World Cloud-Based Contact Center Infrastructure Market Report 2017-2018 - The Number of Seats will Grow by 22% in 2017, 22.5% in 2018, 23% in both 2019 and 2020
DUBLIN, Dec. 6, 2017 /PRNewswire/ --
The "2017-2018 Cloud-Based Contact Center Infrastructure Market Report" report has been added to Research and Markets' offering.
Cloud-Based Contact Center Infrastructure Market Report presents the foremost, authoritative analysis of this dynamic and rapidly growing IT sector. The Report provides detailed coverage of the competitive landscape, vendors, products, and trends and challenges that are driving this market; it also addresses market share, projections, adoption rates, benefits, return on investment, pricing, customer satisfaction and implementation best practices.
2017 was the breakthrough year for the cloud-based contact center infrastructure (CBCCI) market. Momentum, which has been building for years, has created a large and lucrative ecosystem of partnerships among many types of vendors. There are over 150 CBCCI competitors world-wide, and hundreds of system integrators, value-added resellers (VARs), distributors, technology partners, and more, who are dedicated to building this sector. While this is positive for the market in general, it makes it difficult for customers, who need to differentiate between the offerings. This Report provides prospects with the information they need to help select the best CBCCI solution for their operating environment.
The CBCCI vendors have invested millions of dollars over the past 20 years to build their solutions and supporting networks. These solutions are generally much more technologically current than their premise-based counterparts. And the innovation keeps coming, including the introduction of artificial intelligence, machine learning, natural language understanding and analytics into CBCCI solutions.
The CBCCI vendors are working hard to address security concerns and stay up to date with rapidly evolving security and regulatory requirements, including the Health Insurance Portability and Accountability Act (HIPAA) in the US, the world-wide payment Card Industry Data Security Standard (PCI DSS), the UK's Data Protection Act, the BDSG Federal Data Protection Act in Germany, the upcoming EU General Data Protection Regulation (GDPR), and many more.
The CBCCI market is growing rapidly, and a tremendous untapped opportunity remains as more companies transition to the cloud. It's estimated that the revenue size of the cloud-based contact center infrastructure market was at least $2.8 billion (excluding carrier revenue) as of the end of 2016. This represents only 11.4% of total contact center seats, so the revenue potential of this market is in the tens of billions. It's predicted that the number of seats will grow by 22% in 2017, 22.5% in 2018, 23% in both 2019 and 2020, and thn growth will slow to 21% in 2021.
Key Topics Covered:
1. Executive Summary
2. Introduction
3. Methodology 3.1 Report Participation Criteria
4. Service Delivery Models 4.1 Service Delivery Definitions 4.2 Vendor Service Delivery Options
5. Cloud-Based Contact Center Infrastructure Functional Overview 5.1 Core Cloud-Based Contact Center Infrastructure Functional Components 5.2 Core Cloud-Based Contact Center Infrastructure Functional Capabilities 5.2.1 ACD 5.2.2 IVR/IVA 5.2.3 CTI 5.2.4 Unified Communications 5.2.5 Outbound 5.2.6 CRM 5.2.7 Dashboards, Reporting and Analytics
6. Cloud-based Contact Center Infrastructure Technical Overview 6.1 Core CBCCI Technical Capabilities 6.1.1 Multi-Tenancy 6.1.2 Integration 6.1.3 Security 6.1.4 Compliance Management
7. Cloud-Based Contact Center Infrastructure Trends and Challenges 7.1 Cloud-Based Contact Center Infrastructure Trends 7.2 Cloud-Based Contact Center Infrastructure Challenges
