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2019 – 2020 Cloud-Based Contact Center Infrastructure Market Report

2019 – 2020 Cloud-Based Contact Center Infrastructure Market Report

The cloud has become the preferred delivery model for contact center solutions. Companies large and small are taking advantage of the market-changing innovation and automation that the cloud-based solutions provide. On-premise solutions will continue to be available, but a hybrid approach that combines cloud and on-premise applications is enabling companies to migrate gradually to the cloud.

A Strong and Innovative Sector with Sustained Growth and Momentum 

CBCCI offerings have reached functional parity with their on-premise counterparts, and companies of all sizes are benefitting from the advanced capabilities of cloud-based solutions. The innovations in the current generation of solutions include vastly improved user interfaces and experiences (UIs and UXs), agent desktops, enhanced routing capabilities, new key performance indicators (KPIs), and better analytics and reporting. The CBCCI vendors are offering out-of-the-box interfaces to make it easier to integrate cloud-based solutions with all types of contact center applications. They have also started to push a “digital-first” agenda by delivering omni-channel solutions to address customer demands in an increasingly digital economy. AI is being incorporated into the new generation of solutions as a foundational layer, through acquisitions, or via partnerships with vendors offering sophisticated AI capabilities.

The CBCCI market is performing well and continuing to pick up momentum: Sales of CBCCI solutions are coming from replacements of on-premise solutions, switching from one CBCCI provider to another, and small and mid-size enterprises (SMEs) purchasing their first contact center systems. Growing demand is being driven by the classic CBCCI benefits as well as new features being delivered by the vendors who are striving to differentiate themselves in a crowded market. The number of CBCCI seats in the market grew by 20.1% between 2017 and 2018 (as of July 31, 2019).  DMG expects the number of CBCCI seats to increase by 23% in 2019 and 2020, by 21% in 2021 and 2022, and by 20% in 2023.

The Leading Resource for the CBCCI Market

The 12th annual edition of DMG Consulting’s Cloud-Based Contact Center Infrastructure Product and Market Report provides the most thorough, authoritative analysis of this explosive market. The Report examines the competitive landscape as well as the business, market and technology trends and drivers that are shaping the cloud-based contact center infrastructure (CBCCI) sector. The 2019 – 2020 edition analyzes the servicing, business and management trends and innovations that are transforming the way enterprises are interacting with customers, prospects and employees. It provides detailed information about the offerings, as well as market share, projections, adoption rates, benefits, return on investment (ROI), pricing, and implementation best practices. The Report also presents the results of a comprehensive customer survey that measures satisfaction with the vendors and their product offerings.

