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2014 - 2015 Cloud-Based Contact Center Infrastructure Market Report

The seventh edition of DMG Consulting's Cloud-Based Contact Center Infrastructure Market Report provides an in-depth analysis of all aspects of this dynamic and highly competitive IT sector. Renowned worldwide as the foremost analysis of this market, the 537-page Cloud-Based Contact Center Infrastructure Market Report gives contact center and IT managers the vendor, product, functional, technical, operational and pricing information they require to determine if they should acquire a cloud-based solution and, if so, which one is the best fit. This Report also provides insights into worldwide adoption, market trends and challenges, analyzes market activity, reviews customer satisfaction with vendors, and offers implementation best practices to help users realize the greatest continuing return on their cloud investments.

The contact center infrastructure market has been around for a long time and includes many mature IT sectors that address the mission-critical needs of contact centers. Never before have we witnessed an all-out rebirth of an entire industry due solely to a new delivery model. This is what the cloud has done for the contact center. No longer is robust, flexible, innovative technology only for those with deep pockets and large operations. The cloud has literally changed the way companies interact with their customers, simply by making world-class technology accessible to any company regardless of size, location, budget or IT expertise. The cloud's innate flexibility, scalability, ease of use and cost-savings potential are really just the beginning - and vendors and users alike agree. DMG estimates there are nearly 150 cloud-based contact center infrastructure vendors vying for users' dollars, validating the cloud trend and making this a vibrant and extremely competitive market. Never before has there been such fervent entry into a market by existing and new vendors alike. The best part of this story is that all of this activity results in vendors racing to build differentiated solutions that deliver real value, giving buyers unprecedented choice and leverage in negotiating purchases.

From a small user base of just 269,000 in 2008, the cloud-based contact center infrastructure market has picked up momentum year after year. Seats grew by 12.8% in 2013. While that rate is down significantly from the 32.5% jump in 2012, there is so much more to the big picture. DMG has never seen this market in a stronger position, or vendors executing more effectively. The slower adoption rate is a positive sign of market maturity - of vendors actually being able to track and delineate sales of these solutions more accurately than ever before - rather than a market slowdown.

Now, a decade and a half after the debut of cloud-based contact center solutions, end users have become comfortable with leveraging them in critical service organizations. Many prefer these solutions to traditional on-premise alternatives, due to the obvious financial benefits and flexibility, and the fact that regular upgrades and ongoing innovation are available without geographical restrictions or any additional burden on internal IT resources. No longer having to worry about the operational and IT details of the technology they use, companies are better able to focus on differentiating their customer experience and reducing customer effort, which is what drives long-term success.

Large contact center infrastructure vendors and emerging stand-alone solution providers alike are bringing innovative, reliable, robust cloud-based contact center infrastructure solutions to market. There are many marketing messages to sift through, and numerous options for users to adopt cloud solutions as they look to replace outdated technology or add new functionality to their contact centers and back-office environments. As a result, DMG advises prospective buyers to conduct thorough due diligence when evaluating cloud-based contact center infrastructure solutions. To aid in this process, DMG conducts an independent survey to measure end-user satisfaction with cloud-based contact center infrastructure vendors and their products, service, support, professional services, training and innovation. This study evaluates the performance of the eight leading and contending vendors analyzed in detail in the 2014-2015 Cloud-Based Contact Center Infrastructure Market Report. This year, the majority (61.5%) of satisfaction scores for all vendors in the 12 major categories surveyed - product, implementation, system availability/uptime, professional services, training, ongoing service and support, system upgrades, product innovation, responsiveness to product enhancement requests, communication, product pricing, and the customer's overall satisfaction level with the vendor/solution - fell into the highly satisfied range (4.0 to 4.66). 31.2% of the average ratings were in the satisfied range (3.0 to 3.95); 5.2% were in the somewhat satisfied range; and 2.1% were completely satisfied. The full results of the customer satisfaction study are available in the Report, and are helpful for prospects who are trying to differentiate the vendors and their offerings.

