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2017-2018 Cloud-Based Contact Center Infrastructure Market Report

2017-2018 Cloud-Based Contact Center Infrastructure Market Report

The vendors in this exciting and adaptable market has vendors have what it takes to succeed, and this IT sector is poised for great growth and success in the next 10 years, with revenue potential in the tens of billions.

The foremost authoritative analysis of this dynamic market worldwide

2017 was the breakthrough year for the cloud-based contact center infrastructure (CBCCI) market. Momentum, which has been building for years, has created a large and lucrative ecosystem of partnerships among many types of vendors. There are over 150 CBCCI competitors world-wide, and hundreds of system integrators, value-added resellers (VARs), distributors, technology partners, and more, who are dedicated to building this sector. While this is positive for the market in general, it makes it difficult for customers, who need to differentiate between the offerings. This Report provides prospects with the information they need to help select the best CBCCI solution for their operating environment.

The CBCCI vendors have invested millions of dollars over the past 20 years to build their solutions and supporting networks. These solutions are generally much more technologically current than their premise-based counterparts. And the innovation keeps coming, including the introduction of artificial intelligence, machine learning, natural language understanding and analytics into CBCCI solutions. The CBCCI vendors are working hard to address security concerns and stay up to date with rapidly evolving security and regulatory requirements, including the Health Insurance Portability and Accountability Act (HIPAA) in the US, the world-wide payment Card Industry Data Security Standard (PCI DSS), the UK’s Data Protection Act, the BDSG Federal Data Protection Act in Germany, the upcoming EU General Data Protection Regulation (GDPR), and many more.

The CBCCI market is growing rapidly, and a tremendous untapped opportunity remains as more companies transition to the cloud. DMG estimates that the revenue size of the cloud-based contact center infrastructure market was at least $2.8 billion (excluding carrier revenue) as of the end of 2016. This represents only 11.4% of total contact center seats, so the revenue potential of this market is in the tens of billions. DMG predicts that the number of seats will grow by 22% in 2017, 22.5% in 2018, 23% in both 2019 and 2020, and then growth will slow to 21% in 2021.

DMG Consulting’s 10th annual edition of the Cloud-Based Contact Center Infrastructure Market Report presents the foremost, authoritative analysis of this dynamic and rapidly growing IT sector. The Report provides detailed coverage of the competitive landscape, vendors, products, and trends and challenges that are driving this market; it also addresses market share, projections, adoption rates, benefits, return on investment, pricing, customer satisfaction and implementation best practices.

The 2017-2018 Cloud-Based Contact Center Infrastructure Market Report covers 12 leading and contending vendors: 8×8, BroadSoft (who agreed to be acquired by Cisco), Content Guru, eLoyalty, Enghouse Interactive, Five9, Genesys, NewVoiceMedia, NICE inContact, Serenova, Sharpen and Twilio. New to the Report in 2017 are: BroadSoft, eLoyalty, Genesys, Sharpen and Twilio. 8×8, Content Guru, Enghouse Interactive, Five9, NewVoice Media, NICE inContact (NICE acquired inContact in November 2016) and Serenova were included in the 2016 – 2017 edition of this Report. The Report also includes a comprehensive Vendor Directory that lists providers of cloud-based contact center infrastructure systems around the world.

Key Reasons to Buy This Report:

