***MEDIA ALERT***

DMG Consulting Releases 2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report

Pivotal year driven by strength and innovation of CBCCI solutions  

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

What:     Releases 2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report 

When:    Today, 14 June 2022

Where:   Available at the DMG Consulting online store

Background:

DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services, today released the 2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report, This Report is the primary resource for vendors, investors and other members of the financial community who want to understand this sector’s competitive landscape, market share by revenue and seats, geographical breakdown, adoption rate, and current and projected total addressable market (TAM).  The Report provides a detailed analysis of the performance of the CBCCI competitors in calendar year 2021.

2021 was a breakout year for the cloud-based contact center infrastructure market. The ongoing COVID-19 pandemic drove an increased alignment of enterprise and vendor dynamics, which sped up the adoption of CBCCI solutions. Momentum is strong and will continue to grow, driven by the realization and acceptance that many employees will continue working from home (or other remote locations) all or some of the time, as well as the strength and innovation of the CBCCI solutions. Enterprises are now confident in the reliability of these solutions and appreciate their ability to scale up or down quickly, when needed. The CBCCI vendors have responded brilliantly to market demand for highly innovative offerings, and their execution is exceeding market expectations.

Leading and contending cloud-based contact center infrastructure vendors continue to deliver innovative capabilities that were not considered possible as recently as 5 years ago, which is why so many of them are capturing customers. Artificial intelligence (AI) and automation are the cornerstones for much of the R&D, resulting in incremental enhancements to existing capabilities while also building a new foundation (and infrastructure) for the future of these solutions. Flexibility and adaptability are also helping to fuel waves of innovation throughout the contact center software market. “The vendors no longer feel compelled to stay in their traditional software lanes and are expanding into new territory, broadening the capabilities of their solutions and their TAM,” said Donna Fluss, President of DMG Consulting. “The rules of engagement for selling contact center software have been overthrown, bringing a fresh and very welcome perspective to what these solutions can and should do for enterprises.”

With approximately 200 competitors, a majority of whom appear to be profitable, the cloud-based contact center infrastructure market is a phenomenon.  DMG expects the CBCCI market to continue its robust expansion, growing faster than most other contact center and IT technology sectors for the next five years. 2021 was a pivotal year where the cloud-based contact center infrastructure market made a very large one-time leap, propelling it to an all-time-high growth rate. DMG does not expect the CBCCI market to experience this extremely rapid growth again for the foreseeable future; however, we do anticipate the number of seats sold in each subsequent year to climb on a year-over-year basis. 

The 2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report analyzes the seat and revenue activity of 22 leading and contending CBCCI vendors: NICE CXone, Genesys, Amazon Connect, Cisco, Twilio, Five9, RingCentral, Avaya, Content Guru, 8×8, Odigo, TTEC, Enghouse, Vonage, Puzzel, Alvaria, Verizon, UJET, Bright Pattern, ATT, Lifesize, and Salesforce.  It also takes into account the market activity of an estimated 178 “Other” market competitors. The Report complements DMG’s annual Cloud-Based Contact Center Infrastructure Product and Market Report, which reviews vendors, technology, trends and challenges, pricing, and more.

To learn more about the 2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report, view the Report abstract or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit www.dmgconsult.com.

About DMG Consulting LLC 

DMG Consulting LLC provides expert guidance, industry reports, and primary research that guide the critical decisions made by businesses, technology providers and investors in the dynamic and rapidly transforming contact center and back-office markets. Driving the strategic direction of the customer experience (CX) is at the core of DMG’s extensive consultation and collaboration with executives, leaders and industry innovators. DMG’s methodologies and in-depth understanding of people, process and technology create outstanding business outcomes and position organizations to deliver the next generation of customer and contact center experiences in an AI-driven digital world. Learn more at dmgconsult.com.

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