Enterprise Priorities in North America: Cloud Contact Center Solutions

Cloud Contact Center Solutions

The main objective of this research service was to investigate the current use and future adaptation of cloud solutions in North American contact centers. Currently, about 50% of the contact centers in North America use hosted or cloud solutions, and that percentage is expected to reach more than 90% by 2016. Although small and medium contact centers were the early adopters of cloud solutions, large companies have now taken the lead. Regardless of the size or type of company, the main drivers of the move to the cloud are the reduction of the total cost of ownership of IT, rapid deployment times, and flexible scalability. In effect, half of the surveyed solutions are expected to have 50% or higher market penetration rates by 2016.

Table of Contents

1. RESEARCH BACKGROUND, OBJECTIVES, AND METHODOLOGY

Research Background, Objectives, and Methodology

• 1. Research Background and Objectives
• 2. Methodology
• 3. Methodology (continued)
• 4. Overall Firmagraphic Details

2. EXECUTIVE SUMMARY

Executive Summary

• 1. Executive Summary

3. CURRENT USE OF HOSTED/CLOUD SOLUTIONS

Current Use of Hosted/Cloud Solutions

• 1. Current Use of Hosted/Cloud Contact Center Solutions

4. IMPORTANT FACTORS IN THE DECISION TO MOVE TO HOSTED/CLOUD SOLUTIONS

Important Factors in the Decision to Move to Hosted/Cloud Solutions

• 1. Important Factors in the Decision to Move to Hosted/Cloud Solutions by Country
• 2. Important Factors in the Decision to Move to Hosted/Cloud Solutions by Contact Center Size
• 3. Important Factors in the Decision to Move to Hosted/Cloud Solutions by Industry

5. HOSTED/CLOUD CONTACT CENTER APPLICATIONS

Hosted/Cloud Contact Center Applications

• 1. Contact Center Applications Currently Used as Hosted/Cloud Solutions by Country
• 2. Contact Center Applications Currently Used as Hosted/Cloud Solutions by Contact Center Size
• 3. Contact Center Applications Currently Used as Hosted/Cloud Solutions by Industry
• 4. Contact Center Applications Planned to be Moved to Cloud Solutions by Country
• 5. Contact Center Applications Planned to be Moved to Cloud Solutions by Contact Center Size
• 6. Contact Center Applications Planned to be Moved to Cloud Solutions by Industry

6. HOSTED/CLOUD CONTACT CENTER VENDORS

Hosted/Cloud Contact Center Vendors

• 1. Number of Vendors Sourced
• 2. Current Hosted/Cloud Contact Center Solution Providers by Country
• 3. Current Hosted/Cloud Contact Center Solution Providers by Contact Center Size
• 4. Current Hosted/Cloud Contact Center Solution Providers by Industry
• 5. Future Hosted/Cloud Contact Center Solution Providers by Country
• 6. Future Hosted/Cloud Contact Center Solution Providers by Contact Center Size
• 7. Future Hosted/Cloud Contact Center Solution Providers by Industry
• 8. Current and Future Hosted/Cloud Contact Center Solution Providers

7. RESTRAINTS TO MOVING TO HOSTED/CLOUD CONTACT CENTER SOLUTIONS

Restraints to Moving to Hosted/Cloud Contact Center Solutions

• 1. Restraints to Moving to Hosted/Cloud Contact Center Solutions
• 2. Legal Disclaimer

8. APPENDIX

Appendix

• 1. Business Functions

9. THE FROST & SULLIVAN STORY

The Frost & Sullivan Story

• 1. The Frost & Sullivan Story
• 2. Value Proposition: Future of Your Company & Career
• 3. Global Perspective
• 4. Industry Convergence
• 5. 360° Research Perspective
• 6. Implementation Excellence
• 7. Our Blue Ocean Strategy