DMG Consulting's fifth edition of its Cloud-Based Contact Center
Infrastructure Market Report provides an in-depth analysis of all aspects of
this booming and highly competitive IT sector. The 433-page report gives
contact center and IT managers the comprehensive vendor, product, functional,
technical and pricing information they require to determine if a cloud-based
solution is right for their organization and, if so, which one. This Report
also provides insights into 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 technology investments.
We've been talking about the Great Recession for four years now, mostly
focused on doom and gloom. One positive thing that came out of the Great
Recession was that the cloud finally became a reality for contact center
solutions. Economic instability helped make cloud-based contact center
infrastructure solutions extremely appealing. In the last two years, the Great
Recession kicked cloud-based implementations into high gear, with growth
reaching unprecedented numbers across industries, geographies, and companies
of all sizes.
Faced with the uncertainties of the recession, companies that needed contact
center infrastructure but did not want to make large capital expenditures
tiptoed their way into the cloud as a short-term solution. They soon realized
that the cloud-based business model had more benefits than challenges. The
initial skepticism that held companies back from trying something other than a
premise-based solution has morphed into an entire generation of contact center
and IT leaders embracing this acquisition model and regarding it as a key
enabler for their future.
The staggering statistics best illustrate the story. In 2008, the adoption
rate of cloud-based contact center infrastructure solutions was only 2.2%. In
just three years, that rate has nearly tripled to 5.9%. After a decade of
creeping forward seat by seat, this market suddenly grew by 26.4%, from
268,794 seats in 2008 to 339,850 seats at the end of 2009. It picked up more
momentum in 2010 when it grew by 42.4%, and exploded in 2011, growing by 80.2%.
This rapid adoption has and will continue to drive and speed the pace of
innovation. As more established and larger contact centers look to move their
infrastructure to the cloud, they are demanding the functionality,
reliability, and ease of use they've become accustomed to with their
premise-based solutions. Cloud-based vendors are being forced to achieve
parity in many areas. Unlike their premise-based competitors, these vendors
use agile development cycles that enable them to bring enhancements and new
capabilities to market quickly.
As was the case in 2011, much of the innovation in the contact center
infrastructure market now comes from cloud-based vendors. They continue to
invest in research and development (R&D), and many are introducing
functionality that truly sets them apart. Some vendors are adding workflow
engines to attract back-office users. Others are focusing on pre-arrival
routing options to enable their customers to realize the true benefits of
cloud-based technology. As the solutions mature, cloud-based vendors are
offering more out-of-the-box third-party integrations with other contact
center applications such as customer relationship management (CRM), quality
assurance (QA), and workforce management (WFM). DMG expects to see additional
innovation in the areas of routing and integration capabilities over the next
couple of years.
While cloud-based contact center infrastructure solutions are not yet the
answer for every department, contact center, or enterprise, they have altered
the competitive landscape for the better. Today, end users have more vendor
and solution choices than ever before, giving them unprecedented leverage to
negotiate a favorable deal. DMG advises buyers to be aware that there are
significant differences among available solutions. When seeking a cloud-based
provider, end users must establish clear, specific business requirements,
follow best practices for selecting applications, and invest the time and
resources necessary to craft contracts that include vendor management programs
and service level agreements to protect them for the short and long terms.
To aid users in their research and evaluation process, DMG conducted an
independent survey to measure end-user satisfaction with cloud-based contact
center vendors and their products, service, support, professional services,
training and innovation. This study evaluates the performance of the six
vendors analyzed in detail in the 2012 Cloud-Based Contact Center
Infrastructure Market Report. A majority (51.6%) of satisfaction ratings
across all vendors for the ten major categories surveyed fell into the
satisfied range (3.0 to 3.7 out of 5.0). 38.3% of the average ratings fell
into the highly satisfied range (4.0 to 4.7), and 10% of the ratings fell into
the somewhat satisfied range (2.0 to 2.7). What this means is that end users
are generally very satisfied with their cloud-based solutions, even though
there is still room for improvement.
The last few years have shown that while cloud-based contact center
infrastructure solutions sell well when budgets are tight, there is
uncertainty about a company's performance, and capital spending is limited.
However, DMG expects these solutions to continue to gain ground once the
economy completely recovers, now that they are recognized as technically and
functionally viable alternatives to premise-based solutions. DMG projects that
the cloud-based contact center infrastructure market will grow by 45%, 40%,
40% and 35%, each year, respectively between 2012 and 2015. DMG estimates that
a minimum of 18.1% of all contact center seats will be in the cloud by the end
of 2015. And it's likely that these numbers are conservative, as more
companies are buying into the benefits of having vendors maintain the hardware
and software, freeing them to concentrate on managing their business. This is
the fastest-growing sector of the contact center market, and cloud-based
solutions will account for an increasing percentage of new purchases for the
foreseeable future.
