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

Published October 12, 2021
report cover
Limited Time Discount

Download the abstract »

Price: $3,900

Buy this report

Strengthening demand for CBCCI solutions during the past 18 months has driven a surge of activity in this market, including a substantial number of mergers and acquisitions. DMG expects the CBCCI market to continue to pick up momentum over the next 5 years, and likely for at least the following 10, as there are many premise-based contact center seats to replace and even more enterprise-wide opportunities opening up.

The CBCCI market is active, and the future looks very bright

The CBCCI market is the fastest growing IT sector in contact centers because these solutions are giving enterprises what they want – the agility to meet their customers’ evolving inbound and outbound needs, in voice and digital channels. Innovation in the contact center market is focused on cloud-based solutions. These CBCCI vendors are investing heavily in research and development (R&D) to enable their clients to deliver an outstanding and differentiated customer experience, cost effectively. 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 Most Complete and Authoritative Guide to the CBCCI Sector 

The 14th annual edition of DMG Consulting LLC’s Cloud-Based Contact Center Infrastructure Product and Market Report continues DMG’s comprehensive analysis of all aspects of this dynamic sector. The Report examines the competitive landscape and the business, market and technology trends driving this fast-growing and increasingly vital IT segment. This edition also looks ahead to the strategic and tactical requirements for contact centers to thrive in a post-pandemic world.

The 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report 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 provides a detailed analysis of the vendors, products, functional capabilities and pricing. It also includes satisfaction survey results for each of the featured vendors. This Report is intended to help contact center, IT and enterprise leaders and managers in small, mid-size and large companies select the right solution, functionality and partner to meet their organization’s current and future cloud-based contact center infrastructure needs.

