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2015-2016 Cloud-Based Contact Center Infrastructure Market Report

  • ID: 3453188
  • October 2015
  • Region: Global
  • DMG Consulting LLC
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Worldwide Adoption of Cloud-Based Contact Center Infrastructure Has Risen from 2.2% in 2008 to 11.1% in August 2015

FEATURED COMPANIES

  • 3CLogic
  • 8x8
  • Connect First Inc.
  • Content Guru
  • Enghouse Interactive
  • Five9, Inc.
  • MORE

The past 12 months have been outstanding for the cloud-based contact center infrastructure market, the best in the history of this sector. The total number of seats jumped 49.9% between August 2014 and the same period in 2015. This increase shows the pattern of steady and strong growth that is expected to continue for the next five years. Worldwide adoption of cloud-based contact center infrastructure has risen from 2.2% in 2008 to 11.1% in August 2015.

Companies are moving their contact centers to the cloud to realize the flexibility, agility, scalability and cost benefits of this implementation model. The new seats are coming from competitive replacements of dated on-premise solutions and a growing number of first-time users who are attracted to the cloud-based model, with its low start-up costs and ready availability of experienced vendor resources to assist with implementations and ongoing operations.

There is great momentum in all aspects of the cloud-based contact center infrastructure solutions market. The 150+ cloud-based contact center vendors are bringing a great deal of innovation, creativity and expertise to the market, giving enterprises a large and growing READ MORE >

Note: Product cover images may vary from those shown
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FEATURED COMPANIES

  • 3CLogic
  • 8x8
  • Connect First Inc.
  • Content Guru
  • Enghouse Interactive
  • Five9, Inc.
  • MORE

1. Executive Summary

2. Introduction

3. Consulting Research Methodology
3.1 Report Participation Criteria

4. Service Delivery Models for Cloud-Based Contact Center Infrastructure Solutions
4.1 Service Delivery Definitions
4.2 Vendor Service Delivery Options

5. Cloud-based Contact Center Infrastructure Overview
5.1 Core Cloud-Based Contact Center Functionality
5.1.1 ACD
5.1.2 IVR
5.1.3 Computer Telephony Integration
5.1.4 Customer Relationship Management
5.1.4.1 Salesforce Integration
5.1.5 Unified Communications
5.2 Cloud-Based Contact Center Infrastructure Underlying Technology
5.2.1 Multi-Tenancy
5.2.2 Integration Capabilities
5.2.3 Security
5.3 Data Center Back-Up Disaster Recovery and Contingency

6. Cloud-Based Contact Center Infrastructure Trends and Challenges
6.1 Cloud-Based Contact Center Infrastructure Trends
6.2 Cloud-Based Contact Center Infrastructure Trends and Challenges

7. Cloud-Based Contact Center Infrastructure Market Innovation
7.1 New Product Features
7.2 Future Enhancements

8. WFO Capabilities in Cloud-Based Contact Center Infrastructure Solutions
8.1 Recording
8.2 QA/QM
8.3 Workforce Management
8.4 Performance Management
8.5 Speech Analytics
8.6 Desktop Analytics
8.7 Text Analytics
8.8 Surveying/Enterprise Feedback Management
8.9 Gamification

9. Contact Center Infrastructure Reporting Requirements
9.1 Report Users
9.2 Standard, Custom and Ad-Hoc Reports
9.3 Real-Time, Near-Real-Time and Historical Reports
9.4 Contact Center Key Performance Indicators (KPIs)
9.5 Supervisor Environment
9.6 Cradle-to-Grave Reporting
9.7 Reporting Delivery Vehicles
9.8 Reporting Considerations When Selecting a Contact Center Infrastructure Solution

10. Multi-Channel Customer Engagement
10.1 WebRTC
10.2 Social Media

11. The Emergence of Customer Journey Analytics
11.1 How Customer Journey Analytics Works

12. Outbound Engagement Strategies and Compliance Features
12.1 Dialing Modes
12.2 Campaign Management
12.3 Proactive Customer Care (PCC)

