株式会社グローバルインフォメーション
TEL: 044-952-0102
表紙
市場調査レポート

クラウド型コンタクトセンター用インフラ市場の調査 2015-2016年

2015 - 2016 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 570 Pages
納期: 即日から翌営業日
価格
本日の銀行送金レート: 1USD=114.77円で換算しております。
Back to Top
クラウド型コンタクトセンター用インフラ市場の調査 2015-2016年 2015 - 2016 Cloud-Based Contact Center Infrastructure Market Report
出版日: 2015年10月28日 ページ情報: 英文 570 Pages
概要

クラウド型コンタクトセンター用インフラ市場は過去12ヶ月間で市場最高を記録し、シート数は2014年の8月から1年間で49.9%上昇しました。今後5年間は安定した力強い成長パターンを示すと予測されています。世界のクラウド型コンタクトセンター用インフラの導入率は、2008年の2.2%から2015年8月の11.1%へ上昇しています。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2015年に最大30%、2016年と2017年に25%、および2018年と2019年に20%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、クラウド型ソリューションのベンダー、製品、機能、および価格情報を提供しており、導入、市場動向、課題、および市場活動の分析、ベンダーの顧客満足度レビューなどをまとめ、お届けいたします。

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概要

  • 中核的なクラウド型コンタクトセンター機能
    • ACD
    • IVR
    • コンピューターテレフォニー統合
    • 顧客関係管理 (CRM)
    • ユニファイド通信
  • クラウド型コンタクトセンター用インフラを支える技術
    • マルチテナンシー
    • 統合機能
    • セキュリティ
  • クラウド型コンタクトセンター用インフラのアーキテクチャー

第6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
  • 動向・課題

第7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8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におけるWFO機能

  • 録音
  • QA/QM (品質保証/品質管理)
  • ワークフォースマネジメント
  • パフォーマンスマネジメント
  • 音声分析
  • デスクトップ分析
  • テキスト分析
  • 調査/エンタープライズフィードバックマネジメント
  • ゲーミフィケーション

第9章 コンタクトセンター用インフラのレポーティング要件

  • レポートの利用者
  • 基準、カスタムおよび特別レポート
  • リアルタイム、準リアルタイム、および過去のレポート
  • コンタクトセンターの主要業績評価指標 (KPI)
  • スーパーバイザー環境
  • 始まりから終わりまでのレポーティング
  • レポーティング運搬手段
  • コンタクトセンターインフラソリューションを選択する際のレポーティング検討事項

第10章 マルチチャネルの顧客エンゲージメント

  • WebRTC
  • ソーシャルメディア

第11章 カスタマージャーニー分析の登場

  • カスタマージャーニー分析の使用法

第12章 アウトバウンドエンゲージメント戦略・コンプライアンス機能

  • ダイヤルモード
  • キャンペーンマネジメント
  • プロアクティブカスタマーケア (PCC)

第13章 ペイメントカード産業がコンタクトセンターに求めるデータセキュリティ基準の要件

  • PCI DSS (ペイメント産業データセンターセキュリティ基準) の進化
  • ペイメントカード産業のデータセキュリティ基準とは?
  • コンタクトセンターは「マーチャント」か?
  • コンタクトセンター向けPCI DSSの見通し
  • コンタクトセンターにおけるPCI DSSのベストプラクティス
  • PCI DSSの不履行・違反
  • 結論
  • ペイメントカードセキュリティ関連リソース

第14章 クラウド型コンタクトセンター用インフラ市場活動の分析

第15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16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17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

  • 競合企業の分類
  • 市場リーダーとして登場するのはどこか?
  • リーダーシップの基準
  • クラウド型コンタクトセンター用インフラベンダーの市場概要

第18章 クラウド型コンタクトセンター用インフラのベンダー・ソリューション

  • 企業概要
  • ベンダーの戦略
  • ベンダーのサービス・製品
  • 監督機能
  • SMB (中小企業) サービス
  • パッケージドソリューション
  • ハイレベル機能サマリー
  • ハイレベル技術サマリー

