DUBLIN, Dec 5, 2018 /PRNewswire/ --
The "2018 - 2019 Cloud-Based Contact Center Infrastructure Product and Market Report" report has been added to ResearchAndMarkets.com's offering.
The 2018 - 2019 edition of the Cloud-Based Contact Center Product and Market Report features 10 leading and contending vendors: 88, 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.
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 Report includes:
1. Executive Summary2. Introduction3. Research Methodology3.1 Report Participation Criteria4. Cloud-Based Contact Center Infrastructure Functional Overview4.1 Core Cloud-Based Contact Center Infrastructure Functional Components4.2 High-Level Functional Summary4.3 High-Level Technical Summary5. Vendor Service Delivery Models5.1 Service Delivery Definitions5.2 Vendor Service Delivery Options6. Cloud-Based Contact Center Infrastructure Market Trends7. Cloud-Based Contact Center Infrastructure Market Challenges8. CBCCI Market Innovation8.1 New Product Features8.2 Future Enhancements9. It's Mutual; CBCCI and WFO are Better Together9.1 Workforce Optimization Defined9.2 Cloud-Based Contact Center Infrastructure Vendor WFO Capabilities10. Working Smarter with AI, Machine Learning and Analytics10.1 Vendor Artificial Intelligence, Machine Learning and Automation Capabilities10.2 Analytics for Business Intelligence and Insights11. Cloud-Based Contact Center Infrastructure Helps Small/Mid-Size Organizations Address their Growing Pains11.1 Common SMB Business Challenges and their Solutions11.2 Building a Business Case11.3 Vendor SMB Offerings12. Cloud-Based Contact Center Infrastructure Market Activity Analysis12.1 Cloud-Based Contact Center Infrastructure Customers and Seats13. Adoption of Cloud-Based Contact Center Infrastructure Solutions14. Cloud-Based Contact Center Infrastructure Market Projections15. Cloud-Based Contact Center Infrastructure Competitive Landscape16. Cloud-Based Contact Center Infrastructure Vendors and Solutions16.1 Company Snapshot16.2 Vendor Offerings and Products17. Cloud-Based Contact Center Infrastructure Functional Analysis17.1 ACD17.2 CTI17.3 IVR/IVA17.3 UC17.4 CRM17.5 UI17.6 Omni-Channel Support17.7 Outbound17.8 Dashboards, Reporting and Analytics18. CBCCI Technical Analysis18.1 Multi-Tenancy18.2 Integration18.3 Security18.4 Business Continuity/Disaster Recovery (BC/DR)18.5 Compliance Management19. Implementing and Managing a CBCCI Solution19.1 Vendor Implementation Best Practices19.2 Service-Level Agreements (SLAs)19.3 License Management20. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis20.1 Summary of Survey Findings and Analysis: Vendor Categories20.1.1 Vendor Satisfaction by Sub-Category and Customer20.2 Summary of Survey Findings and Analysis: Product Categories20.2.1 Product Satisfaction by Sub-Category and Customer20.3 Customer Background and Insights20.3.1 Vendor Applications Used20.3.2 Channels Supported20.3.3 Top Purchasing Drivers20.3.4 Engineering a Better Customer Experience20.3.5 Strengths of Cloud-Based Contact Center Infrastructure Solutions20.3.6 Product Enhancements20.3.7 Additional Comments21. Pricing21.1 Pricing Structure21.2 Pricing for a 50 - Seat CBCCI Solution21.3 Pricing for a 250 - Seat CBCCI Solution21.4 Pricing for a 500 - Seat Implementation22. Company Reports22.1 88, Inc.22.2 Cisco Systems22.3 Content Guru22.4 Five9, Inc.22.5 Genesys22.6 NewVoiceMedia22.7 NICE inContact22.8 Serenova22.9 Sharpen Technologies22.10 Twilio, Inc.23. Appendix: Cloud-Based Contact Center Infrastructure Vendor Directory
For more information about this report visit https://www.researchandmarkets.com/research/zq7vxc/global?w=5
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