13. Payment Card Industry Data Security Standard Requirements for Contact Centers
13.1 Evolution of PCI DSS
13.2 What is the Payment Card Industry Data Security Standard?
13.3 Are Contact Centers "Merchants"?
13.4 Implications of PCI DSS for Contact Centers
13.5 Contact Center Best Practices for PCI DSS
13.5.1 Remote Access Best Practices
13.5.2 Call Recordings and Vendor Solutions
13.5.3 Cloud-Based Contact Center Infrastructure Vendor PCI Compliance Features
13.5.4 Are Contact Centers "Sensitive Areas"?
13.6 PCI DSS Non-Compliance and Breaches
13.7 Final Thoughts
13.8 Payment Card Security-Related Resources

14. Cloud-Based Contact Center Infrastructure Market Activity Analysis

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 Categories of Cloud-Based Contact Center Infrastructure Competitors
17.2 Who Will Emerge as the Leaders in the Cloud-Based Contact Center Infrastructure Market?
17.3 Cloud-Based Contact Center Infrastructure Leadership Criteria
17.4 Cloud-Based Contact Center Infrastructure Vendor Market Overview

18. Cloud-Based Contact Center Infrastructure Vendors and Solutions
18.1 Company Snapshot
18.2 Vendor Strategy
18.3 Vendor Offerings and Products
18.4 Supervisory Features
18.5 SMB Offerings
18.5.1 Vendor SMB Capabilities
18.6 Packaged Solutions
18.7 High-level Functional Summary
18.8 High-level Technical Summary

19. Implementation Analysis
19.1 Implementation Timeframes and Resources
19.2 Implementation Best Practices
19.3 Professional Services and Training
19.4 Return on Investment (ROI)
19.5 Maintenance and Ongoing Support
19.6 Service Level Agreements (SLA's)
19.7 License Management

20. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis
20.1 Summary of Survey Findings and Analysis
20.2 Detailed Survey Findings and Analysis
20.3 Vendor Satisfaction by Category
20.4 Customer Background and Insights
20.4.1 Customer Background
20.5 Customer Insights
20.5.1 Primary Drivers in the Decision to Utilize Cloud-Based Contact Center Infrastructure
20.5.2 Biggest Challenges with Implementing a Cloud-Based Contact Center Infrastructure Solution
20.5.3 Benefits from Using a Cloud-Based Contact Center Infrastructure Solution
20.5.4 Strengths of Cloud-Based Contact Center Infrastructure Solutions
20.5.5 Challenges of Cloud-Based Contact Center Infrastructure Solutions
20.5.6 Product Enhancements
20.5.7 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 3CLogic
22.2 8x8
22.3 Connect First Inc.
22.4 Content Guru
22.5 Enghouse Interactive
22.6 Five9, Inc.
22.7 inContact, Inc.
22.8 Intelecom Group AS
22.9 nteractive Intelligence, Inc.
22.10 LiveOps, Inc.
22.11 NewVoiceMedia

