Market Research Report
2016 - 2017 Cloud-Based Contact Center Infrastructure Market Report
|Published by||DMG Consulting LLC||Product code||250312|
|Published||Content info||542 Pages
Delivery time: 1-2 business days
|2016 - 2017 Cloud-Based Contact Center Infrastructure Market Report|
|Published: December 7, 2016||Content info: 542 Pages||
The ninth annual edition of DMG Consulting's Cloud-Based Contact Center Infrastructure Market Report presents a detailed analysis of this complex, dynamic and highly competitive IT sector, which continues to grow quickly while it is seeing consolidation among the vendors. This 542-page Report is the most thorough and in-depth analysis of the cloud-based contact center infrastructure market. It covers vendors, the competitive landscape, products, functionality, operations, pricing and a great deal more for leading and contending vendors in the market. It also contains valuable insights into market trends and challenges, customer satisfaction with the vendors and their offerings, market activity, adoption and projections for these solutions. Prospects will find the information and facts they need to select the right cloud-based infrastructure solution for their organization, along with best practices to achieve the greatest return on their investment.
2016 has been a great year for the cloud-based contact center infrastructure market. Companies of all sizes, including contact centers with more than 500 seats, are now adopting these solutions. The number of seats grew by a very strong 20.9% in the last 12 months, a trend that is expected to continue for the next five years as premise-based environments migrate to the cloud. Increased reliability, flexibility, scalability and security are attracting new business, including from the financial services industry, one of the last holdouts.
The cloud-based contact center infrastructure market has started to undergo a major technology refresh. Vendors are investing in their architecture to improve system performance and reliability, migrating to third-party data centers to speed time to market, using virtualization to enhance their operating environments and reduce costs, and making enhancements requested by their customers and prospects. The flexibility and responsiveness of cloud-based contact center infrastructure vendors is attracting the attention of a growing number of premise-based contact center users who are tired of waiting for their incumbent to respond to their needs. Of course, there are still significant opportunities for the cloud-based contact center infrastructure vendors to improve, as reflected by the findings and verbatims in DMG's customer satisfaction study.
The cloud-based contact center infrastructure market is starting to mature; overcrowding is placing great downward pressure on prices, which is good for buyers. Merger and acquisition (M&A) activity has been brisk. Notable deals include NICE's acquisition of inContact, and Genesys's purchase of Interactive Intelligence. DMG expects to see a significant amount of M&A activity in the future, which will strengthen this very dynamic market and possibly result in some new names emerging as market leaders.
The next five years look very promising for the cloud-based contact center infrastructure market. Momentum is strong, and the solutions continue to improve, drawing buyers from organizations of all sizes and all verticals. DMG estimates that the number of seats in the cloud-based contact center infrastructure market will grow by 23% in 2016, 23.5% in 2017 and 2018, and 24% in 2019 and 2020.
The 2016 - 2017 Cloud-Based Contact Center Infrastructure Market Report covers 11 vendors, 10 in-depth and 1 at a high level. Participants include: 8x8, Cisco, Content Guru, Enghouse Interactive, Five9, inContact, Intelecom, Interactive Intelligence, NewVoiceMedia, Serenova and West, who is covered at a higher level. This year's Report includes two new participants, Cisco and West. 3CLogic and Connect First are no longer being covered. The Report gives readers an appreciation of the range of cloud-based contact center infrastructure offerings, covering market-leading vendors and contenders. The Report also includes a comprehensive Vendor Directory that lists vendors who provide cloud-based contact center infrastructure systems for contact centers and customer service organizations.
Cloud-Based Contact Center Infrastructure