The 2019 – 2020 edition of the Cloud-Based Contact Center Infrastructure Product and Market Report features 9 leading and contending vendors: 8×8, Cisco, Content Guru, Five9, Genesys, NICE inContact, Serenova, Sharpen and Twilio. Vonage, who acquired NewVoiceMedia in November 2018, is covered at a high level. 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 for 2020 and beyond
  • Market and business 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 
  • The top digital transformation initiatives for contact centers, including how the CBCCI vendors have enhanced their solutions to assist organizations with their digital transformation and what technologies are being leveraged to support artificial intelligence (AI)-enabled capabilities
  • The emergence of the hybrid workforce, its impact on the role of the agent, and implications for other employees in the contact center 
  • Insightful look at how AI-enabled workforce optimization (WFO) is required to support the interaction centers of the future and how the CBCCI vendors are meeting this need 
  • Review and assessment of the cloud-based contact center infrastructure competitive landscape
  • Cloud-based contact center infrastructure market activity and market share analysis, adoption rate, and 5-year projections
  • Analysis of the key functional and technical capabilities of the 9 featured cloud-based contact center infrastructure solutions
  • Implementation analysis, including a decision framework to assist prospects in determining if it’s time to move to the cloud or upgrade their existing CBCCI solution
  • Overview of the 10 CBCCI vendors covered in this year’s Report, including company snapshots, vendor go-to-market strategies and product overviews, and core and optional components 
  • Customer satisfaction survey results that measure and rank the vendors across 12 vendor categories, 10 product capabilities, 10 product features and 10 WFO modules/applications
  • Vendor pricing structure and a breakdown of one-time and ongoing costs for a 250-seat CBCCI implementation for the 10 solutions covered in this Report 
  • Detailed company reports for the 10 CBCCI solutions, 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. Cloud-Based Contact Center Infrastructure Functional Overview
    • 4.1 Cloud-Based Contact Center Infrastructure Functional Components
  5. Cloud-Based Contact Center Infrastructure Market Trends
  6. Cloud-Based Contact Center Infrastructure Market Challenges
  7. CBCCI Market Innovation
    • 7.1 New Product Features
    • 7.2 Future Enhancements
  8. Digital Transformation Initiatives for Contact Centers
  9. The Changing Workforce
  10. AI-Enabled WFO: Interaction Centers of the Future
    • 10.1 Recording
    • 10.2 Quality Management
    • 10.3 Analytics-Enabled Quality Management
    • 10.4 Gamification
    • 10.5 Contact Center Performance Management
    • 10.6 Surveying/VoC
    • 10.7 Workforce Management
    • 10.8 Knowledge Management
    • 10.9 Interaction (Speech and Text) Analytics
    • 10.10 Desktop Analytics
    • 10.11 Customer Journey Analytics
    • 10.12 Predictive Analytics
    • 10.13 Robotic Process Automation
      • 10.13.1 RPA Building Blocks
      • 10.13.2 Attended and Unattended Automation
  11. Cloud-Based Contact Center Infrastructure Market Activity Analysis
  12. Adoption of Cloud-Based Contact Center Infrastructure Solutions
  13. Cloud-Based Contact Center Infrastructure Market Projections
  14. Cloud-Based Contact Center Infrastructure Competitive Landscape
    • 14.1 Company Snapshots
  15. Cloud-Based Contact Center Infrastructure Core Functionality: ACD, CTI, IVR/IVA, Dialing
  16. CBCCI Functional Analysis
    • 16.1 High-Level Functional Summary
    • 16.2 CRM
    • 16.3 User Interface
    • 16.4 Dashboards, Reporting and Business Intelligence
  17. CBCCI Technical Analysis
    • 17.1 High-Level Technical Summary
    • 17.2 Security
    • 17.3 Compliance Management
  18. Implementing and Managing a CBCCI Solution
    • 18.1 Vendor Implementation Analysis
    • 18.2 CBCCI Decision Framework
    • 18.3 Service-Level Agreements
    • 18.4 Disaster Recovery/Business Continuity
  19. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis
    • 19.1 Summary of Survey Findings and Analysis: Vendor Categories
      • 19.1.1 Vendor Satisfaction by Sub-Category and Customer
    • 19.2 Summary of Survey Findings and Analysis: Product Capabilities Satisfaction Categories
      • 19.2.1 Product Capabilities Satisfaction by Category and Customer
    • 19.3 Summary of Survey Findings and Analysis: Product Features
      • 19.3.1 Product Features Satisfaction by Sub-Category and Customer
    • 19.4 Summary of Survey Findings and Analysis: WFO Components
      • 19.4.1 Workforce Optimization Satisfaction by Category and Customer
    • 19.5 Customer Background and Insights
      • 19.5.1 Channels Supported
      • 19.5.2 Digital Transformation Support
      • 19.5.3 Engineering a Better Customer Experience
      • 19.5.4 Pain Points Being Addressed with CBCCI Solutions
      • 19.5.5 CBCCI Challenges
      • 19.5.6 Additional Comments
  20. Pricing
    • 20.1 Pricing Structure
    • 20.2 Pricing for a 250-Seat CBCCI Solution
  21. Company Reports
    • 21.1 8×8, Inc.
    • 21.2 Cisco Systems
    • 21.3 Content Guru
    • 21.4 Five9
    • 21.5 Genesys
    • 21.6 NICE inContact
    • 21.7 Serenova
    • 21.8 Sharpen Technologies
    • 21.9 Twilio, Inc.
    • 21.10 Vonage Holdings Corp.

