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DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report


Poised for rapid growth and success, untapped revenue potential in the tens of billions.

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

What:     Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report

When:    Today, 30 November 2017

Where:   Available at the DMG Consulting online store


DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. DMG’s tenth annual report on this sector provides deep insights into the competitive landscape, vendors, products, and trends and challenges that are shaping this market and driving innovation.

2017 was the breakthrough year for the cloud-based contact center infrastructure (CBCCI) market. Momentum, which has been building for years, has created a large and lucrative ecosystem of partnerships among many categories of vendors. There are over 150 CBCCI competitors world-wide, and hundreds of system integrators, technology partners, value added resellers, distributors and others supporting them. DMG estimates that the revenue size of the cloud-based contact center infrastructure market was at least $2.8 billion (excluding carrier revenue) as of the end of 2016. This represents only 11.4% of total contact center seats, so the revenue potential of this market is in the tens of billions. DMG predicts that the number of seats will grow by 22% in 2017, 22.5% in 2018, 23% in both 2019 and 2020, and 21% in 2021.

The CBCCI vendors have invested millions of dollars over the past 20 years to build their solutions and supporting networks. These solutions are generally much more technologically current than their premise-based counterparts. The CBCCI vendors are working hard to address security concerns and stay current with rapidly evolving security and regulatory requirements, including the Health Insurance Portability and Accountability Act (HIPAA) in the US, the world-wide payment Card Industry Data Security Standard (PCI DSS), the UK’s Data Protection Act, the BDSG Federal Data Protection Act in Germany, the upcoming EU General Data Protection Regulation (GDPR), and many more. The next step for the CBCCI vendors is the introduction of artificial intelligence, machine learning, natural language understanding and analytics into their solutions.

“The cloud has become the dominant sales model for contact center infrastructure solutions, ACDs, dialers, IVRs and more,” said Donna Fluss, President of DMG Consulting LLC. “The vendors in this exciting and adaptable market have what it takes to succeed, and this IT sector is going to look even better in 10 years.”

The 2017 – 2018 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 features 12 leading and contending vendors and solutions: 8×8, BroadSoft (who agreed to be acquired by Cisco), Content Guru, eLoyalty, Enghouse Interactive, Five9, Genesys, NewVoiceMedia, NICE inContact, Serenova, Sharpen and Twilio.

To learn more about the2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report, visit the site or contact Deborah Navarra at or 516-628-1098. To order your copy of the Report, visit


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 optimization (quality management/recording), workforce management, speech analytics, text analytics, desktop analytics, robotic process automation, customer journey analytics, enterprise feedback management/surveying, performance management, gamification, voice biometrics, cloud-based contact center infrastructure, dialing, interactive voice response systems, intelligent virtual agents, and proactive customer care. For more information, visit

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