Research and Markets: EMEA Inbound Contact Routing Systems Markets 2011

Research and Markets 

(http://www.researchandmarkets.com/research/5479d2/emea_inbound_conta) has announced the addition of Frost & Sullivan's new report "EMEA Inbound Contact Routing Systems Markets" to their offering.

This strategic analysis is part of Frost & Sullivan's continued coverage of the EMEA contact centre market. The scope of this research study includes ACD, CTI, SIP and multimedia contact routing systems deployed on-premise (CPE). Within this analysis, Frost & Sullivan has identified trends, drivers and restraints in the EMEA market. The EMEA region is segmented as UK, Germany, France, Spain, Italy, Portugal, Benelux, Scandinavia, Eastern Europe, Rest-of-Europe, and Middle East and Africa. This study provides market size, market shares, forecasts and regional revenue breakdown. Vendor solution offerings and strategies are analyzed in a competitive framework and considerations for market penetration and growth are proposed.

Product Definitions:

• Inbound contact routing (ICR) systems are defined as software-only or a combination of software and hardware solutions that facilitate the automated handling of inbound customer contacts.
• Inbound contact routing systems constitute the core functionality of contact centre application suites, including: ACD, CTI, SIP, multimedia contact routing, system administration/management, and reporting.
• Revenues in this study represent manufacturer-level revenues for inbound contact routing systems, which are deployed on-premise (CPE).
• Revenues in this study represent only product license revenues and exclude maintenance and services revenues.
• Frost & Sullivan covers various contact center systems/applications in separate studies. This study only covers ICR systems, and excludes:
• - IVR and voice portal systems
• - Agent performance optimisation systems (quality monitoring, workforce management, performance analytics)
• - Outbound dialer systems
• - Hosted contact centre services
• - Other contact centre systems, applications, and services

Key Topics Covered:

Summary of Major Findings Slide:

• Scope and Methodology
• Product Definitions
• Market Trends
• Pricing Trends
• Market Engineering Measurements

Market Analysis:

• Market Drivers
• Market Restraints
• Revenue Forecasts
• Demand Analysis By Country/Region

Competitive Analysis:

• Vendor Market Shares
• Vendor Product Offerings
• Vendor Profiles
• Aastra Technologies
• Alcatel-Lucent
• Altitude Software
• Aspect Software
• Avaya
• Cisco Systems
• Cosmocom
• Interactive Intelligence
• Mitel
• Siemens Enterprise Communications
• Zeacom

Strategic Recommendations

Recommendations for Vendors

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