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DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report


Strengthening demand drives surge of activity, including mergers and acquisitions

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

What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report

When: Today, 13 October 2021

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 2021–2022 Cloud-Based Contact Center Infrastructure Product and Market Report. The Report examines the competitive landscape and the business, market and technology trends driving this fast-growing and vital IT segment. This edition of the Report includes insightful discussions about the changes in this sector brought on or accelerated by the pandemic, and provides strategic and tactical recommendations to thrive in a post-pandemic world. 

The cloud-based contact center infrastruture (CBCCI) market is the fastest growing IT sector in contact centers because these solutions give enterprises what they want – the agility to meet their customers’ evolving inbound and outbound needs, in voice and digital channels. The CBCCI vendors are investing heavily in research and development (R&D), and the new generation of solutions feature robust architectural, processing and functional innovations that surpass the capabilities and flexibility of many of the older offerings. The CBCCI solutions that were introduced to the market in the last few years leverage the newest technology and design principles. They can run in private and public cloud facilities and can also be deployed on-premise or in a hybrid mode.

Enterprises need robust out-of-the-box capabilities, as well as full integration with leading third-party customer relationship management (CRM) systems. They want to be able to adapt their customer-facing solutions quickly and easily and they increasingly expect their CBCCI solution to come with workforce optimization (WFO)/workforce engagement management (WEM) modules (quality management (QM), workforce management (WFM), surveying, etc.). Enterprise software vendors are purchasing CBCCI solutions and other complementary contact center applications and capabilities to enhance their offerings, and a majority of the CBCCI solutions deliver “all-in-one” functionality. DMG also expects to see more like-to-like acquisitions of CBCCI solutions during the next few years as this market continues to grow rapidly. “Enterprises have over 200 CBCCI solutions from which to select, making this a highly competitive sector and a buyer’s market,” said Donna Fluss, President of DMG Consulting. “However, organizations that want to build their own CBCCI solution can purchase an open contact center platform with programmable application programming interfaces (APIs) that allow full customization.”

While the vast majority of contact center seats are still on-premise, innovation is focused on the cloud-based solutions. The adoption rate of CBCCI seats was only an estimated 17% as of the end of calendar year 2020, evidencing the substantial opportunities these vendors have to open up the rest of the contact center market. But this is just a small piece of the addressable market for these valuable customer-facing solutions. DMG Consulting predicts that CBCCI functionality will become a standard productivity tool across enterprises in the next 10 years. This means that CBCCI capabilities will be used by a large percentage of knowledge workers far beyond the contact center.

The 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report provides a detailed analysis of the vendors, products, functional capabilities and pricing. It also includes comprehensive satisfaction survey results for each of the featured vendors. This edition covers 11 leading and contending vendors: 8×8, Alvaria (formed by the merger of Aspect Software and Noble Systems), Bright Pattern, Cisco, Five9, NICE CXone, Puzzel, Salesforce, Twilio, UJET and Vonage. Salesforce is covered at a high level. The Report is designed to help contact center, IT and enterprise leaders and managers in companies of all sizes select the right solution, functionality and partner to meet their organization’s current and future cloud-based contact center infrastructure needs. 
To learn more about the 2021 – 2022 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 advises enterprises, vendors and the financial community on all aspects of building, acquiring, operating, optimizing and investing in contact centers, to enhance their enabling technologies and the customer experience (CX). A leader in vendor-agnostic research and consulting, DMG is the only firm whose expertise spans operations and technology. DMG is the primary source for market activity and revenue data and analysis for contact center IT segments. It publishes annual in-depth reports on contact center and back-office industry sectors, including cloud-based contact center infrastructure (contact center as a service, CCaaS), digital customer service, intelligent virtual agents, interaction analytics, robotic process automation (RPA), workforce management (WFM), workforce optimization (WFO) and more. These reports provide the accurate market share, trend identification, growth predictions, functional capabilities and pricing information DMG’s global clients rely on to make critical business decisions. Learn more at

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