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2020-2021 Cloud-Based Contact Center Infrastructure Product and Market Report

  • ID: 5206800
  • Report
  • December 2020
  • Region: Global
  • DMG Consulting LLC

FEATURED COMPANIES

  • 8×8, Inc.
  • Aspect Software, Inc.
  • Cisco
  • Edify Labs, Inc.
  • Five9
  • NICE inContact

The CBCCI (also known as contact-center-as-a-service, CCaaS) market is red-hot. Already one of the fastest-growing IT sectors in the contact center prior to the pandemic, the CBCCI market is seeing rapid growth, driven by companies’ pandemic-related needs. Companies worldwide, many of which were planning to transition to a CCaaS solution from their on-premise infrastructure, have accelerated their move to the cloud by anywhere from 2 - 6 years, a remarkable rate for the traditionally staid contact center technology market.

CCaaS Vendors Rise to the Challenge of the COVID Crisis

The COVID-19 pandemic has had a profound impact on economies, businesses, and individuals throughout the world. Traditional offices and contact center sites have been shuttered for months. Companies that had CCaaS solutions in place at the outset of the pandemic were better prepared than their on-premise counterparts to move employees out of the office and into the safety of their homes. And many companies and government agencies that were not yet using cloud-based contact center solutions quickly adopted them. Post-pandemic, many enterprises will likely keep some or all of their employees working remotely. Cloud-based solutions such as voice and screen recording, interaction analytics, and AQM are well-suited to addressing the needs of the work-at-home business model, and mobile-enabled workforce management (WFM) solutions help keep track of employees and allow agents to adjust their working hours, regardless of where they are located.

Aside from the pandemic, another major trend in the contact center world is the convergence of CBCCI and workforce optimization (WFO) solutions. CBCCI vendors have been selling recording and QM, the core capabilities of WFO solutions, for years, but today CBCCI vendors are increasingly expected to offer their own WFO capabilities in order to be considered industry-leading. Enterprises are also asking their CCaaS vendors to provide a fully integrated administration environment for both the contact center infrastructure and WFO functions, to greatly simplify the management of the solutions, the contact center, and agents.

Comprehensive and Authoritative Guide to the CBCCI Sector

The 13th annual edition of DMG Consulting LLC’s Cloud-Based Contact Center Infrastructure Product and Market Report explores the competitive landscape, market share, projections and adoption rates, and the business, market, and technological trends that are driving the rapid growth of this essential segment. The report also presents the results of a comprehensive customer survey that measures satisfaction with the vendors and their product offerings. This year’s report discusses the impact of the coronavirus pandemic on the short- and long-term future of this increasingly important sector. It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents.

The 2020 - 2021 Cloud-Based Contact Center Infrastructure Product and Market Report features 9 leading and contending vendors: 8×8, Aspect, Cisco, Edify, Five9, NICE inContact, Puzzel, Twilio, and Vonage. The report thoroughly analyzes CBCCI vendors, products, functional capabilities, market activity, and pricing. It also includes satisfaction survey results for each of the featured vendors. The Report is intended to help contact center, IT, and enterprise leaders and managers in companies of all sizes select the right solution, functionality, and partner to meet their organization’s current and future CCaaS needs.

Report includes:

  • Overview of the core functional components of CBCCI solutions, including a high-level overview of the core, optional and partner-provided functional components that comprise each of the featured CBCCI solutions
  • Insightful look at the broader impacts of the COVID-19 pandemic on economic and industry trends and specific CBCCI trends and challenges that are influencing investments, innovation, and adoption
  • CBCCI market innovation, including a review of capabilities and functionality that have been recently introduced or are planned to be delivered in the next 12 - 18 months
  • Timely discussion of the critical role of CBCCI solutions in keeping contact centers and service organizations up and running during the COVID-19 pandemic, including their ability to support a work-at-home (WAH), model
  • Review of the increasing requirements for omnichannel support, including consumers’ growing preferences for self-service and digital channel support
  • A look at the relationship between workforce optimization (WFO) and CBCCI solutions, and a high-level overview of the WFO components in each of the 9 CBCCI solutions featured in this analysis
  • Examination of the importance of, and new requirements for, business continuity (BC)/disaster recovery (DR) plans as a result of the COVID crisis, including WAH provisions
  • CBCCI market activity and market share analysis, including trends, adoption rate, and 5-year projections
  • Review and assessment of the CBCCI competitive landscape, including a high-level company overview
  • Analysis of the key functional and technical capabilities of the 9 featured cloud-based contact center infrastructure solutions
  • Implementation analysis, including vendor methodology, best practices, integration capabilities, and service level agreements (SLAs)
  • Customer satisfaction survey results that measure and rank the vendors across 12 vendor categories, 7 product capabilities, 7 WFO applications, and 12 platform components
  • Vendor pricing structure and a breakdown of one-time and ongoing costs for a 250-seat CBCCI implementation for a voice-only, omnichannel and digital-channel-only implementation for the 9 solutions covered in this Report
  • Detailed company reports for the 9 featured CBCCI vendors, analyzing their products, functionality, and future research and development (R&D) plans
  • CBCCI Vendor Directory