第19章 実行分析

  • 実行のタイムフレーム・リソース
  • 実行のベストプラクティス
  • 専門サービス・トレーニング
  • ROI
  • メンテナンス・継続中のサポート
  • サービス内容合意書 (SLA)
  • ライセンス管理

第20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
  • 調査結果・分析の詳細
  • ベンダー満足度:分類別
  • 顧客背景・考察
  • 顧客考察

第21章 料金

  • 料金構造
  • 料金:50シート以上
  • 料金:250シート以上
  • 料金:500シート以上

第22章 企業レポート

  • 3CLogic
  • 8x8
  • Connect First Inc.
  • Content Guru
  • Enghouse Interactive
  • Five9, Inc.
  • inContact, Inc.
  • Intelecom Group AS
  • nteractive Intelligence, Inc.
  • LiveOps, Inc.
  • NewVoiceMedia

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

図表リスト

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 eighth annual edition of DMG Consulting's ‘Cloud-Based Contact Center Infrastructure Market Report’ provides an in-depth analysis of all aspects of this highly competitive, dynamic and fast-growing IT sector. This 570-page Report is recognized world-wide as the most thorough, detailed and indepth analysis of the cloud-based contact center infrastructure market. The Report provides contact center and IT managers with all the vendor, product, functional, technical and pricing information they need to select the right cloudbased contact center infrastructure solution for their organization. This Report also contains invaluable insights into market trends and challenges, customer satisfaction with vendors, market activity and worldwide adoption, and offers implementation best practices to help users realize the greatest continuing return on their investments in cloud-based contact center infrastructure solutions.

The past 12 months have been outstanding for the cloud-based contact center infrastructure market, the best in the history of this sector. The total number of seats jumped 49.9% between August 2014 and the same period in 2015. This increase shows the pattern of steady and strong growth that is expected to continue for the next five years. Worldwide adoption of cloud-based contact center infrastructure has risen from 2.2% in 2008 to 11.1% in August 2015. Companies are moving their contact centers to the cloud to realize the flexibility, agility, scalability and cost benefits of this implementation model. The new seats are coming from competitive replacements dated on-premise solutions and a growing number of first-time users who are attracted to the cloud-based model, with its low start-up costs and ready availability of experienced vendor resources to assist with implementations and ongoing operations.

There is great momentum in all aspects of the cloud-based contact center infrastructure solutions market. The 150+ cloud-based contact center vendors are bringing a great deal of innovation, creativity and expertise to the market, giving enterprises a large and growing number of options. The platforms have improved tremendously, and vendors are starting to deliver 99.999% reliability. Contact center departments in most verticals, including financial services, which has been one of the holdouts, have started to adopt cloud-based contact center infrastructure. Global demand for cloud-based private branch exchange (PBX) and contact center solutions has created new opportunities for carriers. A company looking to establish regional presence in many countries can now set up offices without having to hire resources and telephony systems. This is making cloud-based contact center infrastructure solutions attractive not only to the small and mid-sized early adopters, but also for large and multi-national companies.


Cloud-based contact center solutions are not a perfect fit for every organization, and there remain compelling reasons for companies to purchase premise-based contact center infrastructure solutions. Enterprises of all sizes, however, need to be able to respond rapidly to changing market conditions and customer needs. During the next 5 years, DMG expects hybrid operating environments to emerge as the preferred deployment method for enterprises, with some systems in the cloud and others remaining on-premise. As more innovation comes from the nimbler cloud-based contact center infrastructure vendors, businesses will increasingly look to acquire solutions from these providers, especially when they are challenged by financial, resource or time constraints.

With so many factors in its favor, the future of the cloud-based contact center infrastructure market looks very bright. DMG projects that the number of cloud-based contact center infrastructure seats will grow by 30% in 2015, 25% in 2016 and 2017, and 20% in 2018 and 2019. At the same time, the breadth and depth of these solutions will increase, growing the rate of revenue faster than the seat count.

