DUBLIN, Dec. 6, 2017 /PRNewswire/ --
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.
2017 was the breakthrough year for the cloud-based contact center infrastructure (CBCCI) market. Momentum, which has been building for years, has created a large and lucrative ecosystem of partnerships among many types of vendors. There are over 150 CBCCI competitors world-wide, and hundreds of system integrators, value-added resellers (VARs), distributors, technology partners, and more, who are dedicated to building this sector. While this is positive for the market in general, it makes it difficult for customers, who need to differentiate between the offerings. This Report provides prospects with the information they need to help select the best CBCCI solution for their operating environment.
The CBCCI vendors have invested millions of dollars over the past 20 years to build their solutions and supporting networks. These solutions are generally much more technologically current than their premise-based counterparts. And the innovation keeps coming, including the introduction of artificial intelligence, machine learning, natural language understanding and analytics into CBCCI solutions.
The CBCCI vendors are working hard to address security concerns and stay up to date with rapidly evolving security and regulatory requirements, including the Health Insurance Portability and Accountability Act (HIPAA) in the US, the world-wide payment Card Industry Data Security Standard (PCI DSS), the UK's Data Protection Act, the BDSG Federal Data Protection Act in Germany, the upcoming EU General Data Protection Regulation (GDPR), and many more.
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 thn growth will slow to 21% in 2021.
Key Topics Covered:
1. Executive Summary2. Introduction3. Methodology3.1 Report Participation Criteria4. Service Delivery Models4.1 Service Delivery Definitions4.2 Vendor Service Delivery Options5. Cloud-Based Contact Center Infrastructure Functional Overview5.1 Core Cloud-Based Contact Center Infrastructure Functional Components5.2 Core Cloud-Based Contact Center Infrastructure Functional Capabilities5.2.1 ACD5.2.2 IVR/IVA5.2.3 CTI5.2.4 Unified Communications5.2.5 Outbound5.2.6 CRM5.2.7 Dashboards, Reporting and Analytics6. Cloud-based Contact Center Infrastructure Technical Overview6.1 Core CBCCI Technical Capabilities6.1.1 Multi-Tenancy6.1.2 Integration6.1.3 Security6.1.4 Compliance Management7. Cloud-Based Contact Center Infrastructure Trends and Challenges7.1 Cloud-Based Contact Center Infrastructure Trends7.2 Cloud-Based Contact Center Infrastructure Challenges8. Cloud-Based Contact Center Infrastructure Market Innovation8.1 New Product Features8.2 Future Enhancements9. Cloud-Based Contact Center Vendors Deliver More Innovation with Less Effort9.1 Ease of Doing Business: One Vendor, One Solution9.2 The Quest for Highly Reliable System Performance9.3 Contact Center Expertise9.4 Ongoing Innovation9.5 Down but not Out: Disaster Recovery/ Business Continuity9.6 Cloud-Based Contact Center Infrastructure Vendor Selection Checklist10. Omni-Channel Contact Centers for the Digital Era10.1 Omni-Channel Contact Centers are the Future of Sales, Service and Support10.2 Building and Transitioning to an Omni-Channel Contact Center Environment10.3 The Omni-Channel Agent Experience10.4 The Omni-Channel Supervisor Experience11. Omni-Channel Key Performance Indicators11.1 Contact Center KPI Requirements11.2 Top Contact Center KPIs11.3 KPIs to Engage and Motivate Agents12. Super Agents: A Guide to Developing, Engaging and Retaining Omni-Channel Agents12.1 Agent Engagement Best Practices12.2 Good and Bad Agent Attrition12.3 Focus on Agent Retention13. Workforce Optimization Suites: An Ideal Complement to Cloud-Based Contact Center Infrastructure13.1 WFO Defined13.2 WFO Capabilities of Cloud-Based Contact Center Infrastructure Solutions13.2.1 Recording13.2.2 Quality Assurance/Quality Management13.2.3 Workforce Management13.2.4 Performance Management13.2.5 Gamification13.2.6 Voice of the Customer/Voice of the Employee/Surveying13.3 WFO Analytics Offerings13.3.1 Speech Analytics13.3.2 Text Analytics13.2.3 Desktop Analytics13.2.4 Robotic Process Automation13.2.5 Customer Journey Analytics14. Cloud-Based Contact Center Infrastructure Market Activity Analysis14.1 Cloud-Based Contact Center Infrastructure Customers and Seats15. Cloud-Based Contact Center Infrastructure Market Projections16. Adoption of Cloud-Based Contact Center Infrastructure Solutions17. Cloud-Based Contact Center Infrastructure Competitive Landscape17.1 What is a Contact Center Infrastructure Solution?17.2 Hybrid Contact Center Software17.3 What Companies Should Look For When Selecting Cloud-Based Vendors17.4 What's Next for the Cloud-Based Contact Center Infrastructure Market18. CBCCI Vendors and Solutions18.1 Company Snapshot18.2 Vendor Strategy18.3 Cloud-Based Contact Center Infrastructure High-Level Functional Summary18.4 SMB Offerings19. Implementing and Managing a Cloud-Based Contact Center Infrastructure Solution19.1 Implementation Analysis19.2 Cloud-Based Contact Center Infrastructure Implementation Best Practices19.3 License Management19.4 Maintenance and Ongoing Support20. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis20.1 Summary of Survey Findings and Analysis: Vendor Categories20.2 Summary of Survey Findings and Analysis: Product Categories20.2.1 Product Satisfaction by Sub-Category and Customer20.3 Customer Background and Insights20.3.1 Customer Background20.3.2 Customer Insights20.3.3 Challenges to Address by Implementing a Cloud-Based Contact Center Infrastructure Solution20.3.4 Strengths of Cloud-Based Contact Center Infrastructure Solutions20.3.5 Product Enhancements20.3.6 Additional Comments21. Pricing21.1 Pricing Structure21.2 Pricing for a 50-Seat Implementation21.3 Pricing for a 250-Seat Implementation21.4 Pricing for a 500-Seat Implementation22. Company Reports22.1 88, Inc.22.2 BroadSoft, Inc.22.3 Content Guru22.4 eLoyalty, LLC (a TeleTech Company)22.5 Enghouse Interactive22.6 Five9, Inc.22.7 Genesys22.8 NewVoiceMedia22.9 NICE inContact22.10 Serenova22.11 Sharpen22.12 Twilio, Inc.
For more information about this report visit https://www.researchandmarkets.com/research/rsgxjc/20172018
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