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DMG Consulting Releases 2016 – 2017 Cloud-Based Contact Center Infrastructure Market Report

DMG Consulting Releases 2016 – 2017 Cloud-Based Contact Center Infrastructure Market Report

12/7/2016

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

What:     Releases 2016 – 2017 Cloud-Based Contact Center Infrastructure Market Report

When:    Today, 7 December 2016

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 2016 – 2017 Cloud-Based Contact Center Infrastructure Market Report. DMG’s ninth annual report on this sector provides deep insights into competitors, products, innovation, and market trends and challenges. The market is strong, maturing and picking up momentum; vendors are differentiating their offerings, and other solution providers are being acquired.

2016 has been a great year for the cloud-based contact center infrastructure market. Adoption of cloud-based contact center infrastructure and applications is going upstream. While the typical buyers are contact centers with 100 – 250 seats who are replacing a dated premise-based solution, companies with 500+ seats are now adopting these solutions. Increased reliability, flexibility, scalability, customization and security are attracting new prospects. The number of seats grew by a very strong 20.9% in the last 12 months, a trend that is expected to continue as more premise-based environments migrate to the cloud. The next five years look very promising for the cloud-based contact center infrastructure market.

“The future of contact center solutions is in the cloud, although premise-based applications are not going away,” said Donna Fluss, President of DMG Consulting LLC. “The cloud-based contact center infrastructure market has hit a pivotal point. The market is maturing and experiencing a significant amount of M&A activity, a trend that is expected to increase during the next year. The vendors are differentiating their offerings; system reliability and customization are key areas where vendors can stand-out from the crowd.”

The 2016 – 2017 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: 8×8, Cisco, Content Guru, Enghouse, Five9, inContact, Intelecom, Interactive Intelligence, NewVoiceMedia and Serenova (formerly LiveOps). West is covered at a higher level.

To learn more about the 2016 – 2017 Cloud-Based Contact Center Infrastructure Market Report, visit the site, 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 advisor 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) 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, Voice Biometrics, Interactive Voice Response Systems and Unified Communications. For more information, visit www.dmgconsult.com.