2013 World Contact Center Interaction Recording Systems Market

2013 World Contact Center

Interaction Recording System Market

Table of Contents

ITEM PAGE

Chapter 1 – Introduction
Overview 3
Scope 3
Methodology 4
Report Organization 5
Terms 6
How your organization can use this report 7
Other contact center reports 8
Table of Contents 10
Table of Tables 13
Chapter 2 – Executive Summary
Market Size 16
Market Shares 18
Business Environment Trends 20
Contact Center Trends 20
Vendor Trends 22
Market Drivers 23
Market Restraints 24
Success Factors 25
Chapter 3 – Market Trends
Overview 29
Business Environment Trends 29
Contact Center Trends 40
Vendor Trends 50
Chapter 4 – Drivers and Constraints
Overview 58
Short-Term Drivers 59
Long-Term Drivers 68
Constraints 78
Chapter 5 – Market Size and Characteristics
Overview 87
World Agents and Contact Centers 87
Contact Center Global Market 95
Chapter 6 – Market Share and Market Forecast
Overview 100
World Market Share – 2012 and 2011 102
Market Share by Component 107
Market Share by Geography 109
Market Forecast – Constructing the Model 112
Contact Center Recording Forecast 113
Other Recording Applications Forecast 114
Chapter 7 – Vendor Profiles
Overview 117
Product Offers 117
Target Markets 122
Sales Ranges 125
ASC telecom 125
Calabrio 131
CallCopy 137
CXM Record 145
dvsAnalytics, Inc. 151
Enghouse Systems Limited 158
Envision Telephony, Inc. 163
NICE Systems Inc. 171
OAISYS 180
OnviSource 191
Verint Systems Inc. 197
VPI 207
ZOOM International 216
About the Author 222

 

 

2013 World Contact CenterInteraction Recording System MarketTable of Tables
Table Title Page
Chapter 3
Market Trends
Table 3.1 Business Environment Trends 30
Table 3.2 Top 10 Social Networking Sites 33
Table 3.3 Telecommuting Drivers 37
Table 3.4 Contact Center Trends 41
Table 3.5 Top 10 Growth Expectations for Channel Support 46
Table 3.6 Key Metrics – Domestic Vs. Foreign Contact Centers 48
Table 3.7 Vendor
Trends
50
Table 3.8 Acquisitions
2010-2012
51
Table 3.9 Suite
Vendors Branding Initiatives
55
Table 3.10 Vendors Offering Survey Feature 57
Table Title Page
Chapter 4 Drivers and Constraints
Table 4.1 Short Term Drivers 59
Table 4.2 Integrations with Leading Call Server Vendors 62
Table 4.3 Bundling Strategy 64
Table 4.4 Long Term Drivers 68
Table 4.5 Laws And Regulations That Impact Interaction Recording 70
Table 4.6 Constraints 79
Table 4.7 U.S. Agent Population (2004 to 2011) 80
Table 4.8 Suite Vendors Branding Initiatives 84
Table Title Page
Chapter 5 Market Size And Characteristics
Table 5.1 Contact Centers and Agent Positions 87
Table 5.2 Contact Center Agent Positions by Geography 88
Table 5.3 U.S. Employment Growth in Selected Agent Categories 89
Table 5.4 Agent Positions by Size of Contact Center 93
Table 5.5 2011 Recording Sales by End Use 95
Table 5.6 Contact Center Recording Sales by Year 96
Table 5.7 Contact Center Recording Percent of Sales by GeographyWorld, 2011-2005 97
Table 5.8 Contact Center Recording Sales by GeographyWorld, 2011 vs. 2009 97
Table 5.9 Contact Center Recording Percent of Sales by ComponentWorld, 2011-2005 98
Table 5.10 Contact Center Recording Sales by ComponentWorld, 2011 vs. 2009 99
Table Title Page
Chapter 6 Market Shares And Market Forecast
Table 6.1 Recording Sales by Vendor – All Uses1H 2012 (World) 102
Table 6.2 Recording Sales by Vendor – Contact Center Only1H 2012 (World) 103
Table 6.3 Recording Sales by Vendor – All Uses2011 World 104
Table 6.4 Recording
Sales by Vendor – Contact Center Only2011 (World)
105
Table 6.5 Contact
Center Market Share LeadersWorld, 2005
to 2011
106
Table 6.6 Contact
Center Software Sales by Vendor (World)
107
Table 6.7 Contact
Center Software and Service Sales by Vendor(World)
108
Table 6.8 North
America Contact Center Sales by Vendor
109
Table 6.9 Contact Center Market Share LeadersNorth America, 2005 to 2011 109
Table 6.10 EMEA Contact Center Sales by Vendor 110
Table 6.11 Contact Center Market Share LeadersEMEA, 2005
to 2011
111
Table 6.12 ROW Contact Center Sales by Vendor 111
Table 6.13 Contact Center Market Share LeadersROW, 2005 to 2011 112
Table 6.14 Key Assumptions for Contact Center Forecast 113
Table 6.15 Projected Interaction Recording SalesContact Centers 2011-2018 (World) 114
Table 6.16 Sales by End Use Application2011 vs. 2009 114
Table 6.17 Key Assumptions for Public Safety And Financial Trading Floors 115
Table 6.18 Projected Interaction Recording SalesPublic Safety, Financial Trading Floors, Other 2011-2018 (World) 115
Table Title Page
Chapter 7 Vendor profile
Table 7.1 Summary of Product Offers by Vendor (2012) 119
Table 7.2 Bundling Strategy by Vendor 121
Table 7.3 Primary Target Markets by Vendor 122
Table 7.4 2012 Sales Range by Vendor – All Recording Uses 123