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1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. Contact Center Technology and Applications
4.1 The Changing Technology Landscape
4.2 Understanding Unified Communications
4.2.1 What is Presence?
4.2.2 The Future of UC
1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. Hosted Contact Center Technology and Applications
4.1 The Changing Technology Landscape of Hosted Contact Center
Infrastructure Solutions
4.2 Will Hosted Solutions Reach Functional Parity with Premise-Based
Solutions?
4.3 The Role of Integration in the World of Hosted Contact Center Solutions
5. State of the Hosted/Cloud-Based Contact Center Infrastructure Market
5.1 Hosted Contact Center Infrastructure Trends
5.2 Hosted Contact Center Infrastructure Challenges
6. Hosted Contact Center Infrastructure Innovations
6.1 New Product Features
6.2 Fulfillment Status of 2010
6.3 Upcoming Innovation
7. Hosted Contact Center Competitive Landscape
7.1 Momentum Picks Up
7.2 Vendor Categories
7.3 Impact of Hosting on Premise-Based Vendors
7.4 The Hosted Contact Center Infrastructure Competitive Landscape Guide
8. Hosted Contact Center Infrastructure Vendor Selection Guide
8.1 Hosted Contact Center Infrastructure Vendor Selection Guidelines
9. Vendor Snapshot
9.1 Vendor Strategy and Positioning
9.2 Vendor Offerings
9.3 Packaged Applications
9.4 Small/Mid-Sized Offerings
9.5 Vendor Differentiators and "Sweet Spots"
10. Hosted Contact Center Infrastructure Solutions
10.1 Functional Components
10.2 High-Level Functional Comparisons
10.3 High-Level Technical Analysis
11. Service Delivery Models and Definitions
11.1 DMG Service Delivery Definitions
11.2 Vendor Service Delivery Options
12. Benefits and ROI of Hosted Contact Center Infrastructure Solutions
12.1 Value Proposition
12.2 Return on Investment
12.3 Pros and Cons of HCCI Solutions
13. HCCI Market Share Analysis
14. Hosted Contact Center Market Projections
15. Market Adoption of Cloud-Based Contact Center Solutions
16. Pricing
16.1 Hosted Contact Center Pricing Ranges
16.2 Vendor Pricing
17. Hosted Contact Center Vendor Satisfaction Analysis
17.1 Summary of Survey Findings and Analysis
17.2 Detailed Survey Findings and Analysis
17.3 Customer Background and Insight
17.3.1 Customer Background
17.3.2 Customer Insights
17.3.3 Obstacles to Hosting
18. Hosted Contact Center Infrastructure Technology Analysis
18.1 Detailed Technical Analysis
18.2 Unified Communications
18.3 Multi-Tenancy
18.4 Internet Protocol/Session Initiation Protocol
18.5 Security
18.6 Data Center, Back-Up and Contingency
18.7 Integration Capabilities
19. Detailed Functional Analysis
19.1 Automatic Call Distributor
19.2 Interactive Voice Response Voice Portal
19.3 Computer Telephony Integration
19.4 Dialer
19.5 Customer Relationship Management
19.6 Call Recording
19.7 Quality Management
19.8 Performance Management
19.9 Speech Analytics
19.10 Surveying
19.11 Workforce Management
19.12 Desktop Analytics
19.13 Text Analytics
20. Professional Services and Training
20.1 Training
21. Vendor Implementation Analysis
21.1 Vendor Implementation Best Practices
21.2 Service Level Agreements
22. Company Reports
22.1 8x8 (formerly, Contactual)
22.2 Convergys Corporation
22.3 Echopass
22.4 Five9
22.5 inContact
22.6 Interactive Intelligence
22.7 LiveOps
22.8 NewVoiceMedia
22.9 Noble Systems
22.10 Transera
22.11 USAN
22.12 VoltDelta
22.13 West Interactive Corporation
Appendix A: Hosted Contact Center Vendor Directory
Table of Figures
Figure 1: Contact Center Infrastructure Technologies and Applications
Figure 2: Typical Hosted Contact Center Infrastructure Solution
Figure 3: DA Redefined
Figure 4: 2012 Hosted Contact Center Infrastructure Trends
Figure 5: 2012 Hosted Contact Center Infrastructure Challenges
Figure 6: Product Innovation
Figure 7: New Product Features
Figure 8: Fulfillment Status of 2010 Enhancements
Figure 9: Upcoming Product Innovation and Enhancements
Figure 10.1: Company Information
Figure 10.2: Company Information
Figure 11: Vendor Strategy
Figure 12: Products and Modules
