TMCnet News

Research and Markets: Contact Center Applications Market in India CY 2014
[June 24, 2015]

Research and Markets: Contact Center Applications Market in India CY 2014


Research and Markets (http://www.researchandmarkets.com/research/4cl766/contact_center) has announced the addition of the "Contact Center Applications Market in India CY 2014" report to their offering.

This Market Insight examines key trends, vendor performance, and vertical and horizontal revenue and trends in the Indian contact center applications market. Customer service is a critical differentiating factor amongst businesses. Organizations are showing more willingness to invest in new processes and solutions to enhance customer service and improve the Customer Experience. Organizations and contact centers alike are focusing on enhancing the overall performance management and customer experience by investing in internal operational optimization and external interactions.

Moving to the omnichannel interaction model will provide seamless Customer Experience. Organizations and contact centers alike are focusing on enhancing overall performance management and Customer Experience by investing in optimizing internal operations such as staff scheduling and cost calculation, as well as external interactions such as first cal resolution rate.



The migration to SIP trunk technology allows seamless integration of data, text, voice, and video into IP signals. More contact centers in India are evaluating and moving to support SIP- VoIP and SIP trunking.

IT and telecommunications, and BFSI continued to be the leading verticals and represented nearly % of the total market in 2014.


Enterprises demanded unified user interface for their contact center agents instead of accessing various applications on different interfaces, which might be difficult to manage. Only a handful of vendors were successful in delivering a one-stop shop solutions, which proved to be a significant differentiator.

The migration to IP networking and SIP trunking in contact centers increased as enterprises' voice and data networks continued to converge. The positive outlook for contact center outsourcing, coupled with strong domestic demand for contact center services, is expected to drive the market during the forecast period.

Key Topics Covered:

1. Contact Center Applications Market in India CY 2014

2. Executive Summary

3. Market Definitions

- Market Segmentation

- Market Definitions

- Research Methodology

- Key Notes and Assumptions

4. Market Highlights

- Revenue Forecast

- Key Market Trends

- Key Technology Trends

- Benefits of Workforce Optimization Solutions

- Revenue Breakdown by Technology

- Revenue Breakdown by Technology Discussion

5. Vertical and Horizontal Analysis

- Vertical and Horizontal Adoption Trends

- Market Highlights by Horizontal and Vertical

6. Competitive Analysis

- Vendor Market Share

- Market Share Analysis - Avaya

- Market Share Analysis - Verint (News - Alert)

- Market Share Analysis - Genesys

- Market Share Analysis - Nice

- Market Share Analysis - Aspect

For more information visit http://www.researchandmarkets.com/research/4cl766/contact_center


[ Back To TMCnet.com's Homepage ]