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2018-2019 Cloud-Based Contact Center Infrastructure Market Report

2018-2019 Cloud-Based Contact Center Infrastructure Market Report

Cloud-based contact center infrastructure (CBCCI) solutions are coming of age: The advantages of hosted/SaaS applications in the cloud are no longer the sole value proposition for buying a CBCCI solution.  These solutions are compelling because the vendors are delivering outstanding and differentiated capabilities, either natively, by acquisition, or through integrations with best-of-breed providers.

Authoritative, foremost analysis of this important contact center sector

The past year was excellent for the cloud-based contact center infrastructure market. The vast majority of sales were to existing contact centers that were being migrated to the cloud. The introduction of contact center platforms from companies such as Amazon and Twilio is having a positive and disruptive impact on the CBCCI market and contributing to its growth. The new paradigm of “platform as a service” means that customized solutions can be created and deployed quickly; application programming interfaces (APIs) are being used to build out functional capabilities rapidly and easily.

The growth rate of the cloud-based contact center infrastructure market was 25.4%, surpassing DMG’s 2017 projection of 22%. DMG remains bullish on this IT market, particularly now that some of the larger contact centers are either moving to the cloud, albeit not all of their seats at once, or considering a move. DMG expects the market to grow at a minimum of 22.5% in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022.

DMG’s 11th annual edition of the Cloud-Based Contact Center Infrastructure Product and Market Report, presents the most comprehensive, authoritative analysis of this important and maturing IT sector. The Report examines the competitive landscape, and trends and challenges that are influencing the CBCCI market. It explores market innovation, products, benefits, return on investment, pricing and implementation best practices. The Report also analyzes market dynamics, the vendors’ market share, adoption rates and projections, as well as customer survey results that measure and track satisfaction with the vendors and their products.

The 2018 – 2019 edition of the Cloud-Based Contact Center Product and Market Report features 10 leading and contending vendors: 8×8, Cisco, Content Guru, Five9, Genesys, NewVoiceMedia, NICE inContact, Serenova, Sharpen and Twilio. The Report also includes a comprehensive Vendor Directory that lists providers of cloud-based contact center infrastructure systems and applications for contact centers and customer service organizations worldwide.

Report includes:

