DMG Consulting Releases 2015-2016 Cloud-Based Contact Center Infrastructure Market Report

10/28/2015

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

What: Releases 2015 – 2016 Cloud-Based Contact Center Infrastructure Market Report

When: Today, 28 October 2015

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 2015 – 2016 Cloud-Based Contact Center Infrastructure Market Report. DMG’s eighth annual report on this sector explores the competitors, products, innovation and market trends and challenges that are driving investment, growth and adoption of cloud-based contact center infrastructure solutions.

The cloud-based contact center infrastructure market hit its stride in 2015, with demand growing in the US, UK and in many other countries. Companies are moving their contact centers to the cloud to benefit from the flexibility, agility, scalability and cost savings of this implementation model. The majority of the new seats are coming from competitive replacements of dated on-premise contact center solutions. The rest are from first-time users who are attracted by the cloud’s low start-up costs and availability of experienced contact center experts to help them with their implementations and ongoing operations.

“The cloud-based contact center infrastructure had its best year in the history of this market, growing by almost 50%,” said Donna Fluss, President of DMG Consulting LLC. “Now that the reliability of some of the platforms has improved to the 99.999% level and the cloud solutions are more dependable than many on-premise systems, companies in most verticals, including financial services, are adopting them. Cloud-based contact center solutions are no longer just for small organizations. These solutions are increasingly being used by larger organizations looking for flexibility and agility.”

The past 12 months have been outstanding for the cloud-based contact center infrastructure market. The total number of seats jumped 49.9% between August 2014 and the same period in 2015. This increase shows the pattern of strong growth and increasing momentum that is expected to continue for the next five years. DMG projects that the number of cloud-based contact center infrastructure seats will grow by 30% in 2015, 25% in 2016 and 2017, and 20% in 2018 and 2019. At the same time, the breadth and depth of these solutions will increase, growing the rate of revenue faster than the seat count. With an estimated 150+ worldwide competitors in the cloud-based contact center infrastructure market, end users have many options. However, buyers should also beware, because DMG expects this market to undergo consolidation during the next two 2 years.

The 2015 – 2016 Cloud-Based Contact Center Infrastructure Market Report provides contact center and IT managers with all the vendor, product, functional, technical and pricing information they need to select the right cloud-based contact center infrastructure solution for their organization. The report covers ten vendors in-depth: 3CLogic, 8×8, Connect First, Content Guru, Five9, inContact, Intelecom, Interactive Intelligence, LiveOps and NewVoiceMedia. Enghouse is covered at a higher level.

To learn more about the 2015 – 2016 Cloud-Based Contact Center Infrastructure Market Report, read the abstract and the table of contents, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit www.dmgconsult.com.

About DMG Consulting LLC

DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. We are a strategic advisory to end users and vendors, large and small, and the financial community. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: Workforce Management, Workforce Optimization (WFO, Quality Management/Liability Recording), Speech Analytics, Text Analytics, Desktop Analytics, customer journey analytics, Contact Center Performance Management, Gamification, Enterprise Feedback Management, Cloud-Based Contact Center Infrastructure, Outbound Dialing Solutions, Interactive Voice Response Systems and Unified Communications. For more information, visit www.dmgconsult.com.