Growth Opportunities in the Hosted/Cloud Contact Center Market

Actionable Strategies and Tactics to Maintain Leadership in a Growing Market

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New analysis from Frost & Sullivan's Digital Transformation program finds that the market for cloud contact centers continues to increase. The acceleration of omnichannel and digital transformation, coupled with the C-suite demands for stronger and swifter growth, is driving future technology acquisitions. Clear articulation of visionary perspectives on the digital transformation of business, and the necessity for cross-organizational support for initiatives will be necessary to drive demand with strategic audiences (CXOs, line-of-business leaders, IT leaders, and SMB leaders).

Table of Contents

Executive DashboardPurpose of this Experiential Study5 Step Process to Transformational GrowthStrategic Imperatives for Hosted/Cloud Contact Center Solution Providers (CCSPs)Growth Environment—Market OverviewHosted/Cloud Contact Center Market DefinitionsMarket DefinitionsHosted/Cloud North America Contact Center Provider LandscapeDrivers and RestraintsForecast AssumptionsMarket ForecastsRevenue Forecast North America Hosted/Cloud Contact Center MarketCompetitive Analysis Market Share—IVRCompetitive Analysis—Market Share ACDCompetitive Analysis—Market Share Customer ChatCompetitive Analysis—Market Share Outbound ContactCompetitive Analysis—Market Share APOCompetitive Analysis—Market Share Hosted/Cloud Contact CentersVisioning ScenariosMacro to Micro VisioningVisioning Scenarios for the Cloud Contact Center MarketTop Predictions for the Cloud Contact Center MarketGrowth PipelineLevers for GrowthVision and Strategy—Growth OpportunitiesGrowth Opportunity 1—Omnichannel Customer ExperienceGrowth Opportunity 2—Customer Experience AnalyticsGrowth Opportunity 3—Big Data & Analytics/Machine LearningGrowth Opportunity 4—Social Media MonitoringGrowth Opportunity 5—Social Customer EngagementGrowth Opportunity 6—Agent Desktop/Agent EmpowermentGrowth Opportunity 7—Catering to the New WorkforceGrowth Opportunity 8—Automation via Artificial Intelligence (AI)Growth Opportunity 9—Virtual Agent/AdvisorGrowth Opportunity 10—Live ChatGrowth Opportunity 11—Proactive/Interactive Customer ContactGrowth Opportunity 12—Messaging Platforms in Customer ServiceGrowth Opportunity 13—Gamifying the Customer ExperienceGrowth Opportunity 14—VideoGrowth Opportunity 15—Back Office WFOGrowth Opportunity 16—The IoT: Supporting Immersive ExperiencesGrowth Opportunity 17—WebRTC ApplicationsGrowth Opportunity 18—BC/DR: Enabling Continuous CXGrowth Opportunity 19—Industry Focus: HealthcareGrowth Opportunity 20—Industry Focus: RetailBrand and Demand—Growth OpportunitiesGrowth Opportunity 21—Innovation & TransformationGrowth Opportunity 22—Third Party ValidationGrowth Opportunity 23—Customer Lifetime Value (CLV)Growth Opportunity 24—Best-in-ClassGrowth Opportunity 25—Sales & Marketing Use CasesGrowth Opportunity 26—Industry Vertical MarketingGrowth Opportunity 27—Lead GenerationGrowth Opportunity 28—Inbound Marketing CapabilitiesGrowth Opportunity 29—Outbound Marketing PrioritiesGrowth Opportunity 30—Social Media MarketingGrowth Opportunity 31—Sales Enablement ContentGrowth Opportunities MatrixIdentifying Your Company’s Growth ZoneGrowth Opportunities 1–20—Vision and StrategyGrowth Opportunities 1–20—Vision and Strategy (continued)Growth Opportunities 21–31—Brand and DemandGrowth Opportunities MatrixGrowth Strategy and ImplementationGrowth Strategies for Your CompanyPrioritized Opportunities through ImplementationLegal DisclaimerAppendixAbbreviations and Acronyms Used




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