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Market Research Report

2014 North America Hosted/Cloud Contact Center Buyers Guide

Published by Frost & Sullivan Product code 320886
Published Content info 84 Pages
Delivery time: 1-2 business days
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2014 North America Hosted/Cloud Contact Center Buyers Guide
Published: December 10, 2014 Content info: 84 Pages

Selecting the Right Cloud Solution Provider for Your Contact Center

The landscape for choosing a hosted/cloud contact center solution has become complex because of the variety of offerings from traditional contact center vendors, pure-play software as a service (SaaS) providers, telecom service providers, outsourcers, and system integrators. The purpose of this buyers guide is to provide enterprise organizations and small and midsize businesses with a competitive assessment of hosted/cloud contact center solution providers and their capabilities within a single report. The guide is based on extensive primary and secondary research, and provides in-depth profiles of suppliers with overview of offerings, strengths and weaknesses, and recommendations for buyers

Table of Contents
Product Code: NDB9-01-00-00-00

Table of Contents

1. Executive Summary

  • Purpose
  • Introduction

2. Market Trends

  • Movement to Omni-channel Engagement
  • Proactive Customer Care
  • Mobility
  • Business Continuity/Disaster Recovery

3. Company Profiles

  • [24]7
  • 8x8
  • Aspect Software
  • Bell Canada (BCE)
  • CallMiner
  • CenturyLink
  • Contact Solutions
  • Five9
  • Genesys
  • inContact
  • Interactive Intelligence
  • Nexidia
  • Noble Systems
  • Nuance
  • TeleTech
  • Transera
  • West

4. Conclusions

5. Legal Disclaimer

6. The Frost & Sullivan Story

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