|
1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
4. Report Participation Criteria
5. Hosted Contact Center Infrastructure Market Overview
5.1 Hosted Contact Center Infrastructure Solutions Defined
5.2 Historical Overview
5.3 Acquisition Methods
5.4 Vendor Categories
6. Hosted Contact Center Infrastructure Functional Components
6.1 Key Contact Center Solutions
6.2 Role of Multi-tenancy
6.3 Security Requirements
6.4 Scalability
7. State of the Hosted Contact Center Infrastructure Market
7.1 Trends
7.2 Challenges
8. Hosted Contact Center Infrastructure Market Share Analysis
9. Hosted Contact Center Infrastructure Market Projections
10. Hosted Contact Center Infrastructure Penetration Rate
11. Hosted Contact Center Infrastructure Benefits and Return on Investment
11.1 Value Proposition
11.2 Small to Mid-sized Enterprises
11.3 Large Enterprises
11.4 Government Agencies
11.5 Benefits of Hosted Contact Center Infrastructure
11.6 ROI from Hosted Contact Center Infrastructure
11.7 Total Cost of Ownership
12. Deciding if a Hosted Solution Is Right for Your Company
12.1 Pros and Cons of Hosted Contact Center Infrastructure
12.2 Decision Criteria
12.3 Using Solutions for Disaster Recovery and Business Continuity
13. Hosted Contact Center Infrastructure Best Practices
13.1 Best Practices for Getting Started
13.2 Best Practices for Selection
13.3 Vendor Implementation Best Practices
14. Hosted Contact Center Infrastructure Vendor Snapshot
15. Vendor Strategy and Positioning
16. Hosted Contact Center Infrastructure Vendor Landscape (Buyer’s Guide)
16.1 Hosted Contact Center Infrastructure Vendors
16.1.1 Aspect Software
16.1.2 Cisco Systems, Inc.
16.1.3 Oracle Corporation
16.1.4 United Carrier Network, Inc.
16.1.5 West Interactive
16.2 Hosted Contact Center Infrastructure Vendor Functional Summary
17. Hosted Contact Center Infrastructure Pricing
17.1 Price Structures
17.2 Price Ranges
17.3 What’s Included in Pricing
18. Hosted Contact Center Infrastructure Vendor Reference Analysis
19. Hosted Contact Center Infrastructure Detailed Functional and Technical Analysis
19.1 Product Information
19.2 Product Modules
19.3 High-level Functional Summary
19.4 High-Level Technical Summary
19.5 Detailed Technical Analysis
19.6 Internet Protocol (IP)
19.7 Back-up and Contingency
19.8 Automatic Call Distributor (ACD)
19.9 Interactive Voice Response (IVR)/Voice Portal
19.10 Computer Telephony Integration (CTI)
19.11 Dialers
19.12 CRM Software
19.13 Call and Screen Capture and Replay
19.14 Quality Management
19.15 Performance Management
19.16 Speech Analytics
19.17 Surveying
19.18 Workforce Management
19.19 Implementation Analysis
19.20 Service Level Agreements (SLAs)
19.21 Small/Mid-Sized (SMB) Offering
19.22 Training
19.23 Professional Services
20. Hosted Contact Center Infrastructure Vendor Company Reports
20.1 Aspect Software
20.2 Cisco Systems, Inc.
20.3 Oracle Corporation
20.4 United Carrier Network, Inc.
20.5 West Interactive
20.6 Genesys
21. Appendix A: Hosted Contact Center Infrastructure Vendor Directory
Table of Figures
Figure 1: Service Delivery Options
Figure 2: Service Delivery Model
Figure 3: Contact Center Infrastructure and Applications
Figure 4: Advantages of Multi-Tenancy
Figure 5: Multi-Tenancy
Figure 6: Security
Figure 7: Trends in the Hosted Contact Center Infrastructure Market
Figure 8: Challenges in the Hosted Contact Center Infrastructure Market
Figure 9: Hosted Contact Center Market Share Analysis by Vendor, as of 12/31/2007
Figure 10: Market Share and Go-To-Market Information, as of 12/31/07
Figure 11: Return on Investment from Hosted Contact Center Infrastructure Offerings
Figure 12: Vendor Selection / Evaluation Framework
Figure 13: Top 10 Vendor Implementation Best Practices
Figure 14: Company Information
Figure 15: Vendor Strategy and Positioning
Figure 16: Hosted Contact Center Strategy
Figure 17: Hosted Contact Center Infrastructure Functional Summary
Figure 18: Pricing Structure
Figure 19: Hosted Contact Center Price Ranges
Figure 20: Pricing: 50-Seat System
Figure 21: Pricing: 50-Seat System
Figure 22: Pricing: 250-Seat System
Figure 23: Pricing: 250-Seat System
Figure 24: Customer Survey Rating Categories
Figure 25: Average Satisfaction Rating by Category
Figure 26: Hosted Solution Satisfaction Ratings by Customer
Figure 27: Implementation Satisfaction Rating by Customer
Figure 28: Service and Support Satisfaction Rating by Customer
Figure 29: Training Satisfaction Rating by Customer
Figure 30: Professional Services Satisfaction Ratings by Customer
Figure 31: Overall Vendor Satisfaction Ratings by Customer
Figure 32: Product Information
Figure 33: Product Modules
Figure 34: High-Level Functional Summary
Figure 35: High-Level Technical Summary
Figure 36: Detailed Technical Analysis
Figure 37: Internet Protocol (IP)
Figure 38: Back-up and Contingency
Figure 39: Automatic Call Distributor (ACD)
Figure 40: Interactive Voice Response (IVR) / Voice Portal
Figure 41: Computer Telephony Integration (CTI)
Figure 42: Dialers
Figure 43: CRM Software
Figure 44: Call and Screen Capture and Replay
Figure 45: Quality Management
Figure 46: Performance Management
Figure 47: Speech Analytics
Figure 48: Surveying
Figure 49: Workforce Management
Figure 50: Implementation Analysis
Figure 51: Service Level Agreements (SLAs)
Figure 52: Small / Mid-Sized (SMB) Offering
Figure 53: Training
Figure 54: Professional Services
Additional Formats for this Table of Contents
The Abstract and Table of Contents are also available in PDF format.
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.
 |
