Market Research Report
2017 - 2018 Cloud-Based Contact Center Infrastructure Market Report
|Published by||DMG Consulting LLC||Product code||250312|
Delivery time: 1-2 business days
|2017 - 2018 Cloud-Based Contact Center Infrastructure Market Report|
|Published: November 30, 2017||Content info: Pages||
DMG Consulting's 10th annual edition of the Cloud-Based Contact Center Infrastructure Market Report presents the foremost, authoritative analysis of this dynamic and rapidly growing IT sector. The Report provides detailed coverage of the competitive landscape, vendors, products, and trends and challenges that are driving this market; it also addresses market share, projections, adoption rates, benefits, return on investment, pricing, customer satisfaction and implementation best practices.
2017 was the breakthrough year for the cloud-based contact center infrastructure (CBCCI) market. The momentum, which has been building for years, has created a large and lucrative ecosystem of partnerships among many types of vendors. There are over 150 CBCCI competitors world-wide, and hundreds of system integrators, value-added resellers (VARs), distributors, technology partners, and more, who are dedicated to building this sector. While this is positive for the market in general, it makes it difficult for customers who need to differentiate between the offerings. This Report provides prospects with the information they need to help them select the best CBCCI solution for their operating environment.
Cloud-based contact center infrastructure solutions offer many benefits. Primarily, they free a company's IT department to dedicate their time to more high-value activities than implementing and maintaining a solution with which they may have little expertise. CBCCI solutions also offer a geographically redundant environment, simplified upgrades, timely access to new features, and no annual maintenance fees. The CBCCI vendors have invested millions of dollars over the past 20 years to build their solutions and supporting networks. These solutions are generally much more technologically current than their premise-based counterparts. And the innovation keeps coming, including the introduction of artificial intelligence, machine learning, natural language understanding and analytics into CBCCI solutions.
Companies need solutions that protect them from security breaches such as hacking, fraud and industrial espionage. They also need to secure their customers' private and sensitive data, such as social security, credit card or account numbers, and protected health information. At the same time, they need to comply with a proliferation of regulatory requirements around the world, including the Health Insurance Portability and Accountability Act (HIPAA) in the US, the world-wide Payment Card Industry Data Security Standard (PCI DSS), the UK's Data Protection Act, the BDSG Federal Data Protection Act in Germany, the upcoming EU General Data Protection Regulation (GDPR), and many more. The CBCCI vendors are working to address these concerns and stay current with rapidly evolving security and regulatory requirements.
DMG estimates that the revenue size of the cloud-based contact center infrastructure market was at least $2.8 billion (excluding carrier revenue) as of the end of 2016. This represents only 11.4% of total contact center seats, so the revenue potential of this market is in the tens of billions. DMG predicts that the number of seats will grow by 22% in 2017, 22.5% in 2018, 23% in both 2019 and 2020, and then the growth will slow to 21% in 2021. This exciting and adaptable market has vendors who have what it takes to succeed, and this IT sector is poised for great growth and success in the next 10 years.
The 2017-2018 Cloud-Based Contact Center Infrastructure Market Report covers 12 leading and contending vendors: 8x8, BroadSoft (who agreed to be acquired by Cisco), Content Guru, eLoyalty, Enghouse Interactive, Five9, Genesys, NewVoiceMedia, NICE inContact, Serenova, Sharpen and Twilio. New to the Report in 2017 are: BroadSoft, eLoyalty, Genesys, Sharpen and Twilio. 8x8, Content Guru, Enghouse Interactive, Five9, NewVoice Media, NICE inContact (NICE acquired inContact in November 2016) and Serenova were included in the 2016 - 2017 edition of this Report. The Report also includes a comprehensive Vendor Directory that lists providers of cloud-based contact center infrastructure systems around the world.