DMG expects adoption of cloud-based contact center infrastructure solutions to continue, and predicts that the number of cloud-based seats will grow by 20% in 2014 and 2015, 18% in 2016 and 2017, and 16% in 2018. Although the percentages are expected to decrease, the number of new contact center infrastructure seats is expected to grow every year during this time period. Users should be aware that market consolidation is likely and will occur over the next several years, as there are too many vendors competing to meet the current market demand.

The 2014 - 2015 Cloud-Based Contact Center Infrastructure Market Report covers 12 vendors in total. Eight are covered at an in-depth level - 3CLogic, 8x8, Connect First, Five9, inContact, Interactive Intelligence, LiveOps and NewVoiceMedia. Content Guru, Enghouse, NexxPhase and VoltDelta are covered at a higher level. The Report also includes a comprehensive Vendor Directory that lists hundreds of vendors who provide a variety of cloud-based contact center systems and applications.

Key Reasons to Buy This Report

  • Overview of cloud-based/hosted contact center infrastructure technology, architecture and applications in the marketplace today
  • Review of the underlying technology that is being used to build cloud-based contact center solutions
  • Analysis of the market trends and challenges that are driving technical and functional innovation, usability and market adoption
  • Summary of the new features that have recently come to market, and a preview of the emerging functionality and innovation that is planned for the next 12 to 18 months
  • Analysis of the cloud-based contact center infrastructure competitive landscape
  • Benefits and return on investment (ROI) from using cloud-based contact center infrastructure solutions
  • Discussion of the multi-channel/omni-channel contact center imperative, with tactical and practical guidance and best practices
  • Review of the critical role of automatic call distributor (ACD) and customer relationship management (CRM) systems in contact centers, and how to leverage the synergies of these solutions to drive intelligent and personalized customer interactions
  • Exploration of how today's generation of interactive voice response (IVR) solutions is driving a better user experience
  • Discussion of the increasing importance of outbound activities, and analysis of the outbound capabilities of leading and contending cloud-based contact center infrastructure solutions
  • Thought-provoking presentation of how analytics-empowered solutions enhance the multi-channel customer journey and how they will shape the contact center of the future
  • A look at how cloud-based contact center infrastructure solutions are opening up a wide range of possibilities and options for small and mid-sized organizations that do not have big budgets for technology or the staff to support it
  • Cloud-based contact center infrastructure market share analysis, adoption rate, and projections through 2018
  • Updated leadership criteria for the cloud-based contact center infrastructure competitors
  • Company, financial, strategy and product overviews of the 12 leading and contending vendors
  • In-depth review and side-by-side comparative analyses of the key functional and technical capabilities of the 8 leading and contending speech analytics solutions
  • Best practices for implementing and managing a cloud-based contact center solution
  • Comprehensive vendor satisfaction analysis that provides deep insights into all aspects of the products and vendor/customer relationships
  • Detailed pricing analysis for leading and contending vendors
  • Detailed company reports for 12 leading and contending cloud-based contact center infrastructure providers, analyzing their products, functionality and future product development plans
  • Cloud-Based Contact Center Infrastructure Vendor Directory

Report Highlights:

  • There has never been a better time to consider the cloud: The cloud-based contact center infrastructure market is more active than ever, with nearly 150 vendors competing for user attention. The intense competition is driving innovation, and is presenting buyers with far more choices and the opportunity to structure very favorable deals when acquiring this technology.
  • Although seat growth appears to have slowed, the big picture tells another story of a maturing market (finally) : The cloud-based contact center infrastructure market has grown rapidly during the past few years. Seats grew by just 12.8% in 2013 (down from 32.5% in 2012), but the real story is exciting. This market has never been stronger, solutions are becoming mainstream, and vendors are consistently executing their plans. The drop in adoption actually signifies market maturity, ushering in a time where vendors can track and delineate sales of these solutions more accurately and with increased focus and transparency, due to their growing importance to the market and the companies that use them.
  • Due diligence is key for users in the buying process: Buyers have unprecedented choice, with the option to acquire cloud-based solutions from large, established contact center infrastructure players, carriers or newer and more flexible vendors. The key to making the best choice is to conduct thorough due diligence - dissecting vendor messaging and promises; carefully checking and testing the functionality by examining DMG's Report and requesting demonstrations and possibly conducting a pilot; checking vendor satisfaction ratings; and then obtaining references from other users. The customer satisfaction survey portion of this Report is designed to aid users in this process.
  • Continued growth is certain: DMG predicts cloud-based contact center seats will grow by 20% in 2014 and 2015, 18% in 2016, and 2017 and 16% in 2018. Although the percentages are expected to decrease, the number of new contact center infrastructure seats is expected to grow every year. (DMG's estimates are almost always conservative, and there are many factors that could drive this IT sector to grow much more rapidly.)

