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クラウド型コンタクトセンター用インフラ市場の調査 2016-2017年

2016 - 2017 Cloud-Based Contact Center Infrastructure Market Report

発行 DMG Consulting LLC 商品コード 250312
出版日 ページ情報 英文 542 Pages
納期: 即日から翌営業日
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本日の銀行送金レート: 1USD=112.37円で換算しております。
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クラウド型コンタクトセンター用インフラ市場の調査 2016-2017年 2016 - 2017 Cloud-Based Contact Center Infrastructure Market Report
出版日: 2016年12月07日 ページ情報: 英文 542 Pages
概要

世界のクラウド型コンタクトセンター用インフラのシート数は2016年に最大23%、2017年と2018年に23.5%、および2019年と2020年に24%の増加が見込まれています。

当レポートでは、クラウド型コンタクトセンター用インフラ市場について調査し、技術、アーキテクチャーおよびアプリケーションの概要、投資を促進する市場およびビジネスの動向と課題、製品イノベーション、オムニチャネルを促進する特徴と機能、ベンダー満足度調査結果のレビュー、およびベンダーのプロファイルなど、体系的な情報を提供しています。

第1章 エグゼクティブサマリー

第2章 イントロダクション

第3章 DMG Consultingの調査手法

第4章 クラウド型コンタクトセンター用インフラソリューションのサービスデリバリーモデル

  • DMGのサービスデリバリーの定義
  • ベンダーのサービスデリバリーオプション

第5章 クラウド型コンタクトセンター用インフラの機能概要

  • 中核的なクラウド型コンタクトセンター用インフラの機能
    • ACD (着信呼自動分配)
    • IVR (自動音声応答/音声自動応答)
    • コンピューターテレフォニー統合
    • ユニファイド通信
    • 顧客関係管理 (CRM)
  • クラウド型コンタクトセンター用インフラの技術概要

第6章 クラウド型コンタクトセンター用インフラの技術概要

  • マルチテナンシー
  • 統合機能
    • CRM統合
  • セキュリティ
  • コンプライアンス管理
  • データセンターバックアップ、災害復旧および事業継続性

第7章 クラウド型コンタクトセンター用インフラの動向・課題

  • 動向
  • 課題

第8章 クラウド型コンタクトセンター用インフラ市場の革新

  • 新しい製品機能
  • 将来の拡張

第9章 オムニチャネルサポートおよびカスタマージャーニー

  • ソーシャルカスタマーケア
  • ビデオの登場
  • クラウド型コンタクトセンター用インフラベンダーのオムニチャネル機能
  • カスタマージャーニー分析

第10章 アウトバウンドおよびプロアクティブカスタマーケア:オムニチャネルカスタマージャーニーの不可欠な部分

  • プロアクティブカスタマーケア (PCC)
  • アウトバウンド機能

第11章 ワークフォース最適化:CBCCIソリューションのための「スイート」ライフ

  • レコーディング
  • 品質保証/品質管理
  • ワークフォース管理
  • 性能管理
  • リアルタイムパフォーマンス管理
  • 企業フィードバック管理

第12章 クラウド型コンタクトセンター用インフラはアナリティクスの時代に突入

  • クラウド型コンタクトセンター用インフラのベンダー分析サービス
  • 音声分析
  • テキスト分析
  • デスクトップ分析
  • ダッシュボード、レポーティングおよび分析

第13章 クラウド型コンタクトセンター用インフラ市場の活動分析

第14章 クラウド型コンタクトセンター用インフラ市場の予測

第15章 クラウド型コンタクトセンター用インフラソリューションの導入

第16章 クラウド型コンタクトセンター用インフラの競合情勢

  • クラウド型コンタクトセンター用インフラセンサーにおける買収活動
  • クラウド型コンタクトセンター用インフラの競合企業の分類
  • クラウド型コンタクトセンター用インフラベンダー市場の概要

