2018 - 2019 Cloud-Based Contact Center Infrastructure Product and Market Report

  • ID: 4702635
  • Report
  • Region: Global
  • DMG Consulting LLC
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The Growth Rate of the Cloud-Based Contact Center Infrastructure Market was 25.4%, Surpassing the Researcher's 2017 Projection of 22%

FEATURED COMPANIES

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

Cloud-based contact center infrastructure (CBCCI) solutions are coming of age: The advantages of hosted/SaaS applications in the cloud are no longer the sole value proposition for buying a CBCCI solution. These solutions are compelling because the vendors are delivering outstanding and differentiated capabilities, either natively, by acquisition, or through integrations with best-of-breed providers.

Authoritative, foremost analysis of this important contact center sector

The past year was excellent for the cloud-based contact center infrastructure market. The vast majority of sales were to existing contact centers that were being migrated to the cloud. The introduction of contact center platforms from companies such as Amazon and Twilio is having a positive and disruptive impact on the CBCCI market and contributing to its growth. The new paradigm of “platform as a service” means that customized solutions can be created and deployed quickly; application programming interfaces (APIs) are being used to build out functional capabilities rapidly and easily.

The growth rate of the cloud-based contact center infrastructure market was 25.4%, surpassing the researcher's 2017 projection of 22%. The publisher remains bullish on this IT market, particularly now that some of the larger contact centers are either moving to the cloud, albeit not all of their seats at once or considering a move. The researcher expects the market to grow at a minimum of 22.5% in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022.

This 11th annual edition of the Cloud-Based Contact Center Infrastructure Product and Market Report presents the most comprehensive, authoritative analysis of this important and maturing IT sector. The Report examines the competitive landscape, and trends and challenges that are influencing the CBCCI market. It explores market innovation, products, benefits, return on investment, pricing and implementation best practices. The Report also analyzes market dynamics, the vendors’ market share, adoption rates and projections, as well as customer survey results that measure and track satisfaction with the vendors and their products.

The 2018 - 2019 edition of the Cloud-Based Contact Center Product and Market Report features 10 leading and contending vendors: 8×8, Cisco, Content Guru, Five9, Genesys, NewVoiceMedia, NICE inContact, Serenova, Sharpen and Twilio. 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.

The Report includes:

  • Overview of the core functional components of cloud-based contact center infrastructure solutions
  • Functional overview of cloud-based contact center infrastructure solutions, including underlying technical components, core and optional modules
  • High-level functional and technical analysis of each of the 10 featured solutions
  • Service deployment options for cloud-based contact center infrastructure solutions
  • Market trends and challenges that are driving investments and innovation
  • Cloud-based contact center infrastructure market innovation, including a review of recently introduced functionality and what is planned for the next 12 - 18 months
  • Insights into the synergetic relationship between workforce optimization (WFO) and cloud-based contact center infrastructure solutions, and why the functions and benefits of the individual applications increase exponentially when they are used together
  • Timely discussion about how the emergence of artificial intelligence and machine learning-enabled contact center solutions will usher in a new era of adaptive and proactive service
  • Examination of how cloud-based contact center infrastructure solutions help small and mid-size (SMB) businesses address their common challenges and guidelines on how to build a compelling business case
  • Cloud-based contact center infrastructure market activity and market share analysis, adoption rate, and 5-year projections
  • Review of the cloud-based contact center infrastructure competitive landscape
  • Overview of the 10 leading and contending cloud-based contact center infrastructure vendors, including company snapshots and product overviews
  • In-depth side-by-side comparative analyses of the key functional and technical capabilities of the 10 featured cloud-based contact center infrastructure solutions
  • Implementation analysis, including vendor best practices, service-level agreements and license management
  • Comprehensive vendor satisfaction survey results that measure and rank the vendors across 20 product components and 13 vendor categories
  • Vendor pricing analysis for 50-, 250- and 500-seat cloud-based contact center infrastructure implementations
  • Detailed company reports for the 10 leading and contending cloud-based contact center infrastructure vendors, analyzing their products, functionality and future research and development (R&D) plans
  • Cloud-Based Contact Center Infrastructure 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.

