DUBLIN, Dec. 16, 2019 /PRNewswire/ -- The "2019-2020 Cloud-Based Contact Center Infrastructure Market Report" report has been added to ResearchAndMarkets.com's offering.
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 MarketThe 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 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 Vendo Directory that lists providers of cloud-based contact center infrastructure systems and applications for contact centers and customer service organizations worldwide.
Key Topics Covered
1. Executive Summary2. Introduction3. Research Methodology3.1 Report Participation Criteria4. Cloud-Based Contact Center Infrastructure Functional Overview4.1 Cloud-Based Contact Center Infrastructure Functional Components5. Cloud-Based Contact Center Infrastructure Market Trends6. Cloud-Based Contact Center Infrastructure Market Challenges7. CBCCI Market Innovation7.1 New Product Features7.2 Future Enhancements8. Digital Transformation Initiatives for Contact Centers9. The Changing Workforce10. AI-Enabled WFO: Interaction Centers of the Future10.1 Recording10.2 Quality Management10.3 Analytics-Enabled Quality Management10.4 Gamification10.5 Contact Center Performance Management10.6 Surveying/VoC10.7 Workforce Management10.8 Knowledge Management10.9 Interaction (Speech and Text) Analytics10.10 Desktop Analytics10.11 Customer Journey Analytics10.12 Predictive Analytics10.13 Robotic Process Automation10.13.1 RPA Building Blocks10.13.2 Attended and Unattended Automation11. Cloud-Based Contact Center Infrastructure Market Activity Analysis12. Adoption of Cloud-Based Contact Center Infrastructure Solutions13. Cloud-Based Contact Center Infrastructure Market Projections14. Cloud-Based Contact Center Infrastructure Competitive Landscape14.1 Company Snapshots15. Cloud-Based Contact Center Infrastructure Core Functionality: ACD, CTI, IVR/IVA, Dialing16. CBCCI Functional Analysis16.1 High-Level Functional Summary16.2 CRM16.3 User Interface16.4 Dashboards, Reporting and Business Intelligence17. CBCCI Technical Analysis17.1 High-Level Technical Summary17.2 Security17.3 Compliance Management18. Implementing and Managing a CBCCI Solution18.1 Vendor Implementation Analysis18.2 CBCCI Decision Framework18.3 Service-Level Agreements18.4 Disaster Recovery/Business Continuity19. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis19.1 Summary of Survey Findings and Analysis: Vendor Categories19.1.1 Vendor Satisfaction by Sub-Category and Customer19.2 Summary of Survey Findings and Analysis: Product Capabilities Satisfaction Categories19.2.1 Product Capabilities Satisfaction by Category and Customer19.3 Summary of Survey Findings and Analysis: Product Features19.3.1 Product Features Satisfaction by Sub-Category and Customer19.4 Summary of Survey Findings and Analysis: WFO Components19.4.1 Workforce Optimization Satisfaction by Category and Customer19.5 Customer Background and Insights19.5.1 Channels Supported19.5.2 Digital Transformation Support19.5.3 Engineering a Better Customer Experience19.5.4 Pain Points Being Addressed with CBCCI Solutions19.5.5 CBCCI Challenges19.5.6 Additional Comments20. Pricing20.1 Pricing Structure20.2 Pricing for a 250-Seat CBCCI Solution21. Company Reports21.1 88, Inc.21.2 Cisco Systems21.3 Content Guru21.4 Five921.5 Genesys21.6 NICE inContact21.7 Serenova21.8 Sharpen Technologies21.9 Twilio, Inc.21.10 Vonage Holdings Corp.22. Appendix: Cloud-Based Contact Center Infrastructure Vendor Directory
For more information about this report visit https://www.researchandmarkets.com/r/3ib443
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