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

Published November 28, 2020

The CBCCI (also known as contact-center-as-a-service, CCaaS) market is red-hot. Already one of the fastest-growing IT sectors in the contact center prior to the pandemic, the CBCCI market is seeing rapid growth, driven by companies’ pandemic-related needs. Companies worldwide, many of which were planning to transition to a CCaaS solution from their on-premise infrastructure, have accelerated their move to the cloud by anywhere from 2 – 6 years, a remarkable rate for the traditionally staid contact center technology market.

CCaaS Vendors Rise to the Challenge of the COVID Crisis

The COVID-19 pandemic has had a profound impact on economies, businesses and individuals throughout the world. Traditional offices and contact center sites have been shuttered for months. 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. And many companies and government agencies that were not yet using cloud-based contact center solutions quickly adopted them. Post-pandemic, many enterprises will likely keep some or all of their employees working remotely. Cloud-based solutions such as voice and screen recording, interaction analytics and AQM are well-suited to addressing the needs of the work-at-home business model, 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.

Aside from the pandemic, another major trend in the contact center world is the convergence of CBCCI and workforce optimization (WFO) solutions. CBCCI vendors have been selling recording and QM, the core capabilities of WFO solutions, for years, but today CBCCI vendors are increasingly expected to offer their own WFO capabilities in order to be considered industry-leading. Enterprises are also asking their CCaaS vendors to provide a fully integrated administration environment for both the contact center infrastructure and WFO functions, to greatly simplify the management of the solutions, the contact center and agents.

Comprehensive and Authoritative Guide to the CBCCI Sector 

The 13th annual edition of DMG Consulting LLC’s Cloud-Based Contact Center Infrastructure Product and 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. The Report also presents the results of a comprehensive customer survey that measures satisfaction with the vendors and their product offerings. 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 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report features 9 leading and contending vendors: 8×8, Aspect, Cisco, Edify, Five9, NICE inContact, Puzzel, Twilio and Vonage. The Report thoroughly analyzes the CBCCI vendors, products, functional capabilities, market activity and pricing. It also includes satisfaction survey results for each of the featured vendors. The Report is intended 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 CCaaS needs.

