1.       Executive Summary
2.       Introduction
3.       DMG Consulting Research Methodology
          3.1       Report Participation Criteria
4.       Service Delivery Model and Definitions
          4.1       DMG Service Delivery Definitions
          4.2       Vendor Service Delivery Options
5.       Hosted Contact Center Technology and Applications
          5.1       The Changing Technology Landscape
          5.2       Are Cloud-Based Solutions Reaching Functional Parity with their
                      Premise-Based Competitors?
          5.3       Integration with Third-Party Applications
6.       Cloud-Based Contact Center Infrastructure Trends and Challenges
7.       Cloud-Based Contact Center Infrastructure Product Innovation
          7.1       New Product Features
          7.2       Upcoming Product Innovation
8.       Cloud-Based Contact Center Infrastructure Competitive Landscape
          8.1       Categories of Cloud-Based Contact Center Infrastructure Competitors
          8.2       Impact of Hosting on Premise-Based Vendors
          8.3       Cloud-Based Contact Center Infrastructure Executive Guide
9.       Pros and Cons of Cloud-based Contact Center Infrastructure Solutions
10.     How to Determine if Hosting is Right for Your Organization
11.     Vendor Selection Guide: Roadmap for Selecting a Contact Center
          Infrastructure Solution
          11.1     The Request for Proposal Process
          11.2     Building a Contact Center Infrastructure Decision Matrix
          11.3     The Scoring Process
          11.4     The Commercialization Process
12.     Cloud-Based Contact Center Infrastructure Contracts, Vendor Management and                 Service Level Agreements
          12.1     Vendor Management
          12.2     Establishing Service Level Agreements
13.     Cloud-Based Contact Center Vendors and Products
          13.1     High-Level Company and Financial Information
          13.2     Vendor Strategy and Positioning
          13.3     Vendor Products and Offerings
          13.4     Packaged Applications
          13.5     Small/Mid-Sized Offerings
14.     High-Level Functional and Technical Analysis
          14.1     High-Level Functional Components
          14.2     High-Level Functional Analysis
          14.3     High-Level Technical Analysis
15.     Benefits and ROI of Cloud-Based Contact Center Infrastructure
          Solutions
          15.1     Benefits
          15.2     Return on Investment
16.     Cloud-Based Contact Center Infrastructure Market Share Analysis
17.     Cloud-Based Contact Center Infrastructure Market Projections
18.     Adoption of Cloud-Based Contact Center Infrastructure Solutions
19.     Pricing
          19.1     Pricing Structure
          19.2     Price Ranges
          19.3     Vendor Pricing: 50- and 250-Seat Configurations
          19.4     Pricing: Contending Solutions
20.     Vendor Satisfaction Analysis
          20.1     Summary of Survey Findings and Analysis
          20.2     Detailed Survey Findings and Analysis
                      20.2.1     Product Satisfaction by Category
                      20.2.2     Vendor Satisfaction, by Category     
          20.3     Customer Background and Insight
                      20.3.1     Customer Background
                      20.3.2     Customer Insights
21.     Cloud-Based Topologies
          21.1     Data Center-Centric Contact Center Infrastructure SIP Topology
          21.2     Data Center-Centric SIP/TDM Contact Center Infrastructure Topology
          21.3     Hosted Contact Center Infrastructure Distributed Applications Topology
22.     Cloud-Based Contact Center Infrastructure Technology Analysis
          22.1     Detailed Technical Analysis
          22.2     Unified Communications
          22.2     Multi-tenancy
          22.4     Internet Protocol/Session Initiation Protocol  (IP/SIP)
          22.5     Security
          22.6     Data Center, Disaster Recovery and Contingency
          22.7     Integration Capabilities
23.     Detailed Functional Analysis
          23.1     Automatic Call Distributors
          23.2     IVR/Voice Portal
          23.3     Computer Telephony Integration
          23.4     Dialer
          23.5     Customer Relationship Management
