2014 North America Hosted/Cloud Contact Center Buyers Guide
This study is divided into two sections.
Section 1 provides analyst commentary on the most important market forces affecting contact center system trends for 2014. This is based on extensive primary and secondary research. Given the maturity of the North American market, Frost & Sullivan expects that these trends will extend well into 2017.
Section 2 highlights the top-performing contact center system providers (as measured specifically by their North America revenues). The purpose is to provide enterprise organizations with a fundamental assessment of these providers and their capabilities in a single report. Each of these companies strives to deliver excellent customer care, and many have unique solutions. Solution providers are listed in alphabetical order.
Frost & Sullivan projects that the hosted/cloud contact center market in North America will have a compound annual growth rate (CAGR) of % from 2013 to 2018. The cloud contact center systems market surpassed the on-premise contact center systems market for the first time in 2013, and is poised to exceed $ billion by the end of 2014.
Scalability, flexibility, and the ease with which companies can add or try new applications are just a few of the reasons that the hosted market has become so compelling. Many legacy contact center system providers have added hosted and hybrid offerings to their repertoire, adding more choice but also more confusion to the vendor landscape.
About this report
The landscape for choosing a hosted/cloud contact center solution has become complex because of the variety of offerings from traditional contact center vendors, pure-play software as a service (SaaS) providers, telecom service providers, outsourcers, and system integrators. The purpose of this buyers guide is to provide enterprise organizations and small and midsize businesses with a competitive assessment of hosted/cloud contact center solution providers and their capabilities within a single report. The guide is based on extensive primary and secondary research, and provides in-depth profiles of suppliers with overview of offerings, strengths and weaknesses, and recommendations for buyers.
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