InfoTrack Report Shows $2.4B Global Call-Center Manufacturer Revenue

Parsippany, NJ (PRWEB) June 13, 2007 -- The Telecom Intelligence Group's "InfoTrack for Converged Applications" report on worldwide contact-center shipments for 2006 shows worldwide manufacturer revenues hit $2.4 billion, with Avaya at the top in all three vendor categories (agents, systems and revenues) with 37 percent of all agent shipments.

Nortel and Cisco shared second and third place, respectively, in both agents and systems, with a combined 23 percent of the market. Nortel also was second in total worldwide revenues, while Aspect was third.

Some 47 percent of agent seat shipments (new and add-on) were reported for the United States, followed by 29 percent in EMEA.

The North American market (United States and Canada) continues to be the major source of industry volume with 49.8 percent of worldwide agent seat shipments (new and add-on) and more than 50 percent of worldwide revenues. Avaya's share of the North American market was 38.7 percent of agent shipments. However, several manufacturers -- including Aspect, Mitel, Cisco, Genesys and Nortel -- all had positive U.S. growth rates (compared with 2005), while Avaya had a slightly negative growth rate.

The report forecasts agent shipment growth in the United States at a CAGR of 3.9 percent and significantly higher in such regions as APAC and CALA.

"The U.S. installed base of CPE is under pressure from outsourcing, consolidation/flattening and hosted services. We see a slight dip in the total installed base through 2007 and then gradual expansion as contact centers finish consolidating and the pace of outsourcing slows as companies gain productivity from IP-based capabilities and more tightly integrate the contact center into their businesses" says Ken Dolsky, program director for the "InfoTrack for Converged Applications" program. "The Telecom Intelligence Group has responded to this dynamic market by creating a new program to track and report on contact-center application shipments, revenues and trends. In conjunction with its TelecomTactics (www.telecomtactics.com) service, which offers detailed side-by-side comparisons of application offers, this provides our clients with very deep coverage of the applications market."

The "2006 Report on Contact Centers" provides agent and system shipments for 16 manufacturers by size category, and by region as well as revenue and market share by agents, systems and revenues. It also contains InfoTrack's installed base of U.S. agents, historical U.S. shipments for top manufacturers and growth forecasts for each region (United States, Canada, APAC, CALA and EMEA) for the next five years.

For more information on the state of the contact-center business and an opportunity to read an article based on the InfoTrack for Converged Applications "2006 Report on Contact Centers," go to "The Next Generation Contact Center Report" at www.TelecomWeb.com/ccr.

For more information on the InfoTrack for Converged Applications Program and the 2006 Contact Center report (including the table of contents), go to www.telecomweb.com/ccr/2006ContactCenterReport or contact Craig Born at 973-602-0123, cborn @ telecomweb.com.

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