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

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

1. Executive Summary

2. Introduction

3. Research Methodology
3.1 Report Participation Criteria

4. Cloud-Based Contact Center Infrastructure Functional Overview
4.1 Core Cloud-Based Contact Center Infrastructure Functional Components
4.2 High-Level Functional Summary
4.3 High-Level Technical Summary

5. Vendor Service Delivery Models
5.1 Service Delivery Definitions
5.2 Vendor Service Delivery Options

6. Cloud-Based Contact Center Infrastructure Market Trends

7. Cloud-Based Contact Center Infrastructure Market Challenges

8. CBCCI Market Innovation
8.1 New Product Features
8.2 Future Enhancements

9. It’s Mutual; CBCCI and WFO are Better Together
9.1 Workforce Optimization Defined
9.2 Cloud-Based Contact Center Infrastructure Vendor WFO Capabilities

10. Working Smarter with AI, Machine Learning and Analytics
10.1 Vendor Artificial Intelligence, Machine Learning and Automation Capabilities
10.2 Analytics for Business Intelligence and Insights

11. Cloud-Based Contact Center Infrastructure Helps Small/Mid-Size Organizations Address their Growing Pains
11.1 Common SMB Business Challenges and their Solutions
11.2 Building a Business Case
11.3 Vendor SMB Offerings

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

13. Adoption of Cloud-Based Contact Center Infrastructure Solutions

14. Cloud-Based Contact Center Infrastructure Market Projections

15. Cloud-Based Contact Center Infrastructure Competitive Landscape

16. Cloud-Based Contact Center Infrastructure Vendors and Solutions
16.1 Company Snapshot
16.2 Vendor Offerings and Products

17. Cloud-Based Contact Center Infrastructure Functional Analysis
17.1 ACD
17.2 CTI
17.3 IVR/IVA
17.3 UC
17.4 CRM
17.5 UI
17.6 Omni-Channel Support
17.7 Outbound
17.8 Dashboards, Reporting and Analytics

18. CBCCI Technical Analysis
18.1 Multi-Tenancy
18.2 Integration
18.3 Security
18.4 Business Continuity/Disaster Recovery (BC/DR)
18.5 Compliance Management

19. Implementing and Managing a CBCCI Solution
19.1 Vendor Implementation Best Practices
19.2 Service-Level Agreements (SLAs)
19.3 License Management

20. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis
20.1 Summary of Survey Findings and Analysis: Vendor Categories
20.1.1 Vendor Satisfaction by Sub-Category and Customer
20.2 Summary of Survey Findings and Analysis: Product Categories
20.2.1 Product Satisfaction by Sub-Category and Customer
20.3 Customer Background and Insights
20.3.1 Vendor Applications Used
20.3.2 Channels Supported
20.3.3 Top Purchasing Drivers
20.3.4 Engineering a Better Customer Experience
20.3.5 Strengths of Cloud-Based Contact Center Infrastructure Solutions
20.3.6 Product Enhancements
20.3.7 Additional Comments

21. Pricing
21.1 Pricing Structure
21.2 Pricing for a 50 - Seat CBCCI Solution
21.3 Pricing for a 250 - Seat CBCCI Solution
21.4 Pricing for a 500 - Seat Implementation

22. Company Reports
22.1 8×8, Inc.
22.2 Cisco Systems
22.3 Content Guru
22.4 Five9, Inc.
22.5 Genesys
22.6 NewVoiceMedia
22.7 NICE inContact
22.8 Serenova
22.9 Sharpen Technologies
22.10 Twilio, Inc.

