NODA Retains Leadership In Contact Center Installations With 33% Market Share

The survey was carried out in October 2019 together with the National Association of Contact Centers on the basis of methodology developed by iKS-Consulting. The survey includes a 2019 rating of Russian outsourced contact centers which ranks market players according to their revenue, the number of workstations installed, inbound and outbound traffic, and other parameters. There also is a comparative assessment of call-processing software solutions for contact centers, with profiles of Russian contact center software developers. Out of all contact centers surveyed, 33% use NODA solutions, while Avaya, Cisco, and Genesys products have been installed at 23%, 17%, 13% of contact centers accordingly.

Russian BPO Market: Dynamics of vendors' shares in the total number of installations (2013-2019, Data by RBK Research and iKS-Consulting)

The survey states that contact centers operating on Noda platforms process over 1 million calls and text messages daily. For example, GRAN, the second contact center in voice call processing, takes 410,000 calls per day, and New Contact occupies the 6th position with 175,000 calls per day. As to the number of text messages in chats and social networks, GRAN comes first with 35,000 messages per day, whereas New Contact and Next Contact, the 5th and 6th in the rating, both process over 30,000 messages daily.

This year, New Contact with its 2,182 agent workstations is the 4th biggest outsourced contact center in Russia. GRAN comes 7th with 1,440 agent workstations.

Mikhail Chereshnev, Chief Operational Officer, Noda (Global): "It is very important for outsourced contact centers that the solutions they use are reliable, reasonably priced and ensure high efficiency of outbound campaigns, with instant customization and launching options and agent scripts. We make sure that our products combine all the features I’ve mentioned. Besides, our solutions allow to implement a full-feature omni-channel service. It is not only phone calls that our clients can process, but also all the popular text channels, such as emails, webchats, messengers, and social networks."

Vendors' Share Dynamics in the Total Number of Installations. Outsourced contact centers, 2013-2019. Data by: RBK Research and iKS-Consulting. 

IKS-Consulting is an international consultancy agency which provides management consultancy services and carries out studies of telecom, IT, and media markets. The company has worked on the research market for over 10 years. www.iks-consulting.ru