Appendix: Cloud-Based Contact Center Infrastructure Vendor Directory

Table of Figures

  • Figure 1: Cloud-Based Contact Center Infrastructure Solutions
  • Figure 2: CBCCI Functional Components Summary
  • Figure 3: Cloud-Based Contact Center Infrastructure Market Trends for 2019
  • Figure 4: Cloud-Based Contact Center Infrastructure Market Challenges for 2019
  • Figure 5: New Product Features, by Vendor
  • Figure 6: Future Enhancements, by Category
  • Figure 7.1: Digital Transformation and AI
  • Figure 7.2: Digital Transformation and AI
  • Figure 8: The Hybrid Workforce
  • Figure 9: Characteristics of Contact Centers in 10 – 15 Years
  • Figure 10: Top Applications of AI Technology
  • Figure 11.1: Recording
  • Figure 11.2: Recording
  • Figure 12.1: Quality Management (QM)
  • Figure 12.2: Quality Management (QM)
  • Figure 13: How AQM Works
  • Figure 14.1: Analytics-Enabled Quality Management (AQM)
  • Figure 14.2: Analytics-Enabled Quality Management (AQM)
  • Figure 15.1: Gamification
  • Figure 15.2: Gamification
  • Figure 16: Contact Center Performance Management/Business Intelligence Portal
  • Figure 17.1: CCPM
  • Figure 17.2: CCPM
  • Figure 18.1: Surveying/VoC
  • Figure 18.2: Surveying/VoC
  • Figure 19: Enterprise WFM Suite Components
  • Figure 20.1: Workforce Management
  • Figure 20.2: Workforce Management
  • Figure 21.1: Knowledge Management
  • Figure 21.2: Knowledge Management
  • Figure 22: How Interaction Analytics Works
  • Figure 23.1: Interaction Analytics
  • Figure 23.2: Interaction Analytics
  • Figure 24: Desktop Analytics Defined
  • Figure 25.1: Desktop Analytics
  • Figure 25.2: Desktop Analytics
  • Figure 26: CJA Defined
  • Figure 27.1: Customer Journey Analytics
  • Figure 27.2: Customer Journey Analytics
  • Figure 28.1: Predictive Analytics
  • Figure 28.2: Predictive Analytics
  • Figure 29: RPA Building Blocks
  • Figure 30: Attended vs. Unattended Automation
  • Figure 31.1: Attended and Unattended RPA
  • Figure 31.2: Attended and Unattended RPA
  • Figure 32: 2018 Cloud-Based Contact Center Infrastructure Customers and Seats, as of July 2019
  • Figure 33: 2018 Cloud-Based Contact Center Infrastructure Market Activity, as of July 2019
  • Figure 34: Cloud-Based Contact Center Infrastructure Market Share, by Seats, as of July 2019
  • Figure 35: Cloud-Based Contact Center Infrastructure Market Share, by Customers, as of July 2019
  • Figure 36: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2018 vs. 2017 Comparison
  • Figure 37: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2018 vs. 2017 Comparison
  • Figure 38: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2018 vs. 2017 Comparison
  • Figure 39: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2018 vs. 2017 Comparison
  • Figure 40: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2009 – 2018
  • Figure 41: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2009 – 2018
  • Figure 42: Cloud-Based Contact Center Infrastructure Seats, Growth and Adoption Rates, 2009 – 2018
