North American Hosted Contact Center Market 

  • August 2012
  • -
  • Frost & Sullivan
  • -
  • 125 pages

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

Table of Contents

C h a p t e r 1
Hosted Contact Center Applications
Summary of Findings 1-1
Introduction 1-1
Scope and Methodology 1-3
Market Definitions 1-3
Hosted Contact Center 1-3
Revenue Definitions 1-4
Market Trends 1-5
Balancing Cost and Customer Experience 1-5
IT Cost Control Focus 1-5
Demand Shift: Full-suite Contact Center Solutions 1-6
Growing Focus on Mid-sized and Large Enterprise Markets 1-6
Security and Reliability Requirements Become Critical 1-7
Start Small and Grow -To a Point 1-8
Demand Shift: Premise to Hosted 1-8
Go-to-Market Partnership Growth 1-9
Changing Buying Decision Focus 1-10
Market Engineering Measurements 1-10
Market Drivers 1-12
Market Restraints 1-13
Market Size and Forecast 1-14
Revenue Forecast for Hosted IVR 1-14
Revenue Forecast for Hosted ACD 1-16
Revenue Forecast for Hosted Outbound Customer Contact 1-17
Revenue Forecast for Hosted Customer Chat 1-19
Revenue Forecast for Hosted APO Applications 1-21
Revenue Forecast for Hosted Contact Center Market 1-23
Market Shares 1-25
Market Shares for Hosted IVR 1-25
Highlights 1-26
Market Shares for Hosted ACD 1-29
Highlights: 1-29
Market Shares for Hosted Outbound Customer Contact 1-32
Highlights 1-32
Market Shares for Hosted Customer Chat 1-35
Highlights: 1-35
Market Shares for Hosted APO Applications 1-38
Highlights: 1-38
Market Shares for Hosted Contact Center Market 1-41
Highlights: 1-41
Vendor Profiles 1-45
Vendors A-L 1-45
8x8 1-45
Product Highlights 1-48
Market Highlights 1-49
[24]/7 1-49
Product Highlights 1-50
Market Highlights 1-51
Aastra 1-51
Product Highlights 1-51
ac2 Solutions 1-52
Product Highlights 1-52
Market Highlights 1-52
Adeptra 1-53
Product Highlights 1-53
Market Highlights 1-54
Advantone 1-54
Product Highlights 1-54
Market Highlights 1-54
Angel 1-55
Product Highlights 1-55
Market Highlights 1-55
Aspect 1-56
Product Highlights 1-56
Market Highlights 1-56
Bell Canada 1-57
Product Highlights 1-57
Market Highlights 1-58
CallMiner 1-58
Product Highlights 1-58
Market Highlights 1-59
CenturyLink 1-60
Product Highlights 1-60
Market Highlights 1-61
Contact Solutions 1-61
Product Highlights 1-61
Market Highlights 1-62
Convergys 1-62
Product Highlights 1-62
Market Highlights 1-63
Conversive 1-64
Product Highlights 1-64
CSG Interactive Messaging 1-64
Product Highlights 1-65
Market Highlights 1-65
Echopass 1-66
Product Highlights 1-66
Market Highlights 1-67
Five9 1-67
Product Highlights 1-67
Market Highlights 1-68
HyperQuality 1-68
Product Highlights 1-68
Market Highlights 1-69
inContact 1-69
Product Highlights 1-69
Market Highlights 1-70
Injixo 1-71
Product Highlights 1-71
Market Highlights 1-72
Intelliverse 1-72
Product Highlights 1-72
Market Highlights 1-73
Interactive Intelligence 1-73
Product Highlights 1-73
Market Highlights 1-74
LiveOps 1-75
Product Highlights 1-75
Market Highlights 1-76
LivePerson 1-76
Product Highlights 1-77
Market Highlights 1-78
LiveVox 1-78
Product Highlights 1-78
Market Highlights 1-79
Vendor Profiles M-Z 1-79
Nexidia 1-79
Product Highlights 1-79
Market Highlights 1-80
NICE Systems 1-81
Product Highlights 1-81
Noble Systems 1-81
Product Highlights 1-82
Market Highlights 1-83
Nuance 1-83
Product Highlights 1-83
Market Highlights 1-84
OAISYS 1-85
Product Highlights 1-85
Market Highlights 1-86
PanTerra Networks 1-86
Product Highlights 1-86
Promero 1-87
Product Highlights 1-87
Market Highlights 1-88
Salesforce.com 1-88
Product Highlights 1-88
Market Highlights 1-89
SoundBite Communications 1-89
Product Highlights 1-90
Market Highlights 1-90
Sykes 1-91
Product Highlights 1-91
Teleperformance 1-92
Product Highlights 1-92
Market Highlights 1-93
TeleTech 1-93
Product Highlights 1-93
Market Highlights 1-95
Transera 1-95
Product Highlights 1-95
Market Highlights 1-96
USAN 1-96
Product Highlights 1-96
UTOPY 1-97
Product Highlights 1-97
Market Highlights 1-98
Vantage Communications 1-98
Product Highlights 1-98
Varolii 1-99
Product Highlights 1-99
Market Highlights 1-100
Verint 1-101
Product Highlights 1-101
Verizon 1-102
Product Highlights 1-102
Market Highlights 1-103
VoltDelta 1-103
Product Highlights 1-103
Market Highlights 1-104
Voxeo 1-104
Product Highlights 1-105
Market Highlights 1-105
West Interactive 1-106
Product Highlights 1-106
Market Highlights 1-107
Workface 1-107
Product Highlights 1-107
Market Highlights 1-108
Working Solutions 1-108
Product Highlights 1-109
Market Highlights 1-109
Strategic Recommendations 1-110
Strategic Considerations for Large Enterprises 1-110
Strategic Considerations for SMBs 1-112

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