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Growth Opportunities in the Hosted/Cloud Contact Center Market

Growth Opportunities in the Hosted/Cloud Contact Center Market

New analysis from Frost & Sullivan's Digital Transformation program finds that the market for cloud contact centers continues to increase. The acceleration of omnichannel and digital transformation, coupled with the C-suite demands for stronger and swifter growth, is driving future technology acquisitions. Clear articulation of visionary perspectives on the digital transformation of business, and the necessity for cross-organizational support for initiatives will be necessary to drive demand with strategic audiences (CXOs, line-of-business leaders, IT leaders, and SMB leaders).


  • Executive Dashboard
    • Purpose of this Experiential Study
    • 5 Step Process to Transformational Growth
    • Strategic Imperatives for Hosted/Cloud Contact Center Solution Providers (CCSPs)
  • Growth Environment-Market Overview
    • Hosted/Cloud Contact Center Market Definitions
    • Market Definitions
    • Hosted/Cloud North America Contact Center Provider Landscape
    • Drivers and Restraints
    • Forecast Assumptions
  • Market Forecasts
    • Revenue Forecast North America Hosted/Cloud Contact Center Market
    • Competitive Analysis Market Share-IVR
    • Competitive Analysis-Market Share ACD
    • Competitive Analysis-Market Share Customer Chat
    • Competitive Analysis-Market Share Outbound Contact
    • Competitive Analysis-Market Share APO
    • Competitive Analysis-Market Share Hosted/Cloud Contact Centers
  • Visioning Scenarios
    • Macro to Micro Visioning
    • Visioning Scenarios for the Cloud Contact Center Market
    • Top Predictions for the Cloud Contact Center Market
  • Growth Pipeline
    • Levers for Growth
  • Vision and Strategy-Growth Opportunities
    • Growth Opportunity 1-Omnichannel Customer Experience
    • Growth Opportunity 2-Customer Experience Analytics
    • Growth Opportunity 3-Big Data & Analytics/Machine Learning
    • Growth Opportunity 4-Social Media Monitoring
    • Growth Opportunity 5-Social Customer Engagement
    • Growth Opportunity 6-Agent Desktop/Agent Empowerment
    • Growth Opportunity 7-Catering to the New Workforce
    • Growth Opportunity 8-Automation via Artificial Intelligence (AI)
    • Growth Opportunity 9-Virtual Agent/Advisor
    • Growth Opportunity 10-Live Chat
    • Growth Opportunity 11-Proactive/Interactive Customer Contact
    • Growth Opportunity 12-Messaging Platforms in Customer Service
    • Growth Opportunity 13-Gamifying the Customer Experience
    • Growth Opportunity 14-Video
    • Growth Opportunity 15-Back Office WFO
    • Growth Opportunity 16-The IoT: Supporting Immersive Experiences
    • Growth Opportunity 17-WebRTC Applications
    • Growth Opportunity 18-BC/DR: Enabling Continuous CX
    • Growth Opportunity 19-Industry Focus: Healthcare
    • Growth Opportunity 20-Industry Focus: Retail
  • Brand and Demand-Growth Opportunities
    • Growth Opportunity 21-Innovation & Transformation
    • Growth Opportunity 22-Third Party Validation
    • Growth Opportunity 23-Customer Lifetime Value (CLV)
    • Growth Opportunity 24-Best-in-Class
    • Growth Opportunity 25-Sales & Marketing Use Cases
    • Growth Opportunity 26-Industry Vertical Marketing
    • Growth Opportunity 27-Lead Generation
    • Growth Opportunity 28-Inbound Marketing Capabilities
    • Growth Opportunity 29-Outbound Marketing Priorities
    • Growth Opportunity 30-Social Media Marketing
    • Growth Opportunity 31-Sales Enablement Content
  • Growth Opportunities Matrix
    • Identifying Your Company's Growth Zone
    • Growth Opportunities 1-20-Vision and Strategy
    • Growth Opportunities 21-31-Brand and Demand
    • Growth Opportunities Matrix
  • Growth Strategy and Implementation
    • Growth Strategies for Your Company
    • Prioritized Opportunities through Implementation
  • Appendix
    • Abbreviations and Acronyms Used

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