  • Figure 43: Cloud-Based Contact Center Infrastructure Seat Projections, 2019 – 2023
  • Figure 44.1: Company Information
  • Figure 44.2: Company Information
  • Figure 45.1: Core Infrastructure Capabilities; ACD, CTI, IVR/IVA, Outbound
  • Figure 45.2: Core Infrastructure Capabilities; ACD, CTI, IVR/IVA, Outbound
  • Figure 46.1: High-Level Functional Summary
  • Figure 46.2: High-Level Functional Summary
  • Figure 47.1: CRM
  • Figure 47.2: CRM
  • Figure 48.1: User Interface
  • Figure 48.2: User Interface
  • Figure 49.1: Dashboards, Reporting and Business Intelligence
  • Figure 49.2: Dashboards, Reporting and Business Intelligence
  • Figure 50.1: High-Level Technical Analysis
  • Figure 50.2: High-Level Technical Analysis
  • Figure 51.1: Security
  • Figure 51.2: Security
  • Figure 52.1: Compliance Management
  • Figure 52.2: Compliance Management
  • Figure 53.1: Implementation Analysis for a 250-Seat Contact Center
  • Figure 53.2: Implementation Analysis for a 250-Seat Contact Center
  • Figure 54.1: SLAs
  • Figure 54.2: SLAs
  • Figure 55.1: Data Center, Back-Up, Disaster Recovery (DR) and
    Business Continuity (BC)
  • Figure 55.2: Data Center, Back-Up, Disaster Recovery (DR) and
    Business Continuity (BC)
  • Figure 56: Customer Survey Rating Categories
  • Figure 57: Vendor Average Satisfaction Ratings, by Category
  • Figure 58: Current Product Satisfaction Ratings, by Customer
  • Figure 59: Implementation Satisfaction Ratings, by Customer
  • Figure 60: Professional Services Satisfaction Ratings, by Customer
  • Figure 61: Training Satisfaction Ratings, by Customer
  • Figure 62: Ongoing Service and Support Satisfaction Ratings,
    by Customer
  • Figure 63: System Upgrades Satisfaction Ratings, by Customer
  • Figure 64: Innovation Satisfaction Ratings, by Customer
  • Figure 65: Ease of Doing Business with Vendor Satisfaction
    Ratings, by Customer
  • Figure 66: Responsiveness to Product Enhancement Requests
    Satisfaction Ratings, by Customer
  • Figure 67: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 68: Product Pricing Satisfaction Ratings, by Customer
  • Figure 69: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 70: Product Capabilities Satisfaction Ratings by Category
  • Figure 71: Omni-Channel Inbound Capabilities Satisfaction Ratings,
    by Customer
  • Figure 72: Outbound Dialing and Campaign Management Features
    and Functionality Satisfaction Ratings, by Customer
  • Figure 73: Advanced Routing and Queuing Features for Inbound
    Satisfaction Ratings, by Customer
  • Figure 74: IVR Features and Functionality Satisfaction Ratings,
    by Customer
  • Figure 75: Intelligent Virtual Agent (IVA) Features and Functionality
    Satisfaction Ratings, by Customer
  • Figure 76: CRM Features and Functionality Satisfaction Ratings,
    by Customer
  • Figure 77: Recording Features and Functionality Satisfaction Ratings,
    by Customer
  • Figure 78: Quality Management/Coaching Capabilities Satisfaction