  • Overview of the core functional components of cloud-based contact center infrastructure solutions
  • Functional overview of cloud-based contact center infrastructure solutions, including underlying technical components, core and optional modules
  • High-level functional and technical analysis of each of the 10 featured solutions
  • Service deployment options for cloud-based contact center infrastructure solutions
  • Market trends and challenges that are driving investments and innovation
  • Cloud-based contact center infrastructure market innovation, including a review of recently introduced functionality and what is planned for the next 12 – 18 months
  • Insights into the synergetic relationship between workforce optimization (WFO) and cloud-based contact center infrastructure solutions, and why the functions and benefits of the individual applications increase exponentially when they are used together
  • Timely discussion about how the emergence of artificial intelligence and machine learning-enabled contact center solutions will usher in a new era of adaptive and proactive service
  • Examination of how cloud-based contact center infrastructure solutions help small and mid-size (SMB) businesses address their common challenges and guidelines on how to build a compelling business case
  • Cloud-based contact center infrastructure market activity and market share analysis, adoption rate, and 5-year projections
  • Review of the cloud-based contact center infrastructure competitive landscape
  • Overview of the 10 leading and contending cloud-based contact center infrastructure vendors, including company snapshots and product overviews
  • In-depth side-by-side comparative analyses of the key functional and technical capabilities of the 10 featured cloud-based contact center infrastructure solutions
  • Implementation analysis, including vendor best practices, service-level agreements and license management
  • Comprehensive vendor satisfaction survey results that measure and rank the vendors across 20 product components and 13 vendor categories
  • Vendor pricing analysis for 50-, 250- and 500-seat cloud-based contact center infrastructure implementations
  • Detailed company reports for the 10 leading and contending cloud-based contact center infrastructure vendors, analyzing their products, functionality and future research and development (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. Cloud-Based Contact Center Infrastructure Functional Overview
    • 4.1 Core Cloud-Based Contact Center Infrastructure Functional Components
    • 4.2 High-Level Functional Summary
    • 4.3 High-Level Technical Summary
  5. Vendor Service Delivery Models
    • 5.1 DMG Service Delivery Definitions
    • 5.2 Vendor Service Delivery Options
  6. Cloud-Based Contact Center Infrastructure Market Trends
  7. Cloud-Based Contact Center Infrastructure Market Challenges
  8. CBCCI Market Innovation
    • 8.1 New Product Features
    • 8.2 Future Enhancements
  9. It’s Mutual; CBCCI and WFO are Better Together
    • 9.1 Workforce Optimization Defined
    • 9.2 Cloud-Based Contact Center Infrastructure Vendor WFO Capabilities
  10. Working Smarter with AI, Machine Learning and Analytics
    • 10.1 Vendor Artificial Intelligence, Machine Learning and Automation Capabilities
    • 10.2 Analytics for Business Intelligence and Insights
  11. Cloud-Based Contact Center Infrastructure Helps Small/Mid-Size Organizations Address their Growing Pains
    • 11.1 Common SMB Business Challenges and their Solutions
    • 11.2 Building a Business Case
    • 11.3 Vendor SMB Offerings
  12. Cloud-Based Contact Center Infrastructure Market Activity Analysis
    • 12.1 Cloud-Based Contact Center Infrastructure Customers and Seats
  13. Adoption of Cloud-Based Contact Center Infrastructure Solutions
  14. Cloud-Based Contact Center Infrastructure Market Projections
  15. Cloud-Based Contact Center Infrastructure Competitive Landscape
  16. Cloud-Based Contact Center Infrastructure Vendors and Solutions
    • 16.1 Company Snapshot
    • 16.2 Vendor Offerings and Products
  17. Cloud-Based Contact Center Infrastructure Functional Analysis
    • 17.1 ACD
    • 17.2 CTI
    • 17.3 IVR/IVA
    • 17.4 UC
    • 17.5 CRM
    • 17.6 UI
    • 17.7 Omni-Channel Support
    • 17.8 Outbound
    • 17.9 Dashboards, Reporting and Analytics
  18. CBCCI Technical Analysis
    • 18.1 Multi-Tenancy
    • 18.2 Integration
    • 18.3 Security
    • 18.4 Business Continuity/Disaster Recovery (BC/DR)
    • 18.5 Compliance Management
  19. Implementing and Managing a CBCCI Solution
    • 19.1 Vendor Implementation Best Practices
    • 19.2 Service-Level Agreements (SLAs)
    • 19.3 License Management
  20. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis
    • 20.1 Summary of Survey Findings and Analysis: Vendor Categories
      • 20.1.1 Vendor Satisfaction by Sub-Category and Customer
    • 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 Vendor Applications Used
      • 20.3.2 Channels Supported
      • 20.3.3 Top Purchasing Drivers
      • 20.3.4 Engineering a Better Customer Experience
      • 20.3.5 Strengths of Cloud-Based Contact Center Infrastructure Solutions
      • 20.3.6 Product Enhancements
      • 20.3.7 Additional Comments
  21. Pricing
    • 21.1 Pricing Structure
    • 21.2 Pricing for a 50-Seat CBCCI Solution
    • 21.3 Pricing for a 250-Seat CBCCI Solution
    • 21.4 Pricing for a 500-Seat Implementation
  22. Company Reports
    • 22.1 8×8, Inc.
    • 22.2 Cisco Systems
    • 22.3 Content Guru
    • 22.4 Five9, Inc.
    • 22.5 Genesys
    • 22.6 NewVoiceMedia
    • 22.7 NICE inContact
    • 22.8 Serenova
    • 22.9 Sharpen Technologies
    • 22.10 Twilio, Inc.