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Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

  • 3.1 Report Participation Criteria

4. Vendor Service Delivery Models

  • 4.1 DMG Service Delivery Definitions
  • 4.2 Vendor Service Delivery Options

5. Cloud-based Contact Center Infrastructure Overview

  • 5.1 Core Cloud-Based Contact Center Functionality
  • 5.2 Cloud-Based Contact Center Infrastructure Underlying Technology
  • 5.3 Cloud-Based Contact Center Infrastructure Architecture
    • 5.3.1 100% Cloud-Based Contact Center Infrastructure Environment with On-Premise PBX
    • 5.3.2 Hybrid Cloud-Based Contact Center Infrastructure Environment
    • 5.3.3 100% Cloud-Based Contact Center Infrastructure Environment with Cloud-Based PBX
    • 5.3.4 Small and Mid-Sized Businesses Cloud-Based Contact Center Infrastructure Environment

6. New Cloud Technologies

  • 6.1 Benefits of New Cloud Technologies

7. 2014 Cloud-Based Contact Center Infrastructure Trends and Challenges

  • 7.1 Cloud-Based Contact Center Infrastructure Trends
  • 7.2 Cloud-Based Contact Center Infrastructure Challenges

8. Contact Center Infrastructure Market Innovation

  • 8.1 New Product Features
  • 8.2 Future Enhancements

9. Cloud-Based Contact Center Infrastructure Competitive Landscape

  • 9.1 Categories of Cloud-Based Contact Center Infrastructure Competitors
  • 9.2 Who will Emerge as Market Leaders
  • 9.3 Cloud-Based Contact Center Infrastructure Vendor Market Overview

10. Benefits and ROI of Cloud-Based Contact Center Infrastructure Solutions

  • 10.1 Benefits
  • 10.2 Return on Investment

11. The Multi-Channel Contact Center

  • 11.1 What is a Multi-Channel Contact Center
  • 11.2 Deciding Which Channels to Support
  • 11.3 The Do's and Don'ts of Multi-Channel Contact Centers
  • 11.4 What Makes a Good Multi-Channel Contact Center Agent
  • 11.5 Millennials in Contact Centers
  • 11.6 Hiring Practices for Multi-Channel Contact Centers
  • 11.7 Vendor Multi-Channel/Blending Capabilities

12. Core Contact Center Applications

  • 12.1 The Critical Role of ACDs and CRM Applications
  • 12.2 Better Together: Using CRM and ACD to Drive Personalized Customer Interactions
  • 12.3 Benefits of ACD/CRM Integrations
  • 12.4 Adaptive and Intelligent Real-Time Routing
  • 12.5 Case Studies: Personalizing Contact Center Interactions with Adaptive and Intelligent Routing

13. Next-Generation IVRs Prompt a Better Customer Experience

  • 13.1 Visual IVR
  • 13.2 Voice Biometrics
  • 13.3 IVR Analytics
  • 13.4 Simplified IVR Development Environments
  • 13.5 Multi-Channel Outbound IVRs

14. Outbound Solutions

  • 14.1 Outbound Dialing Modes
  • 14.2 Cloud-Based Contact Center Infrastructure Vendor Outbound Capabilities

15. Analytics-Empowered Multi-Channel Engagement

  • 15.1 Using Analytics to Enhance the Customer Journey
  • 15.2 Adaptive Intelligent Routing
  • 15.3 Speech Analytics
  • 15.4 Real-Time Speech Analytics
  • 15.5 Text Analytics
  • 15.6 Desktop Analytics
  • 15.7 Voice of the Customer (VoC) Multi-Channel Analytics
  • 15.8 Customer Experience Analytics (CEA)
  • 15.9 Predictive Analytics
  • 15.10 Analytics will Shape the Contact Center of the Future

