The cloud has become the preferred delivery model for contact center solutions. Companies large and small are taking advantage of the market-changing innovation and automation that the cloud-based solutions provide. On-premise solutions will continue to be available, but a hybrid approach that combines cloud and on-premise applications are enabling companies to migrate gradually to the cloud.
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A Strong and Innovative Sector with Sustained Growth and Momentum
CBCCI offerings have reached functional parity with their on-premise counterparts, and companies of all sizes are benefitting from the advanced capabilities of cloud-based solutions. The innovations in the current generation of solutions include vastly improved user interfaces and experiences (UIs and UXs), agent desktops, enhanced routing capabilities, new key performance indicators (KPIs), and better analytics and reporting. The CBCCI vendors are offering out-of-the-box interfaces to make it easier to integrate cloud-based solutions with all types of contact center applications. They have also started to push a “digital-first” agenda by delivering omnichannel solutions to address customer demands in an increasingly digital economy. AI is being incorporated into the new generation of solutions as a foundational layer, through acquisitions, or via partnerships with vendors offering sophisticated AI capabilities.
The CBCCI market is performing well and continuing to pick up momentum: Sales of CBCCI solutions are coming from replacements of on-premise solutions, switching from one CBCCI provider to another, and small and mid-size enterprises (SMEs) purchasing their first contact center systems. Growing demand is being driven by the classic CBCCI benefits as well as new features being delivered by the vendors who are striving to differentiate themselves in a crowded market. The number of CBCCI seats in the market grew by 20.1% between 2017 and 2018 (as of July 31, 2019). The publisher expects the number of CBCCI seats to increase by 23% in 2019 and 2020, by 21% in 2021 and 2022, and by 20% in 2023.
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The Leading Resource for the CBCCI Market
The report provides the most thorough, authoritative analysis of this explosive market. The report examines the competitive landscape as well as the business, market and technology trends and drivers that are shaping the cloud-based contact center infrastructure (CBCCI) sector. The 2019-2020 edition analyzes the servicing, business and management trends and innovations that are transforming the way enterprises are interacting with customers, prospects and employees. It provides detailed information about the offerings, as well as market share, projections, adoption rates, benefits, return on investment (ROI), pricing, and implementation best practices. The report also presents the results of a comprehensive customer survey that measures satisfaction with the vendors and their product offerings.
The report features 9 leading and contending vendors: 8×8, Cisco, Content Guru, Five9, Genesys, NICE inContact, Serenova, Sharpen and Twilio. Vonage, who acquired NewVoiceMedia in November 2018, is covered at a high level. The report also includes a comprehensive Vendor Directory that lists providers of cloud-based contact center infrastructure systems and applications for contact centers and customer service organizations worldwide.
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