  • Review of the service deployment options for cloud-based contact center infrastructure solutions
  • Overview of the core functional components of cloud-based contact center infrastructure solutions
  • High-level technical analysis of each of the 12 solutions, including their multi-tenancy, integration, security and compliance capabilities
  • The market and solution trends and challenges that are driving enterprise investments and influencing the direction of vendor research and development (R&D)
  • Cloud-based contact center infrastructure market innovation, including a review of recently introduced capabilities, and functionality that is planned to be introduced  in the next 12 – 18 months
  • Candid discussion of what end users want most from their cloud-based contact center infrastructure vendor partner
  • Examination of the omni-channel capabilities, supporting systems and applications, and best practices that is required for digital transformation
  • Practical recommendations and practices for developing and retaining agents in the Millennial workforce
  • A review of the WFO capabilities of the 12 leading and contending cloud-based contact center infrastructure vendors
  • Cloud-based contact center infrastructure market activity and market share analysis, adoption rate, and 5-year projections
  • Review and assessment of the cloud-based contact center infrastructure competitive landscape
  • Overview of the 12 leading and contending cloud-based contact center infrastructure vendors, including company snapshots, vendor go-to-market strategies and product overviews, including offerings targeted at small and mid-size businesses (SMBs)
  • In-depth side-by-side comparative analyses of the key functional and technical capabilities of the 12 featured cloud-based contact center infrastructure solutions
  • Implementation analysis, including a review of the vendors’ processes, training, professional services, support and best practices
  • Comprehensive customer satisfaction survey results that measure and rank the vendors across 19 product components and 12 categories
  • Vendor pricing analysis for 50-, 250- and 500- seat cloud-based contact center infrastructure implementations from the 12 featured providers
  • Detailed company reports for the 12 leading and contending cloud-based contact center infrastructure vendors, analyzing their products, functionality and future R&D plans
  • Cloud-Based Contact Center Infrastructure Vendor Directory
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. Service Delivery Models
    • 4.1 DMG Service Delivery Definitions
    • 4.2 Vendor Service Delivery Options
  5. Cloud-Based Contact Center Infrastructure Functional Overview
    • 5.1 Core Cloud-Based Contact Center Infrastructure Functional Components
    • 5.2 Core Cloud-Based Contact Center Infrastructure Functional Capabilities
      • 5.2.1 ACD
      • 5.2.2 IVR/IVA
      • 5.2.3 CTI
      • 5.2.4 Unified Communications
      • 5.2.5 Outbound
      • 5.2.6 CRM
      • 5.2.7 Dashboards, Reporting and Analytics
  6. Cloud-based Contact Center Infrastructure Technical Overview
    • 6.1 Core CBCCI Technical Capabilities
      • 6.1.1 Multi-Tenancy
      • 6.1.2 Integration
      • 6.1.3 Security
      • 6.1.4 Compliance Management
  7. Cloud-Based Contact Center Infrastructure Trends and Challenges
    • 7.1 Cloud-Based Contact Center Infrastructure Trends
    • 7.2 Cloud-Based Contact Center Infrastructure Challenges
  8. Cloud-Based Contact Center Infrastructure Market Innovation
    • 8.1 New Product Features
    • 8.2 Future Enhancements
  9. Cloud-Based Contact Center Vendors Deliver More Innovation with Less Effort
    • 9.1 Ease of Doing Business: One Vendor, One Solution
    • 9.2 The Quest for Highly Reliable System Performance
    • 9.3 Contact Center Expertise
    • 9.4 Ongoing Innovation
    • 9.5 Down but not Out: Disaster Recovery/ Business Continuity
    • 9.6 Cloud-Based Contact Center Infrastructure Vendor Selection Checklist
  10. Omni-Channel Contact Centers for the Digital Era
    • 10.1 Omni-Channel Contact Centers are the Future of Sales, Service and Support
    • 10.2 Building and Transitioning to an Omni-Channel Contact Center Environment
    • 10.3 The Omni-Channel Agent Experience
    • 10.4 The Omni-Channel Supervisor Experience
  11. Omni-Channel Key Performance Indicators
    • 11.1 Contact Center KPI Requirements
    • 11.2 Top Contact Center KPIs
    • 11.3 KPIs to Engage and Motivate Agents
  12. Super Agents: A Guide to Developing, Engaging and Retaining Omni-Channel Agents
    • 12.1 Agent Engagement Best Practices
    • 12.2 Good and Bad Agent Attrition
    • 12.3 Focus on Agent Retention
  13. Workforce Optimization Suites: An Ideal Complement to Cloud-Based Contact Center Infrastructure
    • 13.1 WFO Defined
    • 13.2 WFO Capabilities of Cloud-Based Contact Center Infrastructure Solutions
      • 13.2.1 Recording
      • 13.2.2 Quality Assurance/Quality Management
      • 13.2.3 Workforce Management
      • 13.2.4 Performance Management
      • 13.2.5 Gamification
      • 13.2.6 Voice of the Customer/Voice of the Employee/Surveying
    • 13.3 WFO Analytics Offerings
      • 13.3.1 Speech Analytics
      • 13.3.2 Text Analytics
      • 13.2.3 Desktop Analytics
      • 13.2.4 Robotic Process Automation
      • 13.2.5 Customer Journey Analytics
  14. Cloud-Based Contact Center Infrastructure Market  Activity Analysis
    • 14.1 Cloud-Based Contact Center Infrastructure Customers  and Seats
  15. Cloud-Based Contact Center Infrastructure Market Projections
  16. Adoption of Cloud-Based Contact Center Infrastructure Solutions
  17. Cloud-Based Contact Center Infrastructure Competitive Landscape
    • 17.1 What is a Contact Center Infrastructure Solution?
    • 17.2 Hybrid Contact Center Software
    • 17.3 What Companies Should Look For When Selecting Cloud-Based Vendors
    • 17.4 What’s Next for the Cloud-Based Contact Center Infrastructure Market
  18. CBCCI Vendors and Solutions
    • 18.1 Company Snapshot
    • 18.2 Vendor Strategy
    • 18.3 Cloud-Based Contact Center Infrastructure High-Level Functional Summary
    • 18.4 SMB Offerings
  19. Implementing and Managing a Cloud-Based Contact Center Infrastructure Solution
    • 19.1 Implementation Analysis
    • 19.2 Cloud-Based Contact Center Infrastructure Implementation Best Practices
    • 19.3 License Management
    • 19.4 Maintenance and Ongoing Support
  20. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis
    • 20.1 Summary of Survey Findings and Analysis: Vendor Categories
    • 20.2 Summary of Survey Findings and Analysis: Product Categories
      • 20.2.1 Product Satisfaction by Sub-Category and Customer
    • 20.3 Customer Background and Insights
      • 20.3.1 Customer Background
      • 20.3.2 Customer Insights
      • 20.3.3 Challenges to Address by Implementing a Cloud-Based Contact Center Infrastructure Solution
      • 20.3.4 Strengths of Cloud-Based Contact Center Infrastructure Solutions
      • 20.3.5 Product Enhancements
      • 20.3.6 Additional Comments
  21. Pricing
    • 21.1 Pricing Structure
    • 21.2 Pricing for a 50-Seat Implementation
    • 21.3 Pricing for a 250-Seat Implementation
    • 21.4 Pricing for a 500-Seat Implementation
  22. Company Reports
    • 22.1 8×8, Inc.
    • 22.2 BroadSoft, Inc.
    • 22.3 Content Guru
    • 22.4 eLoyalty, LLC (a TeleTech Company)
    • 22.5 Enghouse Interactive
    • 22.6 Five9, Inc.
    • 22.7 Genesys
    • 22.8 NewVoiceMedia
    • 22.9 NICE inContact
    • 22.10 Serenova
    • 22.11 Sharpen
    • 22.12 Twilio, Inc.

