Contact Center Solutions Featured Article

Growth of Unified Communications Reaches into Contact Center Market

July 18, 2008

Unified communications (UC) have swept through the enterprise, enhancing quality, efficiency and productivity, while reducing overall communication costs. These benefits have not escaped the contact center.

In fact, the implementation of unified communications can greatly enhance the performance of the contact center, helping it to reduce costs and increase effectiveness. With the benefits that unified technologies can provide throughout the enterprise, the market is likely to continue growing.

COMMfusion, in association with UCStrategies.com, has announced a new study on the growing unified communications market. Unified communications is defined as communications that are integrated to optimize business processes.

UC products, technologies and solutions are significantly impacting the enterprises’ approach to telephony, desktop applications, conferencing and mobility. In addition, vendors and end-users are taking note of the implications and what it means for the future of communications; whether it is in the contact center or throughout the enterprise.
 
UCStrategies.com and COMMfusion have released Unified Communications (News - Alert) Market 2007-2012. This report is positioned as one of the most comprehensive studies on unified communications, including the drivers, challenges, key players, technology, trends, and market forecasts.

Vendors and enterprise customers alike should be asking a number of questions as they are considering their forward-looking strategies. These questions include: What makes up a Unified Communications solution? What threats do UC vendors face? How big is the market today, and where will it be in five years? How should enterprises roll out and implement their UC solutions? Is the time right for purchasing UC systems?

There is not doubt that UC is changing the way enterprises purchase telephony capabilities. Early adopters are now experiencing significant return on investment, as well as improvements and enhancements to customer service and productivity.

Those organizations that implement UC solutions are able to get their jobs done more efficiently and effectively, while transforming their businesses. This is especially important in the contact center where every minute and every action is measured for performance.

While examining the total revenues of all the UC components, worldwide total gross or “UC capable” revenues for Unified Communications is expected to grow from $9.52 billion in 2007 to $15.9 billion by 2012, for a compounded annual growth rate of roughly 51.5 percent.

The portion of the growth rate expected to be purchased and used for UC solutions, representing the Net or True UC market, will grow from $200.8 million in 2007 to $2.433 billion by 2012, Professional services will increase the product revenues by 18 percent in 2007, reaching 40 percent in 2012.

These projections indicate that those companies that are not currently examining the benefits of UC applications should be as the benefits are not only significant, it is likely that their competitors are implementing such solutions, putting them in a position to drive down costs and passing these savings onto the consumer. In the contact center industry, such a shift can make the difference in the completion of the sale.
 
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for Market Drive News. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Managing Application Performance by Understanding Applications, brought to you by Shunra (News - Alert) Virtual Enterprise.
 
 
 
 

Article comments powered by Disqus

Related Contact Center Solutions Articles

Case Study: A Web-based Forecasting Solution for Sizeable Contact Centers

Technological advances over the past decade have led to an explosion of data. Companies across all industries are working hard to learn how to harness this data to improve their business operations and run more efficiently. This is the same story for the contact center solutions community - using data effectively can help with workload management and staffing optimization. The case study below demonstrates how two companies, Fourworkx and Shinetech Software, worked together to move workforce man… [ Read More ]
10/24/2014

Westpac Relies on Teradata Insights to Enhance Customer Experience

Australian bank Westpac selects Teradata solutions to get better insights for improving customer experience. [ Read More ]
10/24/2014

No Missing Links with Interactive Intelligence Lync Integration

There can be little denying that the Holy Grail for enhancing customer experiences is to absolutely ensure that the right people have the right tools at the right time to efficiently and effectively respond to customers in real-time. This is the reason so much attention and investment by vendors and their customers alike is being placed on omni-channel capabilities. [ Read More ]
10/24/2014

FCC Issues Report on April 911 Outage

911 service are one of those things that people expect to be there when they need it. An outage in April of this year knocked out 911 service to 11 million people, and the Federal Communications Commission has released a damning report, according to Threatpost. [ Read More ]
10/23/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!