Please note: A customer license letter agreement needs to be signed prior to delivery of this product. This letter will be sent to you via email after your order is placed.

Note: Product cover images may vary from those shown

FEATURED COMPANIES

  • 8×8, Inc.
  • Aspect Software, Inc.
  • Cisco
  • Edify Labs, Inc.
  • Five9
  • NICE inContact

1. Executive Summary

2. Introduction

3. Research Methodology
3.1 Report Participation Criteria

4. CBCCI Functional Overview
4.1 CBCCI Functional Components

5. Economic and Industry Trends
5.1 Cloud-Based Contact Center Infrastructure Trends
5.2 Cloud-Based Contact Center Infrastructure Challenges

6. CBCCI Market Innovation
6.1 New Product Features
6.2 Future Enhancements

7. CBCCI to the Rescue: The Critical Role of CBCCI in the Pandemic
7.1 Self-Service
7.2 Work-at-Home Agents

8. Omni-Channel Requirements for CBCCI Solutions
8.1 The Growing Importance of Digital Channels
8.2 Channel Descriptions
8.3 Omni-Channel Capabilities
8.4 Agent Desktop
8.5 Supervisor UI

9. CBCCI and WFO: An Essential Merger

10. BC/DR Plans in a Post COVID World

11. Future Outlook for CBCCI
11.1 AI, Machine Learning and Automation

12. Market Activity Analysis
12.1 Cloud-Based Contact Center Infrastructure Customers and Seats

13. CBCCI Market Adoption

14. CBCCI Market Projections

15. CBCCI Competitive Landscape
15.1 CBCCI Vendor Categories
15.2 Company Snapshots

16. Functional Analysis
16.1 High-Level Functional Analysis
16.2 Omni-Channel Routing and Queuing Engines
16.3 CRM
16.4 Outbound
16.5 Dashboards, Reporting, and Analytics

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

18. Implementation Analysis
18.1 SLAs

19. CBCCI Satisfaction Survey and Analysis
19.1 Summary of Survey Findings and Analysis: Vendor Categories
19.1.1 Vendor Satisfaction by Category and Customer
19.2 Summary of Survey Findings and Analysis: Product Capabilities
19.2.1 Product Capabilities Satisfaction Ratings, by Category and Customer
19.3 Summary of Survey Findings and Analysis: WFO Capabilities
19.3.1 WFO Capabilities Satisfaction Ratings, by Category and Customer
19.4 Summary of Survey Findings and Analysis: Product Platform
19.4.1 Product Platform Satisfaction, by Category and Customer
19.5 Customer Background and Insights
19.5.1 Channels Supported
19.5.2 Top 3 - 5 Strengths of the CBCCI Solution
19.5.3 Top 3 - 5 Challenges of the CBCCI Solution
19.5.4 Additional Comments

20. Pricing
20.1 Pricing Structure
20.2 Pricing for a 250-Seat Voice-Only CBCCI Solution
20.3 Pricing for a 250-Seat Omni-Channel (Voice and Digital) CBCCI Solution
20.4 Pricing for a 250-Seat Digital-Only CBCCI Solution

21. Company Reports
21.1 8×8, Inc.
21.2 Aspect Software, Inc.
21.3 Cisco
21.4 Edify Labs, Inc.
21.5 Five9
21.6 NICE inContact
21.7 Puzzel Ltd.
21.8 Twilio, Inc.
21.9 Vonage Holdings Corp.