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

Table of Figures
Figure 1: Cloud-Based Contact Center Solutions
Figure 2.1: High-Level Functional Summary
Figure 2.2: High-Level Functional Summary
Figure 3.1: High-Level Technical Analysis
Figure 3.2: High-Level Technical Analysis
Figure 4: Service Delivery Models, Advantages and Disadvantages
Figure 5: Service Delivery Definitions
Figure 6: Vendor Service Delivery Options
Figure 7: Cloud-Based Contact Center Infrastructure Market Trends for 2018
Figure 8: Cloud-Based Contact Center Infrastructure Market Challenges for 2018
Figure 9: New Product Features
Figure 10: Future Enhancements, by Category
Figure 11: Contact Center Workforce Optimization Suite
Figure 12.1: WFO Capabilities
Figure 12.2 WFO Capabilities
Figure 13: Adaptive and Proactive Service
Figure 14.1: Artificial Intelligence, Machine Learning and Automation
Figure 14.2: Artificial Intelligence, Machine Learning and Automation
Figure 15.1: Analytics
Figure 15.2: Analytics
Figure 16: Top Contact Center Investment Drivers
Figure 17: Common SMB Business Challenges and their Solutions
Figure 18: Benefits of a Cloud-Based Deployment Model
Figure 19: Senior Management Presentation
Figure 20: Typical Cash Flow and Payback Analysis
Figure 21.1: SMB Offerings
Figure 21.2: SMB Offerings
Figure 22: 2017 Cloud-Based Contact Center Infrastructure Customers and Seats, as of July 2018
Figure 23: 2017 Cloud-Based Contact Center Infrastructure Market Activity, as of July 2018
Figure 24: Cloud-Based Contact Center Infrastructure Market Share, by Seats, as of July 2018
Figure 25: Cloud-Based Contact Center Infrastructure Market Share, by Customers, as of July 2018
Figure 26: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2017 vs. 2016 Comparison
Figure 27: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2017 vs. 2016 Comparison
Figure 28: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2017 vs. 2016 Comparison
Figure 29: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2017 vs. 2016 Comparison
Figure 30: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2008 - 2017
Figure 31: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2008 - 2017
Figure 32: Cloud-Based Contact Center Infrastructure Seats, Growth and Adoption Rates, 2008 - 2017
Figure 33: Cloud-Based Contact Center Infrastructure Seat Projections, 2018 - 2022
Figure 34.1: Company Information
Figure 34.2: Company Information
Figure 35: Product Information
Figure 36.1: Automatic Call Distributor (ACD)
Figure 36.2: Automatic Call Distributor (ACD)
Figure 37.1: CTI
Figure 37.2: CTI
Figure 38.1: IVR/IVA
Figure 38.2: IVR/IVA
Figure 39.1: UC
Figure 39.2: UC
Figure 40.1: CRM
Figure 40.2: CRM
Figure 41.1: User Interface
Figure 41.2: User Interface
Figure 42.1: Omni-Channel Support
Figure 42.2: Omni-Channel Support
Figure 43.1: Outbound
Figure 43.2: Outbound
Figure 44.1: Dashboards, Reporting and Analytics
Figure 44.2: Dashboards, Reporting and Analytics
Figure 45.1: Multi-Tenancy
Figure 45.2: Multi-Tenancy
Figure 46.1: Integration
Figure 46.2: Integration
Figure 47.1: Security
Figure 47.2: Security
Figure 48.1: Data Center, Back-Up, Disaster Recovery (DR) and Business Continuity (BC)
Figure 48.2: Data Center, Back-Up, Disaster Recovery (DR) and Business Continuity (BC)
Figure 49.1: Compliance Features
Figure 49.2: Compliance Features
Figure 50.1: Implementation Analysis
Figure 50.2: Implementation Analysis
Figure 51.1: Vendor Implementation Best Practices
Figure 51.2: Vendor Implementation Best Practices
Figure 52.1: SLAs
Figure 52.2: SLAs
Figure 53.1: License Management
Figure 53.2: License Management
Figure 54: Customer Survey Rating Categories
Figure 55: Average Satisfaction Ratings, by Category
Figure 56: Current Product Satisfaction Ratings, by Customer
Figure 57: Implementation Satisfaction Ratings, by Customer
