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DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report


Strong and innovative sector with sustained growth and momentum

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

What:    Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report

When:    Today, 11 December 2019

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 2019 – 2020 Cloud-Based Contact Center Infrastructure Market Report. DMG’s twelfth annual report provides a thorough and authoritative analysis of the products, innovation and competitive landscape, and the business, market and technology trends and drivers that are shaping the cloud-based contact center infrastucture (CBCCI) market. 

The CBCCI market is performing well and continuing to pick up momentum: Sales of CBCCI solutions are coming from replacements of on-premise solutions, organizations switching from one CBCCI provider to another, and small and mid-size enterprises (SMEs) purchasing their first contact center systems. Growing demand is being driven by the classic CBCCI benefits as well as innovation being delivered by the vendors who are striving to differentiate themselves in a crowded market. The number of CBCCI seats in the market grew by 20.1% between 2017 and 2018 (as of July 31, 2019).  DMG expects the number of CBCCI seats to increase by 23% in 2019 and 2020, by 21% in 2021 and 2022, and by 20% in 2023.

CBCCI offerings have reached functional parity with on-premise solutions, and companies large and small are taking advantage of the market-changing innovation and automation that the cloud-based solutions provide. The CBCCI vendors are delivering vastly improved user interfaces and experiences (UIs and UXs), agent desktops, enhanced routing capabilities, new key performance indicators (KPIs), and better analytics and reporting. The vendors are offering out-of-the-box interfaces to make it easier to integrate cloud-based solutions with all types of contact center applications.

“The cloud-based delivery model is the future of contact center solutions,” said Donna Fluss, President of DMG Consulting LLC. “Although there is still a place in the market for on-premise solutions, most companies are migrating contact center applications to the cloud, some selecting a hybrid approach that utilizes both cloud-based and on-premise applications.”

The digital transformation is driving growth and innovation in the CBCCI market, and the CBCCI vendors have started to push a “digital-first” agenda by delivering omni-channel solutions to address customer demands in an increasingly digital economy. Among the critical components of an omni-channel solution are a universal queue (UQ) that centralizes the handling of voice and digital channels. Other important features are robust UIs and cross-channel orchestration that allow customers to escalate their requests and pivot among channels without losing history or context. Artificial intelligence (AI) and predictive analytics are also profoundly impacting the CBCCI market. AI is being incorporated into the new generation of solutions as a foundational layer, through acquisitions, or via partnerships with vendors offering sophisticated AI capabilities. 

The 2019 – 2020 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 9 leading and contending vendors: 8×8, Cisco, Content Guru, Five9, Genesys, NICE inContact, Serenova, Sharpen and Twilio. Vonage, who acquired NewVoiceMedia in November 2018, is covered at a high level.

To learn more about the 2019 – 2020 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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