第17章 クラウド型コンタクトセンター用インフラベンダー・ソリューション

  • 企業概要
  • ベンダー戦略
  • ベンダーのサービス・製品
  • SMB向けサービス
  • パッケージサービス
  • ハイレベル機能のサマリー
  • ハイレベル技術のサマリー

第18章 クラウド型コンタクトセンター用インフラソリューションの実施・管理

  • 実行分析
  • 実行ベストプラクティス
  • 専門サービス・トレーニング
  • SLA (サービス品質保証)
  • ライセンス合意
  • メンテナンス・継続中のサポート
  • ROI (投資利益率)

第19章 クラウド型コンタクトセンター用インフラベンダーの満足度分析

  • 調査結果・分析のサマリー
  • 詳細な調査結果・分析
  • ベンダー満足度:分類別
  • 顧客背景・考察
  • 顧客考察

第20章 料金

  • 料金構造
  • 50シート実施の料金
  • 250シート実施の料金
  • 500シート実施の料金

第21章 企業調査

  • 8x8
  • Cisco Systems
  • Content Guru
  • Enghouse Interactive
  • Five9, Inc.
  • inContact
  • Intelecom Group AS
  • Interactive Intelligence, Inc.
  • NewVoiceMedia
  • Serenova
  • West

付録:クラウド型コンタクトセンター用インフラベンダーのディレクトリ

図表

このページに掲載されている内容は最新版と異なる場合があります。詳細はお問い合わせください。

目次

The ninth annual edition of DMG Consulting's Cloud-Based Contact Center Infrastructure Market Report presents a detailed analysis of this complex, dynamic and highly competitive IT sector, which continues to grow quickly while it is seeing consolidation among the vendors. This 542-page Report is the most thorough and in-depth analysis of the cloud-based contact center infrastructure market. It covers vendors, the competitive landscape, products, functionality, operations, pricing and a great deal more for leading and contending vendors in the market. It also contains valuable insights into market trends and challenges, customer satisfaction with the vendors and their offerings, market activity, adoption and projections for these solutions. Prospects will find the information and facts they need to select the right cloud-based infrastructure solution for their organization, along with best practices to achieve the greatest return on their investment.

2016 has been a great year for the cloud-based contact center infrastructure market. Companies of all sizes, including contact centers with more than 500 seats, are now adopting these solutions. The number of seats grew by a very strong 20.9% in the last 12 months, a trend that is expected to continue for the next five years as premise-based environments migrate to the cloud. Increased reliability, flexibility, scalability and security are attracting new business, including from the financial services industry, one of the last holdouts.

The cloud-based contact center infrastructure market has started to undergo a major technology refresh. Vendors are investing in their architecture to improve system performance and reliability, migrating to third-party data centers to speed time to market, using virtualization to enhance their operating environments and reduce costs, and making enhancements requested by their customers and prospects. The flexibility and responsiveness of cloud-based contact center infrastructure vendors is attracting the attention of a growing number of premise-based contact center users who are tired of waiting for their incumbent to respond to their needs. Of course, there are still significant opportunities for the cloud-based contact center infrastructure vendors to improve, as reflected by the findings and verbatims in DMG's customer satisfaction study.

The cloud-based contact center infrastructure market is starting to mature; overcrowding is placing great downward pressure on prices, which is good for buyers. Merger and acquisition (M&A) activity has been brisk. Notable deals include NICE's acquisition of inContact, and Genesys's purchase of Interactive Intelligence. DMG expects to see a significant amount of M&A activity in the future, which will strengthen this very dynamic market and possibly result in some new names emerging as market leaders.

The next five years look very promising for the cloud-based contact center infrastructure market. Momentum is strong, and the solutions continue to improve, drawing buyers from organizations of all sizes and all verticals. DMG estimates that the number of seats in the cloud-based contact center infrastructure market will grow by 23% in 2016, 23.5% in 2017 and 2018, and 24% in 2019 and 2020.