Figure 58: System Availability/Up-Time Satisfaction Ratings, by Customer
Figure 59: Professional Services Satisfaction Ratings, by Customer
Figure 60: Training Satisfaction Ratings, by Customer
Figure 61: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 62: System Upgrades Satisfaction Ratings, by Customer
Figure 63: Innovation Satisfaction Ratings, by Customer
Figure 64: Ease of Doing Business Satisfaction Ratings, by Customer
Figure 65: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 66: Vendor Communication Satisfaction Ratings, by Customer
Figure 67: Product Pricing Satisfaction Ratings, by Customer
Figure 68: Overall Vendor Satisfaction Ratings, by Customer
Figure 69: Product Satisfaction Ratings by Category
Figure 70: Omni-Channel Capabilities Satisfaction Ratings, by Customer
Figure 71: Multi-Skill Routing and Queuing Features Satisfaction Ratings, by Customer
Figure 72: Agent Interface and User Experience Satisfaction Ratings, by Customer
Figure 73: Supervisor Interface and User Experience Satisfaction Ratings, by Customer
Figure 74: Administrator Interface and User Experience Satisfaction Ratings, by Customer
Figure 75: IVR Features and Functionality Satisfaction Ratings, by Customer
Figure 76: Outbound Dialing and Campaign Management Features and Functionality Satisfaction Ratings, by Customer
Figure 77: Recording Features Satisfaction Ratings, by Customer
Figure 78: Quality Management/Coaching Capabilities Satisfaction Ratings, by Customer
Figure 79: Artificial Intelligence/Machine Learning Capabilities Satisfaction Ratings, by Customer
Figure 80: Automation Capabilities Satisfaction Ratings, by Customer
Figure 81: Reporting/Dashboards Satisfaction Ratings, by Customer
Figure 82: Business Intelligence Capabilities Satisfaction Ratings, by Customer
Figure 83: Compliance Features Satisfaction Ratings, by Customer
Figure 84: System Security Satisfaction Ratings, by Customer
Figure 85: System Scalability Satisfaction Ratings, by Customer
Figure 86: Platform Reliability Satisfaction Ratings, by Customer
Figure 87: Business Continuity/Disaster Recovery Capabilities Satisfaction Ratings, by Customer
Figure 88: Ease of Configuration/Use/Maintenance Satisfaction Ratings, by Customer
Figure 89: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
Figure 90: What applications do you use from your cloud-based contact center infrastructure vendor?
Figure 91: What channels do you use your cloud-based contact center infrastructure to support?
Figure 92: What were your top 3 - 5 reasons for choosing a cloud-based contact center infrastructure solution?
Figure 93: What are the top 3 - 5 ways that your cloud-based contact center infrastructure solution helps you engineer a better customer experience?
Figure 94: Please tell us the top 3 - 5 strengths of your cloud-based contact center infrastructure solution.
Figure 95: Please list the product enhancements/additional capabilities you would like to see.
Figure 96: Additional comments about your experience with the vendor and/or product.
Figure 97.1: Pricing Structure
Figure 97.2: Pricing Structure
Figure 98.1: Pricing for a 50-Seat Cloud-Based Contact Center Infrastructure Implementation
Figure 98.2: Pricing for a 50-Seat Cloud-Based Contact Center Infrastructure Implementation
Figure 99.1: Pricing for a 250-Seat Cloud-Based Contact Center Infrastructure Implementation
Figure 99.2: Pricing for a 250-Seat Cloud-Based Contact Center Infrastructure Implementation
Figure 100.1: Pricing for a 500-Seat Cloud-Based Contact Center Infrastructure Implementation
Figure 100.2: Pricing for a 500-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, Inc.
  • Genesys
  • NewVoiceMedia
  • NICE inContact
  • Serenova
  • Sharpen Technologies
  • Twilio, Inc.
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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