2016 Global Contact Center Systems Buyers Guide

2016 Global Contact Center Systems Buyers Guide

  • June 2016 •
  • 130 pages •
  • Report ID: 4109123
Choosing a Vendor for Omnichannel Transformation

The landscape for choosing a contact center solutions partner has become complex, with dozens of options to choose from across contact center systems, cloud, and business process outsourcing providers. Rampant industry consolidation has further clouded the picture. The purpose of this Buyers Guide is to provide enterprise organizations with a fundamental assessment of contact center system providers and their capabilities. The guide is based on extensive primary and secondary research and provides the reader with market trends and in-depth profiles of suppliers.

Executive Summary—The Competitive
Landscape at a Glance
This guide examines the global contact center systems market.
Primary trends to consider include the following:


For Frost & Sullivan, the result of these interrelated trends is that the competitive realities of a decade ago no longer hold true. As cloud suppliers push an increasingly globalized market into the future, customer engagement itself is being disrupted by new business models.

In 2016, innovation is a critical business driver in the contact center systems industry. To compete and ultimately thrive, providers must be able to help their enterprise clients improve the Customer Experience.
In 2014, the global contact center systems market declined 4.2% from the previous year as companies refreshed older ACDs and IVR systems with cloud alternatives. On the other hand, the APO segment, which is comprised of QM, WFM, and analytics, had modest gains of 0.1%, 5.4%, and 5.3%, respectively. However, globally, Frost & Sullivan forecasts the purchase of new APO products to increase at a CAGR of 2.5%, and within that analytics solutions growing at a CAGR of 6.8% between 2014 and 2019, as companies seek to access information that can help them improve the Customer Experience.