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.