16. SMBs Turn to the Cloud to Help Them Deliver Outstanding Service

  • 16.1 What Contact Center Applications are Needed by Small Businesses
  • 16.2 Decision Framework: Will your Organization Benefit from a Contact Center
  • 16.3 Vendor SMB Capabilities

17. Cloud-Based Contact Center Infrastructure Market Share Analysis

18. Cloud-Based Contact Center Infrastructure Market Projections

  • 18.1 Considerations Regarding DMG's Projections

19. Adoption of Cloud-Based Contact Center Infrastructure Solutions

20. Cloud-Based Contact Center Infrastructure Leadership Criteria

  • 20.1 Business Leadership Criteria

21. Vendor Snapshots

  • 21.1 High-Level Company and Financial Data
  • 21.2 Vendor Strategy and Positioning
  • 21.3 Vendor Product Offerings
  • 21.4 Packaged Offerings

22. Contact Center Infrastructure Detailed Technology Analysis

  • 22.1 Unified Communications
  • 22.2 Multi-Tenancy
  • 22.3 Session Initiation Protocol
  • 22.4 Security
  • 22.5 Data Center Back-up and Contingency
  • 22.6 Integration Capabilities

23. Contact Center Infrastructure Detailed Functional Analysis

  • 23.1 Automatic Call Distributor
  • 23.2 Interactive Voice Response/Voice Portal
  • 23.3 Computer Telephony Integration
  • 23.4 Customer Relationship Management
  • 23.5 Call Recording
  • 23.6 Quality Management/Quality Assurance
  • 23.7 Performance Management
  • 23.8 Speech Analytics
  • 23.9 Surveying
  • 23.10 Social Media
  • 23.11 Workforce Management
  • 23.12 Supervisory Features
  • 23.13 Desktop Analytics
  • 23.14 Text Analytics

24. Best Practices for Building and Managing Cloud-Based Contact Center Solutions

  • 24.1 New Cloud-Based Contact Center Infrastructure Lifecycle Model
  • 24.2 Building the Project Team
  • 24.3 Implementation Planning
    • 24.3.1 Vendor Implementation Process
    • 24.3.2 Vendor Implementation Best Practices
    • 24.3.3 Professional Services and Training
  • 24.4 Managing the Contact Center on an Ongoing Basis
  • 24.5 Establishing Cloud-Based Service Level Agreements
    • 24.5.1 Vendor SLA Agreements
    • 24.5.2 Vendor Maintenance and Support Services
  • 24.6 Best Practices for Building and Maintaining a Good Relationship with Cloud-Based Contact Center Infrastructure Vendors

25. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis

  • 25.1 Summary of Survey Findings and Analysis
  • 25.2 Detailed Survey Findings and Analysis
  • 25.3 Vendor Satisfaction by Category
  • 25.4 Customer Background and Insights
    • 25.4.1 Customer Background
  • 25.5 Customer Insights
    • 25.5.1 Primary Drivers in the Decision to Utilize Cloud-Based Contact Center Infrastructure
    • 25.5.2 Primary Concerns in the Decision to Utilize Cloud-Based Contact Center Infrastructure
    • 25.5.3 Top 3 - 5 Benefits Gained from Using a Cloud-Based Contact Center Infrastructure Solution
    • 25.5.4 Strengths of Cloud-Based Contact Center Infrastructure Solutions
    • 25.5.5 Challenges of Cloud-Based Contact Center Infrastructure Solutions
    • 25.5.6 Product Enhancements
    • 25.5.7 Additional Comments

26. Pricing

  • 26.1 Pricing Structure
  • 26.2 Vendor Pricing, 50-Seat Implementation
  • 26.3 Vendor Pricing, 250- Seat Implementation

27. Company Reports

  • 27.1 3CLogic
  • 27.2 8x8
  • 27.3 Connect First
  • 27.4 Content Guru
  • 27.5 Enghouse Interactive
  • 27.6 Five9
  • 27.7 inContact
  • 27.8 Interactive Intelligence
  • 27.9 LiveOps
  • 27.10 NewVoiceMedia
  • 27.11 NexxPhase
  • 27.12 VoltDelta