Appendix: Cloud-Based Contact Center Infrastructure Vendor Directory

Table of Figures

    • Figure 1: Cloud-Based Contact Center Solutions
    • Figure 2.1: High-Level Functional Summary
    • Figure 2.2: High-Level Functional Summary
    • Figure 3.1: High-Level Technical Analysis
    • Figure 3.2: High-Level Technical Analysis
    • Figure 4: Service Delivery Models, Advantages and Disadvantages
    • Figure 5: DMG’s Service Delivery Definitions
    • Figure 6: Vendor Service Delivery Options
    • Figure 7: Cloud-Based Contact Center Infrastructure Market Trends for 2018
    • Figure 8: Cloud-Based Contact Center Infrastructure Market Challenges for 2018
    • Figure 9: New Product Features
    • Figure 10: Future Enhancements, by Category
    • Figure 11: Contact Center Workforce Optimization Suite
    • Figure 12.1: WFO Capabilities
    • Figure 12.2 WFO Capabilities
    • Figure 13: Adaptive and Proactive Service
    • Figure 14.1: Artificial Intelligence, Machine Learning and Automation
    • Figure 14.2: Artificial Intelligence, Machine Learning and Automation
    • Figure 15.1: Analytics
    • Figure 15.2: Analytics
    • Figure 16: Top Contact Center Investment Drivers
    • Figure 17: Common SMB Business Challenges and their Solutions
    • Figure 18: Benefits of a Cloud-Based Deployment Model
    • Figure 19: Senior Management Presentation
    • Figure 20: Typical Cash Flow and Payback Analysis
    • Figure 21.1: SMB Offerings
    • Figure 21.2: SMB Offerings
    • Figure 22: 2017 Cloud-Based Contact Center Infrastructure Customers and Seats, as of July 2018
    • Figure 23: 2017 Cloud-Based Contact Center Infrastructure Market Activity, as of July 2018
    • Figure 24: Cloud-Based Contact Center Infrastructure Market Share, by Seats, as of July 2018
    • Figure 25: Cloud-Based Contact Center Infrastructure Market Share, by Customers, as of July 2018
    • Figure 26: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2017 vs. 2016 Comparison
    • Figure 27: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2017 vs. 2016 Comparison
    • Figure 28: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2017 vs. 2016 Comparison
    • Figure 29: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2017 vs. 2016 Comparison
    • Figure 30: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2008 – 2017
    • Figure 31: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2008 – 2017
    • Figure 32: Cloud-Based Contact Center Infrastructure Seats, Growth and Adoption Rates, 2008 – 2017
    • Figure 33: Cloud-Based Contact Center Infrastucture Seat Projections, 2018 – 2022
    • Figure 34.1: Company Information
    • Figure 34.2: Company Information
    • Figure 35: Product Information
    • Figure 36.1: Automatic Call Distributor (ACD)
    • Figure 36.2: Automatic Call Distributor (ACD)
    • Figure 37.1: CTI
    • Figure 37.2: CTI
    • Figure 38.1: IVR/IVA
    • Figure 38.2: IVR/IVA
    • Figure 39.1: UC
    • Figure 39.2: UC
    • Figure 40.1: CRM
    • Figure 40.2: CRM
    • Figure 41.1: User Interface
    • Figure 41.2: User Interface
    • Figure 42.1: Omni-Channel Support
    • Figure 42.2: Omni-Channel Support
    • Figure 43.1: Outbound
    • Figure 43.2: Outbound
    • Figure 44.1: Dashboards, Reporting and Analytics
    • Figure 44.2: Dashboards, Reporting and Analytics
    • Figure 45.1: Multi-Tenancy
    • Figure 45.2: Multi-Tenancy
    • Figure 46.1: Integration
    • Figure 46.2: Integration
    • Figure 47.1: Security
    • Figure 47.2: Security
    • Figure 48.1: Data Center, Back-Up, Disaster Recovery (DR) and Business Continuity (BC)
    • Figure 48.2: Data Center, Back-Up, Disaster Recovery (DR) and Business Continuity (BC)
    • Figure 49.1: Compliance Features
    • Figure 49.2: Compliance Features
    • Figure 50.1: Implementation Analysis
    • Figure 50.2: Implementation Analysis
    • Figure 51.1: Vendor Implementation Best Practices
    • Figure 51.2: Vendor Implementation Best Practices
    • Figure 52.1: SLAs
    • Figure 52.2: SLAs
    • Figure 53.1: License Management
    • Figure 53.2: License Management
    • Figure 54: Customer Survey Rating Categories
