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U.S. Hosted and Cloud Contact Center Services 2015–2019 Forecast: The Impact of Consumer Expectations

U.S. Hosted and Cloud Contact Center Services 2015–2019 Forecast: The Impact of Consumer Expectations

This IDC study provides IDC's forecast for the hosted and on-demand (cloud) contact center services market for 2015–2019. This study highlights key assumptions and drivers that are creating changes and driving growth in this market. IDC expects that U.S. spending on hosted contact center services was $1.1 billion in 2014 and will increase at a CAGR of 10.8% to $1.9 billion in 2019, and U.S. spending on cloud contact center services was $868 million in 2012 and will increase at a CAGR of 17.7% to $2.0 billion in 2019.

"Consumers today have so many choices in communicating with companies, and even greater expectations," said Melissa O'Brien, research analyst, Worldwide Customer Care BPO Services, at IDC. "This is driving the needs for greater flexibility in contact centers to meet those consumer expectations and thus driving demand for cloud contact center services."


IDC Opinion
In This Study
Methodology
Situation Overview
Opportunities to Meet Consumer Expectations
Future Outlook
Forecast and Assumptions
U.S. Hosted and Cloud Contact Center Services Spending Forecast
Market Context
Essential Guidance
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Related Research
Synopsis
Table: Top 3 Assumptions for the U.S. Hosted and Cloud Contact Center Services Market, 2015–2019
Table: Key Forecast Assumptions for the U.S. Hosted and Cloud Contact Center Services Market, 2015–2019
Table: U.S. Hosted and Cloud Contact Center Services Spending, 2013–2019 ($M)
Table: U.S. Hosted and Cloud Contact Center Services Spending, 2012–2019: Comparison of February 2014 and May 2015 Forecasts ($M)
Figure: Hosted and/or Cloud Contact Center Services Adoption
Figure: Response Rates on Channels of Preference
Figure: Satisfaction with Breadth of Channels by Age
Figure: Expectations for Context in Channel Shifts
Figure: U.S. Hosted and Cloud Contact Center Services Spending Growth, 2014–2019
Figure: U.S. Hosted and Cloud Contact Center Services Spending, 2012–2019: Comparison of February 2014 and May 2015 Forecasts
Figure: U.S. Hosted and Cloud Contact Center Services Spending Growth, 2013–2019: Comparison of February 2014 and May 2015 Forecasts

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