The global contact center infrastructure market was valued at over USD 306 billion in 2016 and is expected to surpass USD 479 billion by 2021.
Procurement market intelligence analysts have announced its latest market research report on contact center infrastructure for the period 2017-2021. This market analysis discusses the major drivers and key emerging trends that will influence the growth of the public relations services market during the forecast period. Some of the top vendors listed in this industry analysis include Cisco, Genesys, Huawei, Avaya, and Mitel Networks.
In terms of geographical analysis, APAC is the largest shareholder in the global market, with a market share of around 57%. The rapid scaling up of regional contact center outsourcing companies is primarily driving the market growth in this region.
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According to Angad Singh, a procurement specialist at Technavio for research on category spend intelligence, “The implementation of SIP infrastructure helps companies to reduce the cost of operations and improve operational efficiency. Properties like flexibility and agility of architecture, administration, and operations are helping SIP replace TDM systems and PBX infrastructure. These systems are cost-effective and help to reduce the capital expenditure of implementation or upgradation.”
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The new procurement market intelligence report analyzes some of the key drivers and trends responsible for the growth of this market and its sub-segments.
Increased need for greater control on business processes
The substantial investments on establishment and maintenance cost are encouraging companies to migrate to cost effective business modeling solutions. These systems are designed to retain better control over business processes and mitigate the threat of critical business data theft. The BFSI and healthcare industries are shifting their customer support departments and are expanding via deployment of proper infrastructure.
Technological advancements
The suppliers in the market are offering technologically advanced systems to attract more consumers and increase their profitability. The new technologies include cloud-based infrastructure, robotic process automation, IP infrastructure, and advanced routers. These innovations help organizations to ease operations and offer more flexibility and scalability in functionalities. The cloud-based CCI solutions help integrate and upgrade multiple channels while providing better scalability.
Use of analytics in contact center solutions
The companies in the market are integrating advanced tools like speech and predictive analytics that will assist them to gain insights on customer interaction lifecycles. Furthermore, these tools are designed to identify changing traffic patterns, measure customer satisfaction, eliminate operational inefficiencies, and improve workforce management helping the businesses to manage their processes more efficiently.
A more detailed analysis is available in the procurement market intelligence report titled, ‘Global Contact Center Infrastructure – Procurement Market Intelligence Report 2017-2021.’