    • Figure 55: Average Satisfaction Ratings, by Category
    • Figure 56: Current Product Satisfaction Ratings, by Customer
    • Figure 57: Implementation Satisfaction Ratings, by Customer
    • Figure 58: System Availability/Up-Time Satisfaction Ratings, by Customer
    • Figure 59: Professional Services Satisfaction Ratings, by Customer
    • Figure 60: Training Satisfaction Ratings, by Customer
    • Figure 61: Ongoing Service and Support Satisfaction Ratings, by Customer
    • Figure 62: System Upgrades Satisfaction Ratings, by Customer
    • Figure 63: Innovation Satisfaction Ratings, by Customer
    • Figure 64: Ease of Doing Business Satisfaction Ratings, by Customer
    • Figure 65: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
    • Figure 66: Vendor Communication Satisfaction Ratings, by Customer
    • Figure 67: Product Pricing Satisfaction Ratings, by Customer
    • Figure 68: Overall Vendor Satisfaction Ratings, by Customer
    • Figure 69: Product Satisfaction Ratings by Category
    • Figure 70: Omni-Channel Capabilities Satisfaction Ratings, by Customer
    • Figure 71: Multi-Skill Routing and Queuing Features Satisfaction Ratings, by Customer
    • Figure 72: Agent Interface and User Experience Satisfaction Ratings, by Customer
    • Figure 73: Supervisor Interface and User Experience Satisfaction Ratings, by Customer
    • Figure 74: Administrator Interface and User Experience Satisfaction Ratings, by Customer
    • Figure 75: IVR Features and Functionality Satisfaction Ratings, by Customer
    • Figure 76: Outbound Dialing and Campaign Management Features and Functionality Satisfaction Ratings, by Customer
    • Figure 77: Recording Features Satisfaction Ratings, by Customer
    • Figure 78: Quality Management/Coaching Capabilities Satisfaction Ratings, by Customer
    • Figure 79: Artificial Intelligence/Machine Learning Capabilities Satisfaction Ratings, by Customer
    • Figure 80: Automation Capabilities Satisfaction Ratings, by Customer
    • Figure 81: Reporting/Dashboards Satisfaction Ratings, by Customer
    • Figure 82: Business Intelligence Capabilities Satisfaction Ratings, by Customer
    • Figure 83: Compliance Features Satisfaction Ratings, by Customer
    • Figure 84: System Security Satisfaction Ratings, by Customer
    • Figure 85: System Scalability Satisfaction Ratings, by Customer
    • Figure 86: Platform Reliability Satisfaction Ratings, by Customer
    • Figure 87: Business Continuity/Disaster Recovery Capabilities Satisfaction Ratings, by Customer
    • Figure 88: Ease of Configuration/Use/Maintenance Satisfaction Ratings, by Customer
    • Figure 89: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
    • Figure 90: What applications do you use from your cloud-based contact center infrastructure vendor?
    • Figure 91: What channels do you use your cloud-based contact center infrastructure to support?
    • Figure 92: What were your top 3 – 5 reasons for choosing a cloud-based contact center infrastructure solution?
    • Figure 93: What are the top 3 – 5 ways that your cloud-based contact center infrastructure solution helps you engineer a better customer experience?
    • Figure 94: Please tell us the top 3 – 5 strengths of your cloud-based contact center infrastructure solution.
    • Figure 95: Please list the product enhancements/additional capabilities you would like to see.
    • Figure 96: Additional comments about your experience with the vendor and/or product.
    • Figure 97.1: Pricing Structure
    • Figure 97.2: Pricing Structure
    • Figure 98.1: Pricing for a 50-Seat Cloud-Based Contact Center Infrastructure Implementation
    • Figure 98.2: Pricing for a 50-Seat Cloud-Based Contact Center Infrastructure Implementation
    • Figure 99.1: Pricing for a 250-Seat Cloud-Based Contact Center Infrastructure Implementation
    • Figure 99.2: Pricing for a 250-Seat Cloud-Based Contact Center Infrastructure Implementation
    • Figure 100.1: Pricing for a 500-Seat Cloud-Based Contact Center Infrastructure Implementation
    • Figure 100.2: Pricing for a 500-Seat Cloud-Based Contact Center Infrastructure Implementation
+ Report Includes

