At year-end 2021, the presence of foreign vendors in this segment went down. For example, as compared to 2020, Avaya's share dropped from 22% to 16%, and that of Cisco from 22% to 19%. Genesys platform was in use by 9% of surveyed contact centers.
Among the contact centers using Noda platform, Neovox and GRAN contact centers have the biggest number of workplaces installed (2,973 and 2,336 respectively), followed by Telesales Service (2,200), City Call (1,570), and Next Contact (1,467).
In the contact center rating, GRAN comes third in terms of processed voice traffic with 645,000 min. per day; Next Contact and Neovox come 6th and 7th, with 542,000 and 540,000 min. per day. Telesales Service and City Call process 350,000 and 279,000 min. per day respectively. All in all, Noda Contact Center platform helps outsourced contact centers process over 2 mln minutes of voice traffic daily.
"We see demand for our products grow not only among Russian outsourced contact centers, but abroad as well. In 2021, our platform was deployed by two outsourced contact centers in Germany: Profil24 and Kuck & Schmidt,” commented Sergey Popov, Director of Contact Center and Robotic Systems Department at NODA.
The survey was conducted August to October 2021. It served as the basis for various outsourced Russian contact center 2021 ratings, including the players' market share in terms of proceeds, number of workstations and other criteria. One of the chapters traditionally provides a comparative analysis of software used by the market players.
iKS-Consulting is an international agency that provides management consultancy services and conducts studies of telecom, information technologies, and media markets. The company has been working in market research for over 16 years. All surveys carried out by the agency include best world practices in telecom market, digital and IT development.