Market Research Report

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1032083

2021 - 2022 Cloud-Based Contact Center Infrastructure Product and Market Report

Published: October 13, 2021 |

DMG Consulting LLC | Delivery time: 1-2 business days

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Strengthening demand for CBCCI solutions during the past 18 months has driven a surge of activity in this market, including a substantial number of mergers and acquisitions. DMG expects the CBCCI market to continue to pick up momentum over the next 5 years, and likely for at least the following 10, as there are many premise-based contact center seats to replace and even more enterprise-wide opportunities opening up.

The CBCCI market is active, and the future looks very bright

The CBCCI market is the fastest growing IT sector in contact centers because these solutions are giving enterprises what they want - the agility to meet their customers' evolving inbound and outbound needs, in voice and digital channels. Innovation in the contact center market is focused on cloud-based solutions. These CBCCI vendors are investing heavily in research and development (R&D) to enable their clients to deliver an outstanding and differentiated customer experience, cost effectively. The adoption rate of CBCCI seats was only an estimated 17% as of the end of calendar year 2020, evidencing the substantial opportunities these vendors have to open up the rest of the contact center market. But this is just a small piece of the addressable market for these valuable customer-facing solutions. DMG Consulting predicts that CBCCI functionality will become a standard productivity tool across enterprises in the next 10 years. This means that CBCCI capabilities will be used by a large percentage of knowledge workers far beyond the contact center.

The Most Complete and Authoritative Guide to the CBCCI Sector

The 14^th annual edition of DMG Consulting LLC's “ Cloud-Based Contact Center Infrastructure Product and Market Report ” continues DMG's comprehensive analysis of all aspects of this dynamic sector. The Report examines the competitive landscape and the business, market and technology trends driving this fast-growing and increasingly vital IT segment. This edition also looks ahead to the strategic and tactical requirements for contact centers to thrive in a post-pandemic world.

The “2021 - 2022 Cloud-Based Contact Center Infrastructure Product and Market Report ” covers 11 leading and contending vendors: 8x8, Alvaria (formed by the merger of Aspect Software and Noble Systems), Bright Pattern, Cisco, Five9, NICE CXone, Puzzel, Salesforce, Twilio, UJET and Vonage. Salesforce is covered at a high level. The Report provides a detailed analysis of the vendors, products, functional capabilities and pricing. It also includes satisfaction survey results for each of the featured vendors. This Report is intended to help contact center, IT and enterprise leaders and managers in small, mid-size and large companies select the right solution, functionality and partner to meet their organization's current and future cloud-based contact center infrastructure needs.

REPORT INCLUDES:

Overview of the core and optional functional building block components of CBCCI solutions,

Business and market trends and challenges that are influencing investments and accelerating innovation and adoption

CBCCI market innovation, including a review of capabilities and functionality that have been recently introduced or are planned to be delivered in the next 12 - 18 months

How COVID-19 became a catalyst for change in the world of customer service and contact centers, accelerating digital transformation and other enhancements and innovations

How AI is going to alter and improve contact center technology and operations during the next 5 - 20 years

How customer expectations for a great service experience have been altered by the pandemic, and what delivering an outstanding customer experience (CX) means today and post-pandemic

Timely discussion of the pivotal role of CBCCI solutions in the contact center's ability to support a work-at-home (WAH) and hybrid staffing model

Review and assessment of the CBCCI competitive landscape, including a high-level company overview and key functional capabilities of the CBCCI solutions, with a high-level overview of the WFO/WEM components in the featured CBCCI solutions

High-level technical components overview, including administration and provisioning, recording, security and compliance, business intelligence (BI) analytics and reporting, and data center, backup, disaster recovery (DR) and business continuity (BC) capabilities

Implementation analysis; vendor implementation methodology and best practices, professional services, training and workshops, return on investment (ROI) time frame and service level agreements (SLAs)

Customer satisfaction survey results that measure and rank the vendors across 12 vendor categories, 10 product features, 7 platform features and 5 WFO/WEM applications