The 2016 - 2017 Cloud-Based Contact Center Infrastructure Market Report covers 11 vendors, 10 in-depth and 1 at a high level. Participants include: 8x8, Cisco, Content Guru, Enghouse Interactive, Five9, inContact, Intelecom, Interactive Intelligence, NewVoiceMedia, Serenova and West, who is covered at a higher level. This year's Report includes two new participants, Cisco and West. 3CLogic and Connect First are no longer being covered. The Report gives readers an appreciation of the range of cloud-based contact center infrastructure offerings, covering market-leading vendors and contenders. The Report also includes a comprehensive Vendor Directory that lists vendors who provide cloud-based contact center infrastructure systems for contact centers and customer service organizations.

Key Elements of This Report

  • Overview of cloud-based contact center infrastructure technology, architecture and applications, including multi-tenancy, integration, security, compliance management and disaster recovery/business continuity capabilities in the 10 featured solutions
  • Market and business trends and challenges driving investments in cloud-based contact center infrastructure solutions
  • Cloud-based contact center infrastructure product innovation, including a review of recently introduced functionality and what is planned for the next 12 - 18 months
  • Examination of the features and functionality in cloud-based contact center infrastructure solutions that facilitate omni-channel support
  • Discussion of how outbound and proactive customer care are essential “legs” of the customer journey, and an analysis of the outbound capabilities provided by the 10 featured cloud-based contact center infrastructure solutions
  • A look at how the leading and contending cloud-based contact center infrastructure vendors are building out workforce optimization (WFO) capabilities in their solutions
  • Review of the increasing importance of speech, text and desktop analytics capabilities in cloud-based contact center infrastructure solutions
  • Cloud-based contact center infrastructure market activity and market share analysis, adoption rate, and 5-year projections
  • Review and assessment of the rapidly changing cloud-based contact center infrastructure competitive landscape
  • Overview of the 11 leading and contending cloud-based contact center infrastructure vendors, including company snapshots, vendor go-to-market strategies and product overviews, including offerings targeted at small and mid-size businesses (SMBs) and packaged solutions
  • In-depth technical and functional reviews and side-by-side comparative analyses of the key functional and technical capabilities of the 10 featured cloud-based contact center infrastructure solutions
  • Vendor implementation analysis, including a review of the implementation process, training, professional services, support, and vendor best practices to optimize success
  • Comprehensive vendor satisfaction survey results that measure and rank vendor approval ratings across 22 product components and 10 vendor categories
  • Detailed pricing analysis for the leading and contending cloud-based contact center infrastructure vendors
  • Detailed company reports for the 11 leading and contending cloud-based contact center infrastructure vendors, analyzing their products, functionality and future product development plans
  • Cloud-Based Contact Center Infrastructure Vendor Directory

Report Highlights

  • Cloud-based contact center infrastructure solutions are now considered viable for enterprises of all sizes and verticals: Enhancements in performance, reliability, flexibility, scalability and security are attracting the interest of larger enterprises and financial services organizations. Features to address globalization and multi-national transaction routing are obliterating geographical borders and driving adoption of these solutions around the world.
  • Momentum is strong, and the cloud-based contact center infrastructure market is growing: The number of cloud-based contact center infrastructure seats has grown from 268,794 in 2008 to 1,788,992 in 2016 (end of July 2016); the compound annual growth rate (CAGR) for cloud-based contact center infrastructure seats between 2008 and 2015 was a very strong 31.1%.
  • Mergers and acquisitions are changing the market landscape: There are over 150 competitors in the cloud-based contact center infrastructure market, and the time for consolidation has arrived. Continued M&A activity is expected to strengthen the market and help to clarify market leadership.
  • Customer satisfaction with cloud-based contact center infrastructure solutions is high but improvement is welcome: DMG research shows that 95.3% of customers are satisfied with their cloud-based contact center infrastructure solutions, and of that group, 62.5% are either completely or highly satisfied. Vendors are listening to their customers' requests for innovation, which is great, but there is an opportunity for the vendors to improve service.

