1. Market Research
  2. > IT Services
  3. > IT Outsourcing Market Trends

Enterprise Priorities in North America: Cloud Contact Center Solutions

  • June 2014
  • 46 pages
  • Frost & Sullivan
Report ID: 2201105


Table of Contents

Cloud Contact Center Solutions

The main objective of this research service was to investigate the current use and future adaptation of cloud solutions in North American contact centers. Currently, about 50% of the contact centers in North America use hosted or cloud solutions, and that percentage is expected to reach more than 90% by 2016. Although small and medium contact centers were the early adopters of cloud solutions, large companies have now taken the lead. Regardless of the size or type of company, the main drivers of the move to the cloud are the reduction of the total cost of ownership of IT, rapid deployment times, and flexible scalability. In effect, half of the surveyed solutions are expected to have 50% or higher market penetration rates by 2016.

Research Background and Objectives

This research study is part of a series of survey-based studies that look at the current and future adoption of various customer contact strategies, enabling technologies, and services. The survey data and insights allow contact center organizations to understand better the industry and technology trends and apply the findings in their businesses.

The following studies are part of this series:

-Enterprise Priorities in North America—Multichannel Customer Contact
-Enterprise Priorities in North America—Agent Performance Optimization
-Enterprise Priorities in North America—Cloud Contact Center Solutions
-Enterprise Priorities in North America—Contact Center Outsourcing
-Enterprise Priorities in Europe—Multichannel Customer Contact
-Enterprise Priorities in Europe—Agent Performance Optimization
-Enterprise Priorities in Europe—Cloud Contact Center Solutions
-Enterprise Priorities in Europe—Contact Center Outsourcing


Using a Web-based survey methodology during February 2014, Frost & Sullivan surveyed contact center/customer care decision makers who were working in businesses located in the United States and Canada and who were involved in evaluating, specifying, recommending, or approving the purchase of contact center products or services.
Frost & Sullivan’s survey methodology uses online panels to source only qualified respondents. Respondents must meet requirements set by a screening process prior to full survey participation. Online panels consist of individuals who volunteer to participate in Web-based surveys and typically receive compensation directly from their panel membership for participating in qualified survey research. In general, survey respondents do not receive direct compensation from Frost & Sullivan for participating in research projects.

Executive Summary

-About half of the contact center organizations in North America use a hosted/cloud contact center solution, and that percentage is expected to reach more than % by .
-Small and medium contact centers were the early adopters of cloud solutions; however, large contact center organizations have now taken the lead in terms of adopting cloud-based contact center applications.
-The main drivers for moving contact center applications to the cloud are reduced total cost of ownership (TCO) of contact center information technology (IT), rapid time to deployment and business value, flexible scalability and business agility, capital expenditure (CAPEX) avoidance, and improved business continuity and disaster recovery capabilities.
-By , the applications expected to have% or higher penetration in a hosted/cloud model include customer surveys, quality monitoring, workforce management, Web collaboration tools, mobile contact, and social media contact.
-On the whole, users of hosted/cloud contact center solutions source from an average of about vendors.
-Pure-play software as a service (SaaS) providers, systems integrators, and business process outsourcing (BPO) providers are expected to see some growth, while telcos and premises vendors are expected to see some decline in terms of penetration in the hosted/cloud contact center installed base.

Get Industry Insights. Simply.

  • Latest reports & slideshows with insights from top research analysts
  • 60 Million searchable statistics with tables, figures & datasets
  • More than 25,000 trusted sources
  • Single User License — provides access to the report by one individual.
  • Department License — allows you to share the report with up to 5 users
  • Site License — allows the report to be shared amongst all employees in a defined country
  • Corporate License — allows for complete access, globally.

Veronica helps you find the right report:


The research specialist advised us on the best content for our needs and provided a great report and follow-up, thanks very much we shall look at ReportLinker in the future.

Kate Merrick

Global Marketing Manager at
Eurotherm by Schneider Electric

We were impressed with the support that ReportLinker’s research specialists’ team provided. The report we purchased was useful and provided exactly what we want.

Category Manager at

ReportLinker gave access to reliable and useful data while avoiding dispersing resources and spending too much time on unnecessary research.

Executive Director at
PwC Advisory

The customer service was fast, responsive, and 100% professional in all my dealings (...) If we have more research needs, I'll certainly prioritize working with ReportLinker!

Scott Griffith

Vice President Marketing at
Maurice Sporting Goods

The research specialist provided prompt, helpful instructions for accessing ReportLinker's product. He also followed up to make sure everything went smoothly and to ensure an easy transition to the next stage of my research

Jessica P Huffman

Research Associate at
American Transportation Research Institute

Excellent customer service. Very responsive and fast.

Director, Corporate Strategy at

I reached out to ReportLinker for a detailed market study on the Air Treatment industry. The quality of the report, the research specialist’s willingness to solve my queries exceeded my expectations. I would definitely recommend ReportLinker for in-depth industry information.

Mariana Mendoza

Global Platform Senior Manager at
Whirlpool Corporation

Thanks! I like what you've provided and will certainly come back if I need to do further research works.

Bee Hin Png

CEO at
LDR Pte Ltd

The research specialist advised us on the best content for our needs and provided a great report and follow-up, thanks very much we shall look at ReportLinker in the future.

Kate Merrick

Global Marketing Manager at
Eurotherm by Schneider Electric

Purchase Reports From Reputable Market Research Publishers

Asia-Pacific Contact Center Applications Market, 2015

  • $ 15000
  • Industry report
  • February 2017
  • by Frost & Sullivan

Actionable Strategies to Remain Relevant Amidst the Cloudy Landscape New analysis from Frost & Sullivan’s Digital Transformation program titled Growth Opportunities in the Global Contact Center Systems ...

The 2018-2023 World Outlook for Call Center Services

  • $ 995
  • Industry report
  • April 2017
  • by ICON Group

This study covers the world outlook for call center services across more than 190 countries. For each year reported, estimates are given for the latent demand, or potential industry earnings (P.I.E.), ...

Call Centres in the UK - Industry Market Research Report

  • $ 680
  • Industry report
  • April 2017
  • by Ibisworld

Dialling down: Revenue growth is expected to slow in the face of an uncertain economic environment Call Centres in the UK Call centres provide in- and outbound telecommunication services to improve client ...


Reportlinker.com © Copyright 2017. All rights reserved.

ReportLinker simplifies how Analysts and Decision Makers get industry data for their business.