    Ratings, by Customer
  • Figure 79: AI and Automation Capabilities Satisfaction Ratings,
    by Customer
  • Figure 80: Reports and Dashboards Satisfaction Ratings,
    by Customer
  • Figure 81: Product Features Satisfaction Ratings by Category
  • Figure 82: Agent Interface and Experience Satisfaction Ratings, by
    Customer
  • Figure 83: Supervisor Interface and Experience Satisfaction Ratings,
    by Customer
  • Figure 84: Administration Environment (Ease of Configuration/Use/
    Maintenance) Satisfaction Ratings, by Customer
  • Figure 85: Provisioning and License Management Satisfaction
    Ratings, by Customer
  • Figure 86: System Security Features Satisfaction Ratings,
    by Customer
  • Figure 87: Compliance Management Features Satisfaction Ratings,
    by Customer
  • Figure 88: System Scalability Satisfaction Ratings, by Customer
  • Figure 89: Platform Reliability (System Availability and Uptime)
    Satisfaction Ratings, by Customer
  • Figure 90: Business Continuity/Disaster Recovery Capabilities
    Satisfaction Ratings, by Customer
  • Figure 91: Ease of Integration with Third-Party Applications
    Satisfaction Ratings, by Customer
  • Figure 92: Workforce Optimization Satisfaction Ratings by Category
  • Figure 93: Surveying/VoC Satisfaction Ratings, by Customer
  • Figure 94: Knowledge Management Satisfaction Ratings, by Customer
  • Figure 95: Speech Analytics Satisfaction Ratings, by Customer
  • Figure 96: Voice Biometrics Satisfaction Ratings, by Customer
  • Figure 97: Text Analytics Satisfaction Ratings, by Customer
  • Figure 98: Desktop Analytics Satisfaction Ratings, by Customer
  • Figure 99: Predictive Analytics Satisfaction Ratings, by Customer
  • Figure 100: Customer Journey Analytics Satisfaction Ratings,
    by Customer
  • Figure 101: Gamification Satisfaction Ratings, by Customer
  • Figure 102: Robotic Process Automation (RPA) Satisfaction Ratings,
    by Customer
  • Figure 103: What channels do you use your cloud-based contact center
    infrastructure to support?
  • Figure 104: What are the top 3 – 5 ways that your cloud-based contact
    center infrastructure solution helps with your digital transformation?
  • Figure 105: What are the top 3 – 5 ways that your cloud-based contact
    center infrastructure solution helps you engineer a better customer experience?
  • Figure 106: What are the top 3 – 5 “pain points” you wanted to solve
    with your cloud-based contact center infrastructure solution?
  • Figure 107: Please tell us the top 3 – 5 challenges of your cloud-based
    contact center solution.
  • Figure 108: Additional comments about your experience with the vendor
    and/or product.
  • Figure 109.1: Pricing Structure
  • Figure 109.2: Pricing Structure
  • Figure 110.1: Pricing for a 250-Seat Cloud-Based Contact Center
    Infrastructure Implementation
  • Figure 110.2: Pricing for a 250-Seat Cloud-Based Contact Center
    Infrastructure Implementation
+ Report Includes

