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As a result of the Great Recession, the cloud finally became a reality for contact center solutions. Faced with economic uncertainties, companies that needed contact center infrastructure but did not want to make large capital expenditures tried the cloud and soon realized these solutions had more benefits than challenges. Now, companies of all sizes are embracing this acquisition model and regarding it as a key enabler for their future.
Authoritative Reference for Understanding and Navigating the Cloud-Based Contact Center Market
Much of the innovation in the contact center infrastructure market now comes from cloud-based vendors. They continue to invest in research and development (R&D), and many are introducing functionality that truly sets them apart. Some vendors are adding workflow engines to attract back-office users. Others are focusing on pre-arrival routing options to enable their customers to realize the true benefits of cloud-based technology. As the solutions mature, cloud-based vendors are offering more out-of-the-box third-party integrations with other contact center applications such as customer relationship management (CRM), quality assurance (QA) and workforce management (WFM). DMG expects to see additional innovation in routing and integration capabilities over the next couple of years.
The 2012 Cloud-Based Contact Center Infrastructure Market Report is the most comprehensive, fact-based and timely analysis of this explosive technology sector. It covers 13 vendors in total, six in-depth, including 8x8 (Contactual), Echopass, Five9, inContact, Interactive Intelligence and NewVoiceMedia. Seven others are covered at a slightly higher level, including Cisco, Connect First, Enghouse, Magnetic North, NexxPhase, VoltDelta and West. The inclusion of contenders along with the market-leading vendors gives readers a deep appreciation of the range of cloud-based contact center infrastructure offerings.
While cloud-based contact center infrastructure solutions are not yet the answer for every department, contact center, or enterprise, they have altered the competitive landscape for the better. Today, end users have more vendor and solution choices than ever before, giving them unprecedented leverage to negotiate a favorable deal. DMG advises buyers to be aware that there are significant differences among available solutions. When seeking a cloud-based provider, end users must establish clear, specific business requirements, follow best practices for selecting applications, and invest the time and resources necessary to craft contracts that include vendor management programs and service level agreements to protect them for the short and long terms.
DMG Consulting’s fifth edition of its Cloud-Based Contact Center Infrastructure Market Report provides an in-depth analysis of all aspects of this booming and highly competitive IT sector. The 433-page Report gives contact center and IT managers the comprehensive 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. 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 technology investments.
Key components of this Report are:
- Overview of cloud-based/hosted contact center infrastructure technology and applications and the changing competitive landscape
- Analysis of the market trends that are attracting interest and driving innovation, and the challenges that are presenting opportunities for the hosted/cloud-based contact center infrastructure vendors
- Insights into new and emerging functionality and innovation that has recently been introduced into the market, or is planned for the next 12 to 18 months
- A balanced, impartial discussion of the pros and cons of hosted contact center infrastructure solutions, including a checklist of considerations to help determine if hosting is right for your organization
- A review of the current state of the cloud-based contact center infrastructure market and vendors, including a buyer’s guide for navigating the competitive landscape
- Vendor selection guide, including a comprehensive roadmap to help end users acquire the right solution from the right vendor at the right price
- Straightforward advice on contracts, vendor management best practices, service level agreements, and guidelines for selecting a cloud-based contact center infrastructure solution
- High-level company, financial, strategy and product overviews of the 13 leading and contending vendors
- Benefits and return on investment (ROI) from using cloud-based contact center infrastructure solutions
- Cloud-based contact center infrastructure market share analysis, adoption rate, and projections through 2015
- Detailed pricing analysis for the leading and contending vendors, and typical price ranges for the market
- Comprehensive vendor satisfaction analysis addressing 14 aspects of each vendor’s products, including their implementation, service, training, professional services, innovation and pricing
- An examination of the most common cloud-based contact center infrastructure topologies, with schematics that display how each model addresses data center redundancy, carriers, applications and services
- In-depth study of the technical and functional components of the cloud-based contact center infrastructure solutions via comprehensive side-by-side comparisons
- A detailed analysis of the best practices required for a successful cloud-based contact center infrastructure implementation
- 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
Learn More
Find out more about DMG Consulting’s 2012 - 2013 Cloud-Based Contact Center Market Report. Contact Deborah Navarra at 516.628.1098 or deborah.navarra@dmgconsult.com.
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