North America Hosted/Cloud Contact Center Market

North America Hosted/Cloud Contact Center Market

Strong Performers Differentiate in a Highly Fragmented Market

RELEASE DATE
14-Sep-2015
REGION
North America
Research Code: NF6A-01-00-00-00
SKU: IT00766-NA-MR_02070
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$4,950.00

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Description

This market analysis research provides market sizing and forecasts for hosted contact center services. This includes public cloud services as well as dedicated hosted solutions. The market segments covered are: hosted IVR, hosted ACD, hosted customer chat, hosted outbound contact, and hosted agent performance optimization (APO) applications. The study also provides service provider market shares for each of these segments and for the total market.

List of Figures
  • 1. Market Segments
  • 2. Hosted/Cloud Contact Center Market: Market Drivers and Restraints, North America, 2015–2019
  • 3. Hosted/Cloud Contact Center Market: Revenue Forecast by Service Segment, North America, 2013–2019
  • 4. Hosted IVR Market: Market Share by Revenue, North America, 2013 and 2014
  • 5. Hosted ACD Market: Market Share by Revenue, North America, 2013 and 2014
  • 6. Hosted Customer Chat Market: Market Share by Revenue, North America, 2013 and 2014
  • 7. Hosted Outbound Contact Market: Market Share by Revenue, North America, 2013 and 2014
  • 8. Hosted APO Market: Market Share by Revenue, North America, 2013 and 2014
  • 9. Total Hosted/Cloud Contact Center Market: Market Share by Revenue, North America, 2013 and 2014
List of Charts
    Related Research
    This market analysis research provides market sizing and forecasts for hosted contact center services. This includes public cloud services as well as dedicated hosted solutions. The market segments covered are: hosted IVR, hosted ACD, hosted customer chat, hosted outbound contact, and hosted agent performance optimization (APO) applications. The study also provides service provider market shares for each of these segments and for the total market.
    More Information
    No Index No
    Podcast No
    Table of Contents | Market Definitions~ || Market Segments~ || Service Definitions~ ||| Hosted IVR~ ||| Hosted ACD~ ||| Hosted Customer Chat~ ||| Hosted Outbound Contact~ ||| Hosted APO~ || Revenue Definitions~ | Market Drivers and Restraints, North America, 2015–2019~ || Market Drivers ~ ||| Ease and speed of deployment and use~ ||| Reducing the total cost of ownership (TCO) of contact center IT~ ||| Flexible scalability and business agility~ ||| Shift from upfront capital investment to usage-based ongoing expense~ ||| Improved business continuity and disaster recovery capabilities~ ||| Others~ || Market Restraints~ ||| Enterprise resistance to migrate integrated premises-based contact center systems to the cloud~ ||| Cost and complexity of managing hybrid (premises and cloud-based) infrastructure~ ||| Slowly growing North American economy and competing IT priorities~ ||| Lack of channel partners/VARs to sell and support cloud-based solutions~ ||| Fragmented cloud solution provider marketplace and lack of differentiation between providers~ ||| Others~ | Revenue Forecast by Service Segment, North America, 2013–2019~ | Hosted IVR Market: Market Share by Revenue, North America, 2013 and 2014~ | Hosted ACD Market: Market Share by Revenue, North America, 2013 and 2014~ | Hosted Customer Chat Market: Market Share by Revenue, North America, 2013 and 2014~ | Hosted Outbound Contact Market: Market Share by Revenue, North America, 2013 and 2014~ | Hosted APO Market: Market Share by Revenue, North America, 2013 and 2014~ | Total Hosted/Cloud Contact Center Market: Market Share by Revenue, North America, 2013 and 2014~ | Key Takeaways~ | Legal Disclaimer~
    List of Charts and Figures 1. Market Segments~ 2. Hosted/Cloud Contact Center Market: Market Drivers and Restraints, North America, 2015–2019~ 3. Hosted/Cloud Contact Center Market: Revenue Forecast by Service Segment, North America, 2013–2019~ 4. Hosted IVR Market: Market Share by Revenue, North America, 2013 and 2014~ 5. Hosted ACD Market: Market Share by Revenue, North America, 2013 and 2014~ 6. Hosted Customer Chat Market: Market Share by Revenue, North America, 2013 and 2014~ 7. Hosted Outbound Contact Market: Market Share by Revenue, North America, 2013 and 2014~ 8. Hosted APO Market: Market Share by Revenue, North America, 2013 and 2014~ 9. Total Hosted/Cloud Contact Center Market: Market Share by Revenue, North America, 2013 and 2014~|
    Author Ashwin Iyer
    Industries Information Technology
    WIP Number NF6A-01-00-00-00
    Is Prebook No