Cloud Networking: A Growing Opportunity for CSPs in South Africa

CSPs to Drive the Hosted Contact Centre Market

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The current move in South Africa towards cloud computing represents an opportunity that Communication Service Providers (CSPs) can take advantage of in order to grow and protect their revenue streams. While CSPs have, until presently, mostly concentrated on transmission services as cloud carriers, it is imperative that they change their role to cloud providers if they are to remain profitable and increase their revenues. Hosted contact centre is one of the areas that have been identified by CSPs as a growth opportunity, and the majority of CSPs currently have offerings in this market. In this research service, the full extent of the hosted opportunity available to CSPs is explored in detail.

Table of Contents

Executive SummaryExecutive SummaryExecutive Summary (continued)Executive Summary—Market Engineering MeasurementsExecutive Summary—Market Engineering Measurements (continued)Executive Summary—CEO’s PerspectiveMarket OverviewMarket Overview—DefinitionsMarket Overview—Definitions (continued)Market Overview—Research Aim and Objectives Market Overview—Research ScopeMarket Overview—Key Questions This Study Will AnswerMarket Overview—Distribution ChannelsMarket Overview—Distribution Channels (continued)Market Overview—Redefining the Role of CSPs in the Cloud Value ChainMarket Overview—Redefining the Role of CSPs in the Cloud Value Chain (continued)Market Overview—Redefining the Role of CSPs in the Cloud Value Chain (continued)Market Overview—Redefining the Role of CSPs in the Cloud Value Chain (continued)Market Overview—Redefining the Role of CSPs in the Cloud Value Chain (continued)Market Overview—Redefining the Role of CSPs in the Cloud Value Chain (continued)Market Overview—Redefining the Role of CSPs in the Cloud Value Chain (continued)Market Overview—Redefining the Role of CSPs in the Cloud Value Chain (continued)Market Overview—Redefining the Role of CSPs in the Cloud Value Chain (continued)Market Overview—Redefining the Role of CSPs in the Cloud Value Chain (continued)Contact Centre Market Overview of the Total Contact Centre EnvironmentOverview of the Total Contact Centre Environment (continued)Overview of the Total Contact Centre Environment (continued)Overview of the Total Contact Centre Environment (continued)Defining the Hosted Contact Centre Model Defining the Hosted Contact Centre ModelDefining the Hosted Contact Centre Model (continued)Defining the Hosted Contact Centre Model (continued)Defining the Hosted Contact Centre Model (continued)External Challenges: Drivers and Restraints— Hosted Contact Centre MarketDrivers and RestraintsDrivers ExplainedDrivers Explained (continued) Drivers Explained (continued) Drivers Explained (continued) Drivers Explained (continued) Drivers Explained (continued) Restraints Explained Restraints Explained (continued) Restraints Explained (continued) Restraints Explained (continued) Forecast and Trends—Hosted Contact Centre MarketForecast AssumptionsHosted Contact Centre Market—Agent Seats and Revenue ForecastAgent Seats and Revenue Forecast DiscussionAgent Seats and Revenue Forecast Discussion (continued)Hosted Contact Centre Market—Analysing the Growth OpportunityHosted Contact Centre Market—Analysing the Growth Opportunity Discussion (continued)Market TrendsMarket Trends (continued)Market Share and Competitive Analysis— Hosted Contact Centre MarketCompetitive Analysis—Market ShareCompetitive Analysis—Market Share Analysis DiscussionCompetitive EnvironmentCompetitive Factors and AssessmentsCompetitive Factors and Assessments (continued)Competitive Factors and Assessments (continued)Competitor Analysis—SiemensCompetitor Analysis—Siemens (continued)Competitor Analysis—AvayaCompetitor Analysis—Avaya (continued)Competitor Analysis—Interactive IntelligenceCompetitor Analysis—Interactive Intelligence (continued)Competitor Analysis—Cisco SystemsCompetitor Analysis—Cisco Systems (continued)Competitor Analysis—TelkomCompetitor Analysis—Telkom (continued) The Last WordThe Last Word—Predictions The Last Word—Recommendations for CSPsThe Last Word—Recommendations for CSPs (continued) The Last Word—Recommendations for CSPs (continued) Legal DisclaimerAppendixMarket Engineering MethodologyMarket Engineering MeasurementsMarket Engineering Measurements (continued)Partial List of Companies InterviewedLearn More—Next Steps




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