North American Hosted Contact Center MarketFrost & Sullivan
August 7, 2012
125 Pages - SKU: MC4862332
Additional InformationReport Excerpt
The North American hosted contact center market is coming into its own. More customers are choosing hosted services over the traditional method of buying and installing software on their premise servers. There are several key reasons:
Low total cost of ownership (TCO) and minimal capital investments, along with rapid deployment times and greater flexibility; reduction of IT costs with hosting.
Growing corporate preference to treat software as an operating expense, rather than as a capital expense.
Resolution of issues that have restrained the demand for hosting, such as reliability, security, scalability, and customer acceptability.
The principal contact center systems/applications, delivered as hosted services, include:
Interactive voice response (IVR), both dual-tone multi-frequency (DTMF) and speech recognition
Automatic call distributor (ACD)
Outbound dialing, including proactive customer contact (PCC)
Live agent chat
Agent performance optimization (APO) applications. These include quality monitoring (QM), performance management (PM), workforce management (WFM), analytics, and enterprise feedback management (EFM)
More Web Hosting reports by Frost & Sullivan
North American Video Conferencing Hosted and Managed Services Market by Frost & Sullivan
The video conferencing services market remains a robust growth opportunity despite the recent turbulence in the video conferencing equipment market, as the latter transitions from ...
2012 North American CXO Investment Plans for Managed and Hosted Communications and Collaboration Services by Frost & Sullivan
Rapid technology evolution and the proliferation of unified communications and collaboration (UCC) tools are increasing the cost and complexity of managing and upgrading the enterprise ...
Analysis of the Video Telemedicine Market by Frost & Sullivan
Video telemedicine is a core market in the telehealth industry with many established revenue models and emerging applications. However, the value that video can provide ...
North American Hosted IP Telephony and UC Services Market by Frost & SullivanSee all reports like this >>
Increasing customer awareness of the benefits of cloud and hosted solutions, maturing VoIP technologies, and the emergence of new business models are driving growing demand ...
More North America Web Hosting reports
Worldwide and U.S. Outsourced Customer Care Services 2013–2017 Forecast by IDC
This IDC study provides IDC's forecast for the worldwide outsourced customer care services market for 2013–2017. This study highlights key assumptions and drivers that are ...
U.S. Business Hosted IP Voice Services 2013–2017 Forecast by IDC
This IDC study presents IDC's most recent forecast (2013–2017) of the U.S. business hosted IP voice services market, identifies and quantifies the market opportunity within ...
U.S. Hosting Infrastructure Services 2013–2017 Forecast by IDC
This IDC study presents the U.S. hosting infrastructure services (HIS) market forecast for 2013–2017. The forecast covers four market segments: legacy shared Web hosting/VPS, dedicated ...
Canadian Infrastructure Outsourcing 2013–2017 Forecast by IDCSee all reports like this >>
This IDC study of the Canadian infrastructure outsourcing market presents IDC's market sizing and spending forecast. With the backdrop of an unstable economy ahead of ...
More North America reports
The 2013-2018 Outlook for Relish in the United States by Icon Group International, Inc.
This econometric study covers the latent demand outlook for relish across the states and cities of the United States. Latent demand (in millions of U.S. ...
The 2013-2018 Outlook for Indian Breads in the United States by Icon Group International, Inc.
This econometric study covers the latent demand outlook for Indian breads across the states and cities of the United States. Latent demand (in millions of ...
D&B Country Report: Mexico by Dun & Bradstreet Inc.
D&B Country Report. Comprehensive information for evaluating risks and opportunities when trading or investing in this country. Providing critical information and analysis on ...
Spirits – Mexico – a snapshot (2011) by Mintel - SnapshotsSee all reports like this >>
Spirits in Mexico by Mintel Global Market Navigator provides you with annual year-end market size data, most recently updated in 2011. This market covers all ...
We can help you find what you need. Call us or write us:
Need help in your search?
Web Hosting Reports
- Worldwide and U.S. Outsourced Customer Care Services 2013–2017 Forecast
- EMEA Enterprise Communications Survey, 2013: Cloud and Hosting, First Look
- Worldwide Hosted Private Cloud Services 2012–2016 Forecast: New Models for Delivering Infrastructure Services
- Personal Cloud Market - Global Advancements, Business Models, Technology Roadmap, Forecasts & Analysis (2013 – 2018)
- Internap: A Continuum Approach to Hosting and Cloud