Report includes:

  • Overview of the core functional components of cloud-based contact center infrastructure solutions
  • Functional overview of cloud-based contact center infrastructure solutions, including underlying technical components, core and optional modules
  • High-level functional and technical analysis of each of the 10 featured solutions
  • Service deployment options for cloud-based contact center infrastructure solutions
  • Market trends and challenges that are driving investments and innovation
  • Cloud-based contact center infrastructure market innovation, including a review of recently introduced functionality and what is planned for the next 12 – 18 months
  • Insights into the synergetic relationship between workforce optimization (WFO) and cloud-based contact center infrastructure solutions, and why the functions and benefits of the individual applications increase exponentially when they are used together
  • Timely discussion about how the emergence of artificial intelligence and machine learning-enabled contact center solutions will usher in a new era of adaptive and proactive service
  • Examination of how cloud-based contact center infrastructure solutions help small and mid-size (SMB) businesses address their common challenges and guidelines on how to build a compelling business case
  • Cloud-based contact center infrastructure market activity and market share analysis, adoption rate, and 5-year projections
  • Review of the cloud-based contact center infrastructure competitive landscape
  • Overview of the 10 leading and contending cloud-based contact center infrastructure vendors, including company snapshots and product overviews
  • In-depth side-by-side comparative analyses of the key functional and technical capabilities of the 10 featured cloud-based contact center infrastructure solutions
  • Implementation analysis, including vendor best practices, service-level agreements and license management
  • Comprehensive vendor satisfaction survey results that measure and rank the vendors across 20 product components and 13 vendor categories
  • Vendor pricing analysis for 50-, 250- and 500-seat cloud-based contact center infrastructure implementations
  • Detailed company reports for the 10 leading and contending cloud-based contact center infrastructure vendors, analyzing their products, functionality and future research and development (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. Cloud-Based Contact Center Infrastructure Functional Overview
    • 4.1 Core Cloud-Based Contact Center Infrastructure Functional Components
    • 4.2 High-Level Functional Summary
    • 4.3 High-Level Technical Summary
  5. Vendor Service Delivery Models
    • 5.1 DMG Service Delivery Definitions
    • 5.2 Vendor Service Delivery Options
  6. Cloud-Based Contact Center Infrastructure Market Trends