The 2012 Cloud-Based Contact Center Infrastructure Market Report is the most
comprehensive, fact-based and timely analysis of this explosive technology
sector. It covers 13 vendors in total, six at an in-depth level, including 8x8
(Contactual), Echopass, Five9, inContact, Interactive Intelligence and
NewVoiceMedia. Seven others are covered at a slightly higher level, including
Cisco, Connect First, Enghouse, Magnetic North, NexxPhase, VoltDelta and West.
The inclusion of contenders along with the market-leading vendors gives
readers a deep appreciation of the range of cloud-based contact center
infrastructure offerings.
Key Reasons to Buy This Report
Overview of cloud-based/hosted contact center infrastructure technology
and applications and the changing competitive landscape
Review of the state of the market and vendors, market share analysis,
adoption rate, and projections through 2015
Analysis of the market trends that are attracting interest and driving
innovation, and the challenges that are presenting opportunities for the
hosted/cloud-based contact center infrastructure vendors
Insights into the new and emerging functionality and innovation that has
recently been introduced into the market, or is planned for the next 12 to 18
months
A balanced, impartial discussion of the pros and cons of cloud-based
contact center infrastructure solutions, including a checklist of
considerations to help determine if these solutions are right for your
organization
Vendor selection guide, including a comprehensive roadmap to help end
users choose and acquire the right solution from the right vendor at the right
price
Straightforward advice on contracts, vendor management best practices, and
service level agreements
Detailed pricing analysis by vendor and typical price ranges for the
market, as well as return on investment (ROI) data
Comprehensive vendor satisfaction analysis addressing 14 aspects of each
vendor's products, implementations, service, training, professional services,
innovation and pricing
An examination of the most common cloud-based contact center
infrastructure topologies, including schematics that display how each model
addresses data center redundancy, carriers and applications and services
In-depth side-by-side comparison of the technical and functional
components of available solutions
A detailed analysis of the best practices required for a successful
cloud-based contact center infrastructure implementation
Detailed company reports for 13 leading and contending providers,
including company, financial, strategy and product overviews, as well as a
preview of their future product direction
Cloud-Based Contact Center Infrastructure Vendor Directory
Report Highlights
The Great Recession paved the way for the cloud to take center
stage: Companies that needed contact center infrastructure but did not
want to make large capital expenditures hesitantly tried out cloud-based
solutions. They soon realized that the benefits far outweighed the risks. Now,
companies of all sizes, across industries and geographies, are embracing the
cloud model and see it as key to executing on their vision for the future.
Growth has been staggering for the last two years, despite the economic
slowdown: In 2008, the adoption rate of cloud-based contact center
infrastructure solutions was only 2.2%. That rate nearly tripled to 5.9% in
just three years. The market grew by 224.3%, from 268,794 seats in 2008 to
871,717 seats, as of the end of June 2012.
Demand is driving innovation and functional parity with premise-based
solutions: As more established companies look to move their contact
centers to the cloud, vendors are being forced to improve their solutions to
achieve parity with their premise-based counterparts. Their flexibility and
agile development cycles are making this possible, and then some. They are
coming up to speed quickly and also introducing new functionality like
workflow engines, enhanced routing solutions, and more out-of-the-box
third-party integrations with other contact center and enterprise applications.
End users are in control, but should undertake a thorough selection
process: With a vast array of vendor and solution choices, end users have
unprecedented choice and leverage to negotiate a great deal. DMG advises
buyers to establish clear, specific business requirements, follow best
practices for selecting applications, and craft contracts that protect them
for the short and long terms.
This market will continue to grow, in good and bad economies:
Cloud-based solutions have already proven their ability to sell when the
economy is uncertain. DMG also expects these solutions to sell well once the
economy completely recovers, particularly now that they are recognized as
viable alternatives to premise-based solutions. DMG projects that the
cloud-based contact center infrastructure market will grow by 45%, 40%, 40%
and 35%, each year, respectively between 2012 and 2015.
Sample Figure:
Table of Contents
Table of Contents
1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. Service Delivery Model and Definitions
4.1 DMG Service Delivery Definitions
4.2 Vendor Service Delivery Options
5. Hosted Contact Center Technology and Applications
5.1 The Changing Technology Landscape
5.2 Are Cloud-Based Solutions Reaching Functional Parity with their
Premise-Based Competitors?