28. Cloud-Based Contact Center Infrastructure and Application Vendor Directory

Table of Figures

  • Figure 1: DMG's Service Delivery Model Definitions
  • Figure 2: Service Delivery Options
  • Figure 3: Cloud-Based Contact Center Solutions
  • Figure 4: 2014 - 2015 Cloud-Based Contact Center Infrastructure Solution Overview
  • Figure 5: 100% Cloud-Based Contact Center Infrastructure Environment with On-Premise PBX
  • Figure 6: Hybrid Cloud-Based Contact Center Infrastructure Environment
  • Figure 7: 100% Cloud-Based Contact Center Infrastructure Environment with Cloud-Based PBX
  • Figure 8: SMB Cloud-Based Contact Center Infrastructure Environment
  • Figure 9: Benefits of Cloud-Based Technologies
  • Figure 10: 2014 - 2015 Cloud-Based Contact Center Infrastructure Trends
  • Figure 11: 2014 - 2015 Cloud-Based Contact Center Infrastructure Challenges
  • Figure 12: New Product Features
  • Figure 13: Future Enhancements
  • Figure 14: Cloud-Based Contact Center Infrastructure Competitive Landscape
  • Figure 15: Benefits of Cloud-Based Contact Center Solutions
  • Figure 16: Benefits of Cloud-Based Contact Center Solutions
  • Figure 17: Multi-Channel Contact Center
  • Figure 18: Management Tips for Multi-Channel Contact Centers
  • Figure 19.1: Multi/Omni-Channel Capabilities
  • Figure 19.2: Multi/Omni-Channel Capabilities
  • Figure 19.3: Multi/Omni-Channel Capabilities
  • Figure 20: Top Three Contact Center Systems
  • Figure 21: Contact Center Technology and Applications
  • Figure 22: Benefits of ACD/CRM Integrations
  • Figure 23: Adaptive & Intelligent Real-Time Routing Defined
  • Figure 24: Customer Service Scenario
  • Figure 25: Sales Scenario
  • Figure 26: Top IVR KPIs
  • Figure 27.1: Outbound Solutions
  • Figure 27.2: Outbound Solutions
  • Figure 27.3: Outbound Solutions
  • Figure 28: The New Business Dynamic
  • Figure 29: Adaptive Intelligent Routing Strategies
  • Figure 30: Speech Analytics
  • Figure 31: Real-Time Speech Analytics
  • Figure 32: Text Analytics
  • Figure 33: Desktop Analytics
  • Figure 34: The New Voice of the Customer Concept
  • Figure 35: Customer Journey Analytics
  • Figure 36: Predictive Analytics
  • Figure 37: The Contact Center of the Future
  • Figure 38: Top Cloud-Based Contact Center Infrastructure Solution Capabilities for Small and Mid-Sized Companies
  • Figure 39: Contact Center Decision Framework
  • Figure 40.1: Small/Mid-Sized Business (SMB) Offering
  • Figure 40.2: Small/Mid-Sized Business (SMB) Offering
  • Figure 41: Cloud-Based Contact Center Infrastructure Market Activity, as of August 2014
  • Figure 42: Cloud-Based Contact Center Infrastructure Market Share, by Seats, as of August 2014
  • Figure 43: 2013 Cloud-Based Contact Center Infrastructure Market Share, by Number of Customers
  • Figure 44: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2013 vs. 2012 Comparison
  • Figure 45: Cloud-Based Contact Center Infrastructure Seats by Vendor, 2013 vs. 2012 Comparison
  • Figure 46: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2013 vs. 2012 Comparison
  • Figure 47: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2013 vs. 2012 Comparison
  • Figure 48: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2008 - 2013
  • Figure 49: Cloud-Based Contact Center Infrastructure Seat Trend Analysis Graph, 2008 - 2013
  • Figure 50: Cloud-Based Contact Center Infrastructure Seats and Growth Rates, 2008 - 2013
  • Figure 51: Cloud-Based Contact Center Infrastructure Seats and Growth Rates
  • Figure 52: Cloud-Based Contact Center Infrastructure Seats, Projections and Adoption Rate, 2014 - 2018
  • Figure 53: Cloud-Based Contact Center Infrastructure: Actual and Projected Adoption Rates, 2008 - 2018
  • Figure 54: Leadership: Business
  • Figure 55: Leadership: Solution
