Growth Opportunities in the North American Contact Center Systems Market, Forecast to 2021
Still Under Cloudy Skies, System Sales See Recovery
  • New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North America Contact Center Systems Market finds that despite healthy growth in the cloud contact center market, in 2016, the market for on-premises contact center systems recovered slightly after several years of decline. Contact center analytics, quality monitoring, and recording were particular bright spots for growth, as companies seek to get the most out of their existing investments. Inbound contact routing, outbound dialing and IVR systems showed less of a decline than in previous years.

    Contact center analytics systems include speech analytics, multi-channel customer interaction analytics, and contact center performance analytics applications. Analytics is of utmost importance to companies as they move towards providing omnichannel customer care and digital transformation. While traditionally divided between agent performance analytics and customer interaction analytics, developments include bridging between the two sets to improve the customer experience and worker experience, as improvements in one are reflected in benefits in the other and vice versa.

    Click image to view it in full size

    • Access Demo
    • * indicates mandatory fields
    • Firstname*
    • Lastname*
    • Company*
    • Job Title*
    • Business Phone*
    • Job Function*
    • Business Email*
    • Are you in the media?*
    • Looking to accelerate growth? We can help! Tell us which of the following services you would like to learn more about?
    • Growth Workshop and Customized Consulting Projects specific to your needs and Growth Objectives
      • Frost & Sullivan’s Growth Consulting Model provides specific tools and expertise to support clients through all five phases of the growth cycle: From developing a pipeline of growth opportunities to evaluating and prioritizing those opportunities to formulating and implementing go-to-market strategies to ongoing monitoring. The objective of the Growth Model is to identify your company’s Growth Zone and help you capture the most attractive opportunities.
    • Growth Partnership Services, comprehensive intelligence on market insights, mega trends, and emerging technologies
      • Growth Partnership Service identifies growth opportunities around your market, mitigates risk through in-depth research analysis, provides a global market perspective, and optimizes growth development strategies.
    • Scheduling a Growth Strategy Dialogue session, an interactive dialogue hosted by an industry expert
      • Talk to an analyst today to know more by signing up for a complimentary Growth Strategy Dialogue, an interactive conversation with an analyst regarding growth opportunities in your market.