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North American Hosted Contact Center Markets
08-Apr-2010
North America
Market Research
N74D-01-00-00-00
IT02142-EU-MR_11897
The market for hosted services in contact centers has been growing quickly in recent years. The recession has had a positive impact on growth in this sector, causing some businesses to shift from premises-based systems to hosted services, responding to limitations in their capital expenditure budgets. This research study looks at market trends, drivers, and restraints for the North American hosted contact center market. It also provides market size, market share, forecasts, pricing analysis, market breakdown by deployment size, competitive analysis, and recommendations to vendors and end-user organizations. This study covers over 30 solution providers that offer hosted contact center solutions in North America.
Introduction
- Summary
- Scope and Methodology
- Product Definitions
- State of the Market
- Market Trends
- Business Benefits of Hosted Platforms
Market Analysis
- Market Engineering Measurements
- Industry Challenges
- Market Drivers
- Market Restraints
- Definitions and Market Metrics
- Hosted Contact Center Seat and Revenue Forecasts
- Small Deployment Seat and Revenue Forecasts
- Midsize Deployment Seat and Revenue Forecasts
- Large Deployment Seat and Revenue Forecasts
- Forecasts Summary
Competitive Analysis
- Market Share Analysis
Vendor Profiles A - G
- Aastra
- Altitude Software
- Angel.com
- Aspect
- AT&T
- Avaya/Nortel
- BellCanada
- Cincom
- Cisco Systems
- Contactual
- Convergys
- CosmoCom
- Echopass
- EDS (an HP Company)
- Five9
- Genesys Laboratories
Vendor Profiles I - X
- ICT Group
- inContact
- Interactive Intelligence
- LiveOps
- Oracle
- Qwest
- Sitel
- Teleperformance Group
- Teletech
- TELUS
- Transera
- Vantage Communications
- Verizon
- West Interactive
- Working Solutions
- XO Interactive
Strategic Recommendations
- Recommendations for Vendors and Service Providers
- Recommendations for End Users
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