The 2015 - 2016 Cloud-Based Contact Center Infrastructure Market Report covers 11 vendors, 10 in-depth and one at a high level. The vendors that fully met DMG's report participation criteria are and are covered in-depth are: 3CLogic, 8x8, Connect First, Content Guru, Five9, inContact, Intelecom, Interactive Intelligence, LiveOps and NewVoiceMedia. Even though they meet many of the Report participation criteria, Enghouse is covered at a higher level, due to their business model. The inclusion of market-leading vendors as well as contenders gives readers an appreciation of the range of cloud-based contact center infrastructure offerings, along with each vendor's strengths, weaknesses, opportunities and pricing. The Report also includes a comprehensive Vendor Directory that lists all known providers of cloud-based systems and applications for contact centers and customer service organizations.

Key Elements of This Report

  • Overview of cloud-based/hosted contact center infrastructure technology, architecture and core applications
  • Examination of the underlying technologies used in cloud-based contact center solutions, including the multi-tenancy, integration and security capabilities of the 10 featured solutions
  • Analysis of the market trends and challenges that are driving technical and functional innovation, usability and market adoption
  • A review of the recent and planned innovation in the cloud-based/hosted contact center infrastructure market, including new functionality that has recently been introduced, and what is planned to be delivered in the next 12 - 18 months
  • Analysis of the workforce optimization (WFO) capabilities that are offered in cloud-based contact center infrastructure solutions
  • Review of key contact center infrastructure reporting requirements, including historical, real-time and dashboards, as well as criteria for evaluating the solutions' reporting capabilities
  • Discussion of how cloud-based contact center infrastructure can support multi-channel/omni-channel customer engagement strategies
  • Introduction to the emerging and critically important world of customer journey analytics
  • Comprehensive analysis of the outbound capabilities included in the leading and contending cloud-based/hosted contact center infrastructure solutions, including dialing modes, campaign management, proactive customer care and compliance features
  • A guide for contact center compliance with the Payment Card Industry Data Security Standard
  • Cloud-based contact center infrastructure market share analysis, adoption rate, and 5-year projections
  • Examination of the cloud-based contact center infrastructure competitive landscape, including vendor categories, market leadership criteria and a market overview
  • Company, financial, strategy and product overviews of the 11 leading and contending vendors
  • In-depth reviews and side-by-side comparative analyses of the key functional and technical capabilities of the 10 featured cloud-based infrastructure solutions
  • Implementation guide, including time frames, resources, training, best practices, return on investments (ROI), support, license management and service level agreements (SLAs)
  • Findings from a comprehensive vendor satisfaction survey that measures and ranks vendor approval ratings across 22 product components and 12 vendor categories
  • Detailed pricing analysis for leading and contending cloud-based contact center infrastructure vendors
  • Detailed company reports for 11 leading and contending cloud-based contact center infrastructure providers, analyzing their products, functionality and future product development plans
  • Cloud-Based Contact Center Infrastructure Vendor Directory

Report Highlights

  • Cloud-based contact center infrastructure has hit its stride on a global basis: The market continues to be strong and growing in North America and Western Europe, particularly in the UK. Germany, Japan, China, and The Philippines are also showing strong interest in cloud-based contact center infrastructure solutions.
  • The past 12 months have been the best in the history of this sector: The number of cloud-based contact center infrastructure seats rose 49.9% over the last year, from 1,302,788 to 1,953,249.
  • A vast competitive landscape: With an estimated 150+ competitors vying for business world-wide, the cloud-based contact center infrastructure sector is a buyer's market, although DMG expects consolidation to begin during the next 2 years.
  • A majority of customers are satisfied with their cloud-based solutions: 90.8% of customers are satisfied, highly satisfied, or completely satisfied with their cloud-based contact center infrastructure solution, based on the findings from DMG's 2015 customer satisfaction study. This year saw great improvement is system availability and reliability, demonstrating that the leading competitors have learned how to deliver compelling and reliable solutions.