  7. Cloud-Based Contact Center Infrastructure Market Challenges
  8. CBCCI Market Innovation
    • 8.1 New Product Features
    • 8.2 Future Enhancements
  9. It’s Mutual; CBCCI and WFO are Better Together
    • 9.1 Workforce Optimization Defined
    • 9.2 Cloud-Based Contact Center Infrastructure Vendor WFO Capabilities
  10. Working Smarter with AI, Machine Learning and Analytics
    • 10.1 Vendor Artificial Intelligence, Machine Learning and Automation Capabilities
    • 10.2 Analytics for Business Intelligence and Insights
  11. Cloud-Based Contact Center Infrastructure Helps Small/Mid-Size Organizations Address their Growing Pains
    • 11.1 Common SMB Business Challenges and their Solutions
    • 11.2 Building a Business Case
    • 11.3 Vendor SMB Offerings
  12. Cloud-Based Contact Center Infrastructure Market Activity Analysis
    • 12.1 Cloud-Based Contact Center Infrastructure Customers and Seats
  13. Adoption of Cloud-Based Contact Center Infrastructure Solutions
  14. Cloud-Based Contact Center Infrastructure Market Projections
  15. Cloud-Based Contact Center Infrastructure Competitive Landscape
  16. Cloud-Based Contact Center Infrastructure Vendors and Solutions
    • 16.1 Company Snapshot
    • 16.2 Vendor Offerings and Products
  17. Cloud-Based Contact Center Infrastructure Functional Analysis
    • 17.1 ACD
    • 17.2 CTI
    • 17.3 IVR/IVA
    • 17.4 UC
    • 17.5 CRM
    • 17.6 UI
    • 17.7 Omni-Channel Support
    • 17.8 Outbound
    • 17.9 Dashboards, Reporting and Analytics
  18. CBCCI Technical Analysis
    • 18.1 Multi-Tenancy
    • 18.2 Integration
    • 18.3 Security
    • 18.4 Business Continuity/Disaster Recovery (BC/DR)
    • 18.5 Compliance Management
  19. Implementing and Managing a CBCCI Solution
    • 19.1 Vendor Implementation Best Practices
    • 19.2 Service-Level Agreements (SLAs)
    • 19.3 License Management
  20. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis
    • 20.1 Summary of Survey Findings and Analysis: Vendor Categories
      • 20.1.1 Vendor Satisfaction by Sub-Category and Customer
    • 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 Vendor Applications Used
      • 20.3.2 Channels Supported
      • 20.3.3 Top Purchasing Drivers
      • 20.3.4 Engineering a Better Customer Experience
      • 20.3.5 Strengths of Cloud-Based Contact Center Infrastructure Solutions
      • 20.3.6 Product Enhancements
      • 20.3.7 Additional Comments
  21. Pricing
    • 21.1 Pricing Structure
    • 21.2 Pricing for a 50-Seat CBCCI Solution
    • 21.3 Pricing for a 250-Seat CBCCI Solution
    • 21.4 Pricing for a 500-Seat Implementation
  22. Company Reports
    • 22.1 8×8, Inc.
    • 22.2 Cisco Systems
    • 22.3 Content Guru
    • 22.4 Five9, Inc.
    • 22.5 Genesys
    • 22.6 NewVoiceMedia
    • 22.7 NICE inContact
    • 22.8 Serenova
    • 22.9 Sharpen Technologies
    • 22.10 Twilio, Inc.

