North American Hosted Contact Center Markets

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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.

Table of Contents

North American Hosted Contact Center Markets, Hosted Contact Center ApplicationsSummary of FindingsIntroductionScope and MethodologyMarket DefinitionsMarket TrendsMarket Engineering MeasurementsMarket DriversMarket RestraintsMarket Size and ForecastRevenue Forecast for Hosted IVRRevenue Forecast for Hosted ACDRevenue Forecast for Hosted Outbound Customer ContactRevenue Forecast for Hosted Customer ChatRevenue Forecast for Hosted APO ApplicationsRevenue Forecast for Hosted Contact Center MarketMarket SharesMarket Shares for Hosted IVRMarket Shares for Hosted ACDMarket Shares for Hosted Outbound Customer ContactMarket Shares for Hosted Customer ChatMarket Shares for Hosted APO ApplicationsMarket Shares for Hosted Contact Center MarketVendor Profiles A - LServices Offered by Hosted Contact Center Service ProvidersAastraAngelAT&TContact SolutionsContactualConversiveCSG SystemsEchopassFive9HyperqualityinContactInteractive IntelligenceLiveOpsLivePersonLiveVoxVendor Profiles M - ZMicrosoft/TellmeNexidiaNICE SystemsNoble SystemsNuanceSoundbiteTeleperformanceTeleTechVaroliiVerizon BusinessVoltDeltaWest InteractiveStrategic RecommendationsStrategic Considerations for Large EnterprisesStrategic Considerations for SMB Contact Centers




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