  • Overview of the core functional components of CBCCI solutions, including a high-level overview of the core, optional and partner-provided functional components that comprise each of the featured CBCCI solutions 
  • Insightful look at the broader impacts of the COVID-19 pandemic on economic and industry trends and specific CBCCI trends and challenges that are influencing investments, innovation and adoption
  • CBCCI market innovation, including a review of capabilities and functionality that have been recently introduced or are planned to be delivered in the next 12 – 18 months 
  • Timely discussion of the critical role of CBCCI solutions in keeping contact centers and service organizations up and running during the COVID-19 pandemic, including their ability to support a work-at-home (WAH) model 
  • Review of the increasing requirements for omni-channel support, including consumers’ growing preferences for self-service and digital channel support
  • A look at the relationship between workforce optimization (WFO) and CBCCI solutions, and a high-level overview of the WFO components in each of the 9 CBCCI solutions featured in this analysis 
  • Examination of the importance of, and new requirements for, business continuity (BC)/disaster recovery (DR) plans as a result of the COVID crisis, including WAH provisions
  • CBCCI market activity and market share analysis, including trends, adoption rate, and 5-year projections
  • Review and assessment of the CBCCI competitive landscape, including a high-level company overview
  • Analysis of the key functional and technical capabilities of the 9 featured cloud-based contact center infrastructure solutions
  • Implementation analysis, including vendor methodology, best practices, integration capabilities and service level agreements (SLAs) 
  • Customer satisfaction survey results that measure and rank the vendors across 12 vendor categories, 7 product capabilities, 7 WFO applications and 12 platform components 
  • Vendor pricing structure and a breakdown of one-time and ongoing costs for a 250-seat CBCCI implementation for a voice only, omni-channel and digital-channel-only implementation for the 9 solutions covered in this Report 
  • Detailed company reports for the 9 featured CBCCI vendors, analyzing their products, functionality and future research and development (R&D) plans
  • CBCCI Vendor Directory
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. CBCCI Functional Overview
    • 4.1 CBCCI Functional Components
  5. Economic and Industry Trends
    • 5.1 Cloud-Based Contact Center Infrastructure Trends
    • 5.2 Cloud-Based Contact Center Infrastructure Challenges
  6. CBCCI Market Innovation
    • 6.1 New Product Features
    • 6.2 Future Enhancements
  7. CBCCI to the Rescue: The Critical Role of CBCCI in the Pandemic
    • 7.1 Self-Service
    • 7.2 Work-at-Home Agents
  8. Omni-Channel Requirements for CBCCI Solutions
    • 8.1 The Growing Importance of Digital Channels
    • 8.2 Channel Descriptions
    • 8.3 Omni-Channel Capabilities
    • 8.4 Agent Desktop
    • 8.5 Supervisor UI
  9. CBCCI and WFO: An Essential Merger
  10. BC/DR Plans in a Post COVID World
  11. Future Outlook for CBCCI
    • 11.1 AI, Machine Learning and Automation
  12. Market Activity Analysis
    • 12.1 Cloud-Based Contact Center Infrastructure Customers and Seats
  13. CBCCI Market Adoption
  14. CBCCI Market Projections
  15. CBCCI Competitive Landscape
    • 15.1 CBCCI Vendor Categories
    • 15.2 Company Snapshots
  16. Functional Analysis
    • 16.1 High-Level Functional Analysis
    • 16.2 Omni-Channel Routing and Queuing Engines
    • 16.3 CRM
    • 16.4 Outbound
    • 16.5 Dashboards, Reporting and Analytics
  17. CBCCI Technical Analysis
    • 17.1 High-Level Technical Summary
    • 17.2 Integration
    • 17.3 Security and Compliance
  18. Implementation Analysis
    • 18.1 SLAs
  19. CBCCI Satisfaction Survey and Analysis
    • 19.1 Summary of Survey Findings and Analysis: Vendor Categories
      • 19.1.1 Vendor Satisfaction by Category and Customer
    • 19.2 Summary of Survey Findings and Analysis: Product Capabilities
      • 19.2.1 Product Capabilities Satisfaction Ratings, by Category and Customer
    • 19.3 Summary of Survey Findings and Analysis: WFO Capabilities
      • 19.3.1 WFO Capabilities Satisfaction Ratings, by Category and Customer
    • 19.4 Summary of Survey Findings and Analysis: Product Platform
      • 19.4.1 Product Platform Satisfaction, by Category and Customer
    • 19.5 Customer Background and Insights
      • 19.5.1 Channels Supported
      • 19.5.2 Top 3 – 5 Strengths of the CBCCI Solution
      • 19.5.3 Top 3 – 5 Challenges of the CBCCI Solution
      • 19.5.4 Additional Comments
  20. Pricing
    • 20.1 Pricing Structure
    • 20.2 Pricing for a 250-Seat Voice-Only CBCCI Solution
    • 20.3 Pricing for a 250-Seat Omni-Channel (Voice and Digital) CBCCI Solution
    • 20.4 Pricing for a 250-Seat Digital-Only CBCCI Solution
  21. Company Reports
    • 21.1 8×8, Inc.
    • 21.2 Aspect Software, Inc.
    • 21.3 Cisco
    • 21.4 Edify Labs, Inc.
    • 21.5 Five9
    • 21.6 NICE inContact
    • 21.7 Puzzel Ltd.
    • 21.8 Twilio, Inc.
    • 21.9 Vonage Holdings Corp.

