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Growth Opportunities in the North American Hosted/Cloud Contact Center Market, Forecast to 2021

  • ID: 4412679
  • Report
  • September 2017
  • Region: North America, United States
  • 69 pages
  • Frost & Sullivan
Enhanced WFO and Analytics Fuel the Drive to Digital Transformation of Customer Care


  • Aspect
  • CenturyLink
  • Enghouse Interactive
  • Mitel
  • Sitel
  • Verizon
  • MORE

New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North America Hosted/Cloud Contact Center Market finds that the market for cloud contact centers continues to increase. The acceleration of omnichannel and digital transformation, coupled with the C-suite demands for stronger and swifter growth, is driving future technology acquisitions. The study finds that contact center service providers (CCSPs) will need to improve the Customer Experience (CX), and contact center performance and productivity, through using a broadened set of analytics tools that incorporate new technologies, including machine learning (ML), Big Data, etc., with a more critical eye to simplicity and ease of use.

This study provides market share for 2016 solution providers in the hosted/cloud contact market. Contact center analytics, quality monitoring, and recording were particular bright spots for growth, as companies seek to get the most out of their existing investments. Inbound contact routing, outbound dialing and IVR systems showed less of a decline than in previous years.

Contact center analytics systems include speech analytics, multi-channel customer interaction analytics, and contact center performance analytics applications. Analytics is of utmost importance to companies as they move towards providing omnichannel customer care and digital transformation. While traditionally divided between agent performance analytics and customer interaction analytics, developments include bridging between the two sets to improve the customer experience and worker experience, as improvements in one are reflected in benefits in the other and vice versa.

New analytics offerings focus on customer journey analytics to provide insights into the customer journey and sentiment, to improve the customer experience, fuel proactive to customer outreach, and revenue generating opportunities. Tools such as speech analytics, combined with voice biometrics and other technologies, also are being used to for fraud detection and prevention. Additional advancements have been made in workforce optimization suites, social customer care and mobile applications, reinforcing emphasis on catering preferences of the Millennial consumer and worker, improving operational efficiencies and agent empowerment. This study also provides growth opportunities in emerging areas within analytics, such as robotic process automation, Big Data, machine learning, artificial intelligence, speech technologies, personalization technologies, IoT, and applications such as virtual assistants, chatbots, messaging bots, video, and Gamification.

Key Questions this Will Answer:

  • What is the size of the North American cloud contact center market? What is the forecast for growth in the market?
  • Who are the top competitors in each contact center systems market segment?
  • Where are the main growth opportunities and howcan providers capitalize on them to improve their market positioning?

Enterprises are increasingly looking to source these solutions from their primary contact center infrastructure or workforce optimization vendors.

This study provides market share for 2016 solution providers in the premises-based contact center market, along with a forecast from 2016-2021. This analysis also presents some of the Customer Experience trends that Frost & Sullivan believes will shape, grow, and influence customer contact and the Customer Experience. The study focuses on those growth insights which are the most relevant for 2017-2021 in North America, and highlights the trends and insights for select industries, business models and technology areas, including:

  • Inbound Contact Routing
  • Interactive Voice Response
  • Automated Self-Service
  • Outbound Dialing
  • Workforce Management
  • Call Recording
  • Analytics
Note: Product cover images may vary from those shown


  • Aspect
  • CenturyLink
  • Enghouse Interactive
  • Mitel
  • Sitel
  • Verizon
  • MORE

1.0 Executive Dashboard
1.1 Purpose of this Experiential Study
1.3 5 Step Process to Transformational Growth
1.4 Key Takeaways
1.5 Strategic Imperatives for Hosted/Cloud Contact Center Solution Providers (CCSPs)

2. Growth Environment—Market Overview
2.1 Hosted/Cloud Contact Center Market Definitions
2.2 Market Definitions
2.3 Hosted/Cloud North America Contact Center Provider Landscape
2.4 Drivers and Restraints
2.5 Forecast Assumptions