  • Figure 56: Leadership: Platform
  • Figure 57: Leadership: People
  • Figure 58.1: Company Information
  • Figure 58.2: Company Information
  • Figure 58.3: Company Information
  • Figure 59: Company Strategy
  • Figure 60: Product Information
  • Figure 61.1: Packaged Solutions
  • Figure 61.2: Packaged Solutions
  • Figure 62.1: High-Level Technical Analysis
  • Figure 62.2: High-Level Technical Analysis
  • Figure 62.3: High-Level Technical Analysis
  • Figure 63.1: Unified Communications
  • Figure 63.2: Unified Communications
  • Figure 64.1: Multi-Tenancy
  • Figure 64.2: Multi-Tenancy
  • Figure 65.1: SIP
  • Figure 65.2: SIP
  • Figure 66.1: Security
  • Figure 66.2: Security
  • Figure 66.3: Security
  • Figure 67.1: Data Center, Back-up, Disaster Recovery and Contingency
  • Figure 67.2: Data Center, Back-up, Disaster Recovery and Contingency
  • Figure 68.1: Integration Capabilities
  • Figure 68.2: Integration Capabilities
  • Figure 69.1: High-Level Functional Analysis
  • Figure 69.2: High-Level Functional Analysis
  • Figure 70.1: Automatic Call Distributor (ACD)
  • Figure 70.2: Automatic Call Distributor (ACD)
  • Figure 70.3: Automatic Call Distributor (ACD)
  • Figure 71.1: Interactive Voice Response (IVR)/Voice Portal
  • Figure 71.2: Interactive Voice Response (IVR)/Voice Portal
  • Figure 71.3: Interactive Voice Response (IVR)/Voice Portal
  • Figure 72.1: Computer Telephony Integration (CTI)
  • Figure 72.2: Computer Telephony Integration (CTI)
  • Figure 73.1: Customer Relationship Management (CRM) Software
  • Figure 73.2: Customer Relationship Management (CRM) Software
  • Figure 73.3: Customer Relationship Management (CRM) Software
  • Figure 74.1: Call Recording
  • Figure 74.2: Call Recording
  • Figure 75.1: Quality Assurance (QA)/Management (QM)
  • Figure 75.2: Quality Assurance (QA)/Management (QM)
  • Figure 76: Contact Center Performance Management Process
  • Figure 77: Three Modes of Contact Center Performance Management
  • Figure 78.1: Performance Management
  • Figure 78.2: Performance Management
  • Figure 79.1: Speech Analytics
  • Figure 79.2: Speech Analytics
  • Figure 80.1: Surveying/Voice of the Customer (VOC)
  • Figure 80.2: Surveying/Voice of the Customer (VOC)
  • Figure 81: Social Customer Care Servicing Applications
  • Figure 82.1: Social Media
  • Figure 82.2: Social Media
  • Figure 83.1: Workforce Management (WFM)
  • Figure 83.2: Workforce Management (WFM)
  • Figure 84.1: Supervisory Features
  • Figure 84.2: Supervisory Features
  • Figure 84.3: Supervisory Features
  • Figure 85.1: Desktop Analytics (DA)
  • Figure 85.2: Desktop Analytics (DA)
  • Figure 86.1: Text Analytics (TA)
  • Figure 86.2: Text Analytics (TA)
  • Figure 87: Cloud-Based Contact Center Infrastructure Lifecycle
  • Figure 88.1: Vendor Implementation Process
  • Figure 88.2: Vendor Implementation Process
  • Figure 89.1: Implementation Best Practices
  • Figure 89.2: Implementation Best Practices
  • Figure 90.1: Professional Services and Training
  • Figure 90.2: Professional Services and Training
  • Figure 91: KPIs for Cloud-Based Contact Center Solutions
  • Figure 92.1: Service Level Agreements (SLAs)
  • Figure 92.2: Service Level Agreements (SLAs)
  • Figure 93.1: Maintenance and Ongoing Support
  • Figure 93.2: Maintenance and Ongoing Support
  • Figure 94: Customer Survey Rating Categories
  • Figure 95: Average Satisfaction Ratings, by Category
  • Figure 96: Product Satisfaction Ratings by Category
  • Figure 97: Ease of Use/Configuration/Maintenance Satisfaction Ratings, by Customer
  • Figure 98: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 99: Inbound ACD Features and Functionality Satisfaction Ratings, by Customer
  • Figure 100: Routing and Queuing Satisfaction Ratings, by Customer
