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2019 - 2020 Cloud-Based Contact Center Infrastructure Market Report

  • ID: 4871699
  • Report
  • December 2019
  • Region: Global
  • DMG Consulting LLC
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The Number of CBCCI Seats to Increase by 23% in 2019 and 2020, by 21% in 2021 and 2022, and by 20% in 2023

FEATURED COMPANIES

  • 8×8, Inc.
  • Cisco Systems
  • Content Guru
  • Five9
  • Genesys
  • NICE inContact
  • MORE
The cloud has become the preferred delivery model for contact center solutions. Companies large and small are taking advantage of the market-changing innovation and automation that the cloud-based solutions provide. On-premise solutions will continue to be available, but a hybrid approach that combines cloud and on-premise applications are enabling companies to migrate gradually to the cloud.

A Strong and Innovative Sector with Sustained Growth and Momentum 

CBCCI offerings have reached functional parity with their on-premise counterparts, and companies of all sizes are benefitting from the advanced capabilities of cloud-based solutions. The innovations in the current generation of solutions include vastly improved user interfaces and experiences (UIs and UXs), agent desktops, enhanced routing capabilities, new key performance indicators (KPIs), and better analytics and reporting. The CBCCI vendors are offering out-of-the-box interfaces to make it easier to integrate cloud-based solutions with all types of contact center applications. They have also started to push a “digital-first” agenda by delivering omnichannel solutions to address customer demands in an increasingly digital economy. AI is being incorporated into the new generation of solutions as a foundational layer, through acquisitions, or via partnerships with vendors offering sophisticated AI capabilities.

The CBCCI market is performing well and continuing to pick up momentum: Sales of CBCCI solutions are coming from replacements of on-premise solutions, switching from one CBCCI provider to another, and small and mid-size enterprises (SMEs) purchasing their first contact center systems. Growing demand is being driven by the classic CBCCI benefits as well as new features being delivered by the vendors who are striving to differentiate themselves in a crowded market. The number of CBCCI seats in the market grew by 20.1% between 2017 and 2018 (as of July 31, 2019). The publisher expects the number of CBCCI seats to increase by 23% in 2019 and 2020, by 21% in 2021 and 2022, and by 20% in 2023.

The Leading Resource for the CBCCI Market

The 12th annual edition of Cloud-Based Contact Center Infrastructure Product and Market Report provides the most thorough, authoritative analysis of this explosive market. The Report examines the competitive landscape as well as the business, market and technology trends and drivers that are shaping the cloud-based contact center infrastructure (CBCCI) sector. The 2019 – 2020 edition analyzes the servicing, business and management trends and innovations that are transforming the way enterprises are interacting with customers, prospects and employees. It provides detailed information about the offerings, as well as market share, projections, adoption rates, benefits, return on investment (ROI), pricing, and implementation best practices. The report also presents the results of a comprehensive customer survey that measures satisfaction with the vendors and their product offerings.

The 2019 – 2020 edition of the Cloud-Based Contact Center Infrastructure Product and Market Report features 9 leading and contending vendors: 8×8, Cisco, Content Guru, Five9, Genesys, NICE inContact, Serenova, Sharpen and Twilio. Vonage, who acquired NewVoiceMedia in November 2018, is covered at a high level. The report also includes a comprehensive Vendor Directory that lists providers of cloud-based contact center infrastructure systems and applications for contact centers and customer service organizations worldwide.

Report includes:

