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1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. Contact Center Technology Market Overview
4.1 Contact Center Technology Market
4.2 Hosted Contact Center Revenue Analysis for
4.3 Adoption Rate for Hosted Contact Center Applications
5. Hosted Contact Center Infrastructure Solutions
5.1 Functional Components
5.2 High-Level Functional Comparison
5.3 High-Level Technology/Capabilities
6. State of the Hosted Contact Center Infrastructure Market
6.1 Trends
6.2 Challenges
6.3 Impact of the Recession
7. Hosted Contact Center Competitive Landscape
7.1 Vendor Categories
7.2 Impact of Hosting on Premise-Based Providers
8. Vendor Snapshots
8.1 Vendor Strategy and Positioning
8.2 Vendor Offerings
8.3 Small/Mid-Sized Offerings
8.4 Vendor Differentiators and Sweet Spots
9. Service Delivery Models
9.1 Vendor Definitions of Hosting and Managed Service
9.2 DMG Service Delivery Definitions
10. Benefits of Hosted Contact Center Solutions
10.1 Value Proposition
10.2 Return on Investment
10.3 Pros and Cons of Hosting Contact Center Infrastructure Solutions
11. Hosted Contact Center Infrastructure Market Share Analysis
12. Market Projections
13. Pricing
13.1 Hosted Contact Center Pricing Ranges
13.2 Vendor Pricing
14. Detailed Functional Analysis
14.1 Automatic Call Distributor
14.2 Computer Telephony Integration
14.3 Interactive Voice Response
14.4 Dialing Functionality
14.5 CRM/Servicing Capabilities
14.6 Workforce Management
14.7 Quality Management
14.8 Call and Screen Capture/Recording and Replay
14.9 Contact Center Performance Management
14.10 Surveying
14.11 Speech Analytics
15. Hosted Contact Center Vendor Satisfaction Analysis
16. Hosted Contact Center Technology Analysis
16.1 Detailed Technical Analysis
16.2 Multi-Tenancy
16.3 Virtualization
16.4 Internet Protocol
16.5 Back-Up and Contingency
16.6 Security
17. Professional Services
18. Training
19. Vendor Implementation Analysis
19.1 Vendor Implementation Best Practices
19.2 Service Level Agreements
20. Hosted Contact Center Vendor Company Reports
20.1 BT Global Services
20.2 Contactual
20.3 Echopass
20.4 inContact
20.5 LiveOps
20.6 USAN
Appendix A: Hosted Contact Center Vendor Directory
Table of Figures
Figure 1: Contact Center Infrastructure and Applications
Figure 2: Top 18 Contact Center Applications
Figure 3: 2008 Total Contact Center Revenue, Worldwide ($ in Millions)
Figure 4: 2008 Total Contact Center Revenue, North America ($ in Millions)
Figure 5: 2008 Worldwide Contact Center Hosting Analysis by Product
Figure 6: Hosted Contact Center Functional Components
Figure 7: High-Level Functional Summary
Figure 8: High-Level Technical Summary
Figure 9: Trends in the Hosted Contact Center Infrastructure Market
Figure 10: Challenges in the Hosted Contact Center Infrastructure Market
Figure 11: Company Information
Figure 12: Company Strategy
Figure 13: Product Summary
Figure 14: Product Modules
Figure 15: Small/Mid-Sized (SMB) Offering
Figure 16: Differentiators and Sweet Spot
Figure 17: Service Delivery Analysis
Figure 18: Service Delivery Model
Figure 19: Vendor Definitions of Hosted and Managed Service
Figure 20: Service Delivery Options
Figure 21: Hosted Contact Center Infrastructure Value Proposition
Figure 22: ROI
Figure 23: 2008 Hosted Contact Center Market Share Analysis, by Seats
Figure 24: 2008 Hosted Contact Center Infrastructure Market Share Analysis by Seats
Figure 25: Hosted Contact Center Market Share Analysis by Vendor, as of 12/31/2008
Figure 26: 2007 vs. 2008 Comparison of Hosted Contact Infrastructure
Implementations, by Vendor
Figure 27: Market Activity, as of 12/31/08
Figure 28: Hosted CC Infrastructure Projections by ACD Seats, 2009 - 2011
Figure 29: Vendor Pricing Analysis
Figure 30: Pricing Ranges 50 Seat System
Figure 31: Pricing Ranges 250 Seat System
Figure 32: Pricing: 50-Seat Contact Center
Figure 33: Pricing: 250-Seat Contact Center
Figure 34: ACD
Figure 35: CTI
Figure 36: IVR/Voice Portal
Figure 37: Proactive Customer Care
Figure 38: Dialers
Figure 39: CRM Applications
Figure 40: Workforce Management
Figure 41: Quality Management
Figure 42: Call Recording
Figure 43: Contact Center Performance Management
Figure 44: Surveying
Figure 45: Speech Analytics
Figure 46: Customer Survey Rating Categories
Figure 47: Average Satisfaction Rating by Category
Figure 48: Product Satisfaction Ratings by Customer
Figure 49: Implementation Satisfaction Ratings by Customer
Figure 50: Service and Maintenance Satisfaction Ratings by Customer
Figure 51: Training Satisfaction Ratings by Customer
Figure 52: Professional Services Satisfaction Ratings by Customer
Figure 53: Overall Vendor Satisfaction Ratings by Customer
Figure 54: Detailed Technical Analysis
Figure 55: Multi-Tenancy
Figure 56: Virtualization
Figure 57: IP
Figure 58: Data Center, Back-up and Contingency
Figure 59: Security
Figure 60: Professional Services
Figure 61: Training
Figure 62: Implementation Analysis
Figure 63: Implementation Best Practices
Figure 64: Service Level Agreements (SLAs)
Additional Formats for this Table of Contents
The Abstract and Table of Contents are also available in PDF format.
Order Information
To order a copy of the 2009 Hosted Contact Center Infrastructure Market Report, contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. You may also purchase the report online.
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