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2014 North America Hosted/Cloud Contact Center Buyers Guide : Selecting the Right Cloud Solution Provider for Your Contact Center

  • December 2014
  • 84 pages
  • Frost & Sullivan
Report ID: 2568510

Summary

Table of Contents

Purpose

This study is divided into two sections.
Section 1 provides analyst commentary on the most important market forces affecting contact center system trends for 2014. This is based on extensive primary and secondary research. Given the maturity of the North American market, Frost & Sullivan expects that these trends will extend well into 2017.
Section 2 highlights the top-performing contact center system providers (as measured specifically by their North America revenues). The purpose is to provide enterprise organizations with a fundamental assessment of these providers and their capabilities in a single report. Each of these companies strives to deliver excellent customer care, and many have unique solutions. Solution providers are listed in alphabetical order.

Introduction

Frost & Sullivan projects that the hosted/cloud contact center market in North America will have a compound annual growth rate (CAGR) of % from 2013 to 2018. The cloud contact center systems market surpassed the on-premise contact center systems market for the first time in 2013, and is poised to exceed $ billion by the end of 2014.
Scalability, flexibility, and the ease with which companies can add or try new applications are just a few of the reasons that the hosted market has become so compelling. Many legacy contact center system providers have added hosted and hybrid offerings to their repertoire, adding more choice but also more confusion to the vendor landscape.

Movement to Omni-channel Engagement

The proliferation of channels and devices that consumers now have at their fingertips is creating an operational challenge for all contact centers. Mobile, engaged, and “always-on” are just some of the terms used to describe today’s consumers. While they still call, increasingly their preference is to self-serve first and research online and through their peers before they engage or re-engage with a business. Increasingly, customers in 2014 expect personalized interactions and engagement on the channel of their choice, yet will “channel hop”—moving between voice, text, mobile apps, chat, blogs, streaming video, community forums, and social media—often using three or more simultaneously.

Frost & Sullivan’s 2014 Customer Survey: Enterprise Priorities in North America, Multi-channel Customer Contact, surveyed 305 contact center and customer care decision makers as to their future contact center plans. Survey results show that the highest growth is projected for new customer contact channels. The highest growth rate is for social media customer interactions, followed by mobile customer care apps, and Web self-service. Chat and video continued to be growth areas as well.

Clearly, multi-channel adoption is on a steep trajectory, driven by the growing use of social and mobile channels. In the process, more traditional channels, such as interactive voice response (IVR), chat, and the Web are getting facelifts. Channel functionality is increasing such that customers can more easily enter and move between channels, and have context and history move with them. Moreover, more information is being integrated through cross-channel analytics. Frost & Sullivan calls this the omni-channel experience. In essence, while new customer interaction channels are accelerating the adoption of multi-channel contact center routing, the contact center industry is moving toward an omni-channel experience in which cross-channel customer engagement—including face-to-face interactions at brick-and-mortar locations—is seamless. Even so, challenges remain when it comes to true channel integration.

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