Enterprise Priorities in North America

Enterprise Priorities in North America

Cloud Contact Center Solutions

RELEASE DATE
23-Jun-2014
REGION
North America
Research Code: NCCD-01-00-00-00
SKU: IT00696-NA-CR_01927
$10,000.00
In stock
SKU
IT00696-NA-CR_01927
$10,000.00
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Description

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.

Table of Contents

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

Legal Disclaimer

Business Functions

The Frost & Sullivan Story

Value Proposition: Future of Your Company & Career

Global Perspective

Industry Convergence

360º Research Perspective

Implementation Excellence

Our Blue Ocean Strategy

Related Research
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.
More Information
No Index Yes
Podcast No
Author Ashwin Iyer
Industries Information Technology
WIP Number NCCD-01-00-00-00
Is Prebook No