Cloud-based Contact Centers Choose CCSPs Using Next-generation Technologies

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"In addition to the continual addition of new channels, the hosted/cloud contact center market will be driven by end of lifecycles of existing system platforms, innovative workforce optimization (WFO) tools, and redesigned agent desktops," said Nancy Jamison, Contact Center Principal Analyst at Frost & Sullivan. "Focusing on partnership programs, developer communities, and app stores will enable them to expand their market and technology shares in a fiercely competitive market."

Frost & Sullivan's recent analysis, Growth Opportunities in the North American Contact Center Market, Forecast to 2022, finds that the hosted/cloud contact center market is expected to reach $4.2 billion by 2022, while the contact center systems market is forecasted to attain $1.6 billion in the same timeframe. The report assesses some of the CX trends that will influence customer contact centers. The study outlines the developments in select industries, business models, and technology areas, including inbound contact routing, interactive voice response, outbound dialing, workforce management, call recording, and analytics.

"Owing to the evolving demands for the current workforce, traditional contact center systems suppliers also have begun to acquire advanced capabilities and differentiate their offerings through AI-enhanced workforce engagement management (WEM) and analytics," noted Jamison. "Mobile-first strategies, automated self-service including bots, virtual assistants (VAs), and the modernization of agent/supervisor workspaces are keys to growth."

While catering to their large installed bases of on-premise products, CCSPs also need to position themselves for greenfield growth opportunities. The most successful vendors will:

Growth Opportunities in the North American Contact Center Market, Forecast to 2022 is part of Frost & Sullivan's global Customer Contact Growth Partnership Service program.

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Growth Opportunities in the North American Contact Center Market, Forecast to 2022
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