2. 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.
Abstract
3. Percentage of First-Time Buyers
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.
54%
46% First-Time Buyers
Replacing Software
4. Deployment Method Preferences
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.
40%
58%
2%
On-Premise
Web-Based
No Preference
5. Buyers’ Integration Requirements
Seventy-one percent of buyers requested best-of-breed software solutions,
followed by 16 percent requesting an integrated suite solution.
13%
16%
71%
Best-of-Breed
Integrated Suite
No Preference
6. Call Recording
CTI
Call Routing
IVR
Load Balancing
Agent Monitoring
0% 25% 50%
Most Requested features
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. Increase Efficiency
Improve Organization
Modernize Processes
Call Tracking
0 30 60 90 120 150
Reasons for Purchasing Software
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
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.
39%
29%
32%
Inbound
Outbound
Both
9. Prospective Buyers by Industry
The largest segment of prospective buyers were medical call centers (11 percent),
closely followed by consulting (9 percent) and Software/IT (9 percent).
50%
6%
7%
8%
9%
9%
11%
Medical
Consulting
Software/IT
Insurance
Telecom
Retail
Other Industries
10. Buyer Size by Annual Revenue
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.
9%
6%
6%
15%
26%
38%
< $1 Million
$1-5 Million
$6-25 Million
$26-50 Million
$51-100 Million
> $100 Million
11. Number of Users
Over half of all companies we interacted with were seeking call center software
for 10 or fewer users.
15%
13%
14%
16%
16%
20%
7%
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
12. Read the full report
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13. Software Advice is a trusted resource for software buyers. The company's website,
www.softwareadvice.com, 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.
@SoftwareAdvice /company/software-advice
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