Appendix: Cloud-Based Contact Center Infrastructure Vendor Directory

Table of Figures
Figure 1: Service Delivery Models, Advantages and Disadvantages
Figure 2: Service Delivery Model Definitions
Figure 3: Vendor Service Delivery Options
Figure 4: Cloud-Based Contact Center Solutions
Figure 5: Adaptive & Intelligent Real-Time Routing
Figure 6.1: Automatic Call Distributor (ACD)
Figure 6.2: Automatic Call Distributor (ACD)
Figure 7.1: Interactive Voice Response (IVR)/Voice Portal
Figure 7.2: Interactive Voice Response (IVR)/Voice Portal
Figure 8.1: Computer Telephony Integration (CTI)
Figure 8.2: Computer Telephony Integration (CTI)
Figure 9.1: Customer Relationship Management (CRM) Software
Figure 9.2: Customer Relationship Management (CRM) Software
Figure 10.1: Salesforce Integration
Figure 10.2: Salesforce Integration
Figure 11: UC Key Features and Advantages
Figure 12.1: Unified Communications
Figure 12.2: Unified Communications
Figure 13.1: Multi-Tenancy
Figure 13.2: Multi-Tenancy
Figure 14.1: Integration Capabilities
Figure 14.2: Integration Capabilities
Figure 15.1: Security
Figure 15.2: Security
Figure 16.1: Data Center, Back-Up, Disaster Recovery and Contingency
Figure 16.2: Data Center, Back-Up, Disaster Recovery and Contingency
Figure 17: Cloud-Based Contact Center Infrastructure Trends
Figure 18: Cloud-Based Contact Center Infrastructure Challenges
Figure 19: New Product Features
Figure 20: New Product Features, by Category
Figure 21: Future Enhancements
Figure 22.1: Recording
Figure 22.2: Recording
Figure 23.1: Quality Assurance (QA)/Management (QM)
Figure 23.2: Quality Assurance (QA)/Management (QM)
Figure 24: Contact Center WFM Building Blocks
Figure 25.1: Workforce Management (WFM)
Figure 25.2: Workforce Management (WFM)
Figure 26.1: Performance Management
Figure 26.2: Performance Management
Figure 27.1: Speech Analytics
Figure 27.2: Speech Analytics
Figure 28.1: Desktop Analytics (DA)
Figure 28.2: Desktop Analytics (DA)
Figure 29.1: Text Analytics
Figure 29.2: Text Analytics
Figure 30.1: Surveying/Enterprise Feedback Management (EFM)
Figure 30.2: Surveying/Customer Feedback
Figure 31.1: Gamification
Figure 31.2: Gamification
Figure 32: Top Historical, Near-Real-Time and Real-Time KPIs
Figure 33: Contact Center Infrastructure Reporting Criteria
Figure 34.1: Multi-/Omni-Channel Capabilities
Figure 34.2: Multi-/Omni-Channel Capabilities
Figure 35.1: Social Media
Figure 35.2: Social Media
Figure 36: Enterprise View vs. Customer View
Figure 37: Customer Journey Analytics Solutions
Figure 38.1: Customer Journey Analytics Capabilities
Figure 38.2: Customer Journey Analytics Capabilities
Figure 39.1: Outbound Dialing Modes
Figure 39.2: Outbound Dialing Modes
Figure 40.1: Campaign Management Features
Figure 40.2: Campaign Management Features
Figure 41.1: PCC
Figure 41.2: PCC
Figure 42.1: Outbound Compliance Features
Figure 42.2: Compliance
Figure 43: Payment Card Brand Annual Transaction Levels
Figure 44: PCI DSS Merchant Validation Requirements
Figure 45.1: PCI Compliance
Figure 45.2: PCI Compliance
Figure 46: 2015 Cloud-Based Contact Center Infrastructure Market Activity, as of August 2015
Figure 47: Cloud-Based Contact Center Infrastructure Market Share, by Seats, as of August 2015
Figure 48: Cloud-Based Contact Center Infrastructure Market Share, by Customers, as of August 2015
Figure 49: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2014 vs. 2013 Comparison
Figure 50: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2014 vs. 2013 Comparison
Figure 51: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customer, 2014 vs. 2013 Comparison
Figure 52: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2014 vs. 2013 Comparison
Figure 53: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2008 – 2014
Figure 54: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2008 – 2014
Figure 55: Cloud-Based Contact Center Infrastructure Seats and Growth Rates
Figure 56: Cloud-Based Contact Center Infrastructure Actual 2008 – 2014 Seats and Growth Rates
Figure 57: Cloud-Based Contact Center Infrastructure Projected 2015 – 2019 Seats and Growth Rates
Figure 58: Cloud-based Contact Center Infrastructure Seats, Growth and Adoption Rates, 2008 – 2014
Figure 59: Cloud-Based Contact Center Infrastructure Competitive Landscape
Figure 60: Cloud-Based Contact Center Infrastructure Vendor Leadership Evaluation Framework
Figure 61.1: Company Information
Figure 61.2: Company Information
Figure 62: Vendor Strategy
Figure 63.1: Cloud-Based Contact Center Infrastructure Solution Overview
Figure 63.2: Solution Overview
Figure 64.1: Supervisory Features
Figure 64.2: Supervisory Features
Figure 65: Top Contact Center Infrastructure Solution Capabilities for Small and Mid-Sized Companies
Figure 66.1: Small/Mid-Sized Business (SMB) Offering
Figure 66.2: Small/Mid-Sized Business (SMB) Offering
Figure 67.1: Packaged Solutions
Figure 67.2: Packaged Solutions
