A recently published report from Gartner Dataquest – “Market Share: Contact Centres, Worldwide, 2006” by Drew Kraus, May 2007 – shows that Genesys Labs, an Alcatel-Lucent company, was the fastest-growing contact centre vendor among the 10 leading vendors in the market in terms of total agent shipments worldwide in 2006.
Genesys increased its worldwide position with a 9.6 per cent market share of total agent shipments compared with 6.6 per cent in 2005, far outpacing the worldwide contact centre agent market’s growth in 2006. Genesys’ total agent shipments grew by 55 per cent from 2005 to 2006, nearly eight times the market growth rate of 7.1 percent. Genesys had the fastest growth of any contact centre manufacturer worldwide in the Gartner Dataquest report, in terms of total agent shipments.
Genesys is an independent subsidiary of Alcatel-Lucent, which also collaborates within Alcatel-Lucent’s Enterprise Business Group on complementary products designed for the mid-market. When Genesys results are combined with Alcatel-Lucent’s Enterprise Business Group shipments, Alcatel-Lucent achieved a 40.9 per cent growth in total agent shipments between 2005 and 2006, gained 3.3 per cent worldwide market share, and was number two in market share with 13.8 per cent.
In addition, according to the Gartner Dataquest report, Internet Protocol (IP) agent shipments worldwide grew by 67.9 per cent between 2005 and 2006 to represent 38.7 per cent of the worldwide contact centre market. During this same period, Genesys increased its worldwide IP agent shipments by 153.9 per cent.
“With 6.8 per cent of the total market, Genesys grew its IP agent shipment market share faster than any major technology provider in 2006,” said Wes Hayden, Genesys’ president and CEO. “We are extremely proud of our progress, especially in IP and across virtually every major region,” he added.
The report also states “IP agent shipments are expected to account for nearly, if not more than, half of all agent shipments in 2007.” Moreover, “Primary drivers for IP contact centre deployments include replacements of older infrastructure as part of the standard technology refresh cycle and a desire to leverage IP’s stronger multisite and virtual contact centre capabilities.”
On a regional basis, Genesys held a top three market share position in terms of total contact centre agent shipments in three of the four major regions in 2006: EMEA, Asia/Pacific and Latin America. Genesys also showed increased year-over-year contact centre agent shipment growth in North America.