Appendix: Cloud-Based Contact Center Infrastructure Vendor Directory

Table of Figures

  • Figure 1: Service Delivery Models, Advantages and Disadvantages
  • Figure 2: DMG’s Service Delivery Definitions
  • Figure 3: Vendor Service Delivery Options
  • Figure 4: Cloud-Based Contact Center Solutions
  • Figure 5.1: Automatic Call Distributor (ACD)
  • Figure 5.2: Automatic Call Distributor (ACD)
  • Figure 6.1: IVR/IVA
  • Figure 6.2: IVR/IVA
  • Figure 7.1: Computer Telephony Integration
  • Figure 7.2: Computer Telephony Integration
  • Figure 8.1: Unified Communications
  • Figure 8.2: Unified Communications
  • Figure 9.1: Outbound Solution
  • Figure 9.2: Outbound Solution
  • Figure 10.1: Customer Relationship Management
  • Figure 10.2: Customer Relationship Management
  • Figure 11.1: Dashboards, Reporting and Analytical Capabilities
  • Figure 11.2: Dashboards, Reporting and Analytical Capabilities
  • Figure 12.1: High-Level Technical Analysis
  • Figure 12.2: High-Level Technical Analysis
  • Figure 13.1: Multi-Tenancy
  • Figure 13.2: Multi-Tenancy
  • Figure 14.1: Integration Capabilities
  • Figure 14.2: Integration Capabilities
  • Figure 15.1: Security
  • Figure 15.2: Security
  • Figure 16.1: Compliance Features
  • Figure 16.2: Compliance Features
  • Figure 17: Cloud-Based Contact Center Infrastructure Trends
  • Figure 18: Cloud-Based Contact Center Infrastructure Challenges
  • Figure 19: New Product Features, by Vendor
  • Figure 20: New Product Features, by Category
  • Figure 21: Future Enhancements, by Category
  • Figure 22: Core Functional Capabilities
  • Figure 23.1: Service Level Agreements (SLAs)
  • Figure 23.2: Service Level Agreements (SLAs)
  • Figure 24.1: Professional Services and Training
  • Figure 24.2: Professional Services and Training
  • Figure 25.1: Data Center, Back-Up, Disaster Recovery and Contingency
  • Figure 25.2: Data Center, Back-Up, Disaster Recovery and Contingency
  • Figure 26: Vendor Selection Checklist
  • Figure 27: Omni-Channel Contact Center
  • Figure 28.1: Omni-Channel Capabilities
  • Figure 28.2: Omni-Channel Capabilities
  • Figure 29.1: Agent Desktop
  • Figure 29.2: Agent Desktop
  • Figure 30.1: Supervisor Interface
  • Figure 30.2: Supervisor Interface
  • Figure 31: Contact Center KPIs
  • Figure 32: Agent Balanced Scorecard
  • Figure 33: The Super-Agent
  • Figure 34: Agent Success Cycle
  • Figure 35: Contact Center Workforce Optimization Suite
  • Figure 36.1: Recording
  • Figure 36.2: Recording
  • Figure 37.1: Quality Management (QM)
  • Figure 37.2: Quality Management (QM)
  • Figure 38: WFM Building Blocks
  • Figure 39.1: Workforce Management (WFM)
  • Figure 39.2: Workforce Management (WFM)
  • Figure 40: Historical vs. Real-Time Performance Management
  • Figure 41.1: Performance Management
  • Figure 41.2: Performance Management
  • Figure 42.1: Gamification
  • Figure 42.2: Gamification
  • Figure 43.1: Surveying/Voice of the Customer (VoC)
  • Figure 43.2: Surveying/Voice of the Customer (VoC)
  • Figure 44: What is Speech Analytics?
  • Figure 45: Historical vs. Real-Time Speech Analytics Use Cases
  • Figure 46.1: Speech Analytics
  • Figure 46.2: Speech Analytics
  • Figure 47: Text Analytics
  • Figure 48.1: Text Analytics
  • Figure 48.2: Text Analytics
  • Figure 49: Desktop Analytics Defined
  • Figure 50.1: Desktop Analytics
  • Figure 50.2: Desktop Analytics
  • Figure 51: Robotic Process Automation (RPA)
  • Figure 52.1: Robotic Process Automation (RPA) and Desktop Analytics
  • Figure 52.2: Robotic Process Automation (RPA) and Desktop Analytics
  • Figure 53: CJA Defined
  • Figure 54.1: Customer Journey Analytics (CJA)
  • Figure 54.2: Customer Journey Analytics (CJA)
  • Figure 55: 2016 Cloud-Based Contact Center Infrastructure Customers and Seats, as of July 2017
  • Figure 56: 2016 Cloud-Based Contact Center Infrastructure Market Activity, as of July 2017
  • Figure 57: Cloud-Based Contact Center Infrastructure Market Share, by Seats, as of July 2017
  • Figure 58: Cloud-Based Contact Center Infrastructure Market Share, by Customers, as of July 2017
  • Figure 59: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2016 vs. 2015 Comparison
  • Figure 60: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2016 vs. 2015 Comparison
  • Figure 61: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2016 vs. 2015 Comparison
  • Figure 62: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2016 vs. 2015 Comparison
  • Figure 63: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2008 – 2016
  • Figure 64: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2008 – 2016
  • Figure 65: Cloud-Based Contact Center Infrastructure Seat Projections, 2017 – 2021
  • Figure 66: Cloud-Based Contact Center Infrastructure Seats and Growth Rates
