Report Abstract

2013 - 2014 Cloud-Based Contact Center Infrastructure Market Report

The sixth edition of DMG Consulting's Cloud-Based Contact Center Infrastructure Market Report provides an in-depth analysis of all aspects of this expanding, competitive IT sector. The 570-page report gives contact center and IT managers the vendor, product, functional, technical and pricing information they require to determine if a cloud-based solution is right for their organization and, if so, which one is the best fit. This Report also provides insights into adoption, market trends and challenges, analyzes market activity, reviews customer satisfaction with vendors, and offers implementation best practices to help users realize the greatest continuing return on their cloud investments.

Contact center and IT leaders have been searching for better and more cost-effective ways to help customers while maintaining an efficient and productive workforce. The answer for many lies in the cloud. While it took contact centers close to 15 years to get comfortable with cloud-based solutions, many have been won over by the flexibility and benefits they are realizing, and the freedom from having to implement and maintain hardware and platforms.

The numbers do the best job of telling this astounding story. Back in 2008, adoption of cloud-based contact center infrastructure solutions was only 2.2%. In just three years, adoption nearly tripled to 5.9% in 2011. As of September 2013, DMG estimates that more than 62% of organizations are using some type of cloud-based contact center solution as part of their operation. And approximately half (45.6%) of the organizations that are not yet using cloud-based contact center solutions are planning to move in this direction in the next 18 months.*

Growing interest and increased adoption are driving and speeding the pace of innovation. Cloud-based contact center infrastructure vendors are making substantial investments in research and development (R&D), and DMG expects that trend to continue for the foreseeable future. Money and time are going into helping these vendors reach functional parity with premise-based peers and build functional differentiators. Customer requests, contact center trends and challenges, new technologies, expanding markets, strategic partnerships, and the desire to deliver new capabilities to the market all play a role in ongoing innovation. Among other areas, vendors are focused on multi-channel capabilities, social media, improving user interfaces, out-of-the-box integrations to third-party applications, reporting, and mobile support.

Today there are more vendors, solutions and options for end users than ever before. DMG advises buyers to do their research and be aware that the cloud-based contact center infrastructure market will undergo many rounds of mergers, acquisitions and consolidation. This means that there is a high likelihood that a selected vendor will be acquired in the next three to five years, which could impact the purchased offering.

To aid users in their research and evaluation process, DMG conducted an independent survey to measure end-user satisfaction with cloud-based contact center vendors and their products, service, support, professional services, training and innovation. This study evaluates the performance of the ten vendors analyzed in detail in the 2013-2014 Cloud-Based Contact Center Infrastructure Market Report. A majority (67.3%) of satisfaction ratings across all vendors for the ten major categories surveyed fell into the highly satisfied range (4.0 to 4.71). 29.1% of the average ratings fell into the satisfied range (3.0 to 3.81); 0.9% of the ratings fell into the somewhat satisfied range (2.0 to 2.5); and 2.7% of the responses were highly satisfied, 5.0. These numbers demonstrate an encouraging improvement over last year's results, but show that cloud-based contact center infrastructure vendors need to make substantial improvements to increase overall customer satisfaction.

Few contact centers are completely cloud-based today, and DMG does not expect this to change much in the next five years. However, within two years, almost no center will be entirely cloud-less, as the benefits of these solutions become increasingly evident. The cloud-based contact center infrastructure market will continue to grow rapidly, although more slowly than it has in the recent past. DMG expects this market to grow by 30% in 2013, 27% in 2014, 25% in 2015 and 22% in 2015. Although the growth rate is expected to slow, it is still high, given that the contact center market is a mature IT sector.

The 2013-2014 Cloud-Based Contact Center Infrastructure Market Report is the most comprehensive, fact-based and timely analysis of this technology sector. It covers 13 vendors in total - 10 at an in-depth level, including 3CLogic, 8x8, Connect First, Cisco, Echopass (Genesys), Five9, inContact, Interactive Intelligence, NewVoiceMedia and Verizon. Three additional vendors are covered at a higher level: Altitude Software, NexxPhase and VoltDelta. The inclusion of vendors large and small gives readers a deep appreciation of the range of cloud-based contact center infrastructure offerings, along with their strengths, weaknesses, opportunities and pricing.

Report Highlights

  • The cloud is flying high among contact center and IT leaders: It took time to get used to the idea, but after nearly 15 years, many executives are moving some of their contact center applications to the cloud. In many cases, the benefits far outweigh the risks, as evidenced by increasing adoption.
  • Cloud-based contact center adoption is gaining momentum: Once upon a time, cloud based contact center infrastructure was being used by only 2.2% of companies. As of September 2013, DMG estimates that more than 62% of organizations were using some cloud-based contact center application as part of their operations. And about half of those not yet using (45.6%) were planning to move in this direction in the next 18 months.*
  • Vendors continue to invest heavily in R&D: Vendors continue to invest in their cloud-based solutions to reach functional parity with competitors, and to create differentiated functionality in the areas of multi-channel capabilities, social media, better user interfaces, out-of-the-box integrations, reporting, and mobile support.
  • Growth will continue to be significant as nearly all contact centers move at least some functionality to the cloud over the next few years: Contact centers will be adopting more cloud-based infrastructure in the coming years. DMG expects the market to grow rapidly, although more slowly than it has in the recent past: by 30% in 2013, 27% in 2014, 25% in 2015 and 22% in 2015.

Key Reasons to Buy This Report

  • Overview of cloud-based/hosted contact center infrastructure technology, architecture and applications in the marketplace today
  • Analysis of how to build and support multi-channel contact centers, including which channels to support, benefits and best practices
  • Insights into new and emerging functionality and innovation that has recently come to market or is planned for the next 12 to 18 months
  • Analysis of the trends and challenges that are driving technical and functional innovation, usability and market adoption
  • Evaluation of new product features, enhancements and what the vendors plan to deliver in the next 12 - 18 months
  • Review of the cloud-based contact center infrastructure competitive landscape, vendors, products, technology and functionality
  • Cloud-based contact center infrastructure market share analysis, adoption rate, and projections through 2016
  • Presentation of leadership criteria for the cloud-based contact center infrastructure competitors
  • Guide and best practices for succeeding with a cloud-based contact center infrastructure implementation
  • Discussion of the pros and cons of using cloud-based contact center infrastructure solutions
  • Tips and guidelines for building a strong financial business case for procuring a cloud-based contact center infrastructure solution
  • Benefits and return on investment (ROI) from using cloud-based contact center infrastructure solutions
  • High-level company, financial, strategy and product overviews of the leading and contending vendors
  • Detailed pricing analysis for cloud-based vendors, and typical price ranges for the market
  • Comprehensive vendor satisfaction analysis addressing each vendor's products, implementation, service, training, professional services, innovation and pricing
  • In-depth comparative study of the technical and functional components of the cloud-based contact center infrastructure solutions
  • Detailed company reports for 13 leading and contending cloud-based contact center infrastructure providers, including a preview of their future product direction
  • Cloud-Based Contact Center Infrastructure Vendor Directory

Table of Contents

Sample Figure: Typical Hosted Contact Center Infrastructure Solution

Sample Figure:  Contact Center Solutions

Order Information
To order a copy of the 2013 - 2014 Cloud-Based Contact Center Market Report, contact Deborah Navarra at 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.

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