Enterprise Priorities in North America

Cloud Contact Center Solutions

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Regular Price: USD 10,000

Special Price USD 9,000

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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, Objectives, and MethodologyResearch Background and ObjectivesMethodologyMethodology (continued)Overall Firmagraphic DetailsExecutive SummaryExecutive SummaryCurrent Use of Hosted/Cloud SolutionsCurrent Use of Hosted/Cloud Contact Center SolutionsImportant Factors in the Decision to Move to Hosted/Cloud SolutionsImportant Factors in the Decision to Move to Hosted/Cloud Solutions by CountryImportant Factors in the Decision to Move to Hosted/Cloud Solutions by Contact Center SizeImportant Factors in the Decision to Move to Hosted/Cloud Solutions by IndustryHosted/Cloud Contact Center ApplicationsContact Center Applications Currently Used as Hosted/Cloud Solutions by CountryContact Center Applications Currently Used as Hosted/Cloud Solutions by Contact Center SizeContact Center Applications Currently Used as Hosted/Cloud Solutions by IndustryContact Center Applications Planned to be Moved to Cloud Solutions by CountryContact Center Applications Planned to be Moved to Cloud Solutions by Contact Center SizeContact Center Applications Planned to be Moved to Cloud Solutions by IndustryHosted/Cloud Contact Center VendorsNumber of Vendors SourcedCurrent Hosted/Cloud Contact Center Solution Providers by CountryCurrent Hosted/Cloud Contact Center Solution Providers by Contact Center SizeCurrent Hosted/Cloud Contact Center Solution Providers by IndustryFuture Hosted/Cloud Contact Center Solution Providers by CountryFuture Hosted/Cloud Contact Center Solution Providers by Contact Center SizeFuture Hosted/Cloud Contact Center Solution Providers by IndustryCurrent and Future Hosted/Cloud Contact Center Solution ProvidersRestraints to Moving to Hosted/Cloud Contact Center Solutions Restraints to Moving to Hosted/Cloud Contact Center SolutionsLegal DisclaimerAppendixBusiness FunctionsThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition: Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy




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