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North American Hosted Contact Center Markets
Movement from Best-of-Breed to Suites
07-Oct-2011
North America
Market Research
N94D-01-00-00-00
IT02187-EU-MR_11942
This research service covers the state of the North American hosted contact center market. Market segments covered include hosted IVR, hosted ACD, hosted chat, hosted outbound customer contact, and hosted agent performance optimization (APO) applications. The study discusses market trends, drivers and restraints, demand and supply, and strategic considerations. Market size and forecasts are provided for the individual market segments. In addition, an in-depth analysis of the vendor landscape, including vendor market shares, is given, along with the profiles of the leading vendors in the market.
Summary of Findings
- Introduction
- Scope and Methodology
- Market Definitions
- Market Trends
- Market Engineering Measurements
- Market Drivers
- Market Restraints
Market Size and Forecast
- Revenue Forecast for Hosted IVR
- Revenue Forecast for Hosted ACD
- Revenue Forecast for Hosted Outbound Customer Contact
- Revenue Forecast for Hosted Customer Chat
- Revenue Forecast for Hosted APO Applications
- Revenue Forecast for Hosted Contact Center Market
Market Shares
- Market Shares for Hosted IVR
- Market Shares for Hosted ACD
- Market Shares for Hosted Outbound Customer Contact
- Market Shares for Hosted Customer Chat
- Market Shares for Hosted APO Applications
- Market Shares for Hosted Contact Center Market
Vendor Profiles A - L
- Services Offered by Hosted Contact Center Service Providers
- Aastra
- Angel
- AT&T
- Contact Solutions
- Contactual
- Conversive
- CSG Systems
- Echopass
- Five9
- Hyperquality
- inContact
- Interactive Intelligence
- LiveOps
- LivePerson
- LiveVox
Vendor Profiles M - Z
- Microsoft/Tellme
- Nexidia
- NICE Systems
- Noble Systems
- Nuance
- Soundbite
- Teleperformance
- TeleTech
- Varolii
- Verizon Business
- VoltDelta
- West Interactive
Strategic Recommendations
- Strategic Considerations for Large Enterprises
- Strategic Considerations for SMB Contact Centers
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