  • Figure 67: Cloud-Based Contact Center Infrastructure Actual 2008 – 2016 Seats and Growth Rates
  • Figure 68: Cloud-Based Contact Center Infrastructure, Projected 2017 – 2021 Seats and Growth Rates
  • Figure 69: Cloud-Based Contact Center Infrastructure Seats, Growth and Adoption Rates, 2008 – 2016
  • Figure 70.1: Company Information
  • Figure 70.2: Company Information
  • Figure 71: Vendor Strategy
  • Figure 72.1: High-Level Functional Summary
  • Figure 72.2: High-Level Functional Summary
  • Figure 73.1: Small/Mid-Size Business (SMB) Offering
  • Figure 73.2: Small/Mid-Size Business (SMB) Offering
  • Figure 74: Enterprise Resources for Cloud Contact Center Infrastructure Solutions
  • Figure 75.1: Implementation Analysis
  • Figure 75.2: Implementation Analysis
  • Figure 76.1: Implementation Analysis
  • Figure 76.2: Implementation Analysis
  • Figure 77.1: License Management
  • Figure 77.2: License Management
  • Figure 78.1: Maintenance and Ongoing Support
  • Figure 78.2: Maintenance and Ongoing Support
  • Figure 79: Customer Survey Rating Categories
  • Figure 80: Average Satisfaction Ratings, by Category
  • Figure 81: Current Product Satisfaction Ratings, by Customer
  • Figure 82: Implementation Satisfaction Ratings, by Customer
  • Figure 83: System Availability and Up-Time Satisfaction Ratings, by Customer
  • Figure 84: Professional Services Satisfaction Ratings, by Customer
  • Figure 85: Training/Workshops Satisfaction Ratings, by Customer
  • Figure 86: Service and Support Satisfaction Ratings, by Customer
  • Figure 87: System Upgrade Satisfaction Ratings, by Customer
  • Figure 88: Innovation Satisfaction Ratings, by Customer
  • Figure 89: Ease of Doing Business with the Vendor Satisfaction Ratings, by Customer
  • Figure 90: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 91: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 92: Product Pricing Satisfaction Ratings, by Customer
  • Figure 93: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 94: Product Satisfaction Ratings by Category
  • Figure 95: Omni-Channel Capabilities Satisfaction Ratings, by Customer
  • Figure 96: Multi-Skill Routing and Queuing Features Satisfaction Ratings, by Customer
  • Figure 97: Agent Interface and User Experience Satisfaction Ratings, by Customer
  • Figure 98: Supervisor Interface and User Experience Satisfaction Ratings, by Customer
  • Figure 99: IVR Features and Functionality Satisfaction Ratings, by Customer
  • Figure 100: Outbound Dialing Features and Functionality Satisfaction Ratings, by Customer
  • Figure 101: Blended (inbound/outbound) Capabilities Satisfaction Ratings, by Customer
  • Figure 102: Recording Features Satisfaction Ratings, by Customer
  • Figure 103: Quality Management/Coaching Capabilities Satisfaction Ratings, by Customer
  • Figure 104: Dashboard Satisfaction Ratings, by Customer
  • Figure 105: Real-Time Reporting Satisfaction Ratings, by Customer
  • Figure 106: Historical Reporting Satisfaction Ratings, by Customer
  • Figure 107: Ad Hoc Reporting Satisfaction Ratings, by Customer
  • Figure 108: System Security Satisfaction Ratings, by Customer
  • Figure 109: System Scalability Satisfaction Ratings, by Customer
  • Figure 110: Platform Reliability Satisfaction Ratings, by Customer
  • Figure 111: Business Continuity/Disaster Recovery Capabilities Satisfaction Ratings, by Customer
  • Figure 112: Ease of Configuration/use/Maintenance Satisfaction Ratings, by Customer
  • Figure 113: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 114: What applications do you use from your cloud-based contact center infrastructure vendor?
  • Figure 115: What channels do you use your cloud-based contact center infrastructure to support?
  • Figure 116: What were the top 3-5 challenges you were trying to address by implementing a cloud-based contact center infrastructure?
  • Figure 117: Please tell us the top 3 – 5 strengths of your cloud-based contact center infrastructure solution.
  • Figure 118: Please list the product enhancements you would like to see.
  • Figure 119: Additional comments about your experience with the vendor and/or product
  • Figure 120.1: Pricing Structure
  • Figure 120.2: Pricing Structure
  • Figure 121.1 Pricing for 50-Seat Cloud-Based Contact Center Infrastructure Solution
  • Figure 121.2 Pricing for 50-Seat Cloud-Based Contact Center Infrastructure Solution
  • Figure 122.1 Pricing for 250-Seat Cloud-Based Contact Center Infrastructure Solution
  • Figure 122.2 Pricing for 250-Seat Cloud-Based Contact Center Infrastructure Solution
  • Figure 123.1 Pricing for 500-Seat Cloud-Based Contact Center Infrastructure Solution
  • Figure 123.2 Pricing for 500-Seat Cloud-Based Contact Center Infrastructure Solution
+ Report Includes

