Helpdesk & Call Center Software Procurement Category Market Research Report Now Available from IBISWorld

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Demand drivers for helpdesk and call center software have been slack, leading to steady prices in the three years to 2013; due to increased demand from an improving economy, price growth is expected to accelerate in the three years to 2016. To help procurement professionals make better buying decisions faster, business intelligence firm IBISWorld has added a report on the procurement of Helpdesk & Call Center Software to its growing collection of procurement category market research reports.

IBISWorld industry market research
Due to increased demand from an improving economy, price growth is expected to accelerate in the three years to.

Buyers of helpdesk and call center software have a power score of 3.7 out of 5.0. This score reflects favorable pricing trends and low market risks. However, an unfavorable market structure reduces buyer power. Pricing trends have been very favorable for buyers, as prices have remained fairly stable in the three years to 2013. Although demand has increased steadily for helpdesk and call center software, several factors are moderating price increases. Helpdesk and call center software is still in the early stage of its product life cycle. As a result, providers are keeping prices low to encourage adoption by buyers, says IBISWorld analyst Andrew Yang. In addition, fees for helpdesk and call center software are paid on a recurring basis, and providers are willing to make concessions on price to establish long-term relationships. Price growth will accelerate in the three years to 2016 but will still remain fairly stable overall. Stable prices are beneficial for buyers because they allow buyers to better predict and manage budgets.

Buyers also benefit from very low market risks. Although profit margins are fairly low for providers, continues Yang, bankruptcy risks are also low, as evidenced by high z-scores, which are a measure of financial stability. In addition, price drivers have very low volatility. This factor indicates that buyers face very little risk in terms of severe price fluctuations. Buyers should expect to form long-term relationships with helpdesk and call center software providers that are stable and dependable. Major market suppliers include Salesforce, Genesys Telecommunications Laboratories Inc. and Echopass.

Nevertheless, an unfavorable market structure presents buyers with a high risk of getting locked in with providers. There are very few substitutes for helpdesk and call center software and switching costs are fairly high. As such, buyers should take their time in evaluating their providers to ensure that the software provides all the desired features and functionality. For more information, visit IBISWorld’s Helpdesk & Call Center Software procurement category market research report page.

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IBISWorld Procurement Report Key Topics

This report is intended to assist buyers of helpdesk and call center software. Helpdesk and call center software manages inbound and outbound calls with customers and is typically used to support sales and customer support processes. This report focuses on software-as-a-service (SaaS), or "on-demand" helpdesk and call center software, rather than software-as-a-product (SaaP), or "on-premise" helpdesk and call center software. This report excludes customer relationship management software as well as hardware used in call centers.

Executive Summary
Pricing Environment
Price Fundamentals
Benchmark Price
Pricing Model
Price Drivers
Recent Price Trend
Price Forecast
Product Characteristics
Product Life Cycle
Total Cost of Ownership
Product Specialization
Substitute Goods
Quality Control
Supply Chain & Vendors
Supply Chain Dynamics
Supply Chain Risk
Competitive Environment
Market Share Concentration
Vendor Financial Benchmarks
Switching Costs
Purchasing Process
Buying Basics
Buying Lead Time
Selection Process
Key RFP Elements
Negotiation Questions
Buyer Power Factors
Key Statistics

About IBISWorld Inc.
IBISWorld is one of the world's leading publishers of business intelligence, specializing in Industry research and Procurement research. Since 1971, IBISWorld has provided thoroughly researched, accurate and current business information. With an extensive online portfolio, valued for its depth and scope, IBISWorld’s procurement research reports equip clients with the insight necessary to make better purchasing decisions, faster. Headquartered in Los Angeles, IBISWorld Procurement serves a range of business, professional service and government organizations through more than 10 locations worldwide. For more information, visit or call 1-800-330-3772.

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Gavin Smith
IBISWorld Inc.
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