          23.6     Call Recording
          23.7     Quality Assurance
          23.8     Performance Management
          23.9     Speech Analytics
          23.10   Surveying/Voice of the Customer
          23.11   Social Media
          23.12   Workforce Management
          23.13   Desktop Analytics
          23.14   Text Analytics
24.     Vendor Implementation Analysis
          24.1     Vendor Implementation Best Practices
          24.2     Professional Services and Training
25.     HCCI Company Reports
          25.1     8x8 (Contactual)
          25.2     Cisco Systems
          25.3     Connect First
          25.4     Echopass
          25.5     Enghouse Interactive
          25.6     Five9
          25.7     inContact
          25.8     Interactive Intelligence
          25.9     Magnetic North
          25.10   NewVoiceMedia
          25.11   NexxPhase
          25.12   VoltDelta
          25.13   West Interactive Corporation
Cloud-Based Contact Center Infrastructure Vendor Directory

Table of Figures
Figure 1:       DMG’s Service Delivery Model Definitions
Figure 2:       Service Delivery Options
Figure 3:       Contact Center Infrastructure Technologies and Applications
Figure 4:       Typical Hosted Contact Center Infrastructure Solution
Figure 5:       2012 Cloud-Based Contact Center Infrastructure Trends
Figure 6:       2012 Cloud-Based Contact Center Infrastructure Challenges
Figure 7:       New Product Features Introduced in Last 12 Months
Figure 8:       Future Application Enhancements
Figure 9:       Contact Center Infrastructure Selection Process Best Practices
Figure 10:     Contact Center Infrastructure Selection Categories:
Figure 11:     Contact Center Selection Decision Model
Figure 12:     Contact Center Infrastructure Decision Framework Criteria
Figure 13:     Commercialization and Negotiating Tips
Figure 14:     KPIs for Cloud-Based Contact Center Solutions     
Figure 16:     Company Information
Figure 17:     Company Information
Figure 18:     Company Strategy
Figure 19:     Products
Figure 20:     Packaged Solutions
Figure 21:     Small/Mid-Sized (SMB) Offering
Figure 22:     Cloud-Based Contact Center Infrastructure Solution Overview
Figure 23:     High-Level Functional Summary
Figure 24:     High-Level Technical Summary
Figure 25:     Hosted Contact Center Infrastructure Payback Analysis
Figure 26:     Cloud-Based Contact Center Market Activity, as of June 30, 2012
Figure 27:     2011 Cloud-Based Contact Center Market Share, by Number of Seats
Figure 28:     2011 Cloud-Based Contact Center Market Share, by Number of
                    Customers
Figure 29:     Seats by Vendor, 2010 vs. 2011 Comparison
Figure 30:     Customers by Vendor, 2010 vs. 2011 Comparison
Figure 31:     Seats by Vendor, 2010 vs. 2011 Comparison
Figure 32:     Cloud-Based Contact Center Infrastructure Seat Trend Analysis,
                     2008 - 2011
Figure 33:     Cloud-Based Contact Center Infrastructure Seat Trend Analysis Graph,
                     2008 - 2011
Figure 34:     Cloud-based Contact Center Infrastructure: Actual and Market
                     Projections, 2008 - 2015
Figure 35:     Cloud-based Contact Center Infrastructure: Actual and Projected
                     Adoption Rates, 2008 - 2015
Figure 36:     Cloud-Based Contact Center Infrastructure Pricing Structure
Figure 37:     Cloud-Based Contact Center Infrastructure Price Ranges,
                     2010 - 2012 Comparison
Figure 38:     2012 Price Range by Cost Category
Figure 39:     Pricing (50-Seat System)
Figure 40:     Pricing (250-Seat System)
Figure 41:     Monthly Pricing (in USD) 50-Seat System
Figure 42:     Monthly Pricing (in USD) 250-Seat System
Figure 43:     Customer Survey Rating Categories
Figure 44:     Average Satisfaction Ratings, by Category
Figure 45:     Product Satisfaction Ratings by Category
Figure 46:     Product Ease of Configuration/Use/Maintenance Satisfaction Ratings,
                     by Customer
Figure 47:     Product Ease of Integration with Third-Party Applications Satisfaction
                    Ratings, by Customer
Figure 48:     Product Routing and Queuing Satisfaction Ratings, by Customer
Figure 49:     Agent Interface Satisfaction Ratings, by Customer
Figure 50:     Supervisor Interface Satisfaction Ratings, by Customer