Key Reasons to Buy This Report:

  • Review of the service deployment options for cloud-based contact center infrastructure solutions
  • Overview of the core functional components of cloud-based contact center infrastructure solutions
  • High-level technical analysis of each of the 12 solutions, including their multi-tenancy, integration, security and compliance capabilities
  • The market and solution trends and challenges that are driving enterprise investments and influencing the direction of vendor research and development (R&D)
  • Cloud-based contact center infrastructure market innovation, including a review of recently introduced capabilities, and functionality that is planned to be introduced  in the next 12 – 18 months
  • Candid discussion of what end users want most from their cloud-based contact center infrastructure vendor partner
  • Examination of the omni-channel capabilities, supporting systems and applications, and best practices that is required for digital transformation
  • Practical recommendations and practices for developing and retaining agents in the Millennial workforce
  • A review of the WFO capabilities of the 12 leading and contending cloud-based contact center infrastructure vendors
  • Cloud-based contact center infrastructure market activity and market share analysis, adoption rate, and 5-year projections
  • Review and assessment of the cloud-based contact center infrastructure competitive landscape
  • Overview of the 12 leading and contending cloud-based contact center infrastructure vendors, including company snapshots, vendor go-to-market strategies and product overviews, including offerings targeted at small and mid-size businesses (SMBs)
  • In-depth side-by-side comparative analyses of the key functional and technical capabilities of the 12 featured cloud-based contact center infrastructure solutions
  • Implementation analysis, including a review of the vendors’ processes, training, professional services, support and best practices
  • Comprehensive customer satisfaction survey results that measure and rank the vendors across 19 product components and 12 categories
  • Vendor pricing analysis for 50-, 250- and 500- seat cloud-based contact center infrastructure implementations from the 12 featured providers
  • Detailed company reports for the 12 leading and contending cloud-based contact center infrastructure vendors, analyzing their products, functionality and future R&D plans
  • Cloud-Based Contact Center Infrastructure Vendor Directory
+ Table of Contents
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. Service Delivery Models
    • 4.1 DMG Service Delivery Definitions
    • 4.2 Vendor Service Delivery Options
  5. Cloud-Based Contact Center Infrastructure Functional Overview
    • 5.1 Core Cloud-Based Contact Center Infrastructure Functional Components
    • 5.2 Core Cloud-Based Contact Center Infrastructure Functional Capabilities
      • 5.2.1 ACD
      • 5.2.2 IVR/IVA
      • 5.2.3 CTI
      • 5.2.4 Unified Communications
      • 5.2.5 Outbound
      • 5.2.6 CRM
      • 5.2.7 Dashboards, Reporting and Analytics
  6. Cloud-based Contact Center Infrastructure Technical Overview
    • 6.1 Core CBCCI Technical Capabilities
      • 6.1.1 Multi-Tenancy
      • 6.1.2 Integration
      • 6.1.3 Security
      • 6.1.4 Compliance Management
  7. Cloud-Based Contact Center Infrastructure Trends and Challenges
    • 7.1 Cloud-Based Contact Center Infrastructure Trends
    • 7.2 Cloud-Based Contact Center Infrastructure Challenges
  8. Cloud-Based Contact Center Infrastructure Market Innovation
    • 8.1 New Product Features
    • 8.2 Future Enhancements
  9. Cloud-Based Contact Center Vendors Deliver More Innovation with Less Effort
    • 9.1 Ease of Doing Business: One Vendor, One Solution
    • 9.2 The Quest for Highly Reliable System Performance