Vendor pricing structure and a breakdown of one-time and ongoing costs for a 250-seat CBCCI implementation for a voice only, omni-channel and digital-channel-only implementation for the 10 solutions featured in this Report

Detailed company reports for the CBCCI solution providers covered in the report, analyzing their products, functionality and future R&D plans

CBCCI Vendor Directory

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

3.1. Report Participation Criteria

4. Cloud-Based Contact Center Infrastructure Functional Overview

5. Cloud-Based Contact Center Infrastructure Trends and Challenges

5.1. Cloud-Based Contact Center Infrastructure Trends
5.2. Cloud-Based Contact Center Infrastructure Challenges

6. Cloud-Based Contact Center Infrastructure Market Innovation

6.1. New Product Features
6.2. Future Enhancements

7. The Contact Center Reimagined

8. Into the Future

9. Customer Experience in the New Business Paradigm

9.1. Omni-Channel Requirements
9.2. Omni-Channel Routing and Queuing
9.3. Outbound
9.4. Intelligent Self-Service
9.5. Knowledge Management
9.6. Surveying/Voice of the Customer
9.7. Interaction Analytics
9.8. Customer Journey Analytics

10. The New World of Work

10.1. Customer Relationship Management
10.2. New-Gen Workforce Management
10.3. Quality Management/Analytics-Enabled Quality Management
10.4. Desktop Analytics
10.5. Contact Center Performance Management and Gamification
- 10.5.1. New Key Performance Metrics
10.6. Agent Desktop
10.7. Supervisor Interface

11. Cloud-based Contact Center Infrastructure Competitive Landscape

12. Cloud-Based Contact Center Infrastructure Functional Components

12.1. Workforce Optimization/Workforce Engagement Management Capabilities

13. High-Level Cloud-Based Contact Center Infrastructure Technical Analysis

13.1. Administration and Provisioning
13.2. Recording
13.3. Security and Compliance
13.4. Business Intelligence, Analytics and Reporting
13.5. Data Center, Backup, Disaster Recovery and Business Continuity

14. Implementation Analysis

14.1. Service-Level Agreements

15. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis

15.1. Summary of Survey Findings and Analysis: Vendor Categories
- 15.1.1. Vendor Satisfaction by Category and Customer
15.2. Summary of Survey Findings and Analysis: Product Features
- 15.2.1. Product Features Satisfaction, by Category and Customer
15.3. Summary of Survey Findings and Analysis: Platform Features
- 15.3.1. Platform Features Satisfaction, by Category and Customer
15.4. Summary of Survey Findings and Analysis: WFO/WEM Capabilities
- 15.4.1. WFO/WEM Capabilities Satisfaction, by Category and Customer
15.5. Customer Background and Insights
- 15.5.1. Channels Supported by the CBCCI Solution
- 15.5.2. Top 3 - 5 Ways the CBCCI Vendor is Supporting Your Digital Transformation
- 15.5.3. Top 3 - 5 CBCCI Challenges
- 15.5.4. Additional Comments

16. Pricing

16.1. Pricing Structure
16.2. Pricing for a 250-Seat Voice-Only CBCCI Solution
16.3. Pricing for a 250-Seat Omni-Channel (Voice and Digital) CBCCI Solution
16.4. Pricing for a 250-Seat Digital-Only CBCCI Solution

17. Company Reports

17.1. 8x8
17.2. Alvaria
17.3. Bright Pattern, Inc.
17.4. Cisco
17.5. Five9, Inc.
17.6. NICE CXone
17.7. Puzzel Ltd.
17.8. Salesforce
17.9. Twilio, Inc.
17.10. UJET
17.11. Vonage Holdings Corp.

