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Research and Markets: 2014-2015 Cloud-Based Contact Center Infrastructure Market Report
[December 11, 2014]

Research and Markets: 2014-2015 Cloud-Based Contact Center Infrastructure Market Report


Research and Markets (http://www.researchandmarkets.com/research/6p9ltx/20142015) has announced the addition of the "2014-2015 Cloud-Based Contact Center Infrastructure Market Report" report to their offering.

There has never been a better time to consider the cloud: The cloud-based contact center infrastructure market is more active than ever, with nearly 150 vendors competing for user attention. The intense competition is driving innovation, and is presenting buyers with far more choice and the opportunity to structure very favorable deals when acquiring this technology.

Although seat growth appears to have slowed, the big picture tells another story of a maturing market (finally): The cloud-based contact center infrastructure market has grown rapidly during the past few years. Seats grew by just 12.8% in 2013 (down from 32.5% in 2012), but the real story is exciting. This market has never been stronger, solutions are becoming mainstream, and vendors are consistently executing their plans. The drop in adoption actually signifies market maturity, ushering in a time where vendors can track and delineate sales of these solutions more accurately and with increased focus and transparency, due to their growing importance to the market and the companies that use them.

Due diligence is key for users in the buying process: Buyers have unprecedented choice, with the option to acquire cloud-based solutions from large, established contact center infrastructureplayers, carriers or newer and more flexible vendors. The key to making the best choice is to conduct thorough due diligence - dissecting vendor messaging and promises; carefully checking and testing the functionality by examining this report and requesting demonstrations and possibly conducting a pilot; checking vendor satisfaction ratings; and then obtaining references from other users. The customer satisfaction survey portion of this Report is designed to aid users in this process.



Continued growth is certain: It is predicted cloud-based contact center seats will grow by 20% in 2014 and 2015, 18% in 2016, and 2017 and 16% in 2018. Although the percentages are expected to decrease, the number of new contact center infrastructure seats is expected to grow every year. (The estimates are almost always conservative, and there are many factors that could drive this IT sector to grow much more rapidly.)

Key Topics Covered:


1. Executive Summary

2. Introduction

3. Research Methodology

4. Vendor Service Delivery Models

5. Cloud-based Contact Center Infrastructure Overview

6. New Cloud Technologies

7. 2014 Cloud-Based Contact Center Infrastructure Trends and Challenges

8. Contact Center Infrastructure Market Innovation

9. Cloud-Based Contact Center Infrastructure Competitive Landscape

10. Benefits and ROI of Cloud-Based Contact Center Infrastructure Solutions

11. The Multi-Channel Contact Center

12. Core Contact Center Applications

13. Next-Generation IVRs Prompt a Better Customer Experience

14. Outbound Solutions

15. Analytics-Empowered Multi-Channel Engagement

16. SMBs Turn to the Cloud to Help Them Deliver Outstanding Service

17. Cloud-Based Contact Center Infrastructure Market Share Analysis

18. Cloud-Based Contact Center Infrastructure Market Projections

19. Adoption of Cloud-Based Contact Center Infrastructure Solutions

20. Cloud-Based Contact Center Infrastructure Leadership Criteria

21. Vendor Snapshots

22. Contact Center Infrastructure Detailed Technology Analysis

23. Contact Center Infrastructure Detailed Functional Analysis

24. Best Practices for Building and Managing Cloud-Based Contact Center Solutions

25. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis

26. Pricing

27. Company Reports

28. Cloud-Based Contact Center Infrastructure and Application Vendor Directory

Companies Mentioned

  • 3CLogic
  • 8x8 (News - Alert)
  • Connect First
  • Content Guru
  • Enghouse Interactive
  • Five9
  • inContact
  • Interactive Intelligence
  • LiveOps
  • NewVoiceMedia (News - Alert)
  • NexxPhase
  • VoltDelta

For more information visit http://www.researchandmarkets.com/research/6p9ltx/20142015


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