SAMPLE FIGURE

Cloud-Based Contact Center Solutions

                     Source: DMG Consulting LLC, October 2015

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 Overview

  • 5.1. Core Cloud-Based Contact Center Functionality
    • 5.1.1. ACD
    • 5.1.2. IVR
    • 5.1.3. Computer Telephony Integration
    • 5.1.4. Customer Relationship Management
      • 5.1.4.1. Salesforce Integration
    • 5.1.5. Unified Communications
  • 5.2. Cloud-Based Contact Center Infrastructure Underlying Technology
    • 5.2.1. Multi-Tenancy
    • 5.2.2. Integration Capabilities
    • 5.2.3. Security
  • 5.3. Data Center Back-Up Disaster Recovery and Contingency

6. Cloud-Based Contact Center Infrastructure Trends and Challenges

  • 6.1. Cloud-Based Contact Center Infrastructure Trends
  • 6.2. Cloud-Based Contact Center Infrastructure Trends and Challenges

7. Cloud-Based Contact Center Infrastructure Market Innovation

  • 7.1. New Product Features
  • 7.2. Future Enhancements

8. WFO Capabilities in Cloud-Based Contact Center Infrastructure Solutions

  • 8.1. Recording
  • 8.2. QA/QM
  • 8.3. Workforce Management
  • 8.4. Performance Management
  • 8.5. Speech Analytics
  • 8.6. Desktop Analytics
  • 8.7. Text Analytics
  • 8.8. Surveying/Enterprise Feedback Management
  • 8.9. Gamification

9. Contact Center Infrastructure Reporting Requirements

  • 9.1. Report Users
  • 9.2. Standard, Custom and Ad-Hoc Reports
  • 9.3. Real-Time, Near-Real-Time and Historical Reports
  • 9.4. Contact Center Key Performance Indicators (KPIs)
  • 9.5. Supervisor Environment
  • 9.6. Cradle-to-Grave Reporting
  • 9.7. Reporting Delivery Vehicles
  • 9.8. Reporting Considerations When Selecting a Contact Center Infrastructure Solution

10. Multi-Channel Customer Engagement

  • 10.1. WebRTC
  • 10.2. Social Media

11. The Emergence of Customer Journey Analytics

  • 11.1. How Customer Journey Analytics Works

12. Outbound Engagement Strategies and Compliance Features

  • 12.1. Dialing Modes
  • 12.2. Campaign Management
  • 12.3. Proactive Customer Care (PCC)

13. Payment Card Industry Data Security Standard Requirements for Contact Centers

  • 13.1. Evolution of PCI DSS
  • 13.2. What is the Payment Card Industry Data Security Standard?
  • 13.3. Are Contact Centers “Merchants”?
  • 13.4. Implications of PCI DSS for Contact Centers
  • 13.5. Contact Center Best Practices for PCI DSS
    • 13.5.1. Remote Access Best Practices
    • 13.5.2. Call Recordings and Vendor Solutions
    • 13.5.3. Cloud-Based Contact Center Infrastructure Vendor PCI Compliance Features
    • 13.5.4. Are Contact Centers “Sensitive Areas”?
  • 13.6. PCI DSS Non-Compliance and Breaches
  • 13.7. Final Thoughts
  • 13.8. Payment Card Security-Related Resources

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

  • 17.1. Categories of Cloud-Based Contact Center Infrastructure Competitors
  • 17.2. Who Will Emerge as the Leaders in the Cloud-Based Contact Center Infrastructure Market?
  • 17.3. Cloud-Based Contact Center Infrastructure Leadership Criteria
  • 17.4. Cloud-Based Contact Center Infrastructure Vendor Market Overview

18. Cloud-Based Contact Center Infrastructure Vendors and Solutions

  • 18.1. Company Snapshot
  • 18.2. Vendor Strategy
  • 18.3. Vendor Offerings and Products
  • 18.4. Supervisory Features
  • 18.5. SMB Offerings
    • 18.5.1. Vendor SMB Capabilities
  • 18.6. Packaged Solutions
  • 18.7. High-level Functional Summary
  • 18.8. High-level Technical Summary

19. Implementation Analysis

  • 19.1. Implementation Timeframes and Resources
  • 19.2. Implementation Best Practices
  • 19.3. Professional Services and Training
  • 19.4. Return on Investment (ROI)
  • 19.5. Maintenance and Ongoing Support
  • 19.6. Service Level Agreements (SLA's)
  • 19.7. License Management

20. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis

  • 20.1. Summary of Survey Findings and Analysis
  • 20.2. Detailed Survey Findings and Analysis
  • 20.3. Vendor Satisfaction by Category
  • 20.4. Customer Background and Insights
    • 20.4.1. Customer Background
  • 20.5. Customer Insights
    • 20.5.1. Primary Drivers in the Decision to Utilize Cloud-Based Contact Center Infrastructure
    • 20.5.2. Biggest Challenges with Implementing a Cloud-Based Contact Center Infrastructure Solution
    • 20.5.3. Benefits from Using a Cloud-Based Contact Center Infrastructure Solution
    • 20.5.4. Strengths of Cloud-Based Contact Center Infrastructure Solutions
    • 20.5.5. Challenges of Cloud-Based Contact Center Infrastructure Solutions
    • 20.5.6. Product Enhancements
    • 20.5.7. Additional Comments

21. Pricing

  • 21.1. Pricing Structure
  • 21.2. Pricing for a 50-Seat Implementation
  • 21.3. Pricing for a 250-Seat Implementation
  • 21.4. Pricing for a 500-Seat Implementation

22. Company Reports

  • 22.1. 3CLogic
  • 22.2. 8x8
  • 22.3. Connect First Inc.
  • 22.4. Content Guru
  • 22.5. Enghouse Interactive
  • 22.6. Five9, Inc.
  • 22.7. inContact, Inc.
  • 22.8. Intelecom Group AS
  • 22.9. nteractive Intelligence, Inc.
  • 22.10. LiveOps, Inc.
  • 22.11. NewVoiceMedia