SAMPLE

Cloud-Based Contact Center Infrastructure

Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

  • 3.1. Report Participation Criteria

4. Service Delivery Models for Cloud-Based Contact Center Infrastructure Solutions

  • 4.1. DMG Service Delivery Definitions
  • 4.2. Vendor Service Delivery Options

5. Cloud-Based Contact Center Infrastructure Functional Overview

  • 5.1. Core Cloud-Based Contact Center Infrastructure Functional Capabilities
    • 5.1.1. Automatic Call Distributor
    • 5.1.2. Interactive Voice Response
    • 5.1.3. Computer Telephony Integration
    • 5.1.4. Unified Communications
    • 5.1.5. Customer Relationship Management
  • 5.2. Cloud-Based Contact Center Infrastructure Technical Overview

6. Core Cloud-Based Contact Center Infrastructure Technical Capabilities

  • 6.1. Multi-Tenancy
  • 6.2. Integration Capabilities
    • 6.2.1. CRM Integration
  • 6.3. Security
  • 6.4. Compliance Management
  • 6.5. Data Center Back-Up, Disaster Recovery and Business Continuity

7. Cloud-Based Contact Center Infrastructure Market Trends and Challenges

  • 7.1. Cloud-Based Contact Center Infrastructure Trends
  • 7.2. Cloud-Based Contact Center Infrastructure Challenges

8. Cloud-Based Contact Center Infrastructure Market Innovation

  • 8.1. New Product Features
  • 8.2. Future Enhancements

9. Omni-Channel Support and the Customer Journey

  • 9.1. Social Customer Care
  • 9.2. The Emergence of Video
  • 9.3. Cloud-Based Contact Center Infrastructure Vendor Omni-Channel Capabilities
  • 9.4. Customer Journey Analytics

10. Outbound and Proactive Customer Care: An Essential Leg of the Omni-Channel Customer Journey

  • 10.1. Proactive Customer Care (PCC)
  • 10.2. Outbound Capabilities

11. Workforce Optimization: The “Suite” Life for CBCCI Solutions

  • 11.1. Recording
  • 11.2. Quality Assurance/Quality Management
    • 11.2.1. Analytics-Enabled Quality Assurance
  • 11.3. Workforce Management
    • 11.3.1. Workforce Management Suites
    • 11.3.2. Next-Gen WFM
  • 11.4. Performance Management
  • 11.5. Real-Time Performance Management
  • 11.6. Enterprise Feedback Management

12. Cloud-Based Contact Center Infrastructure Enters the Analytics Era

  • 12.1. Cloud-Based Contact Center Infrastucture Vendor Analytics Offerings
  • 12.2. Speech Analytics
  • 12.3. Text Analytics
  • 12.4. Desktop Analytics
  • 12.5. Dashboards, Reporting and Analytics

13. Cloud-Based Contact Center Infrastructure Market Activity Analysis

14. Cloud-Based Contact Center Infrastructure Market Projections

15. Adoption of Cloud-Based Contact Center Infrastructure Solutions

16. Cloud-Based Contact Center Infrastructure Competitive Landscape

  • 16.1. Acquisition Activity in the Cloud Contact Center Sector
  • 16.2. Categories of Cloud-Based Contact Center Infrastructure Competitors
  • 16.3. Cloud-Based Contact Center Infrastructure Vendor Market Overview

17. Cloud-Based Contact Center Infrastructure Vendors and Solutions

  • 17.1. Company Snapshot
  • 17.2. Vendor Strategy
  • 17.3. Vendor Offerings and Products
  • 17.4. SMB Offerings
  • 17.5. Packaged Offerings
  • 17.6. High-Level Functional Summary
  • 17.7. High-Level Technical Summary

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

  • 18.1. Implementation Analysis
  • 18.2. Implementation Best Practices
  • 18.3. Professional Services and Training
  • 18.4. Service Level Agreements
  • 18.5. License Management
  • 18.6. Maintenance and Ongoing Support
  • 18.7. Return on Investment

19. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis

  • 19.1. Summary of Survey Findings and Analysis
  • 19.2. Detailed Survey Findings and Analysis
  • 19.3. Vendor Satisfaction by Category
  • 19.4. Customer Background and Insights
    • 19.4.1. Customer Background
  • 19.5. Customer Insights
    • 19.5.1. Biggest Challenges with Implementing a Cloud-Based Contact Center Infrastructure Solution
    • 19.5.2. Benefits from Using a Cloud-Based Contact Center Infrastructure Solution
    • 19.5.3. Strengths of Cloud-Based Contact Center Infrastructure Solutions
    • 19.5.4. Product Enhancements
    • 19.5.5. Additional Comments

20. Pricing

  • 20.1. Pricing Structure
  • 20.2. Pricing for a 50-Seat Implementation
  • 20.3. Pricing for a 250-Seat Implementation
  • 20.4. Pricing for a 500-Seat Implementation

21. Company Reports

  • 21.1. 8x8
  • 21.2. Cisco Systems
  • 21.3. Content Guru
  • 21.4. Enghouse Interactive
  • 21.5. Five9, Inc.
  • 21.6. inContact
  • 21.7. Intelecom Group AS
  • 21.8. Interactive Intelligence, Inc.
  • 21.9. NewVoiceMedia
  • 21.10. Serenova
  • 21.11. West

