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2013 - 2014 Cloud-Based Contact Center Infrastructure Market Report

The sixth edition of DMG Consulting's Cloud-Based Contact Center Infrastructure Market Report provides an in-depth analysis of all aspects of this expanding, competitive IT sector. The 570-page report gives contact center and IT managers the 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 is the best fit. 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 cloud investments.

Contact center and IT leaders have been searching for better and more cost-effective ways to help customers while maintaining an efficient and productive workforce. The answer for many lies in the cloud. While it took contact centers close to 15 years to get comfortable with cloud-based solutions, many have been won over by the flexibility and benefits they are realizing, and the freedom from having to implement and maintain hardware and platforms.

Few contact centers are completely cloud-based today, and DMG does not expect this to change much in the next five years. However, within two years, almost no center will be entirely cloud-less, as the benefits of these solutions become increasingly evident. The cloud-based contact center infrastructure market will continue to grow rapidly, although more slowly than it has in the recent past. DMG expects this market to grow by 30% in 2013, 27% in 2014, 25% in 2015 and 22% in 2015. Although the growth rate is expected to slow, it is still high, given that the contact center market is a mature IT sector.

The 2013-2014 Cloud-Based Contact Center Infrastructure Market Report is the most comprehensive, fact-based and timely analysis of this technology sector. It covers 13 vendors in total - 10 at an in-depth level, including 3CLogic, 8x8, Connect First, Cisco, Echopass (Genesys), Five9, inContact, Interactive Intelligence, NewVoiceMedia and Verizon. Three additional vendors are covered at a higher level: Altitude Software, NexxPhase and VoltDelta. The inclusion of vendors large and small gives readers a deep appreciation of the range of cloud-based contact center infrastructure offerings, along with their strengths, weaknesses, opportunities and pricing.

Report Highlights:

  • The cloud is flying high among contact center and IT leaders : It took time to get used to the idea, but after nearly 15 years, many executives are moving some of their contact center applications to the cloud. In many cases, the benefits far outweigh the risks, as evidenced by increasing adoption.
  • Cloud-based contact center adoption is gaining momentum : Once upon a time, cloud based contact center infrastructure was being used by only 2.2% of companies. As of September 2013, DMG estimates that more than 62% of organizations were using some cloud-based contact center application as part of their operations. And about half of those not yet using (45.6%) were planning to move in this direction in the next 18 months.*
  • Vendors continue to invest heavily in R&D : Vendors continue to invest in their cloud-based solutions to reach functional parity with competitors, and to create differentiated functionality in the areas of multi-channel capabilities, social media, better user interfaces, out-of-the-box integrations, reporting, and mobile support.
  • Growth will continue to be significant as nearly all contact centers move at least some functionality to the cloud over the next few years : Contact centers will be adopting more cloud-based infrastructure in the coming years. DMG expects the market to grow rapidly, although more slowly than it has in the recent past: by 30% in 2013, 27% in 2014, 25% in 2015 and 22% in 2015.

* DMG Consulting's 2013 The Cloud is in Your Future benchmark study

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Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

4. Service Delivery Model and Definitions

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

5. DMG's Guide to Cloud-Based Contact Center Infrastructure

  • 5.1 Contact Center Definition
  • 5.2 Cloud-Based Contact Center Infrastructure
  • 5.3 Cloud-Based Contact Center Infrastructure Architecture

6. Multi-Channel Contact Centers

  • 6.1 What is a Multi-Channel Contact Center?
  • 6.2 Deciding Which Channels to Support
  • 6.3 Benefits of Multi-Channel Contact Centers
  • 6.4 Management Tips for Multi-Channel Contact Centers

7. Adoption of Cloud-Based Contact Center Applications

  • 7.1 Planned Adoption of Cloud-Based Contact Center Systems, Applications and Channels

8. Contact Center Infrastructure Trends and Challenges

9. Product Innovations

  • 9.1 New Product Features
  • 9.2 Product Enhancements

10. Cloud-Based Contact Center Competitive Landscape

11. Cloud-Based Contact Center Infrastructure Market Share Analysis

12. Cloud-Based Contact Center Infrastructure Market Projections

13. Adoption of Cloud-Based Contact Center Infrastructure Solutions

14. What it Will Take to Become a Leader in the Cloud-Based Contact Center Market

15. How to Succeed with a Cloud-Based Contact Center Implementation

  • 15.1 Responsibilities of the Various Constituents
  • 15.2 High-Level Guidelines for Cloud-Based Contact Center Infrastructure Implementations
  • 15.3 Vendor Implementation Analysis

16. Pros and Cons of Cloud-Based Contact Center Infrastructure Solutions

  • 16.1 Pros of a Cloud-Based Contact Center Solution
  • 16.2 Cons of a Cloud-Based Contact Center Solution

17. Building the Business Case for a Cloud-Based Contact Center Solution

  • 17.1 Components of a Business Case
  • 17.2 Conducting a Return on Investment Analysis
  • 17.3 Total Cost of Ownership Analysis
  • 17.4 Technology Investment Financial Analysis Example

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

  • 18.1 Benefits
  • 18.2 Return on Investment

19. Improving Contact Center Performance with Real-Time Metrics

  • 19.1 Lack of Real-Time Data and Guidance Impedes Contact Center and Agent Performance
  • 19.2 Uses and Benefits of Real-Time Data

20. Vendor Snapshots

  • 20.1 High-Level Company and Financial Information
  • 20.2 Vendor Strategy and Positioning
  • 20.3 Vendor Product Offerings
  • 20.4 Packaged Solutions
  • 20.5 Small/Mid-Size Offerings

21. Cloud-Based Contact Center Infrastructure Pricing

  • 21.1 Pricing Structure
  • 21.2 Price Ranges
  • 21.3 Vendor Pricing: 50- and 250-Seat Configurations
  • 21.4 Pricing Contending Solutions

22. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis

23. Cloud-Based Contact Center Infrastructure Solutions

  • 23.1 High-Level Functional Components
  • 23.2 High-Level Functional Summary
  • 23.3 High-Level Technical Summary

24. Cloud-Based Contact Center Infrastructure Technology Analysis

  • 24.1 Detailed Technical Analysis
  • 24.2 Unified Communications
  • 24.3 Multi-Tenancy
  • 24.4 Internet Protocol/Session Initiation Protocol
  • 24.5 Security
  • 24.6 Data Center, Back-Up and Contingency
  • 24.7 Integration Capabilities

25. Detailed Functional Analysis

  • 25.1 Automatic Call Distributor
  • 25.2 Interactive Voice Response/Voice Portal
  • 25.3 Computer Telephony Integration
  • 25.4 Dialers
  • 25.5 Customer Relationship Management
  • 25.6 Call Recording
  • 25.7 Quality Management/Quality Assurance
  • 25.8 Contact Center Performance Management
  • 25.9 Speech Analytics
  • 25.10 Surveying/Voice of the Customer
  • 25.11 Social Media
  • 25.12 Workforce Management
  • 25.13 Desktop Analytics
  • 25.14 Text Analytics

26. Cloud-Based Contact Center Infrastructure Company Reports

  • 26.1 3CLogic
  • 26.2 8x8
  • 26.3 Altitude
  • 26.4 Cisco Systems
  • 26.5 Connect First
  • 26.6 Echopass
  • 26.7 Five9
  • 26.8 inContact
  • 26.9 Interactive Intelligence
  • 26.10 NewVoiceMedia
  • 26.11 NexxPhase
  • 26.12 Verizon
  • 26.13 VoltDelta

Cloud-Based Contact Center Infrastructure and Application Vendor Directory

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