3. Market Forecasts
3.1 Revenue Forecast by Service Segment
3.2 Competitive Analysis—Market Share for Hosted/Cloud Contact Centers
3.3 Competitive Analysis—Market Share for Hosted/Cloud IVR
3.4 Competitive Analysis—Market Share for Hosted/Cloud ACD
3.5 Competitive Analysis—Market Share for Hosted/Cloud Outbound
3.6 Competitive Analysis—Market Share for Hosted/Cloud APO

4. Visioning Scenarios
4.1 Macro to Micro Visioning
4.2 Visioning Scenarios for the Cloud Contact Center Market
4.3 Top Predictions for the Cloud Contact Center Market

5. Growth Pipeline
5.1 Levers for Growth

6. Vision and Strategy—Growth Opportunities
6.1 Growth Opportunity 1—Omnichannel Customer Experience
6.2 Growth Opportunity 2—Customer Experience Analytics
6.3 Growth Opportunity 3—Big Data & Analytics/Machine Learning
6.4 Growth Opportunity 4—Social Media Monitoring
6.5 Growth Opportunity 5—Social Customer Engagement
6.6 Growth Opportunity 6—Agent Desktop/Agent Empowerment
6.7 Growth Opportunity 7—Catering to the New Workforce
6.8 Growth Opportunity 8—Automation via Artificial Intelligence (AI)
6.9 Growth Opportunity 9—Virtual Agent/Assistant
6.10 Growth Opportunity 10—Live Chat
6.11 Growth Opportunity 11—Proactive/Interactive Customer Contact
6.12 Growth Opportunity 12—Messaging Platforms in Customer Service
6.13 Growth Opportunity 13—Gamifying the Customer Experience
6.14 Growth Opportunity 14—Video
6.15 Growth Opportunity 15—Back Office WFO
6.16 Growth Opportunity 16—The IoT: Supporting Immersive Experiences
6.17 Growth Opportunity 17—WebRTC Applications
6.18 Growth Opportunity 18—BC/DR: Enabling Continuous CX

7. Brand and Demand—Growth Opportunities
7.1 Growth Opportunity 19—Innovation & Transformation
7.2 Growth Opportunity 20—Third Party Validation
7.3 Growth Opportunity 21—Customer Lifetime Value (CLV)
7.4 Growth Opportunity 22—Best-in-Class
7.5 Growth Opportunity 23—Industry Vertical Marketing
7.6 Growth Opportunity 24—Lead Generation
7.7 Growth Opportunity 25—Inbound Marketing Capabilities
7.8 Growth Opportunity 26—Outbound Marketing Priorities
7.9 Growth Opportunity 27—Social Media Marketing
7.10 Growth Opportunity 28—Sales Enablement Content

8. Growth Opportunities Matrix
8.1 Identifying Your Company’s Growth Zone
8.2 Growth Opportunities 1-18—Vision and Strategy
8.3 Growth Opportunities 1-18—Vision and Strategy (continued)
8.4 Growth Opportunities 19-28—Brand and Demand
8.5 Growth Opportunities Matrix

9. Growth Strategy and Implementation
9.1 Growth Strategies for Your Company
9.2 Prioritized Opportunities through Implementation
9.3 Legal Disclaimer

10. Appendix
10.1 Abbreviations and Acronyms Used

Note: Product cover images may vary from those shown

A selection of companies mentioned in this report includes:

  • [24]7
  • AT&T
  • Aspect
  • Bell Canada
  • BroadSoft
  • CSG Interactive
  • CenturyLink
  • Cincom
  • Contact Solutions (Verint)
  • Convergys
  • Enghouse Interactive
  • Five9
  • Genesys
  • inContact
  • Mitel
  • Nuance
  • Serenova
  • Shoretel
  • Sitel
  • Sykes
  • Tata Communications
  • Teleperformance
  • Verizon
  • VoltDelta
  • West Interactive
  • Working Solutions
  • XO Interactive
Note: Product cover images may vary from those shown