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DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report

12-02-2020 03:16 PM CET | IT, New Media & Software

Press release from: DMG Consulting LLC

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services

What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report

When: Today, 2 December, 2020

Where: Available at the DMG Consulting online store

Background:

DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report. This year’s Report discusses the impact of the coronavirus pandemic on the short- and long-term future of this increasingly important sector. It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents.

The pandemic has positively impacted the cloud-based contact center infrastructure (CBCCI), also known as contact center as a service (CCaaS), market. This highly competitive sector was doing very well before the onset of COVID-19, and the pandemic has fueled even more rapid growth. Companies that had CCaaS solutions in place at the outset of the pandemic were better prepared than their on-premise counterparts to move employees out of the office and into the safety of their homes. Companies worldwide, many of which were planning to transition to a CCaaS solution from their on-premise infrastructure (automatic call distributor (ACD) or dialer), have accelerated their move to the cloud by anywhere from 2 – 6 years, a remarkable rate for the traditionally staid contact center technology market.

Among the lessons learned from the pandemic is that the work-at-home business model is here to stay. “Post-pandemic, many enterprises will likely keep some or all of their employees working remotely, said Donna Fluss, President of DMG Consulting. “Contact centers are, in fact, better positioned than most departments to have their employees work remotely, because of the many applications and tools available to oversee and manage their workers, regardless of their location.” Interaction (speech and text) analytics can empower contact center agents with the information and context they need to handle inquiries, and also identify trends and challenges for the entire enterprise. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day. Quality management (QM) and analytics-enabled quality management (AQM) can identify training and coaching opportunities, and mobile-enabled workforce management (WFM) solutions help keep track of employees and allow agents to adjust their working hours, regardless of where they are located.

The CCaaS market experienced a rapid adoption rate during the past decade. In 2010, DMG reported that the number of CCaaS seats was 483,875 out of an estimated 14 million worldwide contact center infrastructure seats, an adoption rate of 3.5%. As of the end of July 2020, the CCaaS adoption rate was 19.9%; of the estimated 19,427,055 worldwide contact center infrastructure seats, 3,869,897 were in the cloud, although not all of these were public cloud seats. (DMG depends on third-party sources for the number of worldwide contact center seats.) DMG believes that the adoption rate of CBCCI solutions may increase another 2% – 4% by the end of the calendar year, and 2021 is expected to be a record year for this market.

The 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report explores the competitive landscape, market share, projections and adoption rates, and the business, market and technological trends that are driving the rapid growth of this essential segment. It features 9 leading and contending vendors: 8x8, Aspect, Cisco, Edify, Five9, NICE inContact, Puzzel, Twilio and Vonage. The report gives contact center, IT and enterprise leaders in companies of all sizes the vendor, product, functional, technical and pricing information they need to select the right cloud-based contact center infrastructure solution for their organization.

To learn more about the 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report, visit the site, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit www.dmgconsult.com.

6 Crestwood Drive
West Orange, NJ 07052
Contact: Deborah Navarra
DMG Consulting LLC
516-628-1098
deborah.navarra@dmgconsult.com

About DMG Consulting LLC

DMG Consulting LLC advises enterprises, vendors and the financial community on all aspects of acquiring, operating, optimizing, developing and investing in the customer experience (CX) and its enabling technologies. A leader in vendor-agnostic research and consulting, DMG is the only firm whose expertise spans operations and technology. Its annual in-depth reports on contact center and back-office industry sectors, including contact center as a service (CCaaS), digital customer service, intelligent virtual agents, interaction analytics, robotic process automation (RPA), workforce optimization (WFO) and more, yield the accurate market sizing, trend identification, growth predictions, functional capabilities and pricing that DMG’s global clients rely on to make critical business decisions. Learn more at www.dmgconsult.com.

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