[November 09, 2015]

Research and Markets: 2015-2016 Cloud-Based Contact Center Infrastructure Market Report

Research and Markets (http://www.researchandmarkets.com/research/mgs2zj/20152016) has announced the addition of the "2015-2016 Cloud-Based Contact Center Infrastructure Market Report" report to their offering.

The 2015 - 2016 Cloud-Based Contact Center Infrastructure Market Report covers 11 vendors, 10 in-depth and one at a high level. The vendors covered in-depth are: 3CLogic (News - Alert), 8x8, Connect First, Content Guru, Five9, inContact, Intelecom, Interactive Intelligence, LiveOps and NewVoiceMedia. Even though they meet many of the Report participation criteria, Enghouse (News - Alert) is covered at a higher level, due to their business model.

The inclusion of market-leading vendors as well as contenders gives readers an appreciation of the range of cloud-based contact center infrastructure offerings, along with each vendor's strengths, weaknesses, opportunities and pricing. The Report also includes a comprehensive Vendor Directory that lists all known providers of cloud-based systems and applications for contact centers and customer service organizations.

Report Highlights:

- Cloud-based contact center infrastructure has hit its stride on a global basis: The market continues to be strong and growing in North America and Western Europe, particularly in the UK.Germany, Japan, China, and the Philippines are also showing strong interest in cloud-based contact center infrastructure solutions.

- The past 12 months have been the best in the history of this sector: The number of cloud-based contact center infrastructure seats rose 49.9% over the last year, from 1,302,788 to 1,953,249.

- A vast competitive landscape: With an estimated 150+ competitors vying for business world-wide, the cloud-based contact center infrastructure sector is a buyer's market, although we expect consolidation to begin during the next 2 years.

Key Topics Covered:

1. Executive Summary

2. Introduction

3. Consulting Research Methodology

4. Service Delivery Models for Cloud-Based Contact Center Infrastructure Solutions

5. Cloud-based Contact Center Infrastructure Overview

6. Cloud-Based Contact Center Infrastructure Trends and Challenges

7. Cloud-Based Contact Center Infrastructure Market Innovation

8. WFO Capabilities in Cloud-Based Contact Center Infrastructure Solutions

9. Contact Center Infrastructure Reporting Requirements

10. Multi-Channel Customer Engagement

11. The Emergence of Customer Journey Analytics

12. Outbound Engagement Strategies and Compliance Features

13. Payment Card Industry Data Security Standard Requirements for Contact Centers

14. Cloud-Based Contact Center Infrastructure Market Activity Analysis

15. Cloud-Based Contact Center Infrastructure Market Projections

16. Adoption of Cloud-Based Contact Center Infrastructure Solutions

17. Cloud-Based Contact Center Infrastructure Competitive Landscape

18. Cloud-Based Contact Center Infrastructure Vendors and Solutions

19. Implementation Analysis

20. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis

21. Pricing

22. Company Reports

- 3CLogic

- 8x8 (News - Alert)

- Connect First Inc.

- Content Guru

- Enghouse Interactive

- Five9, Inc.

- inContact, Inc.

- Intelecom Group AS

- Interactive Intelligence (News - Alert), Inc.

- LiveOps, Inc.

- NewVoiceMedia

For more information visit http://www.researchandmarkets.com/research/mgs2zj/20152016

View source version on businesswire.com: http://www.businesswire.com/news/home/20151109005869/en/

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