Overview of the core functional components of cloud-based contact center infrastructure solutions for 2020 and beyond
Market and business trends and challenges that are driving enterprise investments and influencing the direction of vendor research and development (R&D) 
Cloud-based contact center infrastructure market innovation, including a review of recently introduced capabilities, and functionality that is planned to be introduced in the next 12 – 18 months 
The top digital transformation initiatives for contact centers, including how the CBCCI vendors have enhanced their solutions to assist organizations with their digital transformation and what technologies are being leveraged to support artificial intelligence (AI)-enabled capabilities
The emergence of the hybrid workforce, its impact on the role of the agent, and implications for other employees in the contact center 
Insightful look at how AI-enabled workforce optimization (WFO) is required to support the interaction centers of the future and how the CBCCI vendors are meeting this need 
Review and assessment of the cloud-based contact center infrastructure competitive landscape
Cloud-based contact center infrastructure market activity and market share analysis, adoption rate, and 5-year projections
Analysis of the key functional and technical capabilities of the 9 featured cloud-based contact center infrastructure solutions
Implementation analysis, including a decision framework to assist prospects in determining if it’s time to move to the cloud or upgrade their existing CBCCI solution
Overview of the 10 CBCCI vendors covered in this year’s Report, including company snapshots, vendor go-to-market strategies and product overviews, and core and optional components 
Customer satisfaction survey results that measure and rank the vendors across 12 vendor categories, 10 product capabilities, 10 product features and 10 WFO modules/applications
Vendor pricing structure and a breakdown of one-time and ongoing costs for a 250-seat CBCCI implementation for the 10 solutions covered in this Report 
Detailed company reports for the 10 CBCCI solutions, analyzing their products, functionality and future R&D plans 
Cloud-Based Contact Center Infrastructure Vendor Directory
Note: Product cover images may vary from those shown
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FEATURED COMPANIES

  • 8×8, Inc.
  • Cisco Systems
  • Content Guru
  • Five9
  • Genesys
  • NICE inContact
  • MORE

1. Executive Summary

2. Introduction

3. Research Methodology
3.1 Report Participation Criteria

4. Cloud-Based Contact Center Infrastructure Functional Overview
4.1 Cloud-Based Contact Center Infrastructure Functional Components

5. Cloud-Based Contact Center Infrastructure Market Trends

6. Cloud-Based Contact Center Infrastructure Market Challenges

7. CBCCI Market Innovation
7.1 New Product Features
7.2 Future Enhancements

8. Digital Transformation Initiatives for Contact Centers

9. The Changing Workforce

10. AI-Enabled WFO: Interaction Centers of the Future
10.1 Recording
10.2 Quality Management
10.3 Analytics-Enabled Quality Management
10.4 Gamification
10.5 Contact Center Performance Management
10.6 Surveying/VoC
10.7 Workforce Management
10.8 Knowledge Management
10.9 Interaction (Speech and Text) Analytics
10.10 Desktop Analytics
10.11 Customer Journey Analytics
10.12 Predictive Analytics
10.13 Robotic Process Automation
10.13.1 RPA Building Blocks
10.13.2 Attended and Unattended Automation

11. Cloud-Based Contact Center Infrastructure Market Activity Analysis

12. Adoption of Cloud-Based Contact Center Infrastructure Solutions

13. Cloud-Based Contact Center Infrastructure Market Projections

14. Cloud-Based Contact Center Infrastructure Competitive Landscape
14.1 Company Snapshots

15. Cloud-Based Contact Center Infrastructure Core Functionality: ACD, CTI, IVR/IVA, Dialing

16. CBCCI Functional Analysis
16.1 High-Level Functional Summary
16.2 CRM
16.3 User Interface
16.4 Dashboards, Reporting and Business Intelligence

17. CBCCI Technical Analysis
17.1 High-Level Technical Summary
17.2 Security
17.3 Compliance Management

18. Implementing and Managing a CBCCI Solution
18.1 Vendor Implementation Analysis
18.2 CBCCI Decision Framework
18.3 Service-Level Agreements
18.4 Disaster Recovery/Business Continuity

19. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis
19.1 Summary of Survey Findings and Analysis: Vendor Categories
19.1.1 Vendor Satisfaction by Sub-Category and Customer
19.2 Summary of Survey Findings and Analysis: Product Capabilities Satisfaction Categories
19.2.1 Product Capabilities Satisfaction by Category and Customer
19.3 Summary of Survey Findings and Analysis: Product Features
19.3.1 Product Features Satisfaction by Sub-Category and Customer
19.4 Summary of Survey Findings and Analysis: WFO Components
19.4.1 Workforce Optimization Satisfaction by Category and Customer
19.5 Customer Background and Insights
19.5.1 Channels Supported
19.5.2 Digital Transformation Support
19.5.3 Engineering a Better Customer Experience
19.5.4 Pain Points Being Addressed with CBCCI Solutions
19.5.5 CBCCI Challenges
19.5.6 Additional Comments

20. Pricing
20.1 Pricing Structure
20.2 Pricing for a 250-Seat CBCCI Solution

21. Company Reports
21.1 8×8, Inc.
21.2 Cisco Systems
21.3 Content Guru
21.4 Five9
21.5 Genesys
21.6 NICE inContact
21.7 Serenova
21.8 Sharpen Technologies
21.9 Twilio, Inc.
21.10 Vonage Holdings Corp.

