Software Advice BuyerView: Call Center Software Report. Insight into today s software buyer

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1 Software Advice BuyerView: Call Center Software Report Insight into today s software buyer

2 Abstract Every year, Software Advice talks with thousands of buyers searching for call center software. These conversations provide us with unparalleled insight into the needs of call center software buyers. We recently analyzed a random selection of 385 of these interactions to uncover buyers most common pain points and their reasons for purchasing new software. Key findings:! A significant portion (46 percent) of buyers are buying call center software for the first time. Call recording and computer-telephone integration (CTI) top the list of desired software capabilities among buyers. Sixty-one percent of call center buyers we surveyed have ten or fewer users and 79 percent have annual revenue of 25 million or less.

3 Percentage of First-Time Buyers 54% 46% First-Time Buyers Replacing Software Forty-six percent of the buyers we spoke with had no call center software in place, and were looking to purchase for the first time.

4 Deployment Method Preferences 2% 40% 58% On-Premise Web-Based No Preference Forty percent of buyers expressed no preference in deployment model, but of the buyers who specified a model, the majority were interested in Web-based systems.

5 Buyers Integration Requirements 13% 16% Best-of-Breed Integrated Suite No Preference 71% Seventy-one percent of buyers requested best-of-breed software solutions, followed by 16 percent requesting an integrated suite solution.

6 Most Requested features Call Recording CTI Call Routing IVR Load Balancing Agent Monitoring 0% 25% 50% Percent of Respondents Call recording and computer-telephone integration top the list of desired software capabilities among buyers, ahead of call routing and interactive voice responders.

7 Reasons for Purchasing Software Increase Efficiency Improve Organization Modernize Processes Call Tracking Number of Participants A large portion of call center software buyers are seeking to improve efficiency (67 percent) and organization (61 percent).

8 Inbound Vs. Outbound Call Centers 39% 32% Inbound Outbound Both 29% The call center software buyers we spoke with represented an even mix of inbound and outbound call centers, as well as call centers that perform both functions.

9 Prospective Buyers by Industry 11% 50% 9% 9% 8% Medical Consulting Software/IT Insurance Telecom Retail Other Industries 6% 7% The largest segment of prospective buyers were medical call centers (11 percent), closely followed by consulting (9 percent) and Software/IT (9 percent).

10 Buyer Size by Annual Revenue 6% 15% 6% 9% 38% < $1 Million $1-5 Million $6-25 Million $26-50 Million $ Million > $100 Million 26% Over half of buyers were businesses with $5 million or less in annual revenue. Nine percent were large enterprises with annual revenues greater than $100 million.

11 Number of Users 13% 14% 15% 7% 20% 16% Single User 2 to 5 Users 6 to 10 Users 11 to 20 Users 21 to 50 Users 51 to 100 Users 101 or more Users 16% Over half of all companies we interacted with were seeking call center software for 10 or fewer users.

12 Learn more about Call Center Software Read Report Read the full report Get Free Quotes Get free price quotes on top Call Center Software Get Free Demos Get unbiased reviews & free demos on top Call Center Software

13 @SoftwareAdvice /company/software-advice Software Advice is a trusted resource for software buyers. The company's website, provides detailed reviews, comparisons and research to help organizations choose the right software. Meanwhile, the company s team of software analysts provide free telephone consultations to help each software buyer identify systems that best fit their needs. In the process, Software Advice connects software buyers and sellers, generating high-quality opportunities for software vendors.

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