DMG Consulting Releases 2014-2015 Cloud-Based Contact Center Infrastructure Market Report

11/5/2014

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services

What: Releases 2014-2015 Cloud-Based Contact Center Infrastructure Market Report

When: Today, 5 November 2014

Where: Available at the DMG Consulting online store

Background:

DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2014-2015 Cloud-Based Contact Center Infrastructure Market Report. More than 15 years after their debut, cloud-based contact center solutions are becoming widely accepted, and even preferred by managers over premise-based alternatives. DMG estimates that there are approximately 150 cloud-based contact center infrastructure vendors around the world offering a variety of capabilities.

From a small user base of just 269,000 in 2008, the cloud-based contact center infrastructure market has picked up momentum year after year. The number of seats grew by 12.8% in 2013. While that rate is down significantly from the 32.5% jump in 2012, the big picture tells another story.

“We have never seen this market in a stronger position. Competition is fierce, innovation is at an all-time high, vendors are executing, and users have so many choices for leveraging the real and quantifiable benefits of the cloud,” said Donna Fluss, President of DMG Consulting. “The slower adoption rate is actually a positive sign of market maturity – it shows that vendors are able to track and delineate sales of these solutions more accurately than ever before – rather than a market slowdown.”

DMG expects adoption of cloud-based contact center infrastructure solutions to continue to be strong, and predicts that the number of cloud-based seats will grow by 20% in 2014 and 2015, 18% in 2016 and 2017, and 16% in 2018.

DMG’s seventh annual report on this sector gives contact center and IT managers the vendor, product, functional, technical, operational and pricing information they need to determine if they should acquire a cloud-based solution and, if so, which one. This Report also provides insights into worldwide adoption, examines market trends and challenges, analyzes market activity, reviews customer satisfaction with vendors, and offers implementation best practices to help users realize the greatest continuing return on their cloud investments. The 2014 – 2015 Cloud-Based Contact Center Infrastructure Market Report covers 12 vendors in total. Eight are covered in-depth – 3CLogic, 8×8, Connect First, Five9, inContact, Interactive Intelligence, LiveOps and NewVoiceMedia. Content Guru, Enghouse, NexxPhase and VoltDelta are covered at a higher level. The Report also includes a comprehensive Vendor Directory that lists hundreds of vendors who provide a variety of cloud-based contact center systems and applications.

To learn more about the 2014-2015 Cloud-Based Contact Center Infrastructure Market Report, read the abstract, and the table of contents. or email Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098.

About DMG Consulting LLC

DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in contact centers, back-office and real-time analytics. DMG provides insight and strategic guidance and tactical advice to end users, vendors and the financial community. Each year, DMG devotes more than 10,000 hours to producing primary research on IT sectors, including workforce optimization (quality management/liability recording), speech analytics, workforce management, performance management, desktop analytics, surveying/voice of the customer, text analytics, cloud-based contact center infrastructure, dialing, interactive voice response systems and proactive customer care. Our actionable solutions are proven to deliver a lasting competitive advantage, and often pay for themselves in as little as three months. Learn more at www.dmgconsult.com.