![](\"http:\/\/images.tmcnet.com\/headshots\/2012\/tmcnet.jpg\")
<\/div>\n<\/div>\nUn rapport r\u00e9cent du g\u00e9ant de la recherche Frost & Sullivan (F&S) a montr\u00e9 que le chiffre d'affaires total g\u00e9n\u00e9r\u00e9 par les solutions de centres de contact h\u00e9berg\u00e9es\/dans le cloud en Am\u00e9rique du Nord a d\u00e9j\u00e0 d\u00e9pass\u00e9 celui des produits sur site en termes de d\u00e9penses annuelles pour cette ann\u00e9e. C'est une bonne nouvelle pour les acteurs du secteur des centres de contact dans le cloud, mais il reste encore du travail \u00e0 accomplir.<\/p>\n
\u201c En termes de p\u00e9n\u00e9tration du parc install\u00e9, les syst\u00e8mes de centre de contact sur site ont encore un avantage sur les solutions h\u00e9berg\u00e9es, ce qui repr\u00e9sente une opportunit\u00e9 consid\u00e9rable pour la croissance du march\u00e9 de ces derni\u00e8res \u201d, a soulign\u00e9 F&S dans un communiqu\u00e9.<\/p>\n
La demande d'applications cloud de pointe sera particuli\u00e8rement forte sur le march\u00e9 des moyennes et grandes entreprises, o\u00f9 celles-ci chercheront \u00e0 se doter de nouvelles fonctionnalit\u00e9s et de fonctionnalit\u00e9s compl\u00e9mentaires sous forme de services cloud, tout en conservant certains de leurs syst\u00e8mes cl\u00e9s sur site, a indiqu\u00e9 F&S.<\/p>\n
Selon les chercheurs, le rapport sur les centres de contact h\u00e9berg\u00e9s\/dans le cloud en Am\u00e9rique du Nord r\u00e9v\u00e8le que le march\u00e9 a g\u00e9n\u00e9r\u00e9 un chiffre d\u2019affaires de $2,17 milliards en 2014 et devrait atteindre $3,66 milliards d\u2019ici 2019. Le mod\u00e8le h\u00e9berg\u00e9\/cloud, qui comprend des applications de pointe et une suite compl\u00e8te de solutions de r\u00e9ponse vocale interactive (IVR), de r\u00e9partition automatique des appels (ACD), de chat, d\u2019appels sortants et d\u2019optimisation des performances des agents (APO), s\u2019est impos\u00e9 comme le mod\u00e8le de d\u00e9ploiement privil\u00e9gi\u00e9 pour les applications de centres de contact. Si l'IVR h\u00e9berg\u00e9 continuera de repr\u00e9senter la plus grande part de chiffre d'affaires sur ce march\u00e9 tout au long de la p\u00e9riode de pr\u00e9vision, l'ACD h\u00e9berg\u00e9, le chat h\u00e9berg\u00e9 et l'APO h\u00e9berg\u00e9 afficheront des taux de croissance nettement plus \u00e9lev\u00e9s.<\/p>\n
\u201c Les centres de contact de petite et moyenne taille manifestent une nette pr\u00e9f\u00e9rence pour les solutions compl\u00e8tes de centre de contact dans le cloud afin de r\u00e9duire les co\u00fbts et la complexit\u00e9 de l'int\u00e9gration, \u00e0 mesure qu'ils migrent davantage d'applications vers le cloud \u201d, a observ\u00e9 Frost & Sullivan (Actualit\u00e9s<\/a> \u2013 Alerte<\/a>) Nancy Jamison, analyste principale chez Contact Centers. \u201c Cependant, avec plus de 60 fournisseurs proposant toute une gamme de solutions de pointe, de suites logicielles et de solutions ponctuelles, les clients se sentent souvent submerg\u00e9s par la multitude de choix. \u201d<\/p>\n Le rapport conclut qu'en raison de la concurrence croissante entre les fournisseurs exclusivement sp\u00e9cialis\u00e9s dans le cloud pour gagner des parts de march\u00e9 et face \u00e0 la concurrence des fournisseurs de solutions sur site, les op\u00e9rateurs t\u00e9l\u00e9coms et les prestataires de services externalis\u00e9s ont intensifi\u00e9 leurs efforts de marketing et de vente afin de rester comp\u00e9titifs sur ce march\u00e9.<\/p>","protected":false},"excerpt":{"rendered":" December 17, 2015 A recent report from research giant Frost and Sullivan (F&S) has shown that total revenues from hosted\/cloud contact center solutions in North America have already surpassed on-premises product revenue in terms of annual spend for this year. That’s good news for those in the cloud contact center space, but there is still […]<\/p>\n","protected":false},"author":1,"featured_media":1261,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1872","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1872","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/comments?post=1872"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1872\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/media?parent=1872"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1872"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1872"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}