  • Overview of the core and optional functional building block components of CBCCI solutions,
  • Business and market trends and challenges that are influencing investments and accelerating 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
  • How COVID-19 became a catalyst for change in the world of customer service and contact centers, accelerating digital transformation and other enhancements and innovations
  • How AI is going to alter and improve contact center technology and operations during the next 5 – 20 years
  • How customer expectations for a great service experience have been altered by the pandemic, and what delivering an outstanding customer experience (CX) means today and post-pandemic
  • Timely discussion of the pivotal role of CBCCI solutions in the contact center’s ability to support a work-at-home (WAH) and hybrid staffing model
  • Review and assessment of the CBCCI competitive landscape, including a high-level company overview and key functional capabilities of the CBCCI solutions, with a high-level overview of the WFO/WEM components in the featured CBCCI solutions
  • High-level technical components overview, including administration and provisioning, recording, security and compliance, business intelligence (BI) analytics and reporting, and data center, backup, disaster recovery (DR) and business continuity (BC) capabilities
  • Implementation analysis; vendor implementation methodology and best practices, professional services, training and workshops, return on investment (ROI) time frame and service level agreements (SLAs)
  • Customer satisfaction survey results that measure and rank the vendors across 12 vendor categories, 10 product features, 7 platform features and 5 WFO/WEM applications
  • 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 10 solutions featured in this Report
  • Detailed company reports for the CBCCI solution providers covered in the report, analyzing their products, functionality and future R&D plans
  • CBCCI Vendor Directory
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. Cloud-Based Contact Center Infrastructure Functional Overview
  5. Cloud-Based Contact Center Infrastructure Trends and Challenges
    • 5.1 Cloud-Based Contact Center Infrastructure Trends
    • 5.2 Cloud-Based Contact Center Infrastructure Challenges
  6. Cloud-Based Contact Center Infrastructure Market Innovation
    • 6.1 New Product Features
    • 6.2 Future Enhancements
  7. The Contact Center Reimagined
  8. Into the Future
  9. Customer Experience in the New Business Paradigm
    • 9.1 Omni-Channel Requirements
    • 9.2 Omni-Channel Routing and Queuing
    • 9.3 Outbound
    • 9.4 Intelligent Self-Service
    • 9.5 Knowledge Management
    • 9.6 Surveying/Voice of the Customer
    • 9.7 Interaction Analytics
    • 9.8 Customer Journey Analytics
  10. The New World of Work
    • 10.1 Customer Relationship Management
    • 10.2 New-Gen Workforce Management
    • 10.3 Quality Management/Analytics-Enabled Quality Management
    • 10.4 Desktop Analytics
    • 10.5 Contact Center Performance Management and Gamification
      • 10.5.1 New Key Performance Metrics
    • 10.6 Agent Desktop
    • 10.7 Supervisor Interface
  11. Cloud-based Contact Center Infrastructure Competitive Landscape
  12. Cloud-Based Contact Center Infrastructure Functional Components
    • 12.1 Workforce Optimization/Workforce Engagement Management Capabilities
  13. High-Level Cloud-Based Contact Center Infrastructure Technical Analysis
    • 13.1 Administration and Provisioning
    • 13.2 Recording
    • 13.3 Security and Compliance
    • 13.4 Business Intelligence, Analytics and Reporting
    • 13.5 Data Center, Backup, Disaster Recovery and Business Continuity
  14. Implementation Analysis
    • 14.1 Service-Level Agreements
  15. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis
    • 15.1 Summary of Survey Findings and Analysis: Vendor Categories
      • 15.1.1 Vendor Satisfaction by Category and Customer
    • 15.2 Summary of Survey Findings and Analysis: Product Features
      • 15.2.1 Product Features Satisfaction, by Category and Customer
    • 15.3 Summary of Survey Findings and Analysis: Platform Features
      • 15.3.1 Platform Features Satisfaction, by Category and Customer
    • 15.4 Summary of Survey Findings and Analysis: WFO/WEM Capabilities
      • 15.4.1 WFO/WEM Capabilities Satisfaction, by Category and Customer
    • 15.5 Customer Background and Insights
      • 15.5.1 Channels Supported by the CBCCI Solution
      • 15.5.2 Top 3 – 5 Ways the CBCCI Vendor is Supporting Your Digital Transformation
      • 15.5.3 Top 3 – 5 CBCCI Challenges
      • 15.5.4 Additional Comments
  16. Pricing
    • 16.1 Pricing Structure
    • 16.2 Pricing for a 250-Seat Voice-Only CBCCI Solution
    • 16.3 Pricing for a 250-Seat Omni-Channel (Voice and Digital) CBCCI Solution
    • 16.4 Pricing for a 250-Seat Digital-Only CBCCI Solution
  17. Company Reports
    • 17.1 8×8
    • 17.2 Alvaria
    • 17.3 Bright Pattern, Inc.
    • 17.4 Cisco
    • 17.5 Five9, Inc.
    • 17.6 NICE CXone
    • 17.7 Puzzel Ltd.
    • 17.8 Salesforce
    • 17.9 Twilio, Inc.
    • 17.10 UJET
    • 17.11 Vonage Holdings Corp.

