This IDC study, which is a translation of the Japanese report IDC #J8240104, presents an analysis of the IP contact center (IPCC) system market in 2007 as well as forecasts from 2008 to 2012. Under IDC's definition, the IPCC system market includes the availability of IP communication with customers, IP-based systems including that of operators' client terminals, and the availability of unified messaging functions. The IPCC market is also categorized into the platform, application, and services market segments.

"To maintain high growth in the IPCC system market, vendors and sales channels should implement thin-client support as a security measure on operators' IP terminals, implement IP video multichannel (multimedia) systems through next-generation network (NGN), and turn their IPCCs into profit centers," analyzes Takashi Manabe, research manager, Communications, IDC Japan.