Appendix: Cloud-Based Contact Center Infrastructure Vendor Directory

Table of Figures

Figure 1: CBCCI Functional and Technical Capabilities
Figure 2: CBCCI Trends
Figure 3: CBCCI Challenges
Figure 4: New Product Features, by Vendor
Figure 5: Future Enhancements, by Category
Figure 6: Enterprise Transformation
Figure 7: The Contact Center AI Brain
Figure 8.1: Artificial Intelligence, Machine Learning and Automation
Figure 8.2: Artificial Intelligence, Machine Learning and Automation
Figure 9: CX in the New Business Paradigm
Figure 10: Breaking Down the Walls Between the Front and Back Office
Figure 11: Top Contact Center Investments Post-Pandemic
Figure 12: Omni-Channel Capabilities
Figure 13.1: Omni-Channel Routing and Queuing
Figure 13.2: Omni-Channel Routing and Queuing
Figure 14.1: Outbound
Figure 14.2: Outbound
Figure 15: Intelligent Virtual Agent
Figure 16.1: Self-Service
Figure 16.2: Self-Service
Figure 17.1: Knowledge Management
Figure 17.2: Knowledge Management
Figure 18.1: Surveying/VoC/CX
Figure 18.2: Surveying/VoC/CX
Figure 19: How Interaction Analytics Works
Figure 20: Enterprise Uses of Interaction Analytics
Figure 21.1: Interaction Analytics
Figure 21.2: Interaction Analytics
Figure 22: The Customer Journey Analytics Process
Figure 23.1: CJA
Figure 23.2: CJA
Figure 24: Tools to Help Engage and Manage in a WAH/Hybrid Contact Center World
Figure 25.1: CRM
Figure 25.2: CRM
Figure 26: Enterprise WFM Suite Components
Figure 27: WFM Challenges in the New Paradigm
Figure 28: Core Requirements for New-Gen WFM
Figure 29: Real-Time Intelligent Adaptive Intraday Management
Figure 30: Agent Self Service/Mobility Empowerment
Figure 31.1: WFM
Figure 31.2: WFM
Figure 32: How Analytics-Enabled Quality Management Works
Figure 33: AQM/Coaching Cycle
Figure 34.1: QM/AQM
Figure 34.2: QM/AQM
Figure 35.1: Desktop Analytics
Figure 35.2: Desktop Analytics
Figure 36: Contact Center Performance Management
Figure 37.1: CCPM and Gamification
Figure 37.2: CCPM and Gamification
Figure 38: Internal vs. External KPIs
Figure 39: Standard Key Performance Indicators
Figure 40: Customer-Centric Key Performance Indicators
Figure 41: Implicit Key Performance Indicators
Figure 42.1: KPIs
Figure 42.2: KPIs
Figure 43.1: Agent Desktop
Figure 43.2: Agent Desktop
Figure 44.1: Supervisor/Manager Interface
Figure 44.2: Supervisor/Manager Interface
Figure 45: CBCCI Competitive Landscape
Figure 46.1: Company Information, as of June 2021
Figure 46.2: Company Information, as of June 2021
Figure 47: CBCCI Functional Components
Figure 48: Contact Center WFO/WEM Suite
Figure 49: WFO/WEM Capabilities
Figure 50.1: High-Level Technical Summary
Figure 50.2: High-Level Technical Summary
Figure 51.1: Administration and Provisioning
Figure 51.2: Administration and Provisioning
Figure 52: Technically Advanced Recording
Figure 53.1: Recording
Figure 53.2: Recording
Figure 54.1: Security and Compliance
Figure 54.2: Security and Compliance
Figure 55.1: Business Intelligence, Analytics and Reporting
Figure 55.2: Business Intelligence, Analytics and Reporting
Figure 56.1: Data Center, Backup, Disaster Recovery (DR) and Business Continuity (BC)
Figure 56.2: Data Center, Backup, Disaster Recovery (DR) and Business Continuity (BC)
Figure 57.1: Implementation Analysis
Figure 57.2: Implementation Analysis
Figure 58.1: Service Level Agreements (SLAs)
Figure 58.2: Service Level Agreements (SLAs)
Figure 59: Customer Survey Rating Categories
