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Enterprise Priorities in North America
Cloud Contact Center Solutions
23-Jun-2014
North America
Customer Research
NCCD-01-00-00-00
IT00696-NA-CR_01927
The main objective of this research service was to investigate the current use and future adaptation of cloud solutions in North American contact centers. Currently, about 50% of the contact centers in North America use hosted or cloud solutions, and that percentage is expected to reach more than 90% by 2016. Although small and medium contact centers were the early adopters of cloud solutions, large companies have now taken the lead. Regardless of the size or type of company, the main drivers of the move to the cloud are the reduction of the total cost of ownership of IT, rapid deployment times, and flexible scalability. In effect, half of the surveyed solutions are expected to have 50% or higher market penetration rates by 2016.
Research Background and Objectives
Methodology
Methodology (continued)
Overall Firmagraphic Details
Executive Summary
Current Use of Hosted/Cloud Contact Center Solutions
Important Factors in the Decision to Move to Hosted/Cloud Solutions by Country
Important Factors in the Decision to Move to Hosted/Cloud Solutions by Contact Center Size
Important Factors in the Decision to Move to Hosted/Cloud Solutions by Industry
Contact Center Applications Currently Used as Hosted/Cloud Solutions by Country
Contact Center Applications Currently Used as Hosted/Cloud Solutions by Contact Center Size
Contact Center Applications Currently Used as Hosted/Cloud Solutions by Industry
Contact Center Applications Planned to be Moved to Cloud Solutions by Country
Contact Center Applications Planned to be Moved to Cloud Solutions by Contact Center Size
Contact Center Applications Planned to be Moved to Cloud Solutions by Industry
Number of Vendors Sourced
Current Hosted/Cloud Contact Center Solution Providers by Country
Current Hosted/Cloud Contact Center Solution Providers by Contact Center Size
Current Hosted/Cloud Contact Center Solution Providers by Industry
Future Hosted/Cloud Contact Center Solution Providers by Country
Future Hosted/Cloud Contact Center Solution Providers by Contact Center Size
Future Hosted/Cloud Contact Center Solution Providers by Industry
Current and Future Hosted/Cloud Contact Center Solution Providers
Restraints to Moving to Hosted/Cloud Contact Center Solutions
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