Report includes:

  • Overview of the core functional components of cloud-based contact center infrastructure solutions for 2020 and beyond
  • Market and business 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 
  • The top digital transformation initiatives for contact centers, including how the CBCCI vendors have enhanced their solutions to assist organizations with their digital transformation and what technologies are being leveraged to support artificial intelligence (AI)-enabled capabilities
  • The emergence of the hybrid workforce, its impact on the role of the agent, and implications for other employees in the contact center 
  • Insightful look at how AI-enabled workforce optimization (WFO) is required to support the interaction centers of the future and how the CBCCI vendors are meeting this need 
  • Review and assessment of the cloud-based contact center infrastructure competitive landscape
  • Cloud-based contact center infrastructure market activity and market share analysis, adoption rate, and 5-year projections
  • Analysis of the key functional and technical capabilities of the 9 featured cloud-based contact center infrastructure solutions
  • Implementation analysis, including a decision framework to assist prospects in determining if it’s time to move to the cloud or upgrade their existing CBCCI solution
  • Overview of the 10 CBCCI vendors covered in this year’s Report, including company snapshots, vendor go-to-market strategies and product overviews, and core and optional components 
  • Customer satisfaction survey results that measure and rank the vendors across 12 vendor categories, 10 product capabilities, 10 product features and 10 WFO modules/applications
  • Vendor pricing structure and a breakdown of one-time and ongoing costs for a 250-seat CBCCI implementation for the 10 solutions covered in this Report 
  • Detailed company reports for the 10 CBCCI solutions, 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. Cloud-Based Contact Center Infrastructure Functional Overview
    • 4.1 Cloud-Based Contact Center Infrastructure Functional Components
  5. Cloud-Based Contact Center Infrastructure Market Trends
  6. Cloud-Based Contact Center Infrastructure Market Challenges
  7. CBCCI Market Innovation
    • 7.1 New Product Features
    • 7.2 Future Enhancements
  8. Digital Transformation Initiatives for Contact Centers
  9. The Changing Workforce
  10. AI-Enabled WFO: Interaction Centers of the Future
    • 10.1 Recording
    • 10.2 Quality Management
    • 10.3 Analytics-Enabled Quality Management
    • 10.4 Gamification
    • 10.5 Contact Center Performance Management
    • 10.6 Surveying/VoC
    • 10.7 Workforce Management
    • 10.8 Knowledge Management
    • 10.9 Interaction (Speech and Text) Analytics
    • 10.10 Desktop Analytics
    • 10.11 Customer Journey Analytics
    • 10.12 Predictive Analytics
    • 10.13 Robotic Process Automation
      • 10.13.1 RPA Building Blocks
      • 10.13.2 Attended and Unattended Automation
  11. Cloud-Based Contact Center Infrastructure Market Activity Analysis
  12. Adoption of Cloud-Based Contact Center Infrastructure Solutions
  13. Cloud-Based Contact Center Infrastructure Market Projections
  14. Cloud-Based Contact Center Infrastructure Competitive Landscape
    • 14.1 Company Snapshots
  15. Cloud-Based Contact Center Infrastructure Core Functionality: ACD, CTI, IVR/IVA, Dialing
  16. CBCCI Functional Analysis
    • 16.1 High-Level Functional Summary
    • 16.2 CRM
    • 16.3 User Interface
    • 16.4 Dashboards, Reporting and Business Intelligence
  17. CBCCI Technical Analysis
    • 17.1 High-Level Technical Summary
    • 17.2 Security
    • 17.3 Compliance Management
  18. Implementing and Managing a CBCCI Solution
    • 18.1 Vendor Implementation Analysis
    • 18.2 CBCCI Decision Framework
    • 18.3 Service-Level Agreements
    • 18.4 Disaster Recovery/Business Continuity
  19. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis
    • 19.1 Summary of Survey Findings and Analysis: Vendor Categories
      • 19.1.1 Vendor Satisfaction by Sub-Category and Customer
    • 19.2 Summary of Survey Findings and Analysis: Product Capabilities Satisfaction Categories
      • 19.2.1 Product Capabilities Satisfaction by Category and Customer
    • 19.3 Summary of Survey Findings and Analysis: Product Features
      • 19.3.1 Product Features Satisfaction by Sub-Category and Customer
    • 19.4 Summary of Survey Findings and Analysis: WFO Components
      • 19.4.1 Workforce Optimization Satisfaction by Category and Customer
    • 19.5 Customer Background and Insights
      • 19.5.1 Channels Supported
      • 19.5.2 Digital Transformation Support
      • 19.5.3 Engineering a Better Customer Experience
      • 19.5.4 Pain Points Being Addressed with CBCCI Solutions
      • 19.5.5 CBCCI Challenges
      • 19.5.6 Additional Comments
  20. Pricing
    • 20.1 Pricing Structure
    • 20.2 Pricing for a 250-Seat CBCCI Solution
  21. Company Reports
    • 21.1 8×8, Inc.
    • 21.2 Cisco Systems
    • 21.3 Content Guru
    • 21.4 Five9
    • 21.5 Genesys
    • 21.6 NICE inContact
    • 21.7 Serenova
    • 21.8 Sharpen Technologies
    • 21.9 Twilio, Inc.
    • 21.10 Vonage Holdings Corp.

