North American Hosted Contact Center Markets

North American Hosted Contact Center Markets

RELEASE DATE
08-Apr-2010
REGION
North America
Research Code: N74D-01-00-00-00
SKU: IT02142-EU-MR_11897
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IT02142-EU-MR_11897
$4,950.00
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Description

The market for hosted services in contact centers has been growing quickly in recent years. The recession has had a positive impact on growth in this sector, causing some businesses to shift from premises-based systems to hosted services, responding to limitations in their capital expenditure budgets. This research study looks at market trends, drivers, and restraints for the North American hosted contact center market. It also provides market size, market share, forecasts, pricing analysis, market breakdown by deployment size, competitive analysis, and recommendations to vendors and end-user organizations. This study covers over 30 solution providers that offer hosted contact center solutions in North America.

Table of Contents

Introduction

  • Summary
  • Scope and Methodology
  • Product Definitions
  • State of the Market
  • Market Trends
  • Business Benefits of Hosted Platforms

Market Analysis

  • Market Engineering Measurements
  • Industry Challenges
  • Market Drivers
  • Market Restraints
  • Definitions and Market Metrics
  • Hosted Contact Center Seat and Revenue Forecasts
  • Small Deployment Seat and Revenue Forecasts
  • Midsize Deployment Seat and Revenue Forecasts
  • Large Deployment Seat and Revenue Forecasts
  • Forecasts Summary

Competitive Analysis

  • Market Share Analysis

Vendor Profiles A - G

  • Aastra
  • Altitude Software
  • Angel.com
  • Aspect
  • AT&T
  • Avaya/Nortel
  • BellCanada
  • Cincom
  • Cisco Systems
  • Contactual
  • Convergys
  • CosmoCom
  • Echopass
  • EDS (an HP Company)
  • Five9
  • Genesys Laboratories

Vendor Profiles I - X

  • ICT Group
  • inContact
  • Interactive Intelligence
  • LiveOps
  • Oracle
  • Qwest
  • Sitel
  • Teleperformance Group
  • Teletech
  • TELUS
  • Transera
  • Vantage Communications
  • Verizon
  • West Interactive
  • Working Solutions
  • XO Interactive

Strategic Recommendations

  • Recommendations for Vendors and Service Providers
  • Recommendations for End Users
Related Research
The market for hosted services in contact centers has been growing quickly in recent years. The recession has had a positive impact on growth in this sector, causing some businesses to shift from premises-based systems to hosted services, responding to limitations in their capital expenditure budgets. This research study looks at market trends, drivers, and restraints for the North American hosted contact center market. It also provides market size, market share, forecasts, pricing analysis, market breakdown by deployment size, competitive analysis, and recommendations to vendors and end-user organizations. This study covers over 30 solution providers that offer hosted contact center solutions in North America.
More Information
No Index Yes
Podcast No
Industries Information Technology
WIP Number N74D-01-00-00-00
Is Prebook No