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2016-2017 Cloud-Based Contact Center Infrastructure Market Report

  • ID: 3984695
  • Report
  • December 2016
  • Region: Global
  • DMG Consulting LLC
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The Number of Seats in the Cloud-Based Contact Center Infrastructure Market Will Grow by 23.5% in 2017 and 2018

FEATURED COMPANIES

  • 8×8
  • Cisco Systems
  • Content Guru
  • Enghouse Interactive
  • Five9, Inc.
  • inContact
  • MORE

2016 has been a great year for the cloud-based contact center infrastructure market. Adoption of cloud-based contact center infrastructure and applications is going upstream. While the typical buyers are contact centers with 100 - 250 seats who are replacing a dated premise-based solution, companies with 500+ seats are now adopting these solutions.

Increased reliability, flexibility, scalability, customization and security are attracting new prospects. The number of seats grew by a very strong 20.9% in the last 12 months, a trend that is expected to continue as more premise-based environments migrate to the cloud. The next five years look very promising for the cloud-based contact center infrastructure market.
 
"The future of contact center solutions is in the cloud, although premise-based applications are not going away," said the publisher. "The cloud-based contact center infrastructure market has hit a pivotal point. The market is maturing and experiencing a significant amount of M&A activity, a trend that is expected to increase during the next year. The vendors are differentiating their offerings; system reliability and customization are key areas where vendors can stand-out from the crowd."
 
The 2016 - 2017 Cloud-Based Contact Center Infrastructure Market Report provides contact center and IT managers with all the vendor, product, functional, technical and pricing information they need to select the right cloud-based contact center infrastructure solution for their organization. The Report covers ten vendors in-depth: 8x8, Cisco, Content Guru, Enghouse, Five9, inContact, Intelecom, Interactive Intelligence, NewVoiceMedia and Serenova (formerly LiveOps). West is covered at a higher level.

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

  • 8×8
  • Cisco Systems
  • Content Guru
  • Enghouse Interactive
  • Five9, Inc.
  • inContact
  • MORE

1. Executive Summary

2. Introduction

3. 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 Functional Overview
5.1 Cloud-Based Contact Center Infrastructure Functional Capabilities
5.1.1 Automatic Call Distributor
5.1.2 Interactive Voice Response
5.1.3 Computer Telephony Integration
5.1.4 Unified Communications
5.1.5 Customer Relationship Management
5.2. Cloud-Based Contact Center Infrastructure Technical Overview

6. Core Cloud-Based Contact Center Infrastructure Technical Capabilities
6.1 Multi-Tenancy
6.2 Integration Capabilities
6.2.1 CRM Integration
6.3 Security
6.4 Compliance Management
6.5 Data Center Back-Up, Disaster Recovery and Business Continuity

7. Cloud-Based Contact Center Infrastructure Market Trends and Challenges
7.1 Cloud-Based Contact Center Infrastructure Trends
7.2 Cloud-Based Contact Center Infrastructure Challenges

8. Cloud-Based Contact Center Infrastructure Market Innovation
8.1 New Product Features
8.2 Future Enhancements

9. Omni-Channel Support and the Customer Journey
9.1 Social Customer Care
9.2 The Emergence of Video
9.3 Cloud-Based Contact Center Infrastructure Vendor Omni-Channel Capabilities
9.4 Customer Journey Analytics

10. Outbound and Proactive Customer Care: An Essential Leg of the Omni-Channel Customer Journey
10.1 Proactive Customer Care (PCC)
10.2 Outbound Capabilities

11. Workforce Optimization: The “Suite” Life for CBCCI Solutions
11.1 Recording
11.2 Quality Assurance/Quality Management
11.2.1 Analytics-Enabled Quality Assurance
11.3 Workforce Management
11.3.1 Workforce Management Suites
11.3.2 Next-Gen WFM
11.4 Performance Management
11.5 Real-Time Performance Management
11.6 Enterprise Feedback Management

12. Cloud-Based Contact Center Infrastructure Enters the Analytics Era
12.1 Cloud-Based Contact Center Infrastructure Vendor Analytics Offerings
12.2 Speech Analytics
12.3 Text Analytics
12.4 Desktop Analytics
12.5 Dashboards, Reporting and Analytics