Appendix: Cloud-Based Contact Center Infrastructure Vendor Directory

Table of Figures

  • Figure 1: Cloud-Based Contact Center Infrastructure Solutions
  • Figure 2: CBCCI Functional Components Summary
  • Figure 3: Cloud-Based Contact Center Infrastructure Market Trends for 2019
  • Figure 4: Cloud-Based Contact Center Infrastructure Market Challenges for 2019
  • Figure 5: New Product Features, by Vendor
  • Figure 6: Future Enhancements, by Category
  • Figure 7.1: Digital Transformation and AI
  • Figure 7.2: Digital Transformation and AI
  • Figure 8: The Hybrid Workforce
  • Figure 9: Characteristics of Contact Centers in 10 – 15 Years
  • Figure 10: Top Applications of AI Technology
  • Figure 11.1: Recording
  • Figure 11.2: Recording
  • Figure 12.1: Quality Management (QM)
  • Figure 12.2: Quality Management (QM)
  • Figure 13: How AQM Works
  • Figure 14.1: Analytics-Enabled Quality Management (AQM)
  • Figure 14.2: Analytics-Enabled Quality Management (AQM)
  • Figure 15.1: Gamification
  • Figure 15.2: Gamification
  • Figure 16: Contact Center Performance Management/Business Intelligence Portal
  • Figure 17.1: CCPM
  • Figure 17.2: CCPM
  • Figure 18.1: Surveying/VoC
  • Figure 18.2: Surveying/VoC
  • Figure 19: Enterprise WFM Suite Components
  • Figure 20.1: Workforce Management
  • Figure 20.2: Workforce Management
  • Figure 21.1: Knowledge Management
  • Figure 21.2: Knowledge Management
  • Figure 22: How Interaction Analytics Works
  • Figure 23.1: Interaction Analytics
  • Figure 23.2: Interaction Analytics
  • Figure 24: Desktop Analytics Defined
  • Figure 25.1: Desktop Analytics
  • Figure 25.2: Desktop Analytics
  • Figure 26: CJA Defined
  • Figure 27.1: Customer Journey Analytics
  • Figure 27.2: Customer Journey Analytics
  • Figure 28.1: Predictive Analytics
  • Figure 28.2: Predictive Analytics
  • Figure 29: RPA Building Blocks
  • Figure 30: Attended vs. Unattended Automation
  • Figure 31.1: Attended and Unattended RPA
  • Figure 31.2: Attended and Unattended RPA
  • Figure 32: 2018 Cloud-Based Contact Center Infrastructure Customers and Seats, as of July 2019
  • Figure 33: 2018 Cloud-Based Contact Center Infrastructure Market Activity, as of July 2019
  • Figure 34: Cloud-Based Contact Center Infrastructure Market Share, by Seats, as of July 2019
  • Figure 35: Cloud-Based Contact Center Infrastructure Market Share, by Customers, as of July 2019
  • Figure 36: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2018 vs. 2017 Comparison
  • Figure 37: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2018 vs. 2017 Comparison
  • Figure 38: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2018 vs. 2017 Comparison
  • Figure 39: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2018 vs. 2017 Comparison
  • Figure 40: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2009 – 2018
  • Figure 41: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2009 – 2018
  • Figure 42: Cloud-Based Contact Center Infrastructure Seats, Growth and Adoption Rates, 2009 – 2018
  • Figure 43: Cloud-Based Contact Center Infrastructure Seat Projections, 2019 – 2023
  • Figure 44.1: Company Information
  • Figure 44.2: Company Information
  • Figure 45.1: Core Infrastructure Capabilities; ACD, CTI, IVR/IVA, Outbound
  • Figure 45.2: Core Infrastructure Capabilities; ACD, CTI, IVR/IVA, Outbound
  • Figure 46.1: High-Level Functional Summary
  • Figure 46.2: High-Level Functional Summary
  • Figure 47.1: CRM
  • Figure 47.2: CRM
  • Figure 48.1: User Interface
  • Figure 48.2: User Interface
  • Figure 49.1: Dashboards, Reporting and Business Intelligence
  • Figure 49.2: Dashboards, Reporting and Business Intelligence
  • Figure 50.1: High-Level Technical Analysis
  • Figure 50.2: High-Level Technical Analysis
  • Figure 51.1: Security
  • Figure 51.2: Security
  • Figure 52.1: Compliance Management
  • Figure 52.2: Compliance Management
  • Figure 53.1: Implementation Analysis for a 250-Seat Contact Center
  • Figure 53.2: Implementation Analysis for a 250-Seat Contact Center
  • Figure 54.1: SLAs
  • Figure 54.2: SLAs
  • Figure 55.1: Data Center, Back-Up, Disaster Recovery (DR) and
    Business Continuity (BC)
  • Figure 55.2: Data Center, Back-Up, Disaster Recovery (DR) and
    Business Continuity (BC)
  • Figure 56: Customer Survey Rating Categories
  • Figure 57: Vendor Average Satisfaction Ratings, by Category
  • Figure 58: Current Product Satisfaction Ratings, by Customer
  • Figure 59: Implementation Satisfaction Ratings, by Customer
