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Infonetics Research: Unified Communications and IP Contact Center Markets Up 22%

June 24, 2008

Communications market research firm Infonetics Research reports that the unified communications (UC) market, which includes unified messaging and communicator software, jumped 20% sequentially in 2007, following a 19% increase in 2006.

Similarly, the IP contact center (IPCC) market grew 24% in 2007, on the heels of a 26% increase in 2006.

Infonetics’ report, Unified Communications and IP Contact Centers, shows that together, UC and IPCC sales grew 22% to hit $1.05 billion worldwide in 2007, and healthy growth is expected through at least 2011.

“As a key component of unified communications, sales of communicator software clients are taking off. The Nortel/Microsoft alliance drove growth in 2007, and Microsoft captured close to half the communicator market. Market share will likely bounce around in the coming years, as vendors from different backgrounds try to establish themselves as the leader in the nascent UC market and promote their offerings aggressively,” said Matthias Machowinski, Infonetics Research’s directing analyst for enterprise voice and data.

Other highlights from the report:

 --  Sales of the relatively small communicator segment skyrocketed 164%     from 2006 to 2007 --  Microsoft jumped to first place in worldwide communicator revenue     market share in 2007 --  Unified messaging makes up the bulk of the UC market, and is led by     Avaya, with more than 1/3 of the market --  Avaya also leads the IP contact center market by far, with more than     half of worldwide revenue; Cisco is 2nd --  The transition from TDM to IP is causing the IP contact center market     to grow more rapidly than the overall contact center market      

Infonetics’ report tracks add-on applications for IP PBXs that provide communication features in addition to basic IP PBX functionality, including unified communications (unified messaging and communicator), and IP contact centers, including ACD (automatic call distribution), IVR (interactive voice response), and CTI (computer telephony integration). The report provides worldwide market share and regional market size and forecasts for North America, Europe/Middle East/Africa (EMEA), Asia Pacific, and Caribbean/Latin America (CALA).

Companies tracked include 3Com, Aastra, Alcatel-Lucent, Avaya, Cisco, CosmoCom, IBM, Interactive Intelligence, Microsoft, Mitel, NEC, Nortel, Siemens, ShoreTel, Vertical, ZTE, and others.

For report highlights, log in to Infonetics’ online portal from www.infonetics.com (see Enterprise Voice). For sales, contact Larry Howard, vice president, at larry@infonetics.com or +1 (408) 583-3335.

Infonetics Research (www.infonetics.com) is an international communications market research firm. Tracking emerging markets since 1990, Infonetics covers a broad range of service provider, product manufacturer, and enterprise and SMB markets, including network security, enterprise routers and switches, unified communications, broadband networks, IPTV, IP video, mobile TV, optical networks, metro Ethernet, carrier routing and switching, wireless, FMC, VoIP, IMS, policy management, carrier capex and opex, and more. Services include quarterly market share and forecasting, end-user survey research, service provider survey research, service provider capex analysis, custom research, and consulting.

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

SOURCE: Infonetics Research