13. Cloud-Based Contact Center Infrastructure Market Activity Analysis

14. Cloud-Based Contact Center Infrastructure Market Projections

15. Adoption of Cloud-Based Contact Center Infrastructure Solutions

16. Cloud-Based Contact Center Infrastructure Competitive Landscape
16.1 Acquisition Activity in the Cloud Contact Center Sector
16.2 Categories of Cloud-Based Contact Center Infrastructure Competitors
16.3 Cloud-Based Contact Center Infrastructure Vendor Market Overview

17. Cloud-Based Contact Center Infrastructure Vendors and Solutions
17.1 Company Snapshot
17.2 Vendor Strategy
17.3 Vendor Offerings and Products
17.4 SMB Offerings
17.5 Packaged Offerings
17.6 High-Level Functional Summary
17.7 High-Level Technical Summary

18. Implementing and Managing a Cloud-Based Contact Center Infrastructure Solution
18.1 Implementation Analysis
18.2 Implementation Best Practices
18.3 Professional Services and Training
18.4 Service Level Agreements
18.5 License Management
18.6 Maintenance and Ongoing Support
18.7 Return on Investment

19. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis
19.1 Summary of Survey Findings and Analysis
19.2 Detailed Survey Findings and Analysis
19.3 Vendor Satisfaction by Category
19.4 Customer Background and Insights
19.4.1 Customer Background
19.5 Customer Insights
19.5.1 Biggest Challenges with Implementing a Cloud-Based Contact Center Infrastructure Solution
19.5.2 Benefits from Using a Cloud-Based Contact Center Infrastructure Solution
19.5.3 Strengths of Cloud-Based Contact Center Infrastructure Solutions
19.5.4 Product Enhancements
19.5.5 Additional Comments

20. Pricing
20.1 Pricing Structure
20.2 Pricing for a 50-Seat Implementation
20.3 Pricing for a 250-Seat Implementation
20.4 Pricing for a 500-Seat Implementation

21. Company Reports
21.1 8×8
21.2 Cisco Systems
21.3 Content Guru
21.4 Enghouse Interactive
21.5 Five9, Inc.
21.6 inContact
21.7 Intelecom Group AS
21.8 Interactive Intelligence, Inc.
21.9 NewVoiceMedia
21.10 Serenova
21.11 West