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: Interactive Voice Response (IVR)/Voice Portal
  • Figure 7.2: Interactive Voice Response (IVR)/Voice Portal
  • Figure 8.1: Computer Telephony Integration (CTI)
  • Figure 8.2: Computer Telephony Integration (CTI)
  • Figure 9.1: Customer Relationship Management (CRM) Software
  • Figure 9.2: Customer Relationship Management (CRM) Software
  • Figure 10.1: Salesforce Integration
  • Figure 10.2: Salesforce Integration
  • Figure 11: UC Key Features and Advantages
  • Figure 12.1: Unified Communications
  • Figure 12.2: Unified Communications
  • Figure 13.1: Multi-Tenancy
  • Figure 13.2: Multi-Tenancy
  • Figure 14.1: Integration Capabilities
  • Figure 14.2: Integration Capabilities
  • Figure 15.1 Security
  • Figure 15.2 Security
  • Figure 16.1: Data Center, Back-Up, Disaster Recovery and Contingency
  • Figure 16.2: Data Center, Back-Up, Disaster Recovery and Contingency
  • Figure 17: Cloud-Based Contact Center Infrastructure Trends
  • Figure 18: Cloud-Based Contact Center Infrastructure Challenges
  • Figure 19: New Product Features
  • Figure 20: New Product Features, by Category
  • Figure 21: Future Enhancements
  • Figure 22.1: Recording
  • Figure 22.2: Recording
  • Figure 23.1: Quality Assurance (QA)/Management (QM)
  • Figure 23.2: Quality Assurance (QA)/Management (QM)
  • Figure 24: Contact Center WFM Building Blocks
  • Figure 25.1: Workforce Management (WFM)
  • Figure 25.2: Workforce Management (WFM)
  • Figure 26.1: Performance Management
  • Figure 26.2: Performance Management
  • Figure 27.1: Speech Analytics
  • Figure 27.2: Speech Analytics
  • Figure 28.1: Desktop Analytics (DA)
  • Figure 28.2: Desktop Analytics (DA)
  • Figure 29.1: Text Analytics
  • Figure 29.2: Text Analytics
  • Figure 30.1: Surveying/Enterprise Feedback Management (EFM)
  • Figure 30.2: Surveying/Customer Feedback
  • Figure 31.1: Gamification
  • Figure 31.2: Gamification
  • Figure 32: Top Historical, Near-Real-Time and Real-Time KPIs
  • Figure 33: Contact Center Infrastructure Reporting Criteria
  • Figure 34.1: Multi-/Omni-Channel Capabilities
  • Figure 34.2: Multi-/Omni-Channel Capabilities
  • Figure 35.1: Social Media
  • Figure 35.2: Social Media
  • Figure 36: Enterprise View vs. Customer View
  • Figure 37: Customer Journey Analytics Solutions
  • Figure 38.1: Customer Journey Analytics Capabilities
  • Figure 38.2: Customer Journey Analytics Capabilities
  • Figure 39.1: Outbound Dialing Modes
  • Figure 39.2: Outbound Dialing Modes
  • Figure 40.1: Campaign Management Features
  • Figure 40.2: Campaign Management Features
  • Figure 41.1: PCC
  • Figure 41.2: PCC
  • Figure 42.1: Outbound Compliance Features
  • Figure 42.2: Compliance
  • Figure 43: Payment Card Brand Annual Transaction Levels
  • Figure 44: PCI DSS Merchant Validation Requirements
  • Figure 45.1 : PCI Compliance
  • Figure 45.2 : PCI Compliance
  • Figure 46: 2015 Cloud-Based Contact Center Infrastructure Market Activity, as of August 2015
  • Figure 47: Cloud-Based Contact Center Infrastructure Market Share, by Seats, as of August 2015
  • Figure 48: Cloud-Based Contact Center Infrastructure Market Share, by Customers, as of August 2015
  • Figure 49: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2014 vs. 2013 Comparison
  • Figure 50: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2014 vs. 2013 Comparison
  • Figure 51: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customer, 2014 vs. 2013 Comparison
  • Figure 52: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2014 vs. 2013 Comparison
  • Figure 53: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2008 - 2014
  • Figure 54: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2008 - 2014
  • Figure 55: Cloud-Based Contact Center Infrastructure Seats and Growth Rates
  • Figure 56: Cloud-Based Contact Center Infrastructure Actual 2008 - 2014 Seats and Growth Rates
  • Figure 57: Cloud-Based Contact Center Infrastructure Projected 2015 - 2019 Seats and Growth Rates
  • Figure 58: Cloud-based Contact Center Infrastructure Seats, Growth and Adoption Rates, 2008 - 2014
  • Figure 59: Cloud-Based Contact Center Infrastructure Competitive Landscape
  • Figure 60: Cloud-Based Contact Center Infrastructure Vendor Leadership Evaluation Framework
  • Figure 61.1: Company Information
  • Figure 61.2: Company Information
  • Figure 62: Vendor Strategy
  • Figure 63.1: Cloud-Based Contact Center Infrastucture Solution Overview
  • Figure 63.2: Solution Overview
  • Figure 64.1: Supervisory Features
  • Figure 64.2: Supervisory Features
  • Figure 65: Top Contact Center Infrastructure Solution Capabilities for Small and Mid-Sized Companies
  • Figure 66.1: Small/Mid-Sized Business (SMB) Offering
  • Figure 66.2: Small/Mid-Sized Business (SMB) Offering
  • Figure 67.1: Packaged Solutions
  • Figure 67.2: Packaged Solutions
  • Figure 68.1: High-Level Functional Analysis
  • Figure 68.2: High-Level Functional Analysis
  • Figure 69.1: High-Level Technical Analysis