  • Figure 101: Agent Interface Satisfaction Ratings, by Customer
  • Figure 102: Supervisor Interface Satisfaction Ratings, by Customer
  • Figure 103: Administration Environment Satisfaction Ratings, by Customer
  • Figure 104: Overall Product Features and Functionality Satisfaction Ratings, by Customer
  • Figure 105: Interactive Voice Response System Satisfaction Ratings, by Customer
  • Figure 106: Outbound Features and Functionality Satisfaction Ratings, by Customer
  • Figure 107: Blended (Inbound/Outbound) Capabilities Satisfaction Ratings by Customer
  • Figure 108: Compliance Features Satisfaction Ratings, by Customer
  • Figure 109: Multi-Channel Capabilities Satisfaction Ratings, by Customer
  • Figure 110: Scripting Capabilities Satisfaction Ratings, by Customer
  • Figure 111: Dashboards Satisfaction Ratings, by Customer
  • Figure 112: Real-Time Reporting Satisfaction Ratings, by Customer
  • Figure 113: Historical Reporting Satisfaction Ratings, by Customer
  • Figure 114: Design Environment Satisfaction Ratings, by Customer
  • Figure 115: System Flexibility Satisfaction Ratings, by Customer
  • Figure 116: System Security Satisfaction Ratings, by Customer
  • Figure 117: System Scalability Satisfaction Ratings, by Customer
  • Figure 118: Platform Reliability and Dependability Satisfaction Ratings, by Customer
  • Figure 119: Business Continuity/Disaster Recovery Capabilities Satisfaction Ratings, by Customer
  • Figure 120: Implementation Satisfaction Ratings, by Customer
  • Figure 121: System Availability and Uptime Satisfaction Ratings, by Customer
  • Figure 122: Professional Services Satisfaction Ratings, by Customer
  • Figure 123: Training/Workshops Satisfaction Ratings, by Customer
  • Figure 124: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 125: System Upgrade Satisfaction Ratings, by Customer
  • Figure 126: Product Innovation Satisfaction Ratings, by Customer
  • Figure 127: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 128: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 129: Product Pricing Satisfaction Ratings, by Customer
  • Figure 130: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 131: What contact center applications are you using from your cloud-based contact center infrastructure vendor
  • Figure 132: What contact center activities do you use your cloud-based contact center infrastructure to support
  • Figure 133: What channels do you use your cloud-based contact center infrastructure to support
  • Figure 134: What were the top 3 - 5 primary drivers in the decision to purchase a cloud-based contact center infrastructure solution
  • Figure 135: What were the 3-5 biggest concerns you had to overcome in choosing a cloud-based contact center infrastructure solution
  • Figure 136: What were the top 3 - 5 benefits gained from using a cloud-based contact center infrastructure solution
  • Figure 137: Please tell us the top 3 - 5 strengths of your cloud-based contact center infrastructure solution.
  • Figure 138: Please tell us the top 3 - 5 challenges of your cloud-based contact center infrastructure solution.
  • Figure 139: Please list the product enhancements you would like to see.
  • Figure 140: Additional comments about your experience with the vendor and/or product
  • Figure 141.1: Pricing Structure
  • Figure 141.2: Pricing Structure
  • Figure 142: 50-Seat Cloud-Based Contact Center Infrastructure Price Ranges, 2011 - 2014 Comparison
  • Figure 143.1: Pricing - 50-Seat System
  • Figure 143.2: Pricing - 50-Seat System
  • Figure 144: 250-Seat Cloud-Based Contact Center Infrastructure Price Ranges, 2011 - 2014 Comparison
  • Figure 145.1: Pricing - 250-Seat System
  • Figure 145.2: Pricing - 250-Seat System
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Pricing