Figure 51:     Overall Product Features and Functionality Satisfaction Ratings,
                     by Customer
Figure 52:     ACD Feature Set Satisfaction Ratings, by Customer
Figure 53:     IVR Feature Set Satisfaction Ratings, by Customer
Figure 54:     Platform Reliability and Scalability Satisfaction Ratings, by Customer
Figure 55:     System Flexibility Satisfaction Ratings, by Customer
Figure 56:     System Security Satisfaction Ratings, by Customer
Figure 57:     Dashboard Satisfaction Ratings, by Customer
Figure 58:     Real-Time Reporting Satisfaction Ratings, by Customer
Figure 59:     Historical Reporting Satisfaction Ratings, by Customer
Figure 60:     Implementation Satisfaction Ratings, by Customer
Figure 61:     Training Satisfaction Ratings, by Customer
Figure 62:     Service and Support Satisfaction Ratings, by Customer
Figure 63:     System Upgrades Satisfaction Ratings, by Customer
Figure 64:     Professional Services Satisfaction Ratings, by Customer
Figure 65:     Product Innovation Satisfaction Ratings, by Customer
Figure 66:     Responsiveness to Product Enhancement Requests Satisfaction Ratings,
                     by Customer
Figure 67:     Product Pricing Satisfaction Ratings, by Customer
Figure 68:     Overall Satisfaction Ratings, by Customer
Figure 69:     What contact center applications are you using your hosted contact
                     center infrastructure vendor for?
Figure 70:     What channels do you use your hosted contact center infrastructure
                     to support?
Figure 71:     What were the 3-5 primary drivers of your decision to implement a
                     hosted contact center infrastructure solution?
Figure 72:     What were the 3-5 biggest concerns you had to overcome in choosing a
                     hosted contact center infrastructure solution?
Figure 73:     What are the top 3-5 benefits you have gained from using a hosted
                     contact center infrastructure solution?
Figure 74:     What does your hosted contact center infrastructure vendor do well?
Figure 75:     Verbatims: What would you like your hosted contact center infrastructure
                     vendor to do better?
Figure 76:     Verbatims: What type of product enhancements would you like to see?
Figure 77:     Verbatims: Please feel free to provide any additional comments about
                     your experience with the vendor and/or solution.
Figure 78:     Data Center-Centric Contact Center Infrastructure SIP Topology
Figure 79:     Data Center-Centric Contact Center Infrastructure SIP/TDM Topology
Figure 80:     Cloud-Based Contact Center Infrastructure Distributed
                     Applications Topology
Figure 81:     Detailed Technical Analysis
Figure 82:     Unified Communications Framework
Figure 83:     Unified Communications
Figure 84:     Multi-Tenancy
Figure 85:     IP/SIP
Figure 86:     Security Best Practices for Cloud-Based Contact Center
                     Infrastructure Vendors
Figure 87:     Security
Figure 88:     Data Center Back-up, Disaster Recovery and Contingency
Figure 89:     Integration Capabilities
Figure 90:     Automatic Call Distributor
Figure 91:     Interactive Voice Response/Voice Portal
Figure 92:     Computer Telephony Integration
Figure 93:     Dialer
Figure 94:     Customer Relationship Management
Figure 95:     Call Recording
Figure 96:     The Analytics-Enabled QA Process
Figure 97:     Quality Assurance/Quality Management
Figure 98:     The Contact Center Performance Management Process
Figure 99:      Performance Management
Figure 100:   The Speech Analytics Process
Figure 101:   Speech Analytics
Figure 102:   Surveying/Voice of the Customer (VOC)
Figure 103:   Types of Information Gleaned from Social Media Interactions
Figure 104:   Social Media
Figure 105:   Contact Center WFM Building Blocks
Figure 106:   Workforce Management (WFM)
Figure 107:   Desktop Analytics Defined
Figure 108:   Desktop Analytics (DA)
Figure 109:   Text Analytics (TA)
Figure 110:   Implementation Analysis
Figure 111:   Vendor Implementation Best Practices
Figure 112:   Professional Services and Training

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 2012 - 2013 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.