Appendix: Cloud-Based Contact Center Infrastructure Vendor Directory

TABLE OF FIGURES

  • Figure 1: Service Delivery Models, Advantages and Disadvantages
  • Figure 2: DMG's Service Delivery Model Definitions
  • Figure 3: Vendor Service Delivery Options
  • Figure 4: Cloud-Based Contact Center Solutions
  • Figure 5: Adaptive & Intelligent Real-Time Routing
  • Figure 6.1: Automatic Call Distributor (ACD)
  • Figure 6.2: Automatic Call Distributor (ACD)
  • Figure 7.1: IVR/Voice Portal
  • Figure 7.2: IVR/Voice Portal
  • Figure 8.1: CTI
  • Figure 8.2: CTI
  • Figure 9: UC Key Features and Advantages
  • Figure 10.1: Unified Communications
  • Figure 10.2: Unified Communications
  • Figure 11.1: CRM Software
  • Figure 11.2: CRM Software
  • Figure 12.1: Multi-Tenancy
  • Figure 12.2: Multi-Tenancy
  • Figure 13.1: Integration Capabilities
  • Figure 13.2: Integration Capabilities
  • Figure 14.1: CRM Integration
  • Figure 14.2: CRM Integration
  • Figure 15.1 Security
  • Figure 15.2 Security
  • Figure 16.1 Compliance Management
  • Figure 16.2 Compliance Management
  • Figure 17.1: Data Center, Back-Up, Disaster Recovery and Contingency
  • Figure 17.2: Data Center, Back-Up, Disaster Recovery and Contingency
  • Figure 18: Cloud-Based Contact Center Infrastructure Trends
  • Figure 19: Cloud-Based Contact Center Infrastructure Challenges
  • Figure 20: New Product Features
  • Figure 21: New Product Features, by Category
  • Figure 22: Future Enhancements
  • Figure 23: Omni-Channel Contact Center
  • Figure24.1: Social Media Capabilities
  • Figure24.2: Social Media Capabilities
  • Figure 25: Video Uses and Benefits
  • Figure 26.1: Omni-Channel Capabilities
  • Figure 26.2: Omni-Channel Capabilities
  • Figure 27.1: Customer Journey Analytics (CJA)
  • Figure27.2: Customer Journey Analytics (CJA)
  • Figure 28.1: Outbound Capabilities
  • Figure 28.2: Outbound Capabilities
  • Figure 29: Recording Solutions
  • Figure 30.1: Recording
  • Figure 30.2: Recording
  • Figure 31.1: Quality Assurance (QA)/Management (QM)
  • Figure 31.2: Quality Assurance (QA)/Management (QM)
  • Figure 32.1: Analytics -Enabled Quality Assurance
  • Figure 32.2: Analytics -Enabled Quality Assurance
  • Figure 33: Contact Center WFM Building Blocks
  • Figure 34.1: Workforce Management (WFM)
  • Figure 34.2: Workforce Management (WFM)
  • Figure 35.1: Performance Management
  • Figure 35.2: Performance Management
  • Figure 36.1: Real-Time Performance Management
  • Figure 36.2: Real-Time Performance Management
  • Figure 37.1: Surveying/Enterprise Feedback Management (EFM)
  • Figure 37.2: Surveying/Enterprise Feedback Management (EFM)
  • Figure 38: Cloud-Based Contact Center Infrastucture Vendor Analytics Offerings
  • Figure 39: What is Speech Analytics?
  • Figure 40.1: Speech Analytics
  • Figure 40.2: Speech Analytics
  • Figure 41: The Classic Text Analytics Process
  • Figure 42.1: Text Analytics
  • Figure 42.2: Text Analytics
  • Figure 43: Desktop Analytics
  • Figure 44.1: Desktop Analytics (DA)
  • Figure 44.2: Desktop Analytics (DA)
  • Figure 45.1: Dashboards, Reporting and Analytics
  • Figure 45.2: Dashboards, Reporting and Analytics
  • Figure 46: 2016 Cloud-Based Contact Center Infrastructure Customers and Seats, as of July 2016
  • Figure 47: 2015 Cloud-Based Contact Center Infrastructure Market Activity, as of July 2016
  • Figure 48: Cloud-Based Contact Center Infrastructure Market Share, by Seats, as of July 2016
  • Figure 49: Cloud-Based Contact Center Infrastructure Market Share, by Customers, as of July 2016
  • Figure 50: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2015 vs. 2014 Comparison
  • Figure 51: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2015 vs. 2014 Comparison
  • Figure 52: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2015 vs. 2014 Comparison
  • Figure 53: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2015 vs. 2014 Comparison
  • Figure 54: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2008 - 2015
  • Figure 55: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2008 - 2015
  • Figure 56: Cloud-Based Contact Center Infrastructure Seats and Growth Rates
  • Figure 57: Cloud-Based Contact Center Infrastructure Actual 2008 - 2015 Seats and Growth Rates
  • Figure 58: Cloud-Based Contact Center Infrastructure Projected 2016 - 2020 Seats and Growth Rates
  • Figure 59: Cloud-Based Contact Center Infrastructure Seats, Growth and Adoption Rates, 2008 - 2015
  • Figure 60: Cloud Vendor Acquisitions in 2016
  • Figure 61.1: Company Information
  • Figure 61.2: Company Information
  • Figure 62: Vendor Strategy
  • Figure 63.1: Cloud-Based Contact Center Infrastructure Solution Overview
  • Figure 63.2: Solution Overview
  • Figure 64.1: Small/Mid-Sized Business (SMB) Offering
  • Figure 64.2: Small/Mid-Sized Business (SMB) Offering
  • Figure 65.1: Packaged Solutions
  • Figure 65.2: Packaged Solutions
  • Figure 66.1: High-Level Functional Analysis
  • Figure 66.2: High-Level Functional Analysis
