USD
GBP 
CNY 
EUR 
INR 
JPY 
MYR 
ZAR 
KRW 
THB 
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
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
Speak directly with our analytics experts for tailored recommendations.
Recent related Contact Centers research
28 Sep 2026 | Global | Frost Radar
Frost Radar™: Communications Platform as a Service, 2026
Communications platform as a service (CPaaS) has become foundational infrastructure for digital business, embedding programmable voice, messaging, and video into the applications where customers and employees engage. Enterprises are rearchitecting their communication workflows around programmable in...
10 Sep 2026 | Global | Market Research
From Risk to Advantage
This analyst insight examines the market forces driving AI adoption in CX management and explains why governance must evolve alongside automation. It outlines the operational and compliance risks of poorly governed AI, identifies the core pillars of effective governance, and provides a practical roa...
09 Sep 2026 | Global | Technology Research
Unified Cloud Control: The Emergence of Intelligent Multi-Cloud Management Platforms, 2026-2030
This report emerges as the evolution of an integrated cloud manipulation management system as complementary technology for employer cloud manipulation management systems to enable businesses to manage increasingly distributed workloads in public, private, hybrid, edge, and sovereign clouds in one ma...
02 Sep 2026 | Global | Market Research
CX Unfiltered: Industry Trends Redefining Customer Obsession
This report examines the transformation of the Customer Experience (CX) Management and Business Process Outsourcing (BPO) industry as artificial intelligence (AI), automation, and evolving enterprise expectations re-shape traditional service delivery models. Drawing on insights from Frost & Sullivan...
03 Aug 2026 | Asia Pacific | Frost Radar
Frost Radar™: Customer Experience Platforms in Asia-Pacific, 2026
Customer experience (CX) platforms serve as the operational and intelligence layer through which organizations manage, orchestrate, and continuously optimize customer interactions across every channel and touchpoint. As contact centers evolve beyond traditional voice interactions to include digital ...
Purchase includes:
- Report download
- Growth Dialog™ with our experts
Growth Dialog™
A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.
| Deliverable Type | Customer Research |
|---|---|
| No Index | Yes |
| Podcast | No |
| Author | Ashwin Iyer |
| Industries | Information Technology |
| WIP Number | NCCD-01-00-00-00 |
| Is Prebook | No |
Enterprise Priorities in North America
$10,000.00
Special Price $7,500.00 save 25 %