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: IVR/Voice Portal
Figure 7.2: IVR/Voice Portal
Figure 8.1: CTI
Figure 8.2: CTI
Figure 9: UC Key Features and Advantages
Figure 10.1: Unified Communications
Figure 10.2: Unified Communications
Figure 11.1: CRM Software
Figure 11.2: CRM Software
Figure 12.1: Multi-Tenancy
Figure 12.2: Multi-Tenancy
Figure 13.1: Integration Capabilities
Figure 13.2: Integration Capabilities
Figure 14.1: CRM Integration
Figure 14.2: CRM Integration
Figure 15.1: Security
Figure 15.2: Security
Figure 16.1: Compliance Management
Figure 16.2: Compliance Management
Figure 17.1: Data Center, Back-Up, Disaster Recovery and Contingency
Figure 17.2: Data Center, Back-Up, Disaster Recovery and Contingency
Figure 18: Cloud-Based Contact Center Infrastructure Trends
Figure 19: Cloud-Based Contact Center Infrastructure Challenges
Figure 20: New Product Features
Figure 21: New Product Features, by Category
Figure 22: Future Enhancements
Figure 23: Omni-Channel Contact Center
Figure 24.1: Social Media Capabilities
Figure 24.2: Social Media Capabilities
Figure 25: Video Uses and Benefits
Figure 26.1: Omni-Channel Capabilities
Figure 26.2: Omni-Channel Capabilities
Figure 27.1: Customer Journey Analytics (CJA)
Figure 27.2: Customer Journey Analytics (CJA)
Figure 28.1: Outbound Capabilities
Figure 28.2: Outbound Capabilities
Figure 29: Recording Solutions
Figure 30.1: Recording
Figure 30.2: Recording
Figure 31.1: Quality Assurance (QA)/Management (QM)
Figure 31.2: Quality Assurance (QA)/Management (QM)
Figure 32.1: Analytics -Enabled Quality Assurance
Figure 32.2: Analytics -Enabled Quality Assurance
Figure 33: Contact Center WFM Building Blocks
Figure 34.1: Workforce Management (WFM)
Figure 34.2: Workforce Management (WFM)
Figure 35.1: Performance Management
Figure 35.2: Performance Management
Figure 36.1: Real-Time Performance Management
Figure 36.2: Real-Time Performance Management
Figure 37.1: Surveying/Enterprise Feedback Management (EFM)
Figure 37.2: Surveying/Enterprise Feedback Management (EFM)
Figure 38: Cloud-Based Contact Center Infrastructure Vendor Analytics Offerings
Figure 39: What is Speech Analytics?
Figure 40.1: Speech Analytics
Figure 40.2: Speech Analytics
Figure 41: The Classic Text Analytics Process
Figure 42.1: Text Analytics
Figure 42.2: Text Analytics
Figure 43: Desktop Analytics
Figure 44.1: Desktop Analytics (DA)
Figure 44.2: Desktop Analytics (DA)
Figure 45.1: Dashboards, Reporting and Analytics
Figure 45.2: Dashboards, Reporting and Analytics
Figure 46: 2016 Cloud-Based Contact Center Infrastructure Customers and Seats, as of July 2016
Figure 47: 2015 Cloud-Based Contact Center Infrastructure Market Activity, as of July 2016
Figure 48: Cloud-Based Contact Center Infrastructure Market Share, by Seats, as of July 2016
Figure 49: Cloud-Based Contact Center Infrastructure Market Share, by Customers, as of July 2016
Figure 50: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2015 vs. 2014 Comparison
Figure 51: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2015 vs. 2014 Comparison
Figure 52: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2015 vs. 2014 Comparison
Figure 53: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2015 vs. 2014 Comparison
Figure 54: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2008 - 2015
Figure 55: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2008 - 2015
Figure 56: Cloud-Based Contact Center Infrastructure Seats and Growth Rates
Figure 57: Cloud-Based Contact Center Infrastructure Actual 2008 - 2015 Seats and Growth Rates
Figure 58: Cloud-Based Contact Center Infrastructure Projected 2016 - 2020 Seats and Growth Rates
Figure 59: Cloud-Based Contact Center Infrastructure Seats, Growth and Adoption Rates, 2008 - 2015
Figure 60: Cloud Vendor Acquisitions in 2016
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: Cloud-Based Contact Center Infrastructure Solution Overview
Figure 64.1: Small/Mid-Sized Business (SMB) Offering
Figure 64.2: Small/Mid-Sized Business (SMB) Offering
Figure 65.1: Packaged Solutions
Figure 65.2: Packaged Solutions
Figure 66.1: High-Level Functional Analysis
Figure 66.2: High-Level Functional Analysis
Figure 67.1: High-Level Technical Analysis
Figure 67.2: High-Level Technical Analysis
Figure 68.1: Implementation Analysis
Figure 68.2: Implementation Analysis
Figure 69.1: Cloud-Based Contact Center Infrastructure Implementation Best Practices
Figure 69.2: Cloud-Based Contact Center Infrastructure Implementation Best Practices
Figure 70.1: Professional Services and Training
Figure 70.2: Professional Services and Training
Figure 71.1: Service Level Agreements (SLAs)