    • 9.3 Contact Center Expertise
    • 9.4 Ongoing Innovation
    • 9.5 Down but not Out: Disaster Recovery/ Business Continuity
    • 9.6 Cloud-Based Contact Center Infrastructure Vendor Selection Checklist
  10. Omni-Channel Contact Centers for the Digital Era
    • 10.1 Omni-Channel Contact Centers are the Future of Sales, Service and Support
    • 10.2 Building and Transitioning to an Omni-Channel Contact Center Environment
    • 10.3 The Omni-Channel Agent Experience
    • 10.4 The Omni-Channel Supervisor Experience
  11. Omni-Channel Key Performance Indicators
    • 11.1 Contact Center KPI Requirements
    • 11.2 Top Contact Center KPIs
    • 11.3 KPIs to Engage and Motivate Agents
  12. Super Agents: A Guide to Developing, Engaging and Retaining Omni-Channel Agents
    • 12.1 Agent Engagement Best Practices
    • 12.2 Good and Bad Agent Attrition
    • 12.3 Focus on Agent Retention
  13. Workforce Optimization Suites: An Ideal Complement to Cloud-Based Contact Center Infrastructure
    • 13.1 WFO Defined
    • 13.2 WFO Capabilities of Cloud-Based Contact Center Infrastructure Solutions
      • 13.2.1 Recording
      • 13.2.2 Quality Assurance/Quality Management
      • 13.2.3 Workforce Management
      • 13.2.4 Performance Management
      • 13.2.5 Gamification
      • 13.2.6 Voice of the Customer/Voice of the Employee/Surveying
    • 13.3 WFO Analytics Offerings
      • 13.3.1 Speech Analytics
      • 13.3.2 Text Analytics
      • 13.2.3 Desktop Analytics
      • 13.2.4 Robotic Process Automation
      • 13.2.5 Customer Journey Analytics
  14. Cloud-Based Contact Center Infrastructure Market  Activity Analysis
    • 14.1 Cloud-Based Contact Center Infrastructure Customers  and Seats
  15. Cloud-Based Contact Center Infrastructure Market Projections
  16. Adoption of Cloud-Based Contact Center Infrastructure Solutions
  17. Cloud-Based Contact Center Infrastructure Competitive Landscape
    • 17.1 What is a Contact Center Infrastructure Solution?
    • 17.2 Hybrid Contact Center Software
    • 17.3 What Companies Should Look For When Selecting Cloud-Based Vendors
    • 17.4 What’s Next for the Cloud-Based Contact Center Infrastructure Market
  18. CBCCI Vendors and Solutions
    • 18.1 Company Snapshot
    • 18.2 Vendor Strategy
    • 18.3 Cloud-Based Contact Center Infrastructure High-Level Functional Summary
    • 18.4 SMB Offerings
  19. Implementing and Managing a Cloud-Based Contact Center Infrastructure Solution
    • 19.1 Implementation Analysis
    • 19.2 Cloud-Based Contact Center Infrastructure Implementation Best Practices
    • 19.3 License Management
    • 19.4 Maintenance and Ongoing Support
  20. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis
    • 20.1 Summary of Survey Findings and Analysis: Vendor Categories
    • 20.2 Summary of Survey Findings and Analysis: Product Categories
      • 20.2.1 Product Satisfaction by Sub-Category and Customer
    • 20.3 Customer Background and Insights
      • 20.3.1 Customer Background
      • 20.3.2 Customer Insights
      • 20.3.3 Challenges to Address by Implementing a Cloud-Based Contact Center Infrastructure Solution
      • 20.3.4 Strengths of Cloud-Based Contact Center Infrastructure Solutions
      • 20.3.5 Product Enhancements
      • 20.3.6 Additional Comments
  21. Pricing
    • 21.1 Pricing Structure
    • 21.2 Pricing for a 50-Seat Implementation
    • 21.3 Pricing for a 250-Seat Implementation
    • 21.4 Pricing for a 500-Seat Implementation
  22. Company Reports
    • 22.1 8×8, Inc.
    • 22.2 BroadSoft, Inc.
    • 22.3 Content Guru
    • 22.4 eLoyalty, LLC (a TeleTech Company)
    • 22.5 Enghouse Interactive
    • 22.6 Five9, Inc.
    • 22.7 Genesys
    • 22.8 NewVoiceMedia
    • 22.9 NICE inContact
    • 22.10 Serenova
    • 22.11 Sharpen
    • 22.12 Twilio, Inc.

