Report Date: May 2011 Contact center investments are increasing worldwide as restraints on capital and customer service budgets ease. Companies must evaluate vendors technology and ability to deliver solutions in relevant regions. The contact center infrastructure market continues its trend toward consolidation of vendors as it has for several years. Three vendors, Avaya, Alcatel-Lucent (Genesys), and Cisco, combined now make up more than 70% of end-user revenue for the global market. However, other vendors continue to grow revenue by employing a variety of strategies. These strategies include, among others, focusing on differentiated technology for various enterprises needs, offering solutions that target the service provider, targeting innovation toward niche applications such as dialer solutions, and targeting emerging markets that may offer faster market growth rates and more greenfield opportunities than those in mature markets such as North America, Western Europe, and developed portions of Asia/Pacific.
Mentions: Avaya, Cisco, Alcatel-Lucent, Genesys, Interactive Intelligence, Aspect, SAP, ZTE, Vocalcom, Syntellect, CosmoCom, Altitude Software, Aastra Technologies, Mitel, Huawei, Siemens Enterprise Communications, NEC
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Topics: Market Research, Competitive Intelligence, Competitive Strategy, Market Intelligence