Frost NA Contact Center Systems Market  Dec 2012.pdf

Version 1

    Cisco Customer Care Products Gain Share in Major Frost Report


    According to Frost & Sullivan's North American Contact Center Systems Market report, Cisco's share of the key North American Inbound Contact Routing (ICR) systems market grew by nearly three points from 2010 to 2011, and we closed the gap on declining supplier Avaya by nearly four and a half points (measured in revenue).  Cisco's surging performance in the contact center market is consistent with reports from other analysts such as Gartner.


    Frost's report also includes a section on the North American Interactive Voice Response (IVR) market, although since Frost reports on IVR using different criteria than IVR Analyst Tern, it is recommend that the Tern data be used for this market segment.