Figure 13.1: Packaged Applications
Figure 13.2: Packaged Applications
Figure 14.1: Small/Mid-Sized (SMB) Offering
Figure 14.2: Small/Mid-Sized (SMB) Offering
Figure 15.1: Vendor Differentiators and "Sweet Spots"
Figure 15.2: Vendor Differentiators and "Sweet Spots"
Figure 16: Hosted Contact Center Functional Components
Figure 17.1: High-Level Functional Summary
Figure 17.2: High-Level Functional Summary
Figure 18.1: High-Level Technical Summary
Figure 18.2: High-Level Technical Summary
Figure 19: Standard Service Delivery Model Definitions
Figure 20.1: Service Delivery Models
Figure 20.2: Service Delivery Models
Figure 21: The Hosted Contact Center Infrastructure Value Proposition
Figure 22: Hosted Contact Center Infrastructure Payback Analysis
Figure 23: Reasons to Host a Contact Center Solution
Figure 24: Reasons Not to Host Contact Center Infrastructure
Figure 25: Hosted Contact Center Market Activity, as of August 2011
Figure 26: 2010 Hosted Contact Center Market Share Analysis, by Number of Seats
Figure 27: 2010 Hosted Contact Center Market Share Analysis, by Number of
Implementations
Figure 28: Hosted Contact Center Infrastructure Trend Analysis by Number of Seats,
Three-Year Trend Comparison, 2008 - 2010
Figure 29: Hosted Contact Center Market Share Analysis by Number of Seats,
Three-Year Trend Comparison, 2008 - 2010
Figure 30: Hosted Contact Center Infrastructure Market Share Analysis by Number
of Implementations, Three-Year Trend Comparison, 2008 - 2010
Figure 31: Hosted Contact Center Market Share Analysis by Number of
Implementations, Three-Year Trend Comparison, 2008 - 2010
Figure 32: Hosted CC Infrastructure Seats 2008 Actual - Projected 2014
Figure 33: Cloud-Based Contact Center Infrastructure Adoption Analysis, 2008 - 2010
Figure 34.1: Pricing Structure
Figure 34.2: Pricing Structure
Figure 35: 2011 - 2012 Hosted Contact Center Price Ranges
Figure 36: 2011 - 2012 Hosted Contact Center Price Ranges by Cost Category
Figure 37: Price Ranges for a 50-Seat System, 2010 vs. 2011 Comparison
Figure 38: Price Ranges for a 250-Seat System, 2010 vs. 2011 Comparison
Figure 39.1: Pricing (50-seat system)
Figure 39.2: Pricing (50-seat system)
Figure 40.1: Pricing (250-seat system)
Figure 40.2: Pricing (250-seat system)
Figure 41: Customer Survey Rating Categories
Figure 42: Average Satisfaction Ratings, by Category
Figure 43: Product Satisfaction Ratings by Category
Figure 44: Product Ease of Configuration/Use/Maintenance Satisfaction Ratings,
by Customer
Figure 45: Product Ease of Integration with Third-party Applications Satisfaction
Ratings, by Customer
Figure 46: Routing and Queuing Satisfaction Ratings, by Customer
Figure 47: Agent Interface Satisfaction Ratings, by Customer
Figure 48: Supervisor Interface Satisfaction Ratings, by Customer
Figure 49: Overall Product Features and Functionality Satisfaction Ratings,
by Customer
Figure 50: ACD Feature Set Satisfaction Ratings, by Customer
Figure 51: IVR Feature Set Satisfaction Ratings, by Customer
Figure 52: Platform Reliability Satisfaction Ratings, by Customer
Figure 53: System Flexibility Satisfaction Ratings, by Customer
Figure 54: System Security Satisfaction Ratings, by Customer
Figure 55: Dashboard Satisfaction Ratings, by Customer
Figure 56: Real-Time Reporting Satisfaction Ratings, by Customer
Figure 57: Historical Reporting Satisfaction Ratings, by Customer
Figure 58: Implementation Satisfaction Ratings, by Customer
Figure 59: Training Satisfaction Ratings, by Customer
Figure 60: Service and Support Satisfaction Ratings, by Customer
Figure 61: System Performance (Uptime) Satisfaction Ratings, by Customer
Figure 62: System Upgrades Satisfaction Ratings, by Customer
Figure 63: Professional Services Satisfaction Ratings, by Customer
Figure 64: Innovation and Responsiveness to Product Enhancement Requests
Satisfaction Ratings, by Customer
Figure 65: Product Pricing Satisfaction Ratings, by Customer
Figure 66: Overall Satisfaction Ratings, by Customer
Figure 67: What contact center applications are you using your hosted contact center
infrastructure vendor for?
