T3i Group Report Says First-Half 2008 Global Contact Center Agent Shipment Growth Picked Up Speed

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Avaya continued to lead the market in total shipments and in revenue. The company led in all regions except Canada, where Cisco took the Number One position from Nortel.

New contact-center research from T3i Group LLC shows global shipments of ACD agent positions during the first six months of 2008 totaled 1.5 million, compared with 1.4 million during the first half of 2007 for 6-percent growth year over year. While modest, this was considerably better than the .07-percent growth in the prior comparable period (first-half 2006 compared with first-half 2007). Total manufacturer revenues during first-half 2008 were $1.30 billion versus $1.24 billion in first-half 2007 (4.8-percent growth).

Avaya continued to lead the market in total shipments (34.8 percent) and in revenue (35.2 percent). The company led in all regions except Canada, where Cisco took the Number One position from Nortel.

According to T3i Group's "InfoTrack for Converged Applications 1H08 Global Contact Center Report," shipments of Internet Protocol (IP) agents in the first half of 2008 totaled 1.03 million compared with 980,000 a year earlier, a 5.4-percent growth spurt. However, IP's overall share of shipments remained flat at 69.2 percent in the first half of 2008, compared with 69.5 percent in the first half of 2007.

The biggest gainers during the first six months of 2008 on a global basis were Genesys, with triple-digit growth; and Cisco, up more than 70 percent compared with first-half 2007. The biggest global decliners were Nortel, NEC/Philips, Mitel/Inter-Tel and Siemens - all showing losses of 30 percent or more.

"Only three manufacturers in our tracking universe had positive growth globally in the first half of 2008 compared with the first six months of 2007 -- Genesys, Cisco and Interactive Intelligence," commented Ken Dolsky, Senior Program Director for the InfoTrack for Converged Applications (ICA) program at T3i Group. He added, "An increasing portion of customer contact center budgets are going toward lower-cost, self-service applications, reducing the amount left to spend on new agent positions."

On a regional basis, the study reported APAC and CALA showed tremendous growth, up 50 percent and 14 percent, respectively. EMEA was just about flat but with positive growth, while the United States and Canada both were down, 6 percent and 5 percent, respectively. As a result, the United States lost three market-share points, while APAC gained five.

For more information about this report or about the ICA program, contact Dennis Kelly (dkelly (at) t3igroup (dot) com, 973/602-0180) or Bonnie Fairbrother (bfairbrother (at) t3igroup (dot) com, 973/602-0181).

About the InfoTrack for Converged Applications (ICA) Program:
InfoTrack for Converged Applications is an ongoing market and competitive intelligence program focused on telephony-related applications which are quickly evolving based on IP (converged) technologies. These applications are recognized by manufacturers, resellers and end-customers as important tools to improve employee productivity and increase external customer satisfaction, thus adding value to an IP-based telecommunications infrastructure. ICA databases and models are used to track, analyze and forecast application endpoint and system shipments, installed base, market shares, manufacturer revenues and industry trends. For more information about the ICA program, please visit http://www.telecomweb.com/marketresearch/convergedapps/.

About T3i Group LLC:
T3i Group LLC provides market research, data, analysis, and consulting and advisory services to the telecommunications industry. It has clients in 46 countries and conducts its business through four operating units: InfoTech, which publishes reports that analyze shipment, revenue, market share and other pertinent data of importance to telecommunications equipment manufacturers; TelecomTactics, which maintains a database of the features and functionality of major telephony systems; Tarifica, which maintains a database of pricing-related information covering 400 telecommunications carriers operating in 130 countries; and TelecomWeb (http://www.telecomweb.com), which is a content provider with an editorial staff who author and post telecommunications-industry news stories every business day. The site also serves as T3i Group's primary delivery mechanism for distributing its reports, analyses and data to subscribers.

T3i Group LLC is headquartered in Parsippany, N.J.; with additional offices in New York City; London, England; and Cherry Hill, N.J.

Press Contact: Debra Baker, 301/905-7703


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