Growth Opportunities in the Hosted/Cloud Contact Center Market

Purpose of this Experiential Study

5 Step Process to Transformational Growth

Strategic Imperatives for Hosted/Cloud Contact Center Solution Providers (CCSPs)

Hosted/Cloud Contact Center Market Definitions

Market Definitions

Hosted/Cloud North America Contact Center Provider Landscape

Drivers and Restraints

Forecast Assumptions

Revenue Forecast North America Hosted/Cloud Contact Center Market

Competitive Analysis Market Share—IVR

Competitive Analysis—Market Share ACD

Competitive Analysis—Market Share Customer Chat

Competitive Analysis—Market Share Outbound Contact

Competitive Analysis—Market Share APO

Competitive Analysis—Market Share Hosted/Cloud Contact Centers

Macro to Micro Visioning

Visioning Scenarios for the Cloud Contact Center Market

Top Predictions for the Cloud Contact Center Market

Levers for Growth

Growth Opportunity 1—Omnichannel Customer Experience

Growth Opportunity 2—Customer Experience Analytics

Growth Opportunity 3—Big Data & Analytics/Machine Learning

Growth Opportunity 4—Social Media Monitoring

Growth Opportunity 5—Social Customer Engagement

Growth Opportunity 6—Agent Desktop/Agent Empowerment

Growth Opportunity 7—Catering to the New Workforce

Growth Opportunity 8—Automation via Artificial Intelligence (AI)

Growth Opportunity 9—Virtual Agent/Advisor

Growth Opportunity 10—Live Chat

Growth Opportunity 11—Proactive/Interactive Customer Contact

Growth Opportunity 12—Messaging Platforms in Customer Service

Growth Opportunity 13—Gamifying the Customer Experience

Growth Opportunity 14—Video

Growth Opportunity 15—Back Office WFO

Growth Opportunity 16—The IoT: Supporting Immersive Experiences

Growth Opportunity 17—WebRTC Applications

Growth Opportunity 18—BC/DR: Enabling Continuous CX

Growth Opportunity 19—Industry Focus: Healthcare

Growth Opportunity 20—Industry Focus: Retail

Growth Opportunity 21—Innovation & Transformation

Growth Opportunity 22—Third Party Validation

Growth Opportunity 23—Customer Lifetime Value (CLV)

Growth Opportunity 24—Best-in-Class

Growth Opportunity 25—Sales & Marketing Use Cases

Growth Opportunity 26—Industry Vertical Marketing

Growth Opportunity 27—Lead Generation

Growth Opportunity 28—Inbound Marketing Capabilities

Growth Opportunity 29—Outbound Marketing Priorities

Growth Opportunity 30—Social Media Marketing

Growth Opportunity 31—Sales Enablement Content

Identifying Your Company’s Growth Zone

Growth Opportunities 1–20—Vision and Strategy

Growth Opportunities 1–20—Vision and Strategy (continued)

Growth Opportunities 21–31—Brand and Demand

Growth Opportunities Matrix

Growth Strategies for Your Company

Prioritized Opportunities through Implementation

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Abbreviations and Acronyms Used