IBISWorld’s Help Desk & Call Center Software procurement research is intended to help you save time and money in the initial research stages of the buying process. Our data and analysis explain the characteristics, pricing dynamics, supply chain risks and negotiation tactics of Help Desk & Call Center Software to help your company negotiate strategically with suppliers. Our report insights also give your company the credibility to work with internal stakeholders and executives to better manage the sourcing process.
doneBenchmark Price
doneRFP/RFQ/Negotiation Questions
done3 Year Price Forecast
doneSupply Chain Analysis
doneSupplier Intelligence
doneSample Buyer Decision Scorecard

Help Desk & Call Center Software - Recent Price Trend

Prices for help desk and call center software have been growing at an estimated annualized rate of 1.0% in the three years to 2017. Prices have exhibited a low level of volatility, which has benefited buyers because they face less risk of drastic shifts in software price. As a result of stable pricing trends, buyers are able to take their time when making purchasing decisions and accurately...


Help Desk & Call Center Software - Total Cost of Ownership

Total cost of ownership for help desk and call center software is moderate. Buyers must first deal with implementation and configuration costs, which can account for over 100% of the benchmark price for help desk and call center software. This software will require at least a few weeks to customize and integrate, which could result in a loss of business. Even after the software is installed, the...


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About this Report

This report is intended to assist buyers of help desk and call center software. Help desk and call center software manages inbound and outbound calls with customers and is typically used to support sales and customer relation processes. This report focuses on software-as-a-service software, or on-demand help desk and call center software. Software-as-a-product, or on-premise help desk and call center software is not included in this report. This report also excludes customer relationship management software and hardware used in call centers.

Table of Contents

At a Glance

Executive Summary

Price Environment
 Price Fundamentals
  Benchmark Price
  Pricing Model
 Price Drivers
 Input Cost Drivers
 External Demand Drivers
 Recent Price Trend
 Price Forecast

Product Characteristics
 Product Life Cycle
 Total Cost of Ownership
 Product Specialization
 Related Goods
 Subsitute Goods
 Quality Control
Supply Chain & Vendors
 Supply Chain Dynamics
  Supply Chain Risk
  Geographic Locations
 Competitive Environment
  Market Share Concentration
  Vendor Company Types
 Market Profitability
 Switching Cost

Purchasing Process
 Buying Basics
 Buying Lead Time
  Selection Process
  Buying-Decision Scorecard
 Key RFP Elements

Negotiation Questions

Buyer Power Score Components

Jargon & Glossary

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