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DMG Consulting Releases 2020 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report

05-06-2021 04:02 PM CET | IT, New Media & Software

Press release from: DMG Consulting LLC

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

What: Releases 2020 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report

When: Today, 6 May 2021

Where: Available at the DMG Consulting online store

Background:

DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services, today released the 2020 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report. DMG’s inaugural edition of this Report analyzes the thriving worldwide cloud-based contact center infrastructure (CBCCI) IT sector, which includes contact-center-as-a-service (CCaaS) and hosted offerings. The Report is a principal resource for vendors, investors and members of the financial community who want to understand the competitive landscape and its dynamics, market share by revenue and seats, geographical breakdown, and current and projected total addressable market (TAM) of the CBCCI market.

The cloud-based contact center infrastructure market is growing at a rapid pace, experiencing a double-digit rate of growth in seats, revenue and adoption. Much of this growth has been driven by the CBCCI vendors’ significant investments in research and development (R&D) and the resulting innovations that have made these solutions secure and easier to implement and use. The pandemic of the last year has accelerated the growth of the CBCCI market, as companies looked to these solutions to provide the agility they needed to respond to customer inquiries and requests from any location – remote or on-site – and to improve the customer experience (CX).

The future of contact center solutions is in the cloud. The functional capabilities of CBCCI solutions have, in many cases, surpassed those of their on-premise counterparts. The introduction of artificial intelligence (AI) and machine learning (ML), along with predictive analytics, has enabled organizations to use these solutions to deliver on their top-ranked goal of enhancing the CX. The strong momentum in the CBCCI market is also being driven by the sale of replacements for many premise-based solutions. The increasingly digital-first mindset of many end-user organizations will further drive adoption of cloud-based infrastructure. “The current generation of CBCCI solutions gives companies the agility to deliver an outstanding customer experience in a digitally transforming world,” said Donna Fluss, President of DMG Consulting. “A growing percentage of CBCCI seat growth in 2020 is attributable to digital seats.”

DMG expects the CBCCI market to continue to gain momentum during the next 5 – 10 years. DMG estimates that the adoption rate of cloud-based contact center infrastructure was 17% as of the end of 2020, which leaves a highly opportunistic, massive addressable market for the vendors to pursue. The Report provides two sets of predictions for the future adoption rate in the CBCCI market and its TAM, one fairly conservative and the other more aggressive.

The 2020 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report analyzes the performance of 21 CBCCI vendors, including the 10 market leaders and 11 contenders. These vendors include: 8×8, Amazon Connect, Aspect, Bright Pattern, BT, Cisco, Content Guru, Enghouse, Five9, Genesys, Lifesize, NICE inContact, Noble, Odigo, Puzzel, RingCentral, Salesforce, TTEC, Twilio, Verizon and Vonage. The Report complements DMG’s annual Cloud-Based Contact Center Infrastructure Product and Market Report, which reviews vendors, technology, trends and challenges, pricing, and more.

To learn more about the 2020 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report, view the Report abstract or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit www.dmgconsult.com.

DMG Consulting LLC
6 Crestwood Drive
West Orange, NJ 00752

About DMG Consulting LLC

DMG Consulting LLC advises enterprises, vendors and the financial community on all aspects of building, acquiring, operating, optimizing and investing in contact centers, to enhance their enabling technologies and the customer experience (CX). A leader in vendor-agnostic research and consulting, DMG is the only firm whose expertise spans operations and technology. DMG is the primary source for market activity and revenue data and analysis for contact center IT segments. It publishes annual in-depth reports on contact center and back-office industry sectors, including cloud-based contact center infrastructure (contact center as a service, CCaaS), digital customer service, intelligent virtual agents, interaction analytics, robotic process automation (RPA), workforce management (WFM), workforce optimization (WFO) and more. These reports provide the accurate market share, trend identification, growth predictions, functional capabilities and pricing information DMG’s global clients rely on to make critical business decisions. Learn more at dmgconsult.com.
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