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FOR
IMMEDIATE RELEASE
Date:
October 27, 2004
Contact:
Greggory S. Blundell
Phone:
908-707-1121
Email:gblundell@pelorus-group.com
www.pelorus-group.com
PELORUS
GROUP RELEASES COMPREHENSIVE ANALYSIS OF GLOBAL CALL CENTER
RECORDING MARKETS
Raritan,
NJ - 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.
According
to a new report from The PELORUS Group entitled “World
Contact Center Recording Systems Market”, the full recording sector
will grow from $225 million in 2003 to $385 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-degree 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”, notes Dick Bucci Associate Consultant with The
PELORUS Group and the report’s author.
“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.”
The
study, which is global in scope, analyzes current and future market drivers and
inhibitors affecting the sales of full recording systems and selective recording
systems. Granular detail is offered
into specific markets and the contact center recording systems vendors that
serve them. This comprehensive 109 page 36-table report separately
dissects the selective and full recording markets and explains why the two
markets are different. The report is available now.
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