DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report


Red-hot sector seeing rapid growth, driven by companies’ pandemic-related needs

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

What:      Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report

When:    Today, 2 December 2020

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

2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report. This year’s Report discusses the impact of the coronavirus pandemic on the short- and long-term future of this increasingly important sector. It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents.

The pandemic has positively impacted the cloud-based contact center infrastructure (CBCCI), also known as contact center as a service (CCaaS),  market. This highly competitive sector was doing very well before the onset of COVID-19, and the pandemic has fueled even more rapid growth. Companies that had CCaaS solutions in place at the outset of the pandemic were better prepared than their on-premise counterparts to move employees out of the office and into the safety of their homes. Companies worldwide, many of which were planning to transition to a CCaaS solution from their on-premise infrastructure (automatic call distributor (ACD) or dialer), have accelerated their move to the cloud by anywhere from 2 – 6 years, a remarkable rate for the traditionally staid contact center technology market.

Among the lessons learned from the pandemic is that the work-at-home business model is here to stay. “Post-pandemic, many enterprises will likely keep some or all of their employees working remotely, said Donna Fluss, President of DMG Consulting. “Contact centers are, in fact, better positioned than most departments to have their employees work remotely, because of the many applications and tools available to oversee and manage their workers, regardless of their location.”  Interaction (speech and text) analytics can empower contact center agents with the information and context they need to handle inquiries, and also identify trends and challenges for the entire enterprise. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day. Quality management (QM) and analytics-enabled quality management (AQM) can identify training and coaching opportunities, and mobile-enabled workforce management (WFM) solutions help keep track of employees and allow agents to adjust their working hours, regardless of where they are located.

The CCaaS market experienced a rapid adoption rate during the past decade. In 2010, DMG reported that the number of CCaaS seats was 483,875 out of an estimated 14 million worldwide contact center infrastructure seats, an adoption rate of 3.5%. As of the end of July 2020, the CCaaS adoption rate was 19.9%; of the estimated 19,427,055 worldwide contact center infrastructure seats, 3,869,897 were in the cloud, although not all of these were public cloud seats. (DMG depends on third-party sources for the number of worldwide contact center seats.) DMG believes that the adoption rate of CBCCI solutions may increase another 2% – 4% by the end of the calendar year, and 2021 is expected to be a record year for this market.

The 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report explores the competitive landscape, market share, projections and adoption rates, and the business, market and technological trends that are driving the rapid growth of this essential segment. It features 9 leading and contending vendors: 8×8, Aspect, Cisco, Edify, Five9, NICE inContact, Puzzel,  Twilio and Vonage. The report gives contact center, IT and enterprise leaders in companies of all sizes the vendor, product, functional, technical and pricing information they need to select the right cloud-based contact center infrastructure solution for their organization.  

To learn more about the 2020 – 2021 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 (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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