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