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DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report


Differentiated and compelling capabilities driving growth

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

What:    Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market

When:    Today, 4 December 2018

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 2018 – 2019 Cloud-Based Contact Center Infrastructure Market Report. DMG’s eleventh annual report on this sector provides contact center, IT and enterprise leaders and managers in small, mid-size and large companies with the information they need to select the right solution, functionality and partner to meet their organization’s current and future cloud-based contact center infrastructure (CBCCI) needs.

The past year was excellent for the CBCCI market. The growth rate of this market was 25.4%, surpassing DMG’s 2017 projection of 22%. The vast majority of sales were to existing contact centers that were being migrated to the cloud. DMG remains bullish on this IT market, particularly now that some larger contact centers are either moving to the cloud, albeit not all of their seats at once, or considering a move. DMG expects the CBCCI market to grow at a minimum rate of of 22.5% in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022.

The introduction of contact center platforms from companies such as Amazon and Twilio is having a highly positive and disruptive impact on the CBCCI market, and contributing to its growth. The new paradigm of “platform as a service” means that customized solutions can be created and deployed quickly; application programming interfaces (APIs) are being used to build out functional capabilities. The fact that these customized contact center solutions can be built and customized quickly and easily, using standard development languages, is a game-changer. Some of the vendors who have traditionally been “solution providers” are now starting to position their offerings as both a product and a platform.

The leading CBCCI vendors recognize that AI is the future of contact center technology. They are in the forefront of leveraging AI and machine learning in their solutions, including sophisticated routing capabilities, analytics (with a focus on predictive analytics), intelligent virtual assistants (IVAs), chatbots and robotic process automation (RPA), and WFO solutions such as workforce management (WFM). Some of the CBCCI vendors have natively built a foundational AI layer in their platform; others have acquired AI and machine learning capabilities; a majority have partnered with leading AI technology providers such as Amazon Lex, Salesforce Einstein, Google and IBM Watson.

“The value proposition is no longer to buy a CBCCI solution just because of the proven advantages of the cloud. These solutions are compelling because the vendors are delivering outstanding and differentiated capabilities, either natively, by acquisition, or through integrations with best-of-breed providers,” 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 2018 – 2019 Cloud-Based Contact Center Infrastructure Market Report provides contact center and IT managers with 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 features 10 leading and contending vendors: 8×8, Cisco, Content Guru, Five9, Genesys, NewVoiceMedia, NICE inContact, Serenova, Sharpen and Twilio.

The 2018-2019 edition of the Report covers 8 leading and contending vendors in-depth: Calabrio, CallMiner, NICE, OnviSource, SESTEK, Verint, Voci and VoiceBase. To learn more about the 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and 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 (qality 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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