Market Research Report
2020 - 2021 Cloud-Based Contact Center Infrastructure Product and Market Report
|Published by||DMG Consulting LLC||Product code||973884|
Delivery time: 1-2 business days
|2020 - 2021 Cloud-Based Contact Center Infrastructure Product and Market Report|
|Published: December 2, 2020||Content info:||
The CBCCI (also known as contact-center-as-a-service, CCaaS) market is red-hot. Already one of the fastest-growing IT sectors in the contact center prior to the pandemic, the CBCCI market is seeing rapid growth, driven by companies' pandemic-related needs. Companies worldwide, many of which were planning to transition to a CCaaS solution from their on-premise infrastructure, have accelerated their move to the cloud by anywhere from 2 - 6 years, a remarkable rate for the traditionally staid contact center technology market.
The COVID-19 pandemic has had a profound impact on economies, businesses and individuals throughout the world. Traditional offices and contact center sites have been shuttered for months. Companies that had CCaaS solutions in place at the outset of the pandemic were better prepared than their on-premise counterparts to move employees out of the office and into the safety of their homes. And many companies and government agencies that were not yet using cloud-based contact center solutions quickly adopted them. Post-pandemic, many enterprises will likely keep some or all of their employees working remotely. Cloud-based solutions such as voice and screen recording, interaction analytics and AQM are well-suited to addressing the needs of the work-at-home business model, and mobile-enabled workforce management (WFM) solutions help keep track of employees and allow agents to adjust their working hours, regardless of where they are located.
Aside from the pandemic, another major trend in the contact center world is the convergence of CBCCI and workforce optimization (WFO) solutions. CBCCI vendors have been selling recording and QM, the core capabilities of WFO solutions, for years, but today CBCCI vendors are increasingly expected to offer their own WFO capabilities in order to be considered industry-leading. Enterprises are also asking their CCaaS vendors to provide a fully integrated administration environment for both the contact center infrastructure and WFO functions, to greatly simplify the management of the solutions, the contact center and agents.
The 13th annual edition of DMG Consulting LLC's “Cloud-Based Contact Center Infrastructure Product and Market Report” explores the competitive landscape, market share, projections and adoption rates, and the business, market and technological trends that are driving the rapid growth of this essential segment. The Report also presents the results of a comprehensive customer survey that measures satisfaction with the vendors and their product offerings. This year's Report discusses the impact of the coronavirus pandemic on the short- and long-term future of this increasingly important sector. It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents.
The “2020 - 2021 Cloud-Based Contact Center Infrastructure Product and Market Report” features 9 leading and contending vendors: 8x8, Aspect, Cisco, Edify, Five9, NICE inContact, Puzzel, Twilio and Vonage. The Report thoroughly analyzes the CBCCI vendors, products, functional capabilities, market activity and pricing. It also includes satisfaction survey results for each of the featured vendors. The Report is intended to help contact center, IT and enterprise leaders and managers in companies of all sizes select the right solution, functionality and partner to meet their organization's current and future CCaaS needs.