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Quality of Management: Companiesandmarkets.com Analyzes North American Hosted Contact Center Markets
Companiesandmarkets.com announced the release of its new study on the state of the North American hosted contact center market. The study focused on markets like hosted IVR, hosted ACD, hosted chat, hosted outbound customer contact, and hosted agent performance optimization (APO) applications.
According to the Companiesandmarkets.com, the North American hosted contact center market has evolved for the most part over the last decade from stand-alone contact center systems/applications, delivered as hosted services.
Some of the popular solutions delivered as hosted services include IVR, ACD, outbound and proactive customer contact, customer chat, and agent performance applications such as quality monitoring, workforce management, and analytics.
Customers source one or more of these applications from a hosted provider, while retaining the rest on premise. As a result, most customers manage a hybrid environment of premise-based and hosted contact center applications. In most cases, customers may choose to source different hosted applications from different hosted providers.
North America now has over 80 hosted contact center solution providers. They are categorized in a variety of ways including hosted service providers versus platform vendors selling to hosted service providers, Stand-alone/best-of-breed solution providers versus all-in-one/full-suite providers, SMB market focused versus enterprise market focused solution providers and dedicated hosting versus multi-tenant and cloud-based solution providers.
In addition to the above, contact center solution providers also include telecom service providers, contact center and IT outsourcers, specialist hosted solutions providers, and premise system vendors also offering hosted services.
A recent TMCnet article identifies the concept of a hosted contact center solution is a boon to any customer-facing organization for a number of reasons: the need for little capital upfront, the ability to offload software and server management and IT headaches to someone else, regular (and included with the price) updates, and the ability to extend the solutions' abilities to remote workers.
In addition to these, hosted contact center solutions also provides organizations with unlimited number of features: features that once upon a time, were either out of reach because of cost or too complicated to implement, since they had to come from a variety of different vendors in a variety of different solutions.
With the availability of all-in-one hosted contact center solutions – like that from Five9 (News - Alert) – call centers get everything they want, and more, helping them meet their needs and extend their services to new, revenue-generating areas, the report said.
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Carrie Schmelkin
