North American Hosted Contact Center Markets

Published: October 2011


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.

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Table of Contents

1. Hosted Contact Center Applications

Summary of Findings
Introduction
Scope and Methodology
Market Definitions
Market Trends
Market Engineering Measurements
Market Drivers
Market Restraints
Market Size and Forecast
Revenue Forecast for Hosted IVR
Revenue Forecast for Hosted ACD
Revenue Forecast for Hosted Outbound Customer Contact
Revenue Forecast for Hosted Customer Chat
Revenue Forecast for Hosted APO Applications
Revenue Forecast for Hosted Contact Center Market
Market Shares
Market Shares for Hosted IVR
Market Shares for Hosted ACD
Market Shares for Hosted Outbound Customer Contact
Market Shares for Hosted Customer Chat
Market Shares for Hosted APO Applications
Market Shares for Hosted Contact Center Market
Vendor Profiles A - L
Services Offered by Hosted Contact Center Service Providers
Aastra
Angel
AT&T
Contact Solutions
Contactual
Conversive
CSG Systems
Echopass
Five9
Hyperquality
inContact
Interactive Intelligence
LiveOps
LivePerson
LiveVox
Vendor Profiles M - Z
Microsoft/Tellme
Nexidia
NICE Systems
Noble Systems
Nuance
Soundbite
Teleperformance
TeleTech
Varolii
Verizon Business
VoltDelta
West Interactive
Strategic Recommendations
Strategic Considerations for Large Enterprises
Strategic Considerations for SMB Contact Centers