- The key vendors in the Global Contact Center Market 2014-2018 are Alcatel-Lucent S.A., Avaya, Cisco Systems Inc. and Huawei Technologies Co. Ltd.
London, 30 September 2014: TechNavio, an independent tech-focused global research firm, announced today the publication of its market research report on the Global Contact Center Market 2014-2018. One of the most important trends in the market is the emergence of social media technologies. Many clients are adopting this technology as the response rate is high in social media such as email, phone, and live online chat, and it gives them instant access to customer information. The Global Contact Center market is expected to grow at a CAGR of 8.81 percent in the period 2013-2018.
Contact centers act as a central point in an enterprise from where all customer contacts are managed. They play a prominent role within an enterprise’s broad customer management strategies. Currently, contact centers are adopting new technologies to become multichannel operations. This results in a coherent customer experience and enables customer expectations to be met with an advanced level of interaction.
“New technologies help in enhancing contact center operations and increasing productivity and the value of customers,” says Faisal Ghaus, Vice President of TechNavio Research.
“By focusing on the process optimization of contact centers, uncertainty and the probability of errors can be cut down to a large extent. This would help business to cut costs and improve efficiency in the long run.”
To define the market conditions in the next 3-4 years, TechNavio analysts have conducted in-depth analysis of the impact of market drivers, challenges and trends featuring data on product segmentations, vendor shares, growth rate by revenue and an evaluation of the different buying criteria in the order of importance.
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