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Opportunities in a Mature Contact Center Market

Growth in Hosted ACD, Chat, and Integration with UC Systems

03-Dec-2013  /  Research Code: 9857-00-43-00-00  /  SKU: IT00149-NA-MR_01143  /  
Region: North America

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Frost & Sullivan forecasts that the total number of contact center seats will shrink from 4.1 million in 2012 to 4 million by 2017. Even so, there are opportunities for vendors in this mature market. For example, consider hosted solutions. Hosted delivery allows companies to cut costs by buying only the applications and capacity they need, an attractive on-demand value proposition. Hosting also provides companies with business continuity that allows them to support their customer contact operations when disasters strike.

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