Consolidation of Contact Center Industry Being Driven by Economics and Market Demand

Ken Landoline
Ken Landoline

Summary Bullets:

  • Managers of customer service organizations are realizing that integrating discrete supporting applications with core contact center ACD functionality is a time consuming and often very expensive method of completing their solution suite.
  • Contact center providers are reacting to the market change from “best-of-breed” solutions to “all-in-one”, pre-integrated suites by acquiring the assets of interactive voice response (IVR), speech analytics, customer survey, and data analytics best-of-breed providers or developing deep partnerships to complement their contact center suite offerings.

Less than a decade ago contact center executives were beating the bushes looking for best-of-breed solutions in the areas of workforce management, IVR, customer surveys, speech analytics, proactive outbound customer contact, and more to complete the functionality of their customer service suite and optimize their service offering. At the same time, there was a groundswell of start-ups focused on offering the best-of-breed solution in each of these areas to fill the product gaps of the major contact center vendors that had solid ACD offerings but lacked solutions focused on these high-growth peripheral areas of customer care and support. Enterprises were fixated on finding and buying the best of breed solution to meet their needs and give them a competitive advantage in the marketplace.

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