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Hosted applications, also known as software-as-a-service (SaaS) or cloud-based solutions, have caught on in the contact center world. Given the growing popularity of hosted/cloud-based solutions in the technology market in general, it was inevitable that contact center buyers would ultimately join in; the only question was timing. The answer came in 2011, as adoption of hosted contact center solutions hit its stride.
The Definitive Reference for Navigating the Burgeoning Hosted Contact Center Market
The 2011 - 2012 Hosted Contact Center Infrastructure Market Report provides an in-depth analysis of all aspects of this increasingly competitive IT sector. It addresses vendors, product functionality, technology, planned innovation, market trends and challenges, market share, adoption rates, benefits, return on investment, pricing, implementation best practices and customer satisfaction, and provides company reviews.
Thirteen leading and contending hosted contact center infrastructure providers are explored in this Report. The vendors covered in detail are: Echopass, 8x8 (acquired Contactual), Five9, inContact, Interactive Intelligence, LiveOps, NewVoiceMedia and Transera. Convergys, Noble, USAN, VoltDelta and West, whose solutions are still emerging, are covered at a high level. The Report gives readers a deep appreciation of the full range of hosted contact center infrastructure offerings, their strengths, weaknesses, opportunities and pricing. It also includes an appendix listing dozens of vendors who provide all types of hosted contact center functionality.
The 2011 - 2012 Hosted Contact Center Market Report provides a thorough analysis of this rapidly evolving technology sector. This Report gives business and IT managers the information and tools to enable them to select the ideal technology and partner for their operating environment, at the right price, and with the right terms.
Key components of this Report are:
- Overview of hosted/cloud-based contact center infrastructure technology and applications
- Hosted contact center infrastructure market share analysis, projections and adoption rates
- Review of the current state of the market and its competitive landscape, including trends, challenges and the overall direction
- Comprehensive corporate, technical and functional side-by-side comparisons of the vendors and their solutions, including current products, packaged solutions and small and mid-sized business (SMB) offerings
- An analysis of innovation, including new product features and planned research and development (R&D)
- A guide for navigating the hosted contact center competitive landscape, including a discussion of market momentum and its impact on premise-based solutions
- Hosted contact center vendor selection guidelines to help end users acquire the right solution, and best practices for successfully implementing these new applications
- Benefits and return on investment (ROI) analysis to help prospects build their business case
- Detailed pricing analysis for leading and contending vendors, and the typical price ranges for the market
- Comprehensive vendor satisfaction analysis addressing each vendor’s products, implementation, service, training, professional services, innovation and pricing
- Detailed company reports for 13 leading and contending hosted contact center infrastructure providers, including their planned investments
- Complete Hosted Contact Center Infrastructure Vendor Directory
Learn More
Find out more about DMG Consulting’s 2011 - 2012 Hosted Contact Center Infrastructure Market Report. Contact Deborah Navarra at 516.628.1098 or deborah.navarra@dmgconsult.com.
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