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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.

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