CBCCI Vendor Directory

Table of Figures

  • Figure 1: CBCCI Functional and Technical Building Blocks
  • Figure 2: Functional Components
  • Figure 3: Economic and Industry Trends
  • Figure 4: CBCCI Market Trends
  • Figure 5: CBCCI Market Challenges
  • Figure 6: New Product Features, by Vendor
  • Figure 7: Future Enhancements, by Category
  • Figure 8.1: IVR and IVA Self-Service Capabilities
  • Figure 8.2: IVA and IVR Self-Service Capabilities
  • Figure 9.1: Remote Staff/WAH Agents
  • Figure 9.2: Remote Staff/WAH Agents
  • Figure 10: The Omni-Channel Customer Journey
  • Figure 11: Requirements for Delivering Great CX in the New World
  • Figure 12: Channel Descriptions
  • Figure 13: Omni-Channel Capabilities
  • Figure 14.1: Agent Desktop
  • Figure 14.2: Agent Desktop
  • Figure 15.1: Supervisor UI
  • Figure 15.2: Supervisor UI
  • Figure 16: Contact Center Workforce Optimization Suite
  • Figure 17: WFO Capabilities
  • Figure 18.1: BC/DR
  • Figure 18.2: BC/DR
  • Figure 19.1: AI, Machine Learning and Automation
  • Figure 19.2: AI, Machine Learning and Automation
  • Figure 20: 2019 Cloud-Based Contact Center Infrastructure Customers and Seats, as of July 2020
  • Figure 21: 2019 Cloud-Based Contact Center Infrastructure Market Share Table, by Seats, as of July 2020
  • Figure 22: Cloud-Based Contact Center Infrastructure Market Share Chart, by Seats, as of July 2020
  • Figure 23: 2019 Cloud-Based Contact Center Infrastructure Market Share Table, by Customers, as of July 2020
  • Figure 24: Cloud-Based Contact Center Infrastructure Market Share Chart, by Customers, as of July 2020
  • Figure 25: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2019 vs. 2018 Comparison
  • Figure 26: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2019 vs. 2018 Comparison
  • Figure 27: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2019 vs. 2018 Comparison
  • Figure 28: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2019 vs. 2018 Comparison
  • Figure 29: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2010 – 2019
  • Figure 30: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2010 – 2019
  • Figure 31: Cloud-Based Contact Center Infrastructure Seats, Growth and Adoption Rates, 2010 – 2019
  • Figure 32: Cloud-Based Contact Center Infrastructure Seat Projections, 2020 – 2024
  • Figure 33: CBCCI Competitive Landscape
  • Figure 34.1: Company Information
  • Figure 34.2: Company Information
  • Figure 35.1: High-Level Functional Summary
  • Figure 35.2: High-Level Functional Summary
  • Figure 36.1: ACD/Omni-Channel Routing and Queuing Engine
  • Figure 36.2: ACD/Omni-Channel Routing and Queuing Engine
  • Figure 37.1: Customer Relationship Management/Case Management
  • Figure 37.2: Customer Relationship Management/Case Management
  • Figure 38.1: Outbound
  • Figure 38.2: Outbound
  • Figure 39.1: Dashboards, Reporting and Analytics
  • Figure 39.2: Dashboards, Reporting and Analytics
  • Figure 40.1: High-Level Technical Summary
  • Figure 40.2: High-Level Technical Summary
  • Figure 41.1: Integration
  • Figure 41.2: Integration
  • Figure 42.1: Security and Compliance
  • Figure 42.2: Security and Compliance
  • Figure 43.1: Implementation Analysis
  • Figure 43.2: Implementation Analysis
  • Figure 44.1: SLA
  • Figure 44.2: SLA
  • Figure 45: Customer Survey Rating Categories
  • Figure 46: Average Vendor Satisfaction Ratings, by Category
  • Figure 47: Current Product Satisfaction Ratings, by Customer
  • Figure 48: Implementation Satisfaction Ratings, by Customer
  • Figure 49: Professional Services Satisfaction Ratings, by Customer
  • Figure 50: Training Satisfaction Ratings, by Customer
  • Figure 51: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 52: System Upgrades Satisfaction Ratings, by Customer
  • Figure 53: Innovation Satisfaction Ratings, by Customer