22. Appendix: Cloud-Based Contact Center Infrastructure Vendor Directory

List of Figures
Figure 1: Cloud-Based Contact Center Infrastructure Solutions
Figure 2: CBCCI Functional Components Summary
Figure 3: Cloud-Based Contact Center Infrastructure Market Trends for 2019
Figure 4: Cloud-Based Contact Center Infrastructure Market Challenges for 2019
Figure 5: New Product Features, by Vendor
Figure 6: Future Enhancements, by Category
Figure 7.1: Digital Transformation and AI
Figure 8: The Hybrid Workforce
Figure 9: Characteristics of Contact Centers in 10 - 15 Years
Figure 10: Top Applications of AI Technology
Figure 11.1: Recording
Figure 12.1: Quality Management (QM)
Figure 13: How AQM Works
Figure 14.1: Analytics-Enabled Quality Management (AQM)
Figure 15.1: Gamification
Figure 16: Contact Center Performance Management/Business Intelligence Portal
Figure 17.1: CCPM
Figure 18.1: Surveying/VoC
Figure 19: Enterprise WFM Suite Components
Figure 20.1: Workforce Management
Figure 21.1: Knowledge Management
Figure 22: How Interaction Analytics Works
Figure 23.1: Interaction Analytics
Figure 24: Desktop Analytics Defined
Figure 25.1: Desktop Analytics
Figure 26: CJA Defined
Figure 27.1: Customer Journey Analytics
Figure 28.1: Predictive Analytics
Figure 29: RPA Building Blocks
Figure 30: Attended vs. Unattended Automation
Figure 31.1: Attended and Unattended RPA
Figure 32: 2018 Cloud-Based Contact Center Infrastructure Customers and Seats, as of July 2019
Figure 33: 2018 Cloud-Based Contact Center Infrastructure Market Activity, as of July 2019
Figure 34: Cloud-Based Contact Center Infrastructure Market Share, by Seats, as of July 2019
Figure 35: Cloud-Based Contact Center Infrastructure Market Share, by Customers, as of July 2019
Figure 36: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2018 vs. 2017 Comparison
Figure 37: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2018 vs. 2017 Comparison
Figure 38: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2018 vs. 2017 Comparison
Figure 39: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2018 vs. 2017 Comparison
Figure 40: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2009 - 2018
Figure 41: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2009 - 2018
Figure 42: Cloud-Based Contact Center Infrastructure Seats, Growth and Adoption Rates, 2009 - 2018
Figure 43: Cloud-Based Contact Center Infrastructure Seat Projections, 2019 - 2023
Figure 44.1: Company Information
Figure 45.1: Core Infrastructure Capabilities; ACD, CTI, IVR/IVA, Outbound
Figure 46.1: High-Level Functional Summary
Figure 47.1: CRM
Figure 48.1: User Interface
Figure 49.1: Dashboards, Reporting and Business Intelligence
Figure 50.1: High-Level Technical Analysis
Figure 51.1: Security
Figure 52.1: Compliance Management
Figure 53.1: Implementation Analysis for a 250-Seat Contact Center
Figure 54.1: SLAs
Figure 55.1: Data Center, Back-Up, Disaster Recovery (DR) and Business Continuity (BC)
Figure 56: Customer Survey Rating Categories
Figure 57: Vendor Average Satisfaction Ratings, by Category
Figure 58: Current Product Satisfaction Ratings, by Customer
Figure 59: Implementation Satisfaction Ratings, by Customer
Figure 60: Professional Services Satisfaction Ratings, by Customer
Figure 61: Training Satisfaction Ratings, by Customer
Figure 62: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 63: System Upgrades Satisfaction Ratings, by Customer
Figure 64: Innovation Satisfaction Ratings, by Customer
Figure 65: Ease of Doing Business with Vendor Satisfaction Ratings, by Customer
Figure 66: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 67: Vendor Communication Satisfaction Ratings, by Customer
Figure 68: Product Pricing Satisfaction Ratings, by Customer
