 |
Abstract: 2008 Hosted Contact Center
Infrastructure Market Report
The hosted contact center market, while still evolving, shows a great deal of promise for companies of
all sizes.
This is the inaugural edition of DMG Consulting LLC’s Hosted
Contact Center Infrastructure Market Report. This Report is
the most comprehensive guide to the hosted contact center
infrastructure market. It covers vendors, products, technology,
functionality, trends, benefits, pricing, return on investment (ROI),
and customer perception. It also provides best practices for getting
started and a detailed list of decision criteria to help determine if a
hosted contact center infrastructure solution is right for your
company. The Report gives prospects the detailed information
required to select the right hosted contact center solution as well
as the best practices to successfully implement it.
The hosted contact center infrastructure market shows a great
deal of promise and the solutions are delivering great benefits to
users. The leading products are multi-site, multi-channel, and
feature-rich. Hosted contact center infrastructure solutions enable
companies large and small, government and higher education
institutions, fundraising organizations, and other businesses to
acquire leading-edge contact center technology without a large
up-front capital investment or high start-up costs.
The 2008 Hosted Contact Center Infrastructure Market Report
provides an in-depth analysis of this emerging technology segment.
The five vendors covered at a detailed level are: Aspect Software,
Cisco Systems, Oracle Corporation, United Carrier Network, Inc.
(UCN) and West Interactive. Genesys is also addressed at a high
level. Readers will discover the full range of hosted contact center
infrastructure offerings so they can select the optimal solution for
their company.
Report Highlights
- DMG Consulting estimates that the number of hosted contact
center infrastructure seats will increase by 20% to 25% in 2008
and by at least 25% to 30% in 2009.
- DMG Consulting estimates that there are 385,352 seats of hosted
contact center infrastructure in use around the world, with a
market penetration rate of 3.2%.
- The projected slowdown in the U.S. economy will be a key
stimulus fueling the adoption of hosted contact center
infrastructure solutions, as enterprises see a decrease in funds
for capital investments.
- DMG Consulting predicts that by the end of 2011, 30% to 35% of all new contact center seats will be hosted.
- The average payback for hosted contact center solutions is 2 to 6 months and the quantifiable benefits, when
compared to costs, can produce a return that is 2-3 times the original investment.
Key Reasons to Buy This Report
- Learn strategies and tactics to
evaluate, select and implement a
hosted contact center solution for any
size business
- Shorten the vendor selection process,
as DMG’s research provides the most
comprehensive vendor, product,
technology, pricing and market data to
help make the right investment
decision
- Assess the benefi ts of hosted contact center infrastructure for your contact
center and enterprise
- Understand the pros and cons of
on-demand solutions and use our
decision framework to determine if a
hosted contact center infrastructure
product is right for your organization
- See customer satisfaction scores for
the vendors’ products, implementation,
service/maintenance, training,
professional services and overall
ratings
- Explore 254 pages of timely, in-depth and objective analyses of this
emerging market
Report Scope
- Overview of the hosted contact center infrastructure market, vendor categories, trends, challenges and how this
segment will continue to develop
- Definition of hosted contact center infrastructure and its components, including discussion of multi-tenancy,
security and scalability
- The current state of the hosted contact center infrastructure market, a history of its evolution, and key trends
and challenges for the future
- Market share and market adoption analysis and projections
- Breakdown of benefits and return on investment for different sizes and types of organizations
- Discussion of the pros, cons and decision criteria to help decide if a hosted contact center solution is right for
your organization
- Best practices for getting started with selecting and implementing a solution
- Review of the competitive landscape (Buyer’s Guide)
- Detailed pricing analysis
- Comprehensive corporate, technical and functional side-by-side comparisons of the vendors and their solutions,
including a vendor reference analysis with a customer satisfaction survey and roadmaps for future developments
- Hosted contact center infrastructure vendor directory
Table of Contents
Sample Figure: Hosted Contact Center Infrastructure and Applications
Order Information
To order a copy of the 2008 Hosted Contact Center Infrastructure Market Report, contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. You may also purchase the report online.
Additional Formats for this Abstract
The Abstract and Table of Contents are also available in PDF format.
|
 |