Figure 68.1: High-Level Functional Analysis
Figure 68.2: High-Level Functional Analysis
Figure 69.1: High-Level Technical Analysis
Figure 69.2: High-Level Technical Analysis
Figure 70.1: Implementation Analysis
Figure 70.2: Implementation Analysis
Figure 71.1: Cloud-Based Contact Center Infrastructure Implementation Best Practices
Figure 71.2: Cloud-Based Contact Center Infrastructure Implementation Best Practices
Figure 72.1: Professional Services and Training
Figure 72.2: Professional Services and Training
Figure 73: Payback Analysis
Figure 74.1: Maintenance and Support
Figure 74.2: Maintenance and Support
Figure 75.1: Service Level Agreements (SLAs)
Figure 75.2: Service Level Agreements (SLAs)
Figure 76.1: License Management
Figure 76.2: License Management
Figure 77: Customer Survey Rating Categories
Figure 78: Average Satisfaction Ratings, by Category
Figure 79: Product Satisfaction Ratings by Category
Figure 80: Ease of Use/Configuration/Maintenance Satisfaction Ratings, by Customer
Figure 81: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
Figure 82: Multi-Channel Capabilities Satisfaction Ratings, by Customer
Figure 83: Routing and Queuing Features Satisfaction Ratings, by Customer
Figure 84: Agent Interface Satisfaction Ratings, by Customer
Figure 85: Supervisor Interface Satisfaction Ratings, by Customer
Figure 86: Administration Environment Satisfaction Ratings, by Customer
Figure 87: Interactive Voice Response System Features and Functionality Satisfaction Ratings, by Customer
Figure 88: Outbound Features and Functionality Satisfaction Ratings, by Customer
Figure 89: Scripting Satisfaction Ratings, by Customer
Figure 90: Compliance Features Satisfaction Ratings, by Customer
Figure 91: Blended (Inbound/Outbound) Capabilities Satisfaction Ratings, by Customer
Figure 92: Recording Feature Set Satisfaction Ratings, by Customer
Figure 93: Dashboards Satisfaction Ratings, by Customer
Figure 94: Real-Time Reporting Satisfaction Ratings, by Customer
Figure 95: Historical Reporting Satisfaction Ratings, by Customer
Figure 96: Ad Hoc Reporting Satisfaction Ratings, by Customer
Figure 97: Analytics (Speech, Text, Desktop Analytics) Capabilities Satisfaction Ratings, by Customer
Figure 98: System Security Satisfaction Ratings, by Customer
Figure 99: System Scalability Satisfaction Ratings, by Customer
Figure 100: Platform Reliability and Dependability Satisfaction Ratings, by Customer
Figure 101: Business Continuity/Disaster Recovery Capabilities Satisfaction Ratings, by Customer
Figure 102: Current Product Satisfaction Ratings, by Customer
Figure 103: Implementation Satisfaction Ratings, by Customer
Figure 104: System Availability and Up-Time Satisfaction Ratings, by Customer
Figure 105: Professional Services Satisfaction Ratings, by Customer
Figure 106: Training/Workshops Satisfaction Ratings, by Customer
Figure 107: Service and Support Satisfaction Ratings, by Customer
Figure 108: System Upgrade Satisfaction Ratings, by Customer
Figure 109: Product Innovation Satisfaction Ratings, by Customer
Figure 110: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 111: Vendor Communication Satisfaction Ratings, by Customer
Figure 112: Product Pricing Satisfaction Ratings, by Customer
Figure 113: Overall Vendor Satisfaction Ratings, by Customer
Figure 114: What contact center applications are you using from your cloud based contact center infrastructure vendor?
Figure 115: What contact center activities do you use your cloud-based contact center infrastructure to support?
Figure 116: What channels do you use your cloud-based contact center infrastructure to support?
Figure 117: What were the top 3 - 5 primary drivers in the decision to purchase a cloud-based contact center infrastructure solution?
Figure 118: What were the 3-5 biggest challenges you experienced in implementing your cloud-based contact center infrastructure?
Figure 119: What were the top 3 - 5 benefits gained from using a cloud-based contact center infrastructure solution?
Figure 120: Please tell us the top 3 - 5 strengths of your cloud-based contact center infrastructure solution.
Figure 121: Please tell us the top 3 - 5 challenges of your cloud-based contact center infrastructure solution.
Figure 122: Please list the product enhancements you would like to see.
Figure 123: Additional comments about your experience with the vendor and/or product
Figure 124.1: Pricing Structure
Figure 124.2: Pricing Structure
Figure 125.1: Pricing for Cloud-Based Contact Center Infrastructure: 50 Seats
Figure 125.2: Pricing for Cloud-Based Contact Center Infrastructure: 50 Seats
Figure 126.1: Pricing for Cloud-Based Contact Center Infrastructure: 250 Seats
Figure 126.2: Pricing for Cloud-Based Contact Center Infrastructure: 250 Seats
Figure 127.1: Pricing for Cloud-Based Contact Center Infrastructure: 500 Seats
Figure 127.2: Pricing for Cloud-Based Contact Center Infrastructure: 500 Seats