  • Figure 54: Communication Satisfaction Ratings, by Customer
  • Figure 55: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 56: Ease of Doing Business with the Vendor Satisfaction Ratings, by Customer
  • Figure 57: Product Pricing Satisfaction Ratings, by Customer
  • Figure 58: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 59: Product Capabilities Satisfaction Ratings, by Category
  • Figure 60: Omni-channel (Voice and Digital) Inbound Capabilities Satisfaction Ratings, by Customer
  • Figure 61: Outbound Campaign Management Features and Functionality Satisfaction Ratings, by Customer
  • Figure 62: Omni-Channel Routing Engine Satisfaction Ratings, by Customer
  • Figure 63: Omni-Channel Queuing Features Satisfaction Ratings, by Customer
  • Figure 64: IVR/IVA Features and Functionality Satisfaction Ratings, by Customer
  • Figure 65: CRM Features and Functionality Satisfaction Ratings, by Customer
  • Figure 66: Reports and Dashboards Satisfaction Ratings, by Customer
  • Figure 67: WFO Capabilities Satisfaction Ratings, by Category
  • Figure 68: Omni-Channel Call and Screen Recording Features and Functionality Satisfaction Ratings, by Customer
  • Figure 69: Omni-Channel Quality Management/Coaching Capabilities Satisfaction Ratings, by Customer
  • Figure 70: Surveying/Voice of the Customer (VoC) Satisfaction Ratings, by Customer
  • Figure 71: Knowledge Management Satisfaction Ratings, by Customer
  • Figure 72: Interaction (Speech and Text) Analytics Satisfaction Ratings, by Customer
  • Figure 73: Customer Journey Analytics Satisfaction Ratings, by Customer
  • Figure 74: Robotic Process Automation (RPA) Satisfaction Ratings, by Customer
  • Figure 75: Product Platform Satisfaction Ratings, by Category
  • Figure 76: Agent Desktop Capabilities for Handling Omni-Channel Voice and Digital Interactions in a Unified Interface Satisfaction Ratings, by Customer
  • Figure 77: Supervisor User Interface (UI) Features and Functions, Including Ability to Monitor Omni-Channel Agent Interactions Satisfaction Ratings, by Customer
  • Figure 78: Features and Ability to Support Remote and Work-at-Home (WAH) Staff Satisfaction Ratings, by Customer
  • Figure 79: Artificial Intelligence (AI) Capabilities Satisfaction Ratings, by Customer
  • Figure 80: System Administration Environment (Ease of Configuration/Use/Maintenance) Satisfaction Ratings, by Customer
  • Figure 81: Provisioning and License Management Satisfaction Ratings, by Customer
  • Figure 82: System Security Features Satisfaction Ratings, by Customer
  • Figure 83: Compliance Management Features Satisfaction Ratings, by Customer
  • Figure 84: System Scalability Satisfaction Ratings, by Customer
  • Figure 85: Platform Reliability (System Availability and Uptime) Satisfaction Ratings, by Customer
  • Figure 86: Business Continuity/Disaster Recovery Capabilities Satisfaction Ratings, by Customer
  • Figure 87: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 88: What channels do you use your cloud-based contact center infrastructure solution to support?
  • Figure 89: What are the top 3 – 5 strengths of your CBCCI solution?
  • Figure 90: Please tell us the top 3 – 5 challenges of your cloud-based contact center solution.
  • Figure 91: Additional comments about your experience with the vendor and/or solution.
  • Figure 92.1: Pricing Structure
  • Figure 92.2: Pricing Structure
  • Figure 93.1: Pricing for a 250-Seat Voice-Only CBCCI Solution
  • Figure 93.2: Pricing for a 250-Seat Voice-Only CBCCI Solution
  • Figure 94.1: Pricing for a 250-Seat Omni-Channel (Voice and Digital) CBCCI Solution
  • Figure 94.2: Pricing for a 250-Seat Omni-Channel (Voice and Digital) CBCCI Solution
  • Figure 95.1: Pricing for a 250-Seat Digital-Only CBCCI Solution
  • Figure 95.2: Pricing for a 250-Seat Digital-Only CBCCI Solution
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