The Australian contact centre market, comprising software, services, call management and hardware, is set to be a growing market of opportunity for managed service providers (MSPs) and professional services providers, according to research by IDC.
The findings by IDC show that the Australian contact centre market is now worth more than $500 million, with managed services and professional services accounting for 65 per cent of this market.
According to IDC, the "evolving contact centre" is buoyed by a continued focus from leadership within the organisation on improving customer experience and driving engagement through multiple channels.
It indicated that, with the customer experience focus of the C-suite, organisations will continue to look for services both for implementation and operations to support this.
"Services will see strong growth through to at least 2020," IDC research manager, Jamie Horrell, said.
"We're expecting to see the market grow by over 40 per cent 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 anyway a relic of the past,” he said.
Horrell mentioned that 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 lifecycle.
"People expect to deal with an organisation on their terms and via the channel they want, whether voice, email, chat or social media; and the contact centre is the part of the organisation best suited to handling the omni-channel paradigm that now exists,” he said.
In terms of businesses, IDC found that Genesys continues to dominate the contact centre software market, off the back of Telstra delivering solutions across large and small organisations alike.
It reported Verint, Avaya and Interactive Intelligence all ranked in second place before Genesys' acquisition of Interactive Intelligence.
Most recently, Optus Business nabbed a five-year, $75 million deal with Flight Centre Travel Group, which supports wider business objectives including migrating Flight Centre to the Optus Contact Centre-as-a-Service (CCaaS) platform.
Analyst firm, Frost and Sullivan, also predicted that the hosted contact centre market will grow at a compound annual growth rate (CAGR) of seven per cent between 2014 and 2021.
It found the hosted contact centre market will exceed a CAGR of seven per cent between 2014 and 2021, while the Cloud contact centre solutions market will surge ahead with CAGR expected to exceed 35 per cent in that same time frame.