Appendix: Cloud-Based Contact Center Infrastructure Vendor Directory

Table of Figures

    • Figure 1: Cloud-Based Contact Center Solutions
    • Figure 2.1: High-Level Functional Summary
    • Figure 2.2: High-Level Functional Summary
    • Figure 3.1: High-Level Technical Analysis
    • Figure 3.2: High-Level Technical Analysis
    • Figure 4: Service Delivery Models, Advantages and Disadvantages
    • Figure 5: DMG’s Service Delivery Definitions
    • Figure 6: Vendor Service Delivery Options
    • Figure 7: Cloud-Based Contact Center Infrastructure Market Trends for 2018
    • Figure 8: Cloud-Based Contact Center Infrastructure Market Challenges for 2018
    • Figure 9: New Product Features
    • Figure 10: Future Enhancements, by Category
    • Figure 11: Contact Center Workforce Optimization Suite
    • Figure 12.1: WFO Capabilities
    • Figure 12.2 WFO Capabilities
    • Figure 13: Adaptive and Proactive Service
    • Figure 14.1: Artificial Intelligence, Machine Learning and Automation
    • Figure 14.2: Artificial Intelligence, Machine Learning and Automation
    • Figure 15.1: Analytics
    • Figure 15.2: Analytics
    • Figure 16: Top Contact Center Investment Drivers
    • Figure 17: Common SMB Business Challenges and their Solutions
    • Figure 18: Benefits of a Cloud-Based Deployment Model
    • Figure 19: Senior Management Presentation
    • Figure 20: Typical Cash Flow and Payback Analysis
    • Figure 21.1: SMB Offerings
    • Figure 21.2: SMB Offerings
    • Figure 22: 2017 Cloud-Based Contact Center Infrastructure Customers and Seats, as of July 2018
    • Figure 23: 2017 Cloud-Based Contact Center Infrastructure Market Activity, as of July 2018
    • Figure 24: Cloud-Based Contact Center Infrastructure Market Share, by Seats, as of July 2018
    • Figure 25: Cloud-Based Contact Center Infrastructure Market Share, by Customers, as of July 2018
    • Figure 26: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2017 vs. 2016 Comparison
    • Figure 27: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2017 vs. 2016 Comparison
    • Figure 28: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2017 vs. 2016 Comparison
    • Figure 29: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2017 vs. 2016 Comparison
    • Figure 30: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2008 – 2017
    • Figure 31: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2008 – 2017
    • Figure 32: Cloud-Based Contact Center Infrastructure Seats, Growth and Adoption Rates, 2008 – 2017
    • Figure 33: Cloud-Based Contact Center Infrastucture Seat Projections, 2018 – 2022
    • Figure 34.1: Company Information
    • Figure 34.2: Company Information
    • Figure 35: Product Information
    • Figure 36.1: Automatic Call Distributor (ACD)
    • Figure 36.2: Automatic Call Distributor (ACD)
    • Figure 37.1: CTI
    • Figure 37.2: CTI
    • Figure 38.1: IVR/IVA
    • Figure 38.2: IVR/IVA
    • Figure 39.1: UC
    • Figure 39.2: UC
    • Figure 40.1: CRM
    • Figure 40.2: CRM
    • Figure 41.1: User Interface
    • Figure 41.2: User Interface
    • Figure 42.1: Omni-Channel Support
    • Figure 42.2: Omni-Channel Support
    • Figure 43.1: Outbound
    • Figure 43.2: Outbound
    • Figure 44.1: Dashboards, Reporting and Analytics
    • Figure 44.2: Dashboards, Reporting and Analytics
    • Figure 45.1: Multi-Tenancy
    • Figure 45.2: Multi-Tenancy
    • Figure 46.1: Integration
    • Figure 46.2: Integration
    • Figure 47.1: Security
    • Figure 47.2: Security
    • Figure 48.1: Data Center, Back-Up, Disaster Recovery (DR) and Business Continuity (BC)
    • Figure 48.2: Data Center, Back-Up, Disaster Recovery (DR) and Business Continuity (BC)
    • Figure 49.1: Compliance Features
    • Figure 49.2: Compliance Features
    • Figure 50.1: Implementation Analysis
    • Figure 50.2: Implementation Analysis
    • Figure 51.1: Vendor Implementation Best Practices
    • Figure 51.2: Vendor Implementation Best Practices
    • Figure 52.1: SLAs
    • Figure 52.2: SLAs
    • Figure 53.1: License Management
    • Figure 53.2: License Management
    • Figure 54: Customer Survey Rating Categories