Appendix: Cloud-Based Contact Center Infrastructure Vendor Directory

Table of Figures

  • Figure 1: Service Delivery Models, Advantages and Disadvantages
  • Figure 2: DMG’s Service Delivery Definitions
  • Figure 3: Vendor Service Delivery Options
  • Figure 4: Cloud-Based Contact Center Solutions
  • Figure 5.1: Automatic Call Distributor (ACD)
  • Figure 5.2: Automatic Call Distributor (ACD)
  • Figure 6.1: IVR/IVA
  • Figure 6.2: IVR/IVA
  • Figure 7.1: Computer Telephony Integration
  • Figure 7.2: Computer Telephony Integration
  • Figure 8.1: Unified Communications
  • Figure 8.2: Unified Communications
  • Figure 9.1: Outbound Solution
  • Figure 9.2: Outbound Solution
  • Figure 10.1: Customer Relationship Management
  • Figure 10.2: Customer Relationship Management
  • Figure 11.1: Dashboards, Reporting and Analytical Capabilities
  • Figure 11.2: Dashboards, Reporting and Analytical Capabilities
  • Figure 12.1: High-Level Technical Analysis
  • Figure 12.2: High-Level Technical Analysis
  • Figure 13.1: Multi-Tenancy
  • Figure 13.2: Multi-Tenancy
  • Figure 14.1: Integration Capabilities
  • Figure 14.2: Integration Capabilities
  • Figure 15.1: Security
  • Figure 15.2: Security
  • Figure 16.1: Compliance Features
  • Figure 16.2: Compliance Features
  • Figure 17: Cloud-Based Contact Center Infrastructure Trends
  • Figure 18: Cloud-Based Contact Center Infrastructure Challenges
  • Figure 19: New Product Features, by Vendor
  • Figure 20: New Product Features, by Category
  • Figure 21: Future Enhancements, by Category
  • Figure 22: Core Functional Capabilities
  • Figure 23.1: Service Level Agreements (SLAs)
  • Figure 23.2: Service Level Agreements (SLAs)
  • Figure 24.1: Professional Services and Training
  • Figure 24.2: Professional Services and Training
  • Figure 25.1: Data Center, Back-Up, Disaster Recovery and Contingency
  • Figure 25.2: Data Center, Back-Up, Disaster Recovery and Contingency
  • Figure 26: Vendor Selection Checklist
  • Figure 27: Omni-Channel Contact Center
  • Figure 28.1: Omni-Channel Capabilities
  • Figure 28.2: Omni-Channel Capabilities
  • Figure 29.1: Agent Desktop
  • Figure 29.2: Agent Desktop
  • Figure 30.1: Supervisor Interface
  • Figure 30.2: Supervisor Interface
  • Figure 31: Contact Center KPIs
  • Figure 32: Agent Balanced Scorecard
  • Figure 33: The Super-Agent
  • Figure 34: Agent Success Cycle
  • Figure 35: Contact Center Workforce Optimization Suite
  • Figure 36.1: Recording
  • Figure 36.2: Recording
  • Figure 37.1: Quality Management (QM)
  • Figure 37.2: Quality Management (QM)
  • Figure 38: WFM Building Blocks
  • Figure 39.1: Workforce Management (WFM)
  • Figure 39.2: Workforce Management (WFM)
  • Figure 40: Historical vs. Real-Time Performance Management
  • Figure 41.1: Performance Management
  • Figure 41.2: Performance Management
  • Figure 42.1: Gamification
  • Figure 42.2: Gamification
  • Figure 43.1: Surveying/Voice of the Customer (VoC)
  • Figure 43.2: Surveying/Voice of the Customer (VoC)
  • Figure 44: What is Speech Analytics?
  • Figure 45: Historical vs. Real-Time Speech Analytics Use Cases
  • Figure 46.1: Speech Analytics
  • Figure 46.2: Speech Analytics
  • Figure 47: Text Analytics
  • Figure 48.1: Text Analytics
  • Figure 48.2: Text Analytics
  • Figure 49: Desktop Analytics Defined
  • Figure 50.1: Desktop Analytics
  • Figure 50.2: Desktop Analytics
  • Figure 51: Robotic Process Automation (RPA)
  • Figure 52.1: Robotic Process Automation (RPA) and Desktop Analytics
  • Figure 52.2: Robotic Process Automation (RPA) and Desktop Analytics
  • Figure 53: CJA Defined
  • Figure 54.1: Customer Journey Analytics (CJA)
  • Figure 54.2: Customer Journey Analytics (CJA)
  • Figure 55: 2016 Cloud-Based Contact Center Infrastructure Customers and Seats, as of July 2017
  • Figure 56: 2016 Cloud-Based Contact Center Infrastructure Market Activity, as of July 2017
  • Figure 57: Cloud-Based Contact Center Infrastructure Market Share, by Seats, as of July 2017
  • Figure 58: Cloud-Based Contact Center Infrastructure Market Share, by Customers, as of July 2017
  • Figure 59: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2016 vs. 2015 Comparison
  • Figure 60: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2016 vs. 2015 Comparison
  • Figure 61: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2016 vs. 2015 Comparison
  • Figure 62: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2016 vs. 2015 Comparison
  • Figure 63: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2008 – 2016
  • Figure 64: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2008 – 2016
  • Figure 65: Cloud-Based Contact Center Infrastructure Seat Projections, 2017 – 2021
  • Figure 66: Cloud-Based Contact Center Infrastructure Seats and Growth Rates
