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Recession Spurs Growth in Hosted Contact Center Infrastructure Market: DMG Consulting
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Recession Spurs Growth in Hosted Contact Center Infrastructure Market: DMG Consulting

September 23, 2009

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By Brendan B. Read,
Senior Contributing Editor

Enterprises have long leased rather than bought when it comes to property and equipment because it frees up scarce capital to be used more productively elsewhere and because it gives them greater flexibility while supplying them with newest and proven designs with excellent support.

 
Driven by the downturn, contact centers are moving at a quicker pace to similar choices i.e. hosted solutions for their infrastructure: routing, IVR, CTI (News - Alert), knowledge management, speech analytics, and workforce management for likewise sound reasons.
 
A new report by DMG Consulting, the 2009 Hosted Contact Center Infrastructure Market Report reveals that the hosted contact center infrastructure market posted impressive growth in 2008 and the first half of 2009 is proving to be even better with 2010 to be outstanding. It forecasts that this market will grow by 30 percent, 35 percent, and 20 percent each year from 2009 to 2011 respectively. 
 
DMG says the report illustrates that even though 2008 was a down year for most technology products, research showed that the worldwide economic recession actually drove many types of organizations in all verticals to consider hosted contact center infrastructure solutions. It says it is interesting to note that many of these companies are not classic risk takers, but rather those that see hosting as an opportunity to do business differently, without a significant initial investment.
 
Market growth can be attributed to several factors including better, more stable and feature-rich solutions, increased contact center domain expertise and implementation best practices, and flexible pricing. The future is very promising for hosted contact center solutions, even after the recession abates. 
 
During its research, DMG Consulting found high levels of customer satisfaction for most of the hosted vendors. Quick deployments, minimal cash outlay, a rapid and quantifiable return on investment (ROI), a reduced maintenance burden, and the opportunity to "try before you buy" are among the top reasons for satisfied customers. The six leading hosted contact center vendors detailed in the 2009 Hosted Contact Center Infrastucture Market Report are: BT (News - Alert), Contactual, Echopass, inContact, LiveOps, and USAN.
 
The report contains actionable information that prospective buyers need to make informed technology decisions and successfully implement their solutions-detailed analysis on. It looks at leading vendors, product functionality, benefits, market trends and share, opportunities and challenges, pricing, ROI, best practices, and customer satisfaction.
 
A unique component of this report is a revenue analysis of the entire contact center technology market. This revenue breakdown was built by DMG from the ground up and details the top 18 contact center applications, including their adoption rates and their percentages of attributable revenue.
 
“The recession has been very kind to many hosted contact center and CRM application providers,” said Donna Fluss, president of DMG Consulting. “End users who can't afford or do not have cash available for a major capital investment are seeking alternatives and turning to hosted solutions.”

Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Stefania Viscusi
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