    • Figure 55: Average Satisfaction Ratings, by Category
    • Figure 56: Current Product Satisfaction Ratings, by Customer
    • Figure 57: Implementation Satisfaction Ratings, by Customer
    • Figure 58: System Availability/Up-Time Satisfaction Ratings, by Customer
    • Figure 59: Professional Services Satisfaction Ratings, by Customer
    • Figure 60: Training Satisfaction Ratings, by Customer
    • Figure 61: Ongoing Service and Support Satisfaction Ratings, by Customer
    • Figure 62: System Upgrades Satisfaction Ratings, by Customer
    • Figure 63: Innovation Satisfaction Ratings, by Customer
    • Figure 64: Ease of Doing Business Satisfaction Ratings, by Customer
    • Figure 65: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
    • Figure 66: Vendor Communication Satisfaction Ratings, by Customer
    • Figure 67: Product Pricing Satisfaction Ratings, by Customer
    • Figure 68: Overall Vendor Satisfaction Ratings, by Customer
    • Figure 69: Product Satisfaction Ratings by Category
    • Figure 70: Omni-Channel Capabilities Satisfaction Ratings, by Customer
    • Figure 71: Multi-Skill Routing and Queuing Features Satisfaction Ratings, by Customer
    • Figure 72: Agent Interface and User Experience Satisfaction Ratings, by Customer
    • Figure 73: Supervisor Interface and User Experience Satisfaction Ratings, by Customer
    • Figure 74: Administrator Interface and User Experience Satisfaction Ratings, by Customer
    • Figure 75: IVR Features and Functionality Satisfaction Ratings, by Customer
    • Figure 76: Outbound Dialing and Campaign Management Features and Functionality Satisfaction Ratings, by Customer
    • Figure 77: Recording Features Satisfaction Ratings, by Customer
    • Figure 78: Quality Management/Coaching Capabilities Satisfaction Ratings, by Customer
    • Figure 79: Artificial Intelligence/Machine Learning Capabilities Satisfaction Ratings, by Customer
    • Figure 80: Automation Capabilities Satisfaction Ratings, by Customer
    • Figure 81: Reporting/Dashboards Satisfaction Ratings, by Customer
    • Figure 82: Business Intelligence Capabilities Satisfaction Ratings, by Customer
    • Figure 83: Compliance Features Satisfaction Ratings, by Customer
    • Figure 84: System Security Satisfaction Ratings, by Customer
    • Figure 85: System Scalability Satisfaction Ratings, by Customer
    • Figure 86: Platform Reliability Satisfaction Ratings, by Customer
    • Figure 87: Business Continuity/Disaster Recovery Capabilities Satisfaction Ratings, by Customer
    • Figure 88: Ease of Configuration/Use/Maintenance Satisfaction Ratings, by Customer
    • Figure 89: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
    • Figure 90: What applications do you use from your cloud-based contact center infrastructure vendor?
    • Figure 91: What channels do you use your cloud-based contact center infrastructure to support?
    • Figure 92: What were your top 3 – 5 reasons for choosing a cloud-based contact center infrastructure solution?
    • Figure 93: What are the top 3 – 5 ways that your cloud-based contact center infrastructure solution helps you engineer a better customer experience?
    • Figure 94: Please tell us the top 3 – 5 strengths of your cloud-based contact center infrastructure solution.
    • Figure 95: Please list the product enhancements/additional capabilities you would like to see.
    • Figure 96: Additional comments about your experience with the vendor and/or product.
    • Figure 97.1: Pricing Structure
    • Figure 97.2: Pricing Structure
    • Figure 98.1: Pricing for a 50-Seat Cloud-Based Contact Center Infrastructure Implementation
    • Figure 98.2: Pricing for a 50-Seat Cloud-Based Contact Center Infrastructure Implementation
    • Figure 99.1: Pricing for a 250-Seat Cloud-Based Contact Center Infrastructure Implementation
    • Figure 99.2: Pricing for a 250-Seat Cloud-Based Contact Center Infrastructure Implementation
    • Figure 100.1: Pricing for a 500-Seat Cloud-Based Contact Center Infrastructure Implementation
    • Figure 100.2: Pricing for a 500-Seat Cloud-Based Contact Center Infrastructure Implementation
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