8. Cloud-Based Contact Center Infrastructure Market Innovation 8.1 New Product Features 8.2 Future Enhancements
9. Cloud-Based Contact Center Vendors Deliver More Innovation with Less Effort 9.1 Ease of Doing Business: One Vendor, One Solution 9.2 The Quest for Highly Reliable System Performance 9.3 Contact Center Expertise 9.4 Ongoing Innovation 9.5 Down but not Out: Disaster Recovery/ Business Continuity 9.6 Cloud-Based Contact Center Infrastructure Vendor Selection Checklist
10. Omni-Channel Contact Centers for the Digital Era 10.1 Omni-Channel Contact Centers are the Future of Sales, Service and Support 10.2 Building and Transitioning to an Omni-Channel Contact Center Environment 10.3 The Omni-Channel Agent Experience 10.4 The Omni-Channel Supervisor Experience
11. Omni-Channel Key Performance Indicators 11.1 Contact Center KPI Requirements 11.2 Top Contact Center KPIs 11.3 KPIs to Engage and Motivate Agents
12. Super Agents: A Guide to Developing, Engaging and Retaining Omni-Channel Agents 12.1 Agent Engagement Best Practices 12.2 Good and Bad Agent Attrition 12.3 Focus on Agent Retention
13. Workforce Optimization Suites: An Ideal Complement to Cloud-Based Contact Center Infrastructure 13.1 WFO Defined 13.2 WFO Capabilities of Cloud-Based Contact Center Infrastructure Solutions 13.2.1 Recording 13.2.2 Quality Assurance/Quality Management 13.2.3 Workforce Management 13.2.4 Performance Management 13.2.5 Gamification 13.2.6 Voice of the Customer/Voice of the Employee/Surveying 13.3 WFO Analytics Offerings 13.3.1 Speech Analytics 13.3.2 Text Analytics 13.2.3 Desktop Analytics 13.2.4 Robotic Process Automation 13.2.5 Customer Journey Analytics
14. Cloud-Based Contact Center Infrastructure Market Activity Analysis 14.1 Cloud-Based Contact Center Infrastructure Customers and Seats
15. Cloud-Based Contact Center Infrastructure Market Projections
16. Adoption of Cloud-Based Contact Center Infrastructure Solutions
17. Cloud-Based Contact Center Infrastructure Competitive Landscape 17.1 What is a Contact Center Infrastructure Solution? 17.2 Hybrid Contact Center Software 17.3 What Companies Should Look For When Selecting Cloud-Based Vendors 17.4 What's Next for the Cloud-Based Contact Center Infrastructure Market
18. CBCCI Vendors and Solutions 18.1 Company Snapshot 18.2 Vendor Strategy 18.3 Cloud-Based Contact Center Infrastructure High-Level Functional Summary 18.4 SMB Offerings
19. Implementing and Managing a Cloud-Based Contact Center Infrastructure Solution 19.1 Implementation Analysis 19.2 Cloud-Based Contact Center Infrastructure Implementation Best Practices 19.3 License Management 19.4 Maintenance and Ongoing Support
20. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis 20.1 Summary of Survey Findings and Analysis: Vendor Categories 20.2 Summary of Survey Findings and Analysis: Product Categories 20.2.1 Product Satisfaction by Sub-Category and Customer 20.3 Customer Background and Insights 20.3.1 Customer Background 20.3.2 Customer Insights 20.3.3 Challenges to Address by Implementing a Cloud-Based Contact Center Infrastructure Solution 20.3.4 Strengths of Cloud-Based Contact Center Infrastructure Solutions 20.3.5 Product Enhancements 20.3.6 Additional Comments
21. Pricing 21.1 Pricing Structure 21.2 Pricing for a 50-Seat Implementation 21.3 Pricing for a 250-Seat Implementation 21.4 Pricing for a 500-Seat Implementation
22. Company Reports 22.1 88, Inc. 22.2 BroadSoft, Inc. 22.3 Content Guru 22.4 eLoyalty, LLC (a TeleTech Company) 22.5 Enghouse Interactive 22.6 Five9, Inc. 22.7 Genesys 22.8 NewVoiceMedia 22.9 NICE inContact 22.10 Serenova 22.11 Sharpen 22.12 Twilio, Inc.
For more information about this report visit https://www.researchandmarkets.com/research/rsgxjc/20172018
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