The analytical agency iKS-Consulting has published a new survey report exploring the Russian market of contact center outsourcing in 2017 to 2022 period. The survey based on the methodology by iKS-Consulting was carried out in July-December 2018, together with the National Association of Contact Centers. The report gives annual ratings of outsourced contact centers in Russia, graded by revenue, number of workstations and other criteria. One of the chapters features comparative analysis of software used by market players. Apart from quantitative data, the report includes interviews with representatives of the companies operating in the sector.
Contact center outsourcing: Dynamics of vendors' shares in the total number of installations (2012-2018, Data by RBK Research and iKS-Consulting)
Key market players note positive revenue dynamics; there is also a shared vision that in 2018, the biggest increase in demand for contact center outsourcing was observed in the financial sector. According to the 2017 year-end results, the revenue of Russian outsourced call centers increased by 23%, reaching 14.4 billion rubles. Within this period, over 10% of the total revenue was generated by two contact centers: GRAN, with its 1,800 agent workstations, and New Contact (1,822 workstations). Both contact centers use NODA solutions. At the same time, in 2018 NODA became the leader in the total number of installations for outsourced contact centers, boosting its market share to 37.5%. Both Avaya and Cisco occupy 21.4% of the market, and another 10.7% belongs to Genesys.
Mikhail Chereshnev, Chief Operational Officer, Noda (Global): "Currently, our biggest projects in contact center outsourcing are the GRAN and New Contact facilities where we have automated over 2,000 agent workstations. There are very few contact centers in Russia that can rival these two companies in respect of scale and task complexity. Both companies cope with high loads, running some 50 outsourced projects simultaneously; naturally, this requires highly reliable solutions. We are happy that large-scale contact centers trust our technologies to the point of employing several NODA solutions: Noda Omni-Chanel, Noda WFM, and Noda Erudite, our AI platform used for creating voice and text bots."
For the last 5 years, NODA has kept the lead in the number of installations in contact center outsourcing, the company's share of the market reaching 27% in 2017. Last year, NODA's share in the sector expanded by another 10.5%. This growth in popularity is well-grounded: NODA solutions are function-rich, reliable, and can easily be integrated with other software; last but not least, they feature easy-to-use interfaces that make it possible to set up and run outsourced projects without any help from IT personnel.
According to Tatyana Kaplanova, New Contact Deputy Director General, in contact center outsourcing, the key growth opportunities lie in expanding the range of services and introducing digital technologies into customer communications. Digitalization strategy is key to strengthening your position on the market; thus, New Contact has recently increased its capacity, launching a new site with 420 workstations.
Other contact center CEOs also point out that the competitive power of market players is largely determined by their technological capacity to handle popular digital channels. Ekaterina Osina, Teleperformance Russia Director General: "We are witnessing the growing popularity of digital channels. A lot of queries we receive come via online chats and messengers. " Alexey Mosunov, who heads the BEEPER Call Center, believes that in 7 years’ time voice traffic will be reduced to a minimum. In his turn, Artyom Litvinov, Director General of Audiotele, admits that it was his company's ability to process online queries that enabled them to win a major tender by one of the largest retail banks.
According to iKS-Consulting, outsourced contact centers increasingly opt for NODA technological solutions. The survey shows that NODA is the leading platform both in email processing (21.7 % share) and in chat systems (22.3 %).
iKS-Consulting is an international consultancy agency that provides management consultancy services and conducts studies of telecommunication markets, information technologies, and media. The company has worked on the research market for over 10 years.