Figure 69: Overall Vendor Satisfaction Ratings, by Customer
Figure 70: Product Capabilities Satisfaction Ratings by Category
Figure 71: Omni-Channel Inbound Capabilities Satisfaction Ratings, by Customer
Figure 72: Outbound Dialing and Campaign Management Features and Functionality Satisfaction Ratings, by Customer
Figure 73: Advanced Routing and Queuing Features for Inbound Satisfaction Ratings, by Customer
Figure 74: IVR Features and Functionality Satisfaction Ratings, by Customer
Figure 75: Intelligent Virtual Agent (IVA) Features and Functionality Satisfaction Ratings, by Customer
Figure 76: CRM Features and Functionality Satisfaction Ratings, by Customer
Figure 77: Recording Features and Functionality Satisfaction Ratings, by Customer
Figure 78: Quality Management/Coaching Capabilities Satisfaction Ratings, by Customer
Figure 79: AI and Automation Capabilities Satisfaction Ratings, by Customer
Figure 80: Reports and Dashboards Satisfaction Ratings, by Customer
Figure 81: Product Features Satisfaction Ratings by Category
Figure 82: Agent Interface and Experience Satisfaction Ratings, by Customer
Figure 83: Supervisor Interface and Experience Satisfaction Ratings, by Customer
Figure 84: Administration Environment (Ease of Configuration/Use/ Maintenance) Satisfaction Ratings, by Customer
Figure 85: Provisioning and License Management Satisfaction Ratings, by Customer
Figure 86: System Security Features Satisfaction Ratings, by Customer
Figure 87: Compliance Management Features Satisfaction Ratings, by Customer
Figure 88: System Scalability Satisfaction Ratings, by Customer
Figure 89: Platform Reliability (System Availability and Uptime) Satisfaction Ratings, by Customer
Figure 90: Business Continuity/Disaster Recovery Capabilities Satisfaction Ratings, by Customer
Figure 91: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
Figure 92: Workforce Optimization Satisfaction Ratings by Category
Figure 93: Surveying/VoC Satisfaction Ratings, by Customer
Figure 94: Knowledge Management Satisfaction Ratings, by Customer
Figure 95: Speech Analytics Satisfaction Ratings, by Customer
Figure 96: Voice Biometrics Satisfaction Ratings, by Customer
Figure 97: Text Analytics Satisfaction Ratings, by Customer
Figure 98: Desktop Analytics Satisfaction Ratings, by Customer
Figure 99: Predictive Analytics Satisfaction Ratings, by Customer
Figure 100: Customer Journey Analytics Satisfaction Ratings, by Customer
Figure 101: Gamification Satisfaction Ratings, by Customer
Figure 102: Robotic Process Automation (RPA) Satisfaction Ratings, by Customer
Figure 103: What channels do you use your cloud-based contact center infrastructure to support?
Figure 104: What are the top 3 - 5 ways that your cloud-based contact center infrastructure solution helps with your digital transformation?
Figure 105: What are the top 3 - 5 ways that your cloud-based contact center infrastructure solution helps you engineer a better customer experience?
Figure 106: What are the top 3 - 5 “pain points” you wanted to solve with your cloud-based contact center infrastructure solution?
Figure 107: Please tell us the top 3 - 5 challenges of your cloud-based contact center solution.
Figure 108: Additional comments about your experience with the vendor and/or product.
Figure 109.1: Pricing Structure
Figure 110.1: Pricing for a 250-Seat Cloud-Based Contact Center Infrastructure Implementation

Note: Product cover images may vary from those shown
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  • 8×8, Inc.
  • Cisco Systems
  • Content Guru
  • Five9
  • Genesys
  • NICE inContact
  • Serenova
  • Sharpen Technologies
  • Twilio, Inc.
  • Vonage Holdings Corp
Note: Product cover images may vary from those shown
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