  • Figure 69.2: High-Level Technical Analysis
  • Figure 70.1: Implementation Analysis
  • Figure 70.2: Implementation Analysis
  • Figure 71.1 Cloud-Based Contact Center Infrastructure Implementation Best Practices
  • Figure 71.2 Cloud-Based Contact Center Infrastructure Implementation Best Practices
  • Figure 72.1: Professional Services and Training
  • Figure 72.2: Professional Services and Training
  • Figure 73: Payback Analysis
  • Figure 74.1: Maintenance and Support
  • Figure 74.2: Maintenance and Support
  • Figure 75.1: Service Level Agreements (SLAs)
  • Figure 75.2: Service Level Agreements (SLAs)
  • Figure 76.1: License Management
  • Figure 76.2: License Management
  • Figure 77: Customer Survey Rating Categories
  • Figure 78: Average Satisfaction Ratings, by Category
  • Figure 79: Product Satisfaction Ratings by Category
  • Figure 80: Ease of Use/Configuration/Maintenance Satisfaction Ratings, by Customer
  • Figure 81: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 82: Multi-Channel Capabilities Satisfaction Ratings, by Customer
  • Figure 83: Routing and Queuing Features Satisfaction Ratings, by Customer
  • Figure 84: Agent Interface Satisfaction Ratings, by Customer
  • Figure 85: Supervisor Interface Satisfaction Ratings, by Customer
  • Figure 86: Administration Environment Satisfaction Ratings, by Customer
  • Figure 87: Interactive Voice Response System Features and Functionality Satisfaction Ratings, by Customer
  • Figure 88: Outbound Features and Functionality Satisfaction Ratings, by Customer
  • Figure 89: Scripting Satisfaction Ratings, by Customer
  • Figure 90: Compliance Features Satisfaction Ratings, by Customer
  • Figure 91: Blended (Inbound/Outbound) Capabilities Satisfaction Ratings, by Customer
  • Figure 92: Recording Feature Set Satisfaction Ratings, by Customer
  • Figure 93: Dashboards Satisfaction Ratings, by Customer
  • Figure 94: Real-Time Reporting Satisfaction Ratings, by Customer
  • Figure 95: Historical Reporting Satisfaction Ratings, by Customer
  • Figure 96: Ad Hoc Reporting Satisfaction Ratings, by Customer
  • Figure 97: Analytics (Speech, Text, Desktop Analytics) Capabilities Satisfaction Ratings, by Customer
  • Figure 98: System Security Satisfaction Ratings, by Customer
  • Figure 99: System Scalability Satisfaction Ratings, by Customer
  • Figure 100: Platform Reliability and Dependability Satisfaction Ratings, by Customer
  • Figure 101: Business Continuity/Disaster Recovery Capabilities Satisfaction Ratings, by Customer
  • Figure 102: Current Product Satisfaction Ratings, by Customer
  • Figure 103: Implementation Satisfaction Ratings, by Customer
  • Figure 104: System Availability and Up-Time Satisfaction Ratings, by Customer
  • Figure 105: Professional Services Satisfaction Ratings, by Customer
  • Figure 106: Training/Workshops Satisfaction Ratings, by Customer
  • Figure 107: Service and Support Satisfaction Ratings, by Customer
  • Figure 108: System Upgrade Satisfaction Ratings, by Customer
  • Figure 109: Product Innovation Satisfaction Ratings, by Customer
  • Figure 110: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 111: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 112: Product Pricing Satisfaction Ratings, by Customer
  • Figure 113: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 114: What contact center applications are you using from your cloud based contact center infrastructure vendor?
  • Figure 115: What contact center activities do you use your cloud-based contact center infrastructure to support?
  • Figure 116: What channels do you use your cloud-based contact center infrastructure to support?
  • Figure 117: What were the top 3 - 5 primary drivers in the decision to purchase a cloud-based contact center infrastructure solution?
  • Figure 118: What were the 3-5 biggest challenges you experienced in implementing your cloud-based contact center infrastructure?
  • Figure 119: What were the top 3 - 5 benefits gained from using a cloud-based contact center infrastructure solution?
  • Figure 120: Please tell us the top 3 - 5 strengths of your cloud-based contact center infrastructure solution.
  • Figure 121: Please tell us the top 3 - 5 challenges of your cloud-based contact center infrastructure solution.
  • Figure 122: Please list the product enhancements you would like to see.
  • Figure 123: Additional comments about your experience with the vendor and/or product
  • Figure 124.1: Pricing Structure
  • Figure 124.2: Pricing Structure
  • Figure 125.1: Pricing for Cloud-Based Contact Center Infrastructure: 50 Seats
  • Figure 125.2: Pricing for Cloud-Based Contact Center Infrastructure: 50 Seats
  • Figure 126.1: Pricing for Cloud-Based Contact Center Infrastructure: 250 Seats
  • Figure 126.2: Pricing for Cloud-Based Contact Center Infrastructure: 250 Seats
  • Figure 127.1: Pricing for Cloud-Based Contact Center Infrastructure: 500 Seats
  • Figure 127.2: Pricing for Cloud-Based Contact Center Infrastructure: 500 Seats
Back to Top