SOURCE: Infonetics Research

July 11, 2007 19:09 ET

Strong growth forecast for unified communications and IP contact center markets

BOSTON, MA--(Marketwire - July 11, 2007) - A new report published today by Infonetics Research shows growth in the unified communications (UC) and IP contact center (IPCC) markets is outpacing the growth rate of the red-hot IP PBX market.

The report, "Unified Communications and IP Contact Center Market Outlook," says worldwide sales of unified communications applications increased 21% between 2005 and 2006, to $363 million, and are expected to grow in the high double digits each year from now at least through 2010.

"Unified communications is the buzz du jour in our industry, but there are a lot of different ideas out there for what it actually is. What everyone seems to agree on, though, is that there are 2 key components that form the cornerstone of UC: unified messaging, which stores all message types, and communicator, a presence-enabled directory that shows contact availability by communication mode. A true UC user will have both, and in fact they are the top 2 applications being deployed by IP PBX adopters. The unified messaging market is already quite large, but communicator is in its infancy," said Matthias Machowinski, directing analyst at Infonetics Research.

Worldwide sales of IP contact center applications, including automatic call distribution (ACD), interactive voice response (IVR), and computer telephony integration (CTI), totaled $482 million in 2006, a 26% increase over 2005. The IPCC market is forecast to grow in the single digits to low double digits through at least 2010.

"The other topic getting a lot of attention these days is the IP contact center. The contact center market is well understood, and is undergoing a technology transition similar to the PBX market, from TDM to IP. That's causing the IPCC market to grow quite rapidly," Machowinski added.

Other highlights from the report:

--  Unified messaging makes up the bulk of the unified communications
--  The communicator market is still very young, and growth is expected to
    be very strong due to its early stage and high demand
--  Avaya leads the worldwide unified messaging market in 2006, but its
    top competitors, including Nortel, Cisco, and Alcatel-Lucent (in that
    order), are gaining
--  Alcatel-Lucent is the market share leader for worldwide communicator
    revenue in 2006; Siemens and Avaya are neck and neck
--  In the IP contact center market, Avaya leads by far for worldwide
    revenue, followed by Cisco, Alcatel-Lucent, and Nortel

Infonetics' report provides analysis of the UC and IPCC markets, an overview and definition of each market, select vendor market share, and worldwide and regional market size and forecasts through 2010 for unified communications, including unified messaging and communicator, and for IP contact centers (including ACD, IVR, and CTI). Regions include North America, EMEA, Asia Pacific, and CALA.

Download report highlights at For sales, contact Larry Howard, vice president, at or +1 (408) 583-3335.

Infonetics Research ( is an international market research and consulting firm specializing in data networking and telecom. Services include market share and forecasting, end-user survey research, service provider survey research, and service provider capex analysis.

Contact Information

  • Press Contact:
    Matthias Machowinski
    Directing Analyst, Enterprise Voice & Data
    Infonetics Research
    (781) 933-9868
    Email Contact