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Contact Center to Adopt Multichannel Operations for Better Customer Experience: Report

By CIOReview | Thursday, December 24, 2015

FREMONT, CA: Acting as a central point in an enterprise from where all customer contacts are managed, contact centers enable enterprises to offer better customer experience, improve productivity and leverage valuable business intelligence. With enterprises concentrating more towards personalizing customer experience, contact centers have been witnessing a progressive evolution over the last decade. Portending the same good time ahead, the global contact center market is estimated to grow at a CAGR of 9.26 percent over the period 2014 to 2019, concludes Technavio's report: “Global Contact Center Market for 2015-2019.”

The report has been prepared based on an in-depth market analysis with inputs from industry experts, covering the landscape of the contact center market and its growth prospects in the coming years including discussion of the key vendors operating in this market.

Findings of the report

Several business organizations are now adopting multiple channels in contact centers through the use of modern technologies such as BI tools that help in managing and analyzing large amounts of data, and as a result provide fast and efficient customer service. Currently, contact centers are adopting new technologies to become multichannel operations which in turn are leading to better customer experience and an advanced level of interaction.

The report recognizes the following companies as key players in the Global Contact Center Market: Alcatel-Lucent, Avaya, Cisco and Huawei. For in-depth analysis, the researchers of the report have divided the contact center market into segments such as inbound systems, quality management, interactive voice response, analytics, workforce management and outbound systems. On the regional basis, the market has been segmented into America region, EMEA and APAC.

The other prominent vendors listed in the report include: 3CLogic, 8x8, Aastra , Altitude Software, Aspect Software, Connect First, Convergys, CRMXchange, Enghouse Interactive, Five9, Fujitsu, Genesys, HP , IBM, Incontact, Interactive Intelligence, Mitel, NEC, Noble Systems, Oracle , Presence Technology, SAP, ShoreTel, Siemens, Syntellect, Teleopti, Toshiba , Unify, Verizon Communications, Vertical Networks, Vocalcom, and ZTE.


Adoption of advanced technologies and infrastructure is a complex and daunting process for many enterprises posing a serious challenge for the overall growth of the contact center market. The need for considerable amount of specialized training in the new technology to enable employees to meet the needs of clients is going to be an important initiative of the companies. To address such challenges, many organizations are currently outsourcing their contact center operations to third-party service providers.