5.3 Integration with Third-Party Applications
6. Cloud-Based Contact Center Infrastructure Trends and Challenges
7. Cloud-Based Contact Center Infrastructure Product Innovation
7.1 New Product Features
7.2 Upcoming Product Innovation
8. Cloud-Based Contact Center Infrastructure Competitive Landscape
8.1 Categories of Cloud-Based Contact Center Infrastructure Competitors
8.2 Impact of Hosting on Premise-Based Vendors
8.3 Cloud-Based Contact Center Infrastructure Executive Guide
9. Pros and Cons of Cloud-Based Contact Center Infrastructure Solutions
10. How to Determine if Hosting is Right for Your Organization
11. Vendor Selection Guide: Roadmap for Selecting a Contact Center Infrastructure Solution
11.1 The Request for Proposal Process
11.2 Building a Contact Center Infrastructure Decision Matrix
11.3 The Scoring Process
11.4 The Commercialization Process
12. Cloud-Based Contact Center Infrastructure Contracts, Vendor Management and Service Level Agreements
12.1 Vendor Management
12.2 Establishing Service Level Agreements
13. Cloud-Based Contact Center Vendors and Products
13.1 High-Level Company and Financial Information
13.2 Vendor Strategy and Positioning
13.3 Vendor Products and Offerings
13.4 Packaged Applications
13.5 Small/Mid-Sized Offerings
14. High-Level Functional and Technical Analysis
14.1 High-Level Functional Components
14.2 High-Level Functional Analysis
14.3 High-Level Technical Analysis
15. Benefits and ROI of Cloud-Based Contact Center Infrastructure Solutions
15.1 Benefits
15.2 Return on Investment
16. Cloud-Based Contact Center Infrastructure Market Share Analysis
17. Cloud-Based Contact Center Infrastructure Market Projections
18. Adoption of Cloud-Based Contact Center Infrastructure Solutions
19. Pricing
19.1 Pricing Structure
19.2 Price Ranges
19.3 Vendor Pricing: 50- and 250-Seat Configurations
19.4 Pricing: Contending Solutions
20. Vendor Satisfaction Analysis
20.1 Summary of Survey Findings and Analysis
20.2 Detailed Survey Findings and Analysis
20.2.1 Product Satisfaction, by Category
20.2.2 Vendor Satisfaction, by Category
20.3 Customer Background and Insights
20.3.1 Customer Background
20.3.2 Customer Insights
21. Cloud-Based Topologies
21.1 Data Center-Centric Contact Center Infrastructure SIP Topology
21.2 Data Center-Centric SIP/TDM Contact Center Infrastructure Topology
21.3 Hosted Contact Center Infrastructure Distributed Applications Topology
22. Cloud-Based Contact Center Infrastructure Technology Analysis
22.1 Detailed Technical Analysis
22.2 Unified Communications
22.3 Multi-tenancy
22.4 Internet Protocol/Session Initiation Protocol (IP/SIP)
22.5 Security
22.6 Data Center, Disaster Recovery and Contingency
22.7 Integration Capabilities
23. Detailed Functional Analysis
23.1 Automatic Call Distributors
23.2 IVR/Voice Portal
23.3 Computer Telephony Integration
23.4 Dialer
23.5 Customer Relationship Management
23.6 Call Recording
23.7 Quality Assurance
23.8 Performance Management
23.9 Speech Analytics
23.10 Surveying/Voice of the Customer
23.11 Social Media
23.12 Workforce Management
23.13 Desktop Analytics
23.14 Text Analytics
24. Vendor Implementation Analysis
24.1 Vendor Implementation Best Practices
24.2 Professional Services and Training
25. HCCI Company Reports
25.1 8x8 (Contactual)
25.2 Cisco Systems
25.3 Connect First
25.4 Echopass
25.5 Enghouse Interactive
25.6 Five9
25.7 inContact
25.8 Interactive Intelligence
25.9 Magnetic North
25.10 NewVoiceMedia
25.11 NexxPhase
25.12 VoltDelta
25.13 West Interactive Corporation
Cloud-Based Contact Center Infrastructure Vendor Directory
Table of Figures
Figure 1: DMG's Service Delivery Model Definitions
Figure 2: Service Delivery Options
Figure 3: Contact Center Infrastructure Technologies and Applications
Figure 4: Typical Hosted Contact Center Infrastructure Solution
Figure 5: 2012 Cloud-Based Contact Center Infrastructure Trends
Figure 6: 2012 Cloud-Based Contact Center Infrastructure Challenges
Figure 7: New Product Features Introduced in Last 12 Months
Figure 8: Future Application Enhancements
Figure 9: Contact Center Infrastructure Selection Process Best Practices
Figure 10: Contact Center Infrastructure Selection Categories
Figure 11: Contact Center Selection Decision Model
Figure 12: Contact Center Infrastructure Decision Framework Criteria
Figure 13: Commercialization and Negotiating Tips
Figure 14: KPIs for Cloud-Based Contact Center Solutions
Figure 15: Service Level Agreements (SLAs)
Figure 16: Company Information
