Global Cloud-Based Contact Center Infrastructure Product and Market Report 2018-2019 - ResearchAndMarkets.com

December 5, 2018

DUBLIN--(BUSINESS WIRE)--Dec 5, 2018--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.

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.

Key Topics Covered:

1. Executive Summary

2. Introduction

3. Research Methodology

4. Cloud-Based Contact Center Infrastructure Functional Overview

5. Vendor Service Delivery Models

6. Cloud-Based Contact Center Infrastructure Market Trends

7. Cloud-Based Contact Center Infrastructure Market Challenges

8. CBCCI Market Innovation

9. It’s Mutual; CBCCI and WFO are Better Together

10. Working Smarter with AI, Machine Learning and Analytics

11. Cloud-Based Contact Center Infrastructure Helps Small/Mid-Size Organizations Address their Growing Pains

12. Cloud-Based Contact Center Infrastructure Market Activity Analysis

13. Adoption of Cloud-Based Contact Center Infrastructure Solutions

14. Cloud-Based Contact Center Infrastructure Market Projections

15. Cloud-Based Contact Center Infrastructure Competitive Landscape

16. Cloud-Based Contact Center Infrastructure Vendors and Solutions

17. Cloud-Based Contact Center Infrastructure Functional Analysis

18. CBCCI Technical Analysis

19. Implementing and Managing a CBCCI Solution

20. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis

21. Pricing

22. Company Reports

88, Inc. Cisco Systems Content Guru Five9, Inc. Genesys NewVoiceMedia NICE inContact Serenova Sharpen Technologies Twilio, Inc.

For more information about this report visit https://www.researchandmarkets.com/research/6j85fp/global?w=4

View source version on businesswire.com:https://www.businesswire.com/news/home/20181205005844/en/

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Related Topics:Call Centres,Cloud Computing and Storage



SOURCE: Research and Markets

Copyright Business Wire 2018.

PUB: 12/05/2018 04:27 PM/DISC: 12/05/2018 04:27 PM


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