September 26, 2014
The cloud is an attractive option for the contact center market, as it allows companies to expand their horizons without investing the necessary funds to support the construction of a physical facility. Virtual agents can become a reality, and scaling to accommodate even complex programs is a simple process when the platform isn’t hosted on-site.
This market is so popular that it continues to experience strong growth. Companies have access to services such as queuing, call routing, recording, data integration, chat, quality monitoring, workforce optimization, workforce management, call center scheduling, and even real-time decision making.
Control is one of the issues that has deterred many companies from adopting a cloud-based contact center, but visibility into the platform can actually be improved. For example, a number of providers offer a widget-based dashboard that is interactive, tab-based, and enables communication between supervisors and agents, regardless of their location. All users can easily access and share reports through a web browser, and all call-related data is readily stored for later access.
Robust cloud-based solutions also make it easy to integrate with customer data, ensuring that all customers receive a [...]. Fierce competition is driving companies across the industry to seek ways to personalize the customer experience and improve customer satisfaction. This tight integration also enables agent monitoring, detailed reporting, easy upgrades, and improved data flow across integrated applications.
A new industry report, “Cloud-Based Contact Center Market by Solution (IVR, ACD, CTI ( – ), APO, Dialers, Analytics & Reporting), & by Application (Chat Quality Monitoring, Real-Time Decision Making, Workforce Optimization) — Worldwide Forecasts and Analysis (2014–2019),” provides insight into the market as a whole so that industry leaders and new entrants can obtain the information they need to succeed.
The report segments the market into services and solutions, enabling a more comprehensive analysis. It also provides close estimates of revenue figures for the broader market and its associated submarkets. The figures are broken down by industry, deployment type, applications, and regions.
Industry players can also gain a better understanding of the competition and gain more insights to better position their business overall. A summary of the competitive landscape explores the ecosystem of competitors in this sector and the roles they play. The top 10 players are examined in greater detail, with in-depth profiles provided.
Finally, industry players can use the report to better understand overall growth, both actual and projected. This includes an analysis of market drivers, challenges, constraints, and opportunities. Whether you’re already in the market or looking to expand into this area, the competition is fierce, but the opportunities are great.