  • Figure 67.1: High-Level Technical Analysis
  • Figure 67.2: High-Level Technical Analysis
  • Figure 68.1: Implementation Analysis
  • Figure 68.2: Implementation Analysis
  • Figure 69.1 Cloud-Based Contact Center Infrastructure Implementation Best Practices
  • Figure 69.2 Cloud-Based Contact Center Infrastructure Implementation Best Practices
  • Figure 70.1: Professional Services and Training
  • Figure 70.2: Professional Services and Training
  • Figure 71.1: Service Level Agreements (SLAs)
  • Figure 71.2: Service Level Agreements (SLAs)
  • Figure 72.1: License Management
  • Figure 72.2: License Management
  • Figure 73.1: Maintenance and Support
  • Figure 73.2: Maintenance and Support
  • Figure 74: Payback Analysis
  • Figure 75: Customer Survey Rating Categories
  • Figure 76: Average Satisfaction Ratings, by Category
  • Figure 77: Product Satisfaction Ratings by Category
  • Figure 78: Ease of Use/Configuration/Maintenance Satisfaction Ratings, by Customer
  • Figure 79: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 80: Omni-Channel Capabilities Satisfaction Ratings, by Customer
  • Figure 81: Multi-Skill Routing and Queuing Features Satisfaction Ratings, by Customer
  • Figure 82: Agent Interface Satisfaction Ratings, by Customer
  • Figure 83: Supervisor Interface Satisfaction Ratings, by Customer
  • Figure 84: IVR Features and Functionality Satisfaction Ratings, by Customer
  • Figure 85: Outbound Features and Functionality Satisfaction Ratings, by Customer
  • Figure 86: Blended (Inbound/Outbound) Capabilities Satisfaction Ratings, by Customer
  • Figure 87: Scripting Satisfaction Ratings, by Customer
  • Figure 88: Regulatory Compliance Features Satisfaction Ratings, by Customer
  • Figure 89: Recording Feature Set Satisfaction Ratings, by Customer
  • Figure 90: Quality Assurance/Coaching Capabilities Satisfaction Ratings, by Customer
  • Figure 91: Analytics (Speech, Text and Desktop Analytics) Capabilities Satisfaction Ratings, by Customer
  • Figure 92: Dashboards Satisfaction Ratings, by Customer
  • Figure 93: Real-Time Reporting Satisfaction Ratings, by Customer
  • Figure 94: Historical Reporting Satisfaction Ratings, by Customer
  • Figure 95: Ad Hoc Reporting Satisfaction Ratings, by Customer
  • Figure 96: System Security Satisfaction Ratings, by Customer
  • Figure 97: System Scalability Satisfaction Ratings, by Customer
  • Figure 98: Platform Reliability and Dependability Satisfaction Ratings, by Customer
  • Figure 99: Business Continuity/Disaster Recovery Capabilities Satisfaction Ratings, by Customer
  • Figure 100: Current Product Satisfaction Ratings, by Customer
  • Figure 101: Implementation Satisfaction Ratings, by Customer
  • Figure 102: System Availability and Up-Time Satisfaction Ratings, by Customer
  • Figure 103: Professional Services Satisfaction Ratings, by Customer
  • Figure 104: Training/Workshops Satisfaction Ratings, by Customer
  • Figure 105: Service and Support Satisfaction Ratings, by Customer
  • Figure 106: System Upgrade Satisfaction Ratings, by Customer
  • Figure 107: Product Innovation Satisfaction Ratings, by Customer
  • Figure 108: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 109: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 110: Product Pricing Satisfaction Ratings, by Customer
  • Figure 111: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 112: What contact center applications are you using from your cloud-based contact center infrastructure vendor?
  • Figure 113: What contact center activities do you use your cloud-based contact center infrastructure to support?
  • Figure 114: What contact center functions do you use your cloud-basedcontact center infrastructure to support?
  • Figure 115: What channels do you use your cloud-based contact center infrastructure to support?
  • Figure 116: What were the 3-5 biggest challenges you experienced in implementing your cloud-based contact center infrastructure?
  • Figure 117: What were the top 3 - 5 benefits gained from using a cloud-based contact center infrastructure solution?
  • Figure 118: Please tell us the top 3 - 5 strengths of your cloud-based contact center infrastructure solution.
  • Figure 119: Please list the product enhancements you would like to see.
  • Figure 120: Additional comments about your experience with the vendor and/or product
  • Figure 121.1: Pricing Structure
  • Figure 121.2: Pricing Structure
  • Figure 122.1: Pricing for Cloud-Based Contact Center Infrastructure: 50 Seats
  • Figure 122.2: Pricing for Cloud-Based Contact Center Infrastructure: 50 Seats
  • Figure 123.1: Pricing for Cloud-Based Contact Center Infrastructure: 250 Seats
  • Figure 123.2: Pricing for Cloud-Based Contact Center Infrastructure: 250 Seats
  • Figure 124.1: Pricing for Cloud-Based Contact Center Infrastructure: 500 Seats
  • Figure 124.2: Pricing for Cloud-Based Contact Center Infrastructure: 500 Seats
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