22. CBCCI Vendor Directory

List of Figures
Figure 1: CBCCI Functional and Technical Building Blocks
Figure 2: Functional Components
Figure 3: Economic and Industry Trends
Figure 4: CBCCI Market Trends
Figure 5: CBCCI Market Challenges
Figure 6: New Product Features, by Vendor
Figure 7: Future Enhancements, by Category
Figure 8.1: IVR and IVA Self-Service Capabilities
Figure 8.2: IVA and IVR Self-Service Capabilities
Figure 9.1: Remote Staff/WAH Agents
Figure 9.2: Remote Staff/WAH Agents
Figure 10: The Omni-Channel Customer Journey
Figure 11: Requirements for Delivering Great CX in the New World
Figure 12: Channel Descriptions
Figure 13: Omni-Channel Capabilities
Figure 14.1: Agent Desktop
Figure 14.2: Agent Desktop
Figure 15.1: Supervisor UI
Figure 15.2: Supervisor UI
Figure 16: Contact Center Workforce Optimization Suite
Figure 17: WFO Capabilities
Figure 18.1: BC/DR
Figure 18.2: BC/DR
Figure 19.1: AI, Machine Learning and Automation
Figure 19.2: AI, Machine Learning and Automation
Figure 20: 2019 Cloud-Based Contact Center Infrastructure Customers and Seats, as of July 2020
Figure 21: 2019 Cloud-Based Contact Center Infrastructure Market Share Table, by Seats, as of July 2020
Figure 22: Cloud-Based Contact Center Infrastructure Market Share Chart, by Seats, as of July 2020
Figure 23: 2019 Cloud-Based Contact Center Infrastructure Market Share Table, by Customers, as of July 2020
Figure 24: Cloud-Based Contact Center Infrastructure Market Share Chart, by Customers, as of July 2020
Figure 25: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2019 vs. 2018 Comparison
Figure 26: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2019 vs. 2018 Comparison
Figure 27: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2019 vs. 2018 Comparison
Figure 28: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2019 vs. 2018 Comparison
Figure 29: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2010 - 2019
Figure 30: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2010 - 2019
Figure 31: Cloud-Based Contact Center Infrastructure Seats, Growth and Adoption Rates, 2010 - 2019
Figure 32: Cloud-Based Contact Center Infrastructure Seat Projections, 2020 - 2024
Figure 33: CBCCI Competitive Landscape
Figure 34.1: Company Information
Figure 34.2: Company Information
Figure 35.1: High-Level Functional Summary
Figure 35.2: High-Level Functional Summary
Figure 36.1: ACD/Omni-Channel Routing and Queuing Engine
Figure 36.2: ACD/Omni-Channel Routing and Queuing Engine
Figure 37.1: Customer Relationship Management/Case Management
Figure 37.2: Customer Relationship Management/Case Management
Figure 38.1: Outbound
Figure 38.2: Outbound
Figure 39.1: Dashboards, Reporting and Analytics
Figure 39.2: Dashboards, Reporting and Analytics
Figure 40.1: High-Level Technical Summary
Figure 40.2: High-Level Technical Summary
Figure 41.1: Integration
Figure 41.2: Integration
Figure 42.1: Security and Compliance
Figure 42.2: Security and Compliance
Figure 43.1: Implementation Analysis
Figure 43.2: Implementation Analysis
Figure 44.1: SLA
Figure 44.2: SLA
Figure 45: Customer Survey Rating Categories
Figure 46: Average Vendor Satisfaction Ratings, by Category
Figure 47: Current Product Satisfaction Ratings, by Customer
Figure 48: Implementation Satisfaction Ratings, by Customer
Figure 49: Professional Services Satisfaction Ratings, by Customer
Figure 50: Training Satisfaction Ratings, by Customer
Figure 51: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 52: System Upgrades Satisfaction Ratings, by Customer
Figure 53: Innovation Satisfaction Ratings, by Customer
Figure 54: Communication Satisfaction Ratings, by Customer
Figure 55: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 56: Ease of Doing Business with the Vendor Satisfaction Ratings, by Customer
Figure 57: Product Pricing Satisfaction Ratings, by Customer