Figure 68: What contact center activities are you using your hosted contact center
infrastructure vendor for?
Figure 69: What channels do you use your hosted contact center infrastructure
to support?
Figure 70: What were the primary drivers in the decision to implement a hosted
contact center infrastructure solution?
Figure 71: What are the top three to five concerns you had to overcome in the
decision to use a hosted contact center infrastructure solution?
Figure 72: What are the top three to five benefits you have gained from using a
hosted contact center infrastructure solution?
Figure 73: Verbatims: What does your vendor excel at?
Figure 74: Verbatims: What can your vendor do better?
Figure 75: Verbatims: What type of product enhancements would you like to see?
Figure 76: Please feel free to provide any additional comments about your experience
with the vendor and/or product.
Figure 77.1: Detailed Technical Analysis
Figure 77.2: Detailed Technical Analysis
Figure 78: Unified Communications Framework
Figure 79.1: Unified Communications
Figure 79.2: Unified Communications
Figure 80.1: Multi-Tenancy
Figure 80.2: Multi-Tenancy
Figure 81.1: IP/SIP
Figure 81.2: IP/SIP
Figure 82.1: Security
Figure 82.2: Security
Figure 83.1: Data Center, Back-up and Contingency
Figure 83.2: Data Center, Back-up and Contingency
Figure 84.1: Integration Capabilities
Figure 84.2: Integration Capabilities
Figure 85.1: Automatic Call Distribution (ACD)
Figure 85.2: Automatic Call Distribution (ACD)
Figure 86.1: Interactive Voice Response (IVR)/Voice Portal
Figure 86.2: Interactive Voice Response (IVR)/Voice Portal
Figure 87.1: Computer Telephony Integration (CTI)
Figure 87.2: Computer Telephony Integration (CTI)
Figure 88: Proactive Customer Care
Figure 89.1: Dialers
Figure 89.2: Dialers
Figure 90.1: Customer Relationship Management (CRM) Software
Figure 90.2: Customer Relationship Management (CRM) Software
Figure 91.1: Call Recording
Figure 91.2: Call Recording
Figure 92.1: Quality Management (QM)
Figure 92.2: Quality Management (QM)
Figure 93.1: Performance Management
Figure 93.2: Performance Management
Figure 94: The Speech Analytics Process
Figure 95.1: Speech Analytics
Figure 95.2: Speech Analytics
Figure 96.1: Surveying
Figure 96.2: Surveying
Figure 97.1: Workforce Management
Figure 97.2: Workforce Management
Figure 98.1: Desktop Analytics
Figure 98.2: Desktop Analytics
Figure 99: The Text Analytics Process
Figure 100.1: Text Analytics
Figure 100.2: Text Analytics
Figure 101.1: Professional Services
Figure 101.2: Professional Services
Figure 102.1: Training
Figure 102.2: Training
Figure 103.1: Implementation Analysis
Figure 103.2: Implementation Analysis
Figure 104.1: Vendor Implementation Best Practices
Figure 104.2: Vendor Implementation Best Practices
Figure 105.1: Service Level Agreements (SLAs)
Figure 105.2: Service Level Agreements (SLAs)
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 2011 - 2012 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.
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