Appendix: Cloud-Based Contact Center Infrastructure Vendor Directory

Table of Figures

  • Figure 1: CBCCI Functional and Technical Capabilities
  • Figure 2: CBCCI Trends
  • Figure 3: CBCCI Challenges
  • Figure 4: New Product Features, by Vendor
  • Figure 5: Future Enhancements, by Category
  • Figure 6: Enterprise Transformation
  • Figure 7: The Contact Center AI Brain
  • Figure 8.1: Artificial Intelligence, Machine Learning and Automation
  • Figure 8.2: Artificial Intelligence, Machine Learning and Automation
  • Figure 9: CX in the New Business Paradigm
  • Figure 10: Breaking Down the Walls Between the Front and Back Office
  • Figure 11: Top Contact Center Investments Post-Pandemic
  • Figure 12: Omni-Channel Capabilities
  • Figure 13.1: Omni-Channel Routing and Queuing
  • Figure 13.2: Omni-Channel Routing and Queuing
  • Figure 14.1: Outbound
  • Figure 14.2: Outbound
  • Figure 15: Intelligent Virtual Agent
  • Figure 16.1: Self-Service
  • Figure 16.2: Self-Service
  • Figure 17.1: Knowledge Management
  • Figure 17.2: Knowledge Management
  • Figure 18.1: Surveying/VoC/CX
  • Figure 18.2: Surveying/VoC/CX
  • Figure 19: How Interaction Analytics Works
  • Figure 20: Enterprise Uses of Interaction Analytics
  • Figure 21.1: Interaction Analytics
  • Figure 21.2: Interaction Analytics
  • Figure 22: The Customer Journey Analytics Process
  • Figure 23.1: CJA
  • Figure 23.2: CJA
  • Figure 24: Tools to Help Engage and Manage in a WAH/Hybrid Contact Center World
  • Figure 25.1: CRM
  • Figure 25.2: CRM
  • Figure 26: Enterprise WFM Suite Components
  • Figure 27: WFM Challenges in the New Paradigm
  • Figure 28: Core Requirements for New-Gen WFM
  • Figure 29: Real-Time Intelligent Adaptive Intraday Management
  • Figure 30: Agent Self Service/Mobility Empowerment
  • Figure 31.1: WFM
  • Figure 31.2: WFM
  • Figure 32: How Analytics-Enabled Quality Management Works
  • Figure 33: AQM/Coaching Cycle
  • Figure 34.1: QM/AQM
  • Figure 34.2: QM/AQM
  • Figure 35.1: Desktop Analytics
  • Figure 35.2: Desktop Analytics
  • Figure 36: Contact Center Performance Management
  • Figure 37.1: CCPM and Gamification
  • Figure 37.2: CCPM and Gamification
  • Figure 38: Internal vs. External KPIs
  • Figure 39: Standard Key Performance Indicators
  • Figure 40: Customer-Centric Key Performance Indicators
  • Figure 41: Implicit Key Performance Indicators
  • Figure 42.1: KPIs
  • Figure 42.2: KPIs
  • Figure 43.1: Agent Desktop
  • Figure 43.2: Agent Desktop
  • Figure 44.1: Supervisor/Manager Interface
  • Figure 44.2: Supervisor/Manager Interface
  • Figure 45: CBCCI Competitive Landscape
  • Figure 46.1: Company Information, as of June 2021
  • Figure 46.2: Company Information, as of June 2021
  • Figure 47: CBCCI Functional Components
  • Figure 48: Contact Center WFO/WEM Suite
  • Figure 49: WFO/WEM Capabilities
  • Figure 50.1: High-Level Technical Summary
  • Figure 50.2: High-Level Technical Summary
  • Figure 51.1: Administration and Provisioning
  • Figure 51.2: Administration and Provisioning
  • Figure 52: Technically Advanced Recording
  • Figure 53.1: Recording
  • Figure 53.2: Recording
  • Figure 54.1: Security and Compliance
  • Figure 54.2: Security and Compliance
  • Figure 55.1: Business Intelligence, Analytics and Reporting
  • Figure 55.2: Business Intelligence, Analytics and Reporting
  • Figure 56.1: Data Center, Backup, Disaster Recovery (DR) and Business Continuity (BC)
  • Figure 56.2: Data Center, Backup, Disaster Recovery (DR) and Business Continuity (BC)
  • Figure 57.1: Implementation Analysis
  • Figure 57.2: Implementation Analysis
  • Figure 58.1: Service Level Agreements (SLAs)
  • Figure 58.2: Service Level Agreements (SLAs)
  • Figure 59: Customer Survey Rating Categories