Figure 60: Average Vendor Satisfaction Ratings, by Category
Figure 61: Product Satisfaction Ratings, by Customer
Figure 62: Implementation Satisfaction Ratings, by Customer
Figure 63: Professional Services Satisfaction Ratings, by Customer
Figure 64: Training Satisfaction Ratings, by Customer
Figure 65: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 66: System Upgrades Satisfaction Ratings, by Customer
Figure 67: Innovation Satisfaction Ratings, by Customer
Figure 68: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 69: Communication Satisfaction Ratings, by Customer
Figure 70: Ease of Doing Business with Vendor Satisfaction Ratings, by Customer
Figure 71: Product Pricing Satisfaction Ratings, by Customer
Figure 72: Overall Vendor Satisfaction Ratings, by Customer
Figure 73: Average Product Features Satisfaction Ratings, by Category
Figure 74: Omni-Channel Inbound Satisfaction Ratings, by Customer
Figure 75: Omni-Channel Outbound and Campaign Management Satisfaction Ratings, by Customer
Figure 76: Digital-Only Channels Satisfaction Ratings, by Customer
Figure 77: Interactive Voice Response/Intelligent Virtual Agent Self-Service Satisfaction Ratings, by Customer
Figure 78: CRM Satisfaction Ratings, by Customer
Figure 79: Supervisor Interface (UI/UX) Satisfaction Ratings, by Customer
Figure 80: Agent Omni-Channel Desktop and Experience Satisfaction Ratings, by Customer
Figure 81: Remote/Work-at-Home Agent and Supervisor Capabilities Satisfaction Ratings, by Customer
Figure 82: Artificial Intelligence and Automation Satisfaction Ratings, by Customer
Figure 83: Business Intelligence, Analytics and Reporting Satisfaction Ratings, by Customer
Figure 84: Average Platform Features Satisfaction Ratings, by Category
Figure 85: System Administration/Provisioning and License Management Satisfaction Ratings, by Customer
Figure 86: System Security Satisfaction Ratings, by Customer
Figure 87: Regulatory Compliance Satisfaction Ratings, by Customer
Figure 88: System Scalability Satisfaction Ratings, by Customer
Figure 89: Platform Reliability Satisfaction Ratings, by Customer
Figure 90: Business Continuity/Disaster Recovery Satisfaction Ratings, by Customer
Figure 91: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
Figure 92: WFO/WEM Capabilities Satisfaction Ratings, by Category
Figure 93: Omni-Channel Call and Screen Recording Satisfaction Ratings, by Customer
Figure 94: Omni-Channel Quality Management (QM) Satisfaction Ratings, by Customer
Figure 95: Surveying/Voice of the Customer (VoC) Satisfaction Ratings, by Customer
Figure 96: Workforce Management Satisfaction Ratings, by Customer
Figure 97: Interaction (Speech and Text) Analytics Satisfaction Ratings, by Customer
Figure 98: Channels Supported by the CBCCI Vendors
Figure 99: Top 3 - 5 Ways the CBCCI Vendor is Supporting your Digital Transformation
Figure 100: Top 3 - 5 Challenges of your CBCCI Solution
Figure 101: Additional Comments about your Experience with the Vendor and/or Product.
Figure 102.1: Pricing Structure
Figure 102.2: Pricing Structure
Figure 103.1: Pricing for a 250-Seat Voice-Only CBCCI Solution
Figure 103.2: Pricing for a 250-Seat Voice-Only CBCCI Solution
Figure 104.1: Pricing for a 250-Seat Omni-Channel (Voice and Digital) CBCCI Solution
Figure 104.2: Pricing for a 250-Seat Omni-Channel (Voice and Digital) CBCCI Solution
Figure 105.1: Pricing for a 250-Seat Digital-Only CBCCI Solution
Figure 105.2: Pricing for a 250-Seat Digital-Only CBCCI Solution