• +353-1-416-8900(GMT OFFICE HOURS)
  • 1-800-526-8630(US/CAN TOLL FREE)
  • 1-917-300-0470(EST OFFICE HOURS)
North American Hosted Contact Center Markets Product Image

North American Hosted Contact Center Markets

  • Published: October 2011
  • Region: North America, United States
  • 58 Pages
  • Frost & Sullivan

FEATURED COMPANIES

  • Aastra
  • Contactual
  • Five9
  • LiveOps
  • Nexidia
  • Soundbite
  • MORE

This Frost & Sullivan research report covers the state of the North American hosted contact center market. Market segments covered include hosted IVR, hosted ACD, hosted chat, hosted outbound customer contact, and hosted agent performance optimization (APO) applications. The study discusses market trends, drivers and restraints, demand and supply, and strategic considerations. Market size and forecasts are provided for the individual market segments. In addition, an in-depth analysis of the vendor landscape, including vendor market shares, is given, along with the profiles of the leading vendors in the market.

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. The main contact center systems/applications 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.

Most customers of hosted contact center services source one or more of these applications from a hosted provider, while retaining the READ MORE >

Hosted Contact Center Applications

Summary of Findings

Introduction

Scope and Methodology

Market Definitions
Revenue definitions

Market Trends
Demand Shift: Balancing Cost and Customer Experience
Demand Shift: Complete Contact Center SolutionsIncreasing Adoption and Growth in the Large Enterprise MarketStart Small and GrowIncreasing Go-to-Market Partnerships

Market Engineering Measurements

Market Drivers

Market Restraints

Market Size and Forecast

Revenue Forecast for Hosted IVR

Revenue Forecast for Hosted ACD

Revenue Forecast for Hosted Outbound Customer Contact

Revenue Forecast for Hosted Customer Chat

Revenue Forecast for Hosted APO Applications

Revenue Forecast for Hosted Contact Center Market

Market Shares

Market Shares for Hosted IVR

Market Shares for Hosted ACD

Market Shares for Hosted Outbound Customer Contact

Market Shares for Hosted Customer Chat

Market Shares for Hosted APO Applications

Market Shares for Hosted Contact Center Market

Vendor Profiles A - L
Services Offered by Hosted Contact Center Service Providers
Aastra
Angel
AT&T
Contact Solutions
Contactual
Conversive
CSG Systems
Echopass
Five9
Hyperquality
inContact
Interactive Intelligence
LiveOps
LivePerson
LiveVox

Vendor Profiles M - Z
Microsoft/Tellme
Nexidia
NICE Systems
Noble Systems
Nuance
Soundbite
Teleperformance
Tel eTech
Varolii
Verizon Business
VoltDelta
West Interactive

Strategic Recommendations

Strategic Considerations for Large Enterprises

Strategic Considerations for SMB Contact Centers

- Aastra
- Angel
- AT&T
- Contact Solutions
- Contactual
- Conversive
- CSG Systems
- Echopass
- Five9
- Hyperquality
- inContact
- Interactive Intelligence
- LiveOps
- LivePerson
- LiveVox
- Microsoft/Tellme
- Nexidia
- NICE Systems
- Noble Systems
- Nuance
- Soundbite
- Teleperformance
- Tel eTech
- Varolii
- Verizon Business
- VoltDelta
- West Interactive

Note: Product cover images may vary from those shown

RELATED PRODUCTS

Our Clients

Our clients' logos