  • Figure 67: Cloud-Based Contact Center Infrastructure Actual 2008 – 2016 Seats and Growth Rates
  • Figure 68: Cloud-Based Contact Center Infrastructure, Projected 2017 – 2021 Seats and Growth Rates
  • Figure 69: Cloud-Based Contact Center Infrastructure Seats, Growth and Adoption Rates, 2008 – 2016
  • Figure 70.1: Company Information
  • Figure 70.2: Company Information
  • Figure 71: Vendor Strategy
  • Figure 72.1: High-Level Functional Summary
  • Figure 72.2: High-Level Functional Summary
  • Figure 73.1: Small/Mid-Size Business (SMB) Offering
  • Figure 73.2: Small/Mid-Size Business (SMB) Offering
  • Figure 74: Enterprise Resources for Cloud Contact Center Infrastructure Solutions
  • Figure 75.1: Implementation Analysis
  • Figure 75.2: Implementation Analysis
  • Figure 76.1: Implementation Analysis
  • Figure 76.2: Implementation Analysis
  • Figure 77.1: License Management
  • Figure 77.2: License Management
  • Figure 78.1: Maintenance and Ongoing Support
  • Figure 78.2: Maintenance and Ongoing Support
  • Figure 79: Customer Survey Rating Categories
  • Figure 80: Average Satisfaction Ratings, by Category
  • Figure 81: Current Product Satisfaction Ratings, by Customer
  • Figure 82: Implementation Satisfaction Ratings, by Customer
  • Figure 83: System Availability and Up-Time Satisfaction Ratings, by Customer
  • Figure 84: Professional Services Satisfaction Ratings, by Customer
  • Figure 85: Training/Workshops Satisfaction Ratings, by Customer
  • Figure 86: Service and Support Satisfaction Ratings, by Customer
  • Figure 87: System Upgrade Satisfaction Ratings, by Customer
  • Figure 88: Innovation Satisfaction Ratings, by Customer
  • Figure 89: Ease of Doing Business with the Vendor Satisfaction Ratings, by Customer
  • Figure 90: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 91: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 92: Product Pricing Satisfaction Ratings, by Customer
  • Figure 93: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 94: Product Satisfaction Ratings by Category
  • Figure 95: Omni-Channel Capabilities Satisfaction Ratings, by Customer
  • Figure 96: Multi-Skill Routing and Queuing Features Satisfaction Ratings, by Customer
  • Figure 97: Agent Interface and User Experience Satisfaction Ratings, by Customer
  • Figure 98: Supervisor Interface and User Experience Satisfaction Ratings, by Customer
  • Figure 99: IVR Features and Functionality Satisfaction Ratings, by Customer
  • Figure 100: Outbound Dialing Features and Functionality Satisfaction Ratings, by Customer
  • Figure 101: Blended (inbound/outbound) Capabilities Satisfaction Ratings, by Customer
  • Figure 102: Recording Features Satisfaction Ratings, by Customer
  • Figure 103: Quality Management/Coaching Capabilities Satisfaction Ratings, by Customer
  • Figure 104: Dashboard Satisfaction Ratings, by Customer
  • Figure 105: Real-Time Reporting Satisfaction Ratings, by Customer
  • Figure 106: Historical Reporting Satisfaction Ratings, by Customer
  • Figure 107: Ad Hoc Reporting Satisfaction Ratings, by Customer
  • Figure 108: System Security Satisfaction Ratings, by Customer
  • Figure 109: System Scalability Satisfaction Ratings, by Customer
  • Figure 110: Platform Reliability Satisfaction Ratings, by Customer
  • Figure 111: Business Continuity/Disaster Recovery Capabilities Satisfaction Ratings, by Customer
  • Figure 112: Ease of Configuration/use/Maintenance Satisfaction Ratings, by Customer
  • Figure 113: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 114: What applications do you use from your cloud-based contact center infrastructure vendor?
  • Figure 115: What channels do you use your cloud-based contact center infrastructure to support?
  • Figure 116: What were the top 3-5 challenges you were trying to address by implementing a cloud-based contact center infrastructure?
  • Figure 117: Please tell us the top 3 – 5 strengths of your cloud-based contact center infrastructure solution.
  • Figure 118: Please list the product enhancements you would like to see.
  • Figure 119: Additional comments about your experience with the vendor and/or product
  • Figure 120.1: Pricing Structure
  • Figure 120.2: Pricing Structure
  • Figure 121.1 Pricing for 50-Seat Cloud-Based Contact Center Infrastructure Solution
  • Figure 121.2 Pricing for 50-Seat Cloud-Based Contact Center Infrastructure Solution
  • Figure 122.1 Pricing for 250-Seat Cloud-Based Contact Center Infrastructure Solution
  • Figure 122.2 Pricing for 250-Seat Cloud-Based Contact Center Infrastructure Solution
  • Figure 123.1 Pricing for 500-Seat Cloud-Based Contact Center Infrastructure Solution
  • Figure 123.2 Pricing for 500-Seat Cloud-Based Contact Center Infrastructure Solution
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