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TMCNet:  2017-2018 Cloud-Based Contact Center Infrastructure Market Report - Research and Markets

[December 06, 2017]

2017-2018 Cloud-Based Contact Center Infrastructure Market Report - Research and Markets

The "2017-2018 Cloud-Based Contact Center Infrastructure Market Report" report has been added to Research and Markets' offering.

Cloud-Based Contact Center Infrastructure Market Report presents the foremost, authoritative analysis of this dynamic and rapidly growing IT sector. The Report provides detailed coverage of the competitive landscape, vendors, products, and trends and challenges that are driving this market; it also addresses market share, projections, adoption rates, benefits, return on investment, pricing, customer satisfaction and implementation best practices.

The CBCCI market is growing rapidly, and a tremendous untapped opportunity remains as more companies transition to the cloud. It's estimated that the revenue size of the cloud-based contact center infrastructure market was at least $2.8 billion (excluding carrier revenue) as of the end of 2016. This represents only 11.4% of total contact center seats, so the revenue potential of this market is in the tens of billions. It's predicted that the number of seats will grow by 22% in 2017, 22.5% in 2018, 23% in both 2019 and 2020, and then growth will slow to 21% in 2021

Key Topics Covered:

1. Executive Summary

2. Introduction

3. Methodology

4. Service Delivery Models

5. Cloud-Based Contact Center Infrastructure Functional Overview

6. Cloud-based Contact Center Infrastructure Technical Overview

7. Cloud-Based Contact Center Infrastructure Trends and Challenges

8. Cloud-Based Contact Center Infrastructure Market Innovation

9. Cloud-Based Contact Center Vendors Deliver More Innovation with Less Effort

10. Omni-Channel Contact Centers for the Digital Era

11. Omni-Channel Key Performance Indicators

12. Super Agents: A Guide to Developing, Engaging and Retaining Omni-Channel Agents

13. Workforce Optimization Suites: An Ideal Complement to Cloud-Based Contact Center Infrastructure

14. Cloud-Based Contact Center Infrastructure Market Activity Analysis

15. Cloud-Based Contact Center Infrastructure Market Projections

16. Adoption of Cloud-Based Contact Center Infrastructure Solutions

17. Cloud-Based Contact Center Infrastructure Competitive Landscape

18. CBCCI Vendors and Solutions

19. Implementing and Managing a Cloud-Based Contact Center Infrastructure Solution

20. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis

21. Pricing

22. Company Reports

Companies Mentioned

  • 88, Inc.
  • BroadSoft, Inc.
  • Content Guru
  • eLoyalty, LLC (a TeleTech Company)
  • Enghouse Interactive (News - Alert)
  • Five9, Inc.
  • Genesys
  • NewVoiceMedia
  • NICE inContact
  • Serenova
  • Sharpen
  • Twilio (News - Alert), Inc.

For more information about this report visit

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