Figure 71.2: Service Level Agreements (SLAs)
Figure 72.1: License Management
Figure 72.2: License Management
Figure 73.1: Maintenance and Support
Figure 73.2: Maintenance and Support
Figure 74: Payback Analysis
Figure 75: Customer Survey Rating Categories
Figure 76: Average Satisfaction Ratings, by Category
Figure 77: Product Satisfaction Ratings by Category
Figure 78: Ease of Use/Configuration/Maintenance Satisfaction Ratings, by Customer
Figure 79: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
Figure 80: Omni-Channel Capabilities Satisfaction Ratings, by Customer
Figure 81: Multi-Skill Routing and Queuing Features Satisfaction Ratings, by Customer
Figure 82: Agent Interface Satisfaction Ratings, by Customer
Figure 83: Supervisor Interface Satisfaction Ratings, by Customer
Figure 84: IVR Features and Functionality Satisfaction Ratings, by Customer
Figure 85: Outbound Features and Functionality Satisfaction Ratings, by Customer
Figure 86: Blended (Inbound/Outbound) Capabilities Satisfaction Ratings, by Customer
Figure 87: Scripting Satisfaction Ratings, by Customer
Figure 88: Regulatory Compliance Features Satisfaction Ratings, by Customer
Figure 89: Recording Feature Set Satisfaction Ratings, by Customer
Figure 90: Quality Assurance/Coaching Capabilities Satisfaction Ratings, by Customer
Figure 91: Analytics (Speech, Text and Desktop Analytics) Capabilities Satisfaction Ratings, by Customer
Figure 92: Dashboards Satisfaction Ratings, by Customer
Figure 93: Real-Time Reporting Satisfaction Ratings, by Customer
Figure 94: Historical Reporting Satisfaction Ratings, by Customer
Figure 95: Ad Hoc Reporting Satisfaction Ratings, by Customer
Figure 96: System Security Satisfaction Ratings, by Customer
Figure 97: System Scalability Satisfaction Ratings, by Customer
Figure 98: Platform Reliability and Dependability Satisfaction Ratings, by Customer
Figure 99: Business Continuity/Disaster Recovery Capabilities Satisfaction Ratings, by Customer
Figure 100: Current Product Satisfaction Ratings, by Customer
Figure 101: Implementation Satisfaction Ratings, by Customer
Figure 102: System Availability and Up-Time Satisfaction Ratings, by Customer
Figure 103: Professional Services Satisfaction Ratings, by Customer
Figure 104: Training/Workshops Satisfaction Ratings, by Customer
Figure 105: Service and Support Satisfaction Ratings, by Customer
Figure 106: System Upgrade Satisfaction Ratings, by Customer
Figure 107: Product Innovation Satisfaction Ratings, by Customer
Figure 108: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 109: Vendor Communication Satisfaction Ratings, by Customer
Figure 110: Product Pricing Satisfaction Ratings, by Customer
Figure 111: Overall Vendor Satisfaction Ratings, by Customer
Figure 112: What contact center applications are you using from your cloud-based contact center infrastructure vendor?
Figure 113: What contact center activities do you use your cloud-based contact center infrastructure to support?
Figure 114: What contact center functions do you use your cloud-based contact center infrastructure to support?
Figure 115: What channels do you use your cloud-based contact center infrastructure to support?
Figure 116: What were the 3-5 biggest challenges you experienced in implementing your cloud-based contact center infrastructure?
Figure 117: What were the top 3 - 5 benefits gained from using a cloud-based contact center infrastructure solution?
Figure 118: Please tell us the top 3 - 5 strengths of your cloud-based contact center infrastructure solution.
Figure 119: Please list the product enhancements you would like to see.
Figure 120: Additional comments about your experience with the vendor and/or product
Figure 121.1: Pricing Structure
Figure 121.2: Pricing Structure
Figure 122.1: Pricing for Cloud-Based Contact Center Infrastructure: 50 Seats
Figure 122.2: Pricing for Cloud-Based Contact Center Infrastructure: 50 Seats
Figure 123.1: Pricing for Cloud-Based Contact Center Infrastructure: 250 Seats
Figure 123.2: Pricing for Cloud-Based Contact Center Infrastructure: 250 Seats
Figure 124.1: Pricing for Cloud-Based Contact Center Infrastructure: 500 Seats
Figure 124.2: Pricing for Cloud-Based Contact Center Infrastructure: 500 Seats

Note: Product cover images may vary from those shown
3 of 4
  • 8×8
  • Cisco Systems
  • Content Guru
  • Enghouse Interactive
  • Five9, Inc.
  • inContact
  • Intelecom Group AS
  • Interactive Intelligence, Inc.
  • NewVoiceMedia
  • Serenova
  • West
Note: Product cover images may vary from those shown
4 of 4
Note: Product cover images may vary from those shown
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