Contact centre market passes $500m
The Australian contact centre market crossed the $500 million mark in 2016, according to IDC.
The total market — comprising software, services, call management and hardware — is being buoyed by a renewed focus on improving the customer experience among senior executives.
IDC said this is in line with research indicating that Australian organisations consider customer experiences to be their top priority, and 58% assign responsibility for that experience to the contact centre.
Managed and professional services account for the majority (65%) of the Australian contact centre market, and are expected to continue to see strong growth through to at least 2020.
“We’re expecting to see the market grow by over 40% between now and 2020, taking the services component of contact centre alone to close to $500 million in annual revenues — contact centre is not in any way a relic of the past,” IDC Research Manager Jamie Horrell said.
“There is a continued recognition that the entire customer journey should be a positive one, and that the contact centre plays a crucial role in this at all stages of the customer life cycle.”
The local contact centre software market is meanwhile dominated by Genesys, which provides services over Telstra’s network to both large and small organisations. Verint and Avaya jostled for second place, with Verint continuing to reposition itself into the broader customer experience and intelligence space.
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