North America Hosted/Cloud Contact Center Market

Strong Performers Differentiate in a Highly Fragmented Market

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This market analysis research provides market sizing and forecasts for hosted contact center services. This includes public cloud services as well as dedicated hosted solutions. The market segments covered are: hosted IVR, hosted ACD, hosted customer chat, hosted outbound contact, and hosted agent performance optimization (APO) applications. The study also provides service provider market shares for each of these segments and for the total market.

Table of Contents

1. Market Definitions
Market Segments
Service Definitions
Hosted IVR
Hosted ACD
Hosted Customer Chat
Hosted Outbound Contact
Hosted APO
Revenue Definitions
2. Market Drivers and Restraints, North America, 2015–2019
Market Drivers
Ease and speed of deployment and use
Reducing the total cost of ownership (TCO) of contact center IT
Flexible scalability and business agility
Shift from upfront capital investment to usage-based ongoing expense
Improved business continuity and disaster recovery capabilities
Others
Market Restraints
Enterprise resistance to migrate integrated premises-based contact center systems to the cloud
Cost and complexity of managing hybrid (premises and cloud-based) infrastructure
Slowly growing North American economy and competing IT priorities
Lack of channel partners/VARs to sell and support cloud-based solutions
Fragmented cloud solution provider marketplace and lack of differentiation between providers
Others
3. Revenue Forecast by Service Segment, North America, 2013–2019
4. Hosted IVR Market: Market Share by Revenue, North America, 2013 and 2014
5. Hosted ACD Market: Market Share by Revenue, North America, 2013 and 2014
6. Hosted Customer Chat Market: Market Share by Revenue, North America, 2013 and 2014
7. Hosted Outbound Contact Market: Market Share by Revenue, North America, 2013 and 2014
8. Hosted APO Market: Market Share by Revenue, North America, 2013 and 2014
9. Total Hosted/Cloud Contact Center Market: Market Share by Revenue, North America, 2013 and 2014
10. Key Takeaways
11. Legal Disclaimer


List of Figures & Charts

1. Market Segments
2. Hosted/Cloud Contact Center Market: Market Drivers and Restraints, North America, 2015–2019
3. Hosted/Cloud Contact Center Market: Revenue Forecast by Service Segment, North America, 2013–2019
4. Hosted IVR Market: Market Share by Revenue, North America, 2013 and 2014
5. Hosted ACD Market: Market Share by Revenue, North America, 2013 and 2014
6. Hosted Customer Chat Market: Market Share by Revenue, North America, 2013 and 2014
7. Hosted Outbound Contact Market: Market Share by Revenue, North America, 2013 and 2014
8. Hosted APO Market: Market Share by Revenue, North America, 2013 and 2014
9. Total Hosted/Cloud Contact Center Market: Market Share by Revenue, North America, 2013 and 2014





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