Figure 17: Company Information
Figure 18: Company Strategy
Figure 19: Products
Figure 20: Packaged Solutions
Figure 21: Small/Mid-Sized (SMB) Offering
Figure 22: Cloud-Based Contact Center Infrastructure Solution Overview
Figure 23: High-Level Functional Summary
Figure 24: High-Level Technical Summary
Figure 25: Hosted Contact Center Infrastructure Payback Analysis
Figure 26: Cloud-Based Contact Center Market Activity, as of June 30, 2012
Figure 27: 2011 Cloud-Based Contact Center Market Share, by Number of Seats
Figure 28: 2011 Cloud-Based Contact Center Market Share, by Number of
Customers
Figure 29: Seats by Vendor, 2010 vs. 2011 Comparison
Figure 30: Customers by Vendor, 2010 vs. 2011 Comparison
Figure 31: Seats by Vendor, 2010 vs. 2011 Comparison
Figure 98: The Contact Center Performance Management Process
Figure 99: Performance Management
Figure 100: The Speech Analytics Process
Figure 101: Speech Analytics
Figure 102: Surveying/Voice of the Customer (VOC)
Figure 103: Types of Information Gleaned from Social Media Interactions
Figure 104: Social Media
Figure 105: Contact Center WFM Building Blocks
Figure 106: Workforce Management (WFM)
Figure 107: Desktop Analytics Defined
Figure 108: Desktop Analytics (DA)
Figure 109: Text Analytics (TA)
Figure 110: Implementation Analysis
Figure 111: Vendor Implementation Best Practices
Figure 112: Professional Services and Training
2012 - 2013 Cloud-Based Contact Center Infrastructure Market Report published by DMG Consulting LLC in October 15, 2012. This report consists of 433 Pages and the price starts from US $ 4250.
Press Release
New Cloud-Based Contact Center Infrastructure Market Report Explores Vendors, Solutions, Pricing, ROI, Planned Innovation and More
November 7th, 2012
Global Information Inc. would like to present a new market research report, "2012 - 2013 Cloud-Based Contact Center Infrastructure Market Report" by DMG Consulting LLC.
DMGs fifth annual report on this sector explores vendor, product, functional, technical and pricing information to help contact center and IT managers determine if a cloud-based solution is appropriate for their organization and which solution is the best fit. The report also provides insights into market trends and challenges, analyzes market activity and adoption, reviews customer satisfaction with vendors, and offers implementation best practices to help users realize the greatest continuing return on their technology investments.
The Great Recession opened the door for the cloud to finally become a reality for contact center solutions. Companies that needed contact center infrastructure but did not want to make large capital expenditures gave the cloud a try as a short-term solution, and soon realized there were more benefits than challenges. DMG expects to see the rapid adoption continue, even as the economy strengthens, now that organizations appreciate the benefits of these solutions.
Over the last three years, adoption has nearly tripled from 2.2% to 5.9%, with the number of seats growing from 268,794 in 2008 to 871,717, as of the end of June 2012. Rapid adoption will continue to drive and speed the pace of innovation as larger companies consider moving their contact centers to the cloud. Cloud-based contact center infrastructure vendors are agile, innovative, and delivering new functionality to market quickly.
"The cloud-based contact center infrastructure market is exploding -- more and larger companies are moving their contact centers to the cloud to take advantage of the many tangible benefits like lower start-up and implementation costs, increased flexibility, and the freedom to focus on their core business rather than on managing in-house solutions," said Donna Fluss, President of DMG Consulting.
DMG projects that the cloud-based contact center infrastructure market will continue to build momentum, growing by 45%, 40%, 40% and 35%, each year, respectively, between 2012 and 2015. DMG estimates that a minimum of 18.1% of all contact center seats will be in the cloud by the end of 2015.
The 433-page 2012 Cloud-Based Contact Center Infrastructure Market Report covers all aspects of this booming and highly competitive IT sector. It analyzes 13 vendors in total, six at an in-depth level, including 8x8 (Contactual), Echopass, Five9, inContact, Interactive Intelligence and NewVoiceMedia. Seven others are reviewed at a slightly higher level, including Cisco, Connect First, Enghouse, Magnetic North, NexxPhase, VoltDelta and West.
