overview World Market Shares Selective Recording Market Share World Revenues by Vendor Selective Recording Market Share World Seats by Vendor North American Market Shares Selective Recording Market Share North American Revenue by Vendor Selective Recording Market Share North American Seats by Vendor EMEA Market Shares Selective Recording Market Share EMEA Revenues by Vendor Selective Recording Market Share EMEA Seats by Vendor ROW Market Shares Selective Recording Market Share ROW Revenues by Vendor
Selective Recording Market Share ROW Seats by Vendor MARKET ANALYSIS AND FORECAST Overview Macro-Level Trends Service Dominated Economies Service as a Competitive Differentiator Improving Global Economies Laws and Regulations Growth of Customer Self-Service Privacy and Security Concerns Declining Computing Costs Industry-Specific Trends Recognition of the Contact Center as a Strategic Resource Industry Consolidation Decentralization Transition to “Agent Optimization” Business Process Outsourcing Multi-Channel Communications Software-Centric Suite Model Market Drivers: Selective Vs. Full Recording Attractive ROI Y2K Replacements Improving Global Economies Modest Penetration Rates Liability Concerns |
Compliance with Regulations New Technologies New Customer Applications Channel Marketing Market Restraints: Selective Vs. Full Recording Economic Woes of Key Market Participants Mergers and Acquisitions High Initial Cost Low Labor Costs for Outsourced Contact Centers Privacy Concerns Lack of Product for Small to Medium Call Centers Automation Sales Process Challenges in Selling New Capabilities Full Recording Full Recording Revenues by Source Software Hardware Services Totals Full Recording Revenues by Region North America EMEA ROW Totals Selective Recording Selective Recording Revenues by Source Software Hardware Services Totals Selective Recording Revenues by Region North America EMEA ROW Totals Market Forecasts to 2008 Definitions Pricing Assumptions Vendor Price Per Seat Full Recording Software/Seat Hardware/Seat Services/Seat Total/Seat Vendor Price Per Seat Selective Recording Software/Seat Hardware/Seat Services/Seat Total/Seat Unit Sales Assumptions Forecast Tables Seat Shipments and Vendor Revenues for Full Recording to 2008 Seat Shipments and Vendor Revenues for Selective Recording to 2008 Percent of Agents with Recording Capability Agents Percent with FR Percent with SR
PLUS OVER 30 CHARTS AND TABLES! |
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About The Authors
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Prior to joining The PELORUS Group, Richard “Dick” Bucci was a research analyst and consultant for Frost & Sullivan, a leading market information company. Mr. Bucci has 25 years of senior marketing and sales management experience with Comdial Corporation, Nortel Networks, and smaller telecom equipment providers and value added resellers. He has been quoted in the Washington Post, The Richmond Post-Dispatch, Individual Investor, Investors Business Daily, Speech Technology Magazine, CRM Today, Communications Convergence, The National Post, Buyside, Virginia Business, Hotel and Motel Management, and others.
Mr. Bucci has a Master of Business Administration degree from the Weatherhead School of Management, Case-Western Reserve University, and a Bachelor of Business Administration from Kent State University. He has taught marketing management at the University of Virginia, and served as a guest lecturer at the Darden Graduate School of Business, University of Virginia.
Editor Al Fross has researched and written about the contact center arena for three decades. He has edited and published many groundbreaking studies, including The PELORUS Group’s “Contact Centers: Re-Igniting The Market” and “The Rise Of Hosted Contact Centers” reports. He holds an MBA in Finance from Rutgers University. |
The PELORUS Group
Helping Navigate Change in Contact Centers
The PELORUS Group is a market research, consulting, and business planning firm. Its charter is to provide market research, business management, strategic planning, and competitive intelligence services to its worldwide base of clientele.
Its challenge is to veer away from consensus research, and expose the myths within key telecommunications and information services industries.
Additional reports available from The PELORUS Group:
|
“The Rise Of Hosted Contact Centers” |
“Wireless Location-Based Markets” |
|
“Contact Centers: Re-Igniting The Market” |
“Wireless Speech Recognition” |
|
“The Future Of Contact Centers” |
“Stored Value: 21st Century Currency” |
|
“North American Directory Assistance Markets” |
“Speech Technologies: The Growth Years” |
|
“The Future Of Operator Services” |
“CTI To CRM” |
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“The Future Of Prepaid Telephony” |
“Operator Services” |
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“Global Speech Recognition” |
“Prepaid Telephony” |
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“Enterprise Unified Communications” |
“Prepaid Wireless” |
|
“Unified Communications For The Service Provider” |
“Unified Messaging CPE” |
|
“Enhanced Directory Assistance” |
“Opportunities In North American Prepaid Wireless - And Beyond” |
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