Note: Product cover images may vary from those shown
3 of 5

FEATURED COMPANIES

  • 3CLogic
  • 8x8
  • Connect First Inc.
  • Content Guru
  • Enghouse Interactive
  • Five9, Inc.
  • MORE

Key components of this Report are:

- Overview of cloud-based/hosted contact center infrastructure technology, architecture and core applications
- Examination of the underlying technologies used in cloud-based contact center solutions, including the multi-tenancy, integration and security capabilities of the 10 featured solutions
- Analysis of the market trends and challenges that are driving technical and functional innovation, usability and market adoption
- A review of recent and planned innovation in the cloud-based/hosted contact center infrastructure market, including new functionality that has recently been introduced, and what is planned to be delivered in the next 12 – 18 months
- Analysis of the workforce optimization (WFO) capabilities that are offered in cloud-based contact center infrastructure solutions
- Review of key contact center infrastructure reporting requirements, including historical, real-time and dashboards, as well as criteria for evaluating the solutions’ reporting capabilities
- Discussion of how cloud-based contact center infrastructure can support multi-channel/omni-channel customer engagement strategies
- Introduction to the emerging and critically important world of customer journey analytics
- Comprehensive analysis of the outbound capabilities included in the leading and contending cloud-based/hosted contact center infrastructure solutions, including dialing modes, campaign management, proactive customer care and compliance features
- A guide for contact center compliance with the Payment Card Industry Data Security Standard
- Cloud-based contact center infrastructure market share analysis, adoption rate, and 5-year projections
- Examination of the cloud-based contact center infrastructure competitive landscape, including vendor categories, market leadership criteria and a market overview
- Company, financial, strategy and product overviews of the 11 leading and contending vendors
- In-depth reviews and side-by-side comparative analyses of the key functional and technical capabilities of the 10 featured cloud-based infrastructure solutions
- Implementation guide, including time frames, resources, training, best practices, return on investments (ROI), support, license management and service level agreements (SLAs)
- Findings from a comprehensive vendor satisfaction survey that measures and ranks vendor approval ratings across 22 product components and 12 vendor categories
- Detailed pricing analysis for leading and contending cloud-based contact center infrastructure vendors
- Detailed company reports for 11 leading and contending cloud-based contact center infrastructure providers, analyzing their products, functionality and future product development plans
- Cloud-Based Contact Center Infrastructure Vendor Directory

Note: Product cover images may vary from those shown
4 of 5

- 3CLogic
- 8x8
- Connect First Inc.
- Content Guru
- Enghouse Interactive
- Five9, Inc.
- inContact, Inc.
- Intelecom Group AS
- Interactive Intelligence, Inc.
- LiveOps, Inc.
- NewVoiceMedia

Note: Product cover images may vary from those shown
5 of 5
Note: Product cover images may vary from those shown

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