NODA's share of installations at outsourced contact centers grows to 39%

According to a 2020 survey of the Russian outsourced contact centers carried out by the international consultancy agency IKS-Consulting, NODA’s share of installations in outsourced contact centers has grown to 39% of the market. NODA also has installed the biggest number of workplaces for emails and chat processing, its market share having reached 20.6%.

At the end of 2020, Avaya and Cisco solutions had a market share of 22% each, and Genesys had implemented its platform at 6% of the surveyed contact centers.

Among contact centers that use Noda Contact Center solutions, the leaders are Neovox (2,252 workstations), Gran (1,726 workstations), City Call (1,460 workstations), and Next Contact (1,010 workstations).

As to the number of processed voice calls, Gran is second on the list with 310 thousand calls per day, and Neovox occupies the forth position with 201 thousand calls per day. Other NODA partners, City Call (136,000) and Next Contact (124,000) occupy the 9th and 10th places respectively.

"During the pandemic, the role of remote services has predictably grown, as well as the demand for the services offered by outsourced contact centers. At the same time, it was а difficult period for contact centers: processes had to be restructured, and agents switched to working from home. Our technology allowed to do all that seamlessly, " says Andrey Zaitsev, Director of Contact Center and Robotic Systems Department at NODA. "For example, our Noda Web Phone app helped Gran to transfer all agents from 11 sites to remote work from their home computers. "

The survey was carried out together with the National Association of Contact Centers in August-December 2020 and uses the methodology developed by iKS-Consulting. It includes the 2020 rating of Russian contact centers based on their revenue, number of workplaces and other factors. One of the chapters contains a comparative analysis of software used by the market players.

Overview:

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 15 years. All the agency's surveys include research of the best world practices in telecom, digital and IT development markets.



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