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July 17, 2009

Infonetics Reports Growth in UC and IP Contact Center Market

SipTrunkingReport Contributor

Infonetics Research recently released an uplifting report showing healthy growth in the global IP contact center and unified communications market. The international market research and consulting firm recently released the first edition of its biannual report, Unified Communication and IP Contact Center Market Share and Forecasts.

Infonetics’ report provides market share for Aastra, Alcatel-Lucent, Aspect, Avaya, Cisco, Interactive Intelligence, Microsoft, Nortel, Siemens, and Toshiba. According to the report, the global unified communication market (unified messaging platforms and communicator software clients) was $523.4 million in 2008. The shipments of communicator clients grew 47 percent in 2008, to 1.4 million worldwide.

Cisco rose to no. 1 in 2008 in the fast-growing communicator market, followed by Siemens and Avaya, in second and third position respectively. The global IP contact center grew 54 percent in 2008 to $956 million. The growth was primarily driven by the transition from TDM to IP and demand from Asia Pacific.

Avaya leads the IP contact center revenue market and is closely followed by Alcatel-Lucent and Cisco.

Matthias Machowinski, Infonetics Research’s directing analyst for enterprise voice and data, said in a release that the unified communication market (unified messaging and communicator software) did well in 2008 and grew 16 percent sequentially.

He sees this as a respectable performance in light of the current sour economy and its effect on enterprise budgets. Machowinski explained that although reduced enterprise spending will impact the market, revenue in the communicator segment will double in 2009.

Workers use unified communications to communicate more effectively with mobile and geographically dispersed colleagues. UC also helps them to integrate multi-modal communication services for increasing productivity.

“These drivers, combined with aggressive bundling by PBX vendors to increase the competitiveness of their offerings (and to fend off the threat to the PBX business from Microsoft) will push the UC market to relatively good growth in 2009,” Machowinski said.

The report also tracks manufacturer revenue, seats, licenses, and ports for add-on IP PBX applications. It provides market share, market size, forecasts, and analysis for North America, EMEA (Europe, Middle East, Africa), Asia Pacific, and Central and Latin America (CALA).

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.

Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page.

Edited by Patrick Barnard
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