Figure 58: Overall Vendor Satisfaction Ratings, by Customer
Figure 59: Product Capabilities Satisfaction Ratings, by Category
Figure 60: Omni-channel (Voice and Digital) Inbound Capabilities Satisfaction Ratings, by Customer
Figure 61: Outbound Campaign Management Features and Functionality Satisfaction Ratings, by Customer
Figure 62: Omni-Channel Routing Engine Satisfaction Ratings, by Customer
Figure 63: Omni-Channel Queuing Features Satisfaction Ratings, by Customer
Figure 64: IVR/IVA Features and Functionality Satisfaction Ratings, by Customer
Figure 65: CRM Features and Functionality Satisfaction Ratings, by Customer
Figure 66: Reports and Dashboards Satisfaction Ratings, by Customer
Figure 67: WFO Capabilities Satisfaction Ratings, by Category
Figure 68: Omni-Channel Call and Screen Recording Features and Functionality Satisfaction Ratings, by Customer
Figure 69: Omni-Channel Quality Management/Coaching Capabilities Satisfaction Ratings, by Customer
Figure 70: Surveying/Voice of the Customer (VoC) Satisfaction Ratings, by Customer
Figure 71: Knowledge Management Satisfaction Ratings, by Customer
Figure 72: Interaction (Speech and Text) Analytics Satisfaction Ratings, by Customer
Figure 73: Customer Journey Analytics Satisfaction Ratings, by Customer
Figure 74: Robotic Process Automation (RPA) Satisfaction Ratings, by Customer
Figure 75: Product Platform Satisfaction Ratings, by Category
Figure 76: Agent Desktop Capabilities for Handling Omni-Channel Voice and Digital Interactions in a Unified Interface Satisfaction Ratings, by Customer
Figure 77: Supervisor User Interface (UI) Features and Functions, Including Ability to Monitor Omni-Channel Agent Interactions Satisfaction Ratings, by Customer
Figure 78: Features and Ability to Support Remote and Work-at-Home (WAH) Staff Satisfaction Ratings, by Customer
Figure 79: Artificial Intelligence (AI) Capabilities Satisfaction Ratings, by Customer
Figure 80: System Administration Environment (Ease of Configuration/Use/Maintenance) Satisfaction Ratings, by Customer
Figure 81: Provisioning and License Management Satisfaction Ratings, by Customer
Figure 82: System Security Features Satisfaction Ratings, by Customer
Figure 83: Compliance Management Features Satisfaction Ratings, by Customer
Figure 84: System Scalability Satisfaction Ratings, by Customer
Figure 85: Platform Reliability (System Availability and Uptime) Satisfaction Ratings, by Customer
Figure 86: Business Continuity/Disaster Recovery Capabilities Satisfaction Ratings, by Customer
Figure 87: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
Figure 88: What channels do you use your cloud-based contact center infrastructure solution to support?
Figure 89: What are the top 3 - 5 strengths of your CBCCI solution?
Figure 90: Please tell us the top 3 - 5 challenges of your cloud-based contact center solution.
Figure 91: Additional comments about your experience with the vendor and/or solution.
Figure 92.1: Pricing Structure
Figure 92.2: Pricing Structure
Figure 93.1: Pricing for a 250-Seat Voice-Only CBCCI Solution
Figure 93.2: Pricing for a 250-Seat Voice-Only CBCCI Solution
Figure 94.1: Pricing for a 250-Seat Omni-Channel (Voice and Digital) CBCCI Solution
Figure 94.2: Pricing for a 250-Seat Omni-Channel (Voice and Digital) CBCCI Solution
Figure 95.1: Pricing for a 250-Seat Digital-Only CBCCI Solution
Figure 95.2: Pricing for a 250-Seat Digital-Only CBCCI Solution

Note: Product cover images may vary from those shown

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  • 8×8, Inc.
  • Aspect Software, Inc.
  • Cisco
  • Edify Labs, Inc.
  • Five9
  • NICE inContact
  • Puzzel Ltd.
  • Twilio, Inc.
  • Vonage Holdings Corp.
Note: Product cover images may vary from those shown
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