  • Figure 60: Professional Services Satisfaction Ratings, by Customer
  • Figure 61: Training Satisfaction Ratings, by Customer
  • Figure 62: Ongoing Service and Support Satisfaction Ratings,
    by Customer
  • Figure 63: System Upgrades Satisfaction Ratings, by Customer
  • Figure 64: Innovation Satisfaction Ratings, by Customer
  • Figure 65: Ease of Doing Business with Vendor Satisfaction
    Ratings, by Customer
  • Figure 66: Responsiveness to Product Enhancement Requests
    Satisfaction Ratings, by Customer
  • Figure 67: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 68: Product Pricing Satisfaction Ratings, by Customer
  • Figure 69: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 70: Product Capabilities Satisfaction Ratings by Category
  • Figure 71: Omni-Channel Inbound Capabilities Satisfaction Ratings,
    by Customer
  • Figure 72: Outbound Dialing and Campaign Management Features
    and Functionality Satisfaction Ratings, by Customer
  • Figure 73: Advanced Routing and Queuing Features for Inbound
    Satisfaction Ratings, by Customer
  • Figure 74: IVR Features and Functionality Satisfaction Ratings,
    by Customer
  • Figure 75: Intelligent Virtual Agent (IVA) Features and Functionality
    Satisfaction Ratings, by Customer
  • Figure 76: CRM Features and Functionality Satisfaction Ratings,
    by Customer
  • Figure 77: Recording Features and Functionality Satisfaction Ratings,
    by Customer
  • Figure 78: Quality Management/Coaching Capabilities Satisfaction
    Ratings, by Customer
  • Figure 79: AI and Automation Capabilities Satisfaction Ratings,
    by Customer
  • Figure 80: Reports and Dashboards Satisfaction Ratings,
    by Customer
  • Figure 81: Product Features Satisfaction Ratings by Category
  • Figure 82: Agent Interface and Experience Satisfaction Ratings, by
    Customer
  • Figure 83: Supervisor Interface and Experience Satisfaction Ratings,
    by Customer
  • Figure 84: Administration Environment (Ease of Configuration/Use/
    Maintenance) Satisfaction Ratings, by Customer
  • Figure 85: Provisioning and License Management Satisfaction
    Ratings, by Customer
  • Figure 86: System Security Features Satisfaction Ratings,
    by Customer
  • Figure 87: Compliance Management Features Satisfaction Ratings,
    by Customer
  • Figure 88: System Scalability Satisfaction Ratings, by Customer
  • Figure 89: Platform Reliability (System Availability and Uptime)
    Satisfaction Ratings, by Customer
  • Figure 90: Business Continuity/Disaster Recovery Capabilities
    Satisfaction Ratings, by Customer
  • Figure 91: Ease of Integration with Third-Party Applications
    Satisfaction Ratings, by Customer
  • Figure 92: Workforce Optimization Satisfaction Ratings by Category
  • Figure 93: Surveying/VoC Satisfaction Ratings, by Customer
  • Figure 94: Knowledge Management Satisfaction Ratings, by Customer
  • Figure 95: Speech Analytics Satisfaction Ratings, by Customer
  • Figure 96: Voice Biometrics Satisfaction Ratings, by Customer
  • Figure 97: Text Analytics Satisfaction Ratings, by Customer
  • Figure 98: Desktop Analytics Satisfaction Ratings, by Customer
  • Figure 99: Predictive Analytics Satisfaction Ratings, by Customer
  • Figure 100: Customer Journey Analytics Satisfaction Ratings,
    by Customer
  • Figure 101: Gamification Satisfaction Ratings, by Customer
  • Figure 102: Robotic Process Automation (RPA) Satisfaction Ratings,
    by Customer
  • Figure 103: What channels do you use your cloud-based contact center
    infrastructure to support?
  • Figure 104: What are the top 3 – 5 ways that your cloud-based contact
    center infrastructure solution helps with your digital transformation?
  • Figure 105: What are the top 3 – 5 ways that your cloud-based contact
    center infrastructure solution helps you engineer a better customer experience?
  • Figure 106: What are the top 3 – 5 “pain points” you wanted to solve
    with your cloud-based contact center infrastructure solution?
  • Figure 107: Please tell us the top 3 – 5 challenges of your cloud-based
    contact center solution.
  • Figure 108: Additional comments about your experience with the vendor
    and/or product.
  • Figure 109.1: Pricing Structure
  • Figure 109.2: Pricing Structure
  • Figure 110.1: Pricing for a 250-Seat Cloud-Based Contact Center
    Infrastructure Implementation
  • Figure 110.2: Pricing for a 250-Seat Cloud-Based Contact Center
    Infrastructure Implementation
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