  • Figure 60: Average Vendor Satisfaction Ratings, by Category
  • Figure 61: Product Satisfaction Ratings, by Customer
  • Figure 62: Implementation Satisfaction Ratings, by Customer
  • Figure 63: Professional Services Satisfaction Ratings, by Customer
  • Figure 64: Training Satisfaction Ratings, by Customer
  • Figure 65: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 66: System Upgrades Satisfaction Ratings, by Customer
  • Figure 67: Innovation Satisfaction Ratings, by Customer
  • Figure 68: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 69: Communication Satisfaction Ratings, by Customer
  • Figure 70: Ease of Doing Business with Vendor Satisfaction Ratings, by Customer
  • Figure 71: Product Pricing Satisfaction Ratings, by Customer
  • Figure 72: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 73: Average Product Features Satisfaction Ratings, by Category
  • Figure 74: Omni-Channel Inbound Satisfaction Ratings, by Customer
  • Figure 75: Omni-Channel Outbound and Campaign Management Satisfaction Ratings, by Customer
  • Figure 76: Digital-Only Channels Satisfaction Ratings, by Customer
  • Figure 77: Interactive Voice Response/Intelligent Virtual Agent Self-Service Satisfaction Ratings, by Customer
  • Figure 78: CRM Satisfaction Ratings, by Customer
  • Figure 79: Supervisor Interface (UI/UX) Satisfaction Ratings, by Customer
  • Figure 80: Agent Omni-Channel Desktop and Experience Satisfaction Ratings, by Customer
  • Figure 81: Remote/Work-at-Home Agent and Supervisor Capabilities Satisfaction Ratings, by Customer
  • Figure 82: Artificial Intelligence and Automation Satisfaction Ratings, by Customer
  • Figure 83: Business Intelligence, Analytics and Reporting Satisfaction Ratings, by Customer
  • Figure 84: Average Platform Features Satisfaction Ratings, by Category
  • Figure 85: System Administration/Provisioning and License Management Satisfaction Ratings, by Customer
  • Figure 86: System Security Satisfaction Ratings, by Customer
  • Figure 87: Regulatory Compliance Satisfaction Ratings, by Customer
  • Figure 88: System Scalability Satisfaction Ratings, by Customer
  • Figure 89: Platform Reliability Satisfaction Ratings, by Customer
  • Figure 90: Business Continuity/Disaster Recovery Satisfaction Ratings, by Customer
  • Figure 91: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 92: WFO/WEM Capabilities Satisfaction Ratings, by Category
  • Figure 93: Omni-Channel Call and Screen Recording Satisfaction Ratings, by Customer
  • Figure 94: Omni-Channel Quality Management (QM) Satisfaction Ratings, by Customer
  • Figure 95: Surveying/Voice of the Customer (VoC) Satisfaction Ratings, by Customer
  • Figure 96: Workforce Management Satisfaction Ratings, by Customer
  • Figure 97: Interaction (Speech and Text) Analytics Satisfaction Ratings, by Customer
  • Figure 98: Channels Supported by the CBCCI Vendors
  • Figure 99: Top 3 – 5 Ways the CBCCI Vendor is Supporting your Digital Transformation
  • Figure 100: Top 3 – 5 Challenges of your CBCCI Solution
  • Figure 101: Additional Comments about your Experience with the Vendor and/or Product.
  • Figure 102.1: Pricing Structure
  • Figure 102.2: Pricing Structure
  • Figure 103.1: Pricing for a 250-Seat Voice-Only CBCCI Solution
  • Figure 103.2: Pricing for a 250-Seat Voice-Only CBCCI Solution
  • Figure 104.1: Pricing for a 250-Seat Omni-Channel (Voice and Digital) CBCCI Solution
  • Figure 104.2: Pricing for a 250-Seat Omni-Channel (Voice and Digital) CBCCI Solution
  • Figure 105.1: Pricing for a 250-Seat Digital-Only CBCCI Solution
  • Figure 105.2: Pricing for a 250-Seat Digital-Only CBCCI Solution
Buy this report

Price: $3,900

report cover
Limited Time Discount

Download the abstract »

Have a question about this report?