Decision Matrix: selecting a hosted contact center service in the US

NEW YORK, Nov. 8, 2010 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:

Decision Matrix: selecting a hosted contact center service in the US

http://www.reportlinker.com/p0204811/Decision-Matrix-selecting-a-hosted-contact-center-service-in-the-US.html

This report explores the competitive dynamics within the multi-tenant hosted contact center service market in the US, and helps businesses select a vendor based on its technology strength, reputation among customers, and impact on the market. Ovum provides a complete view of vendor capabilities and advises on those that businesses should explore, consider and – most importantly – shortlist.

Executive SUMMARY

In a nutshell

Ovum view

Market developments

Hosted versus premises-based contact centers

Not just economic advantages

Three customer categories

Three service provider categories

Innovation comes through pricing models

Multi-tenant hosted moves quickly upstream

Virtualization: work-at-home, branches, and multiple centers

Objections to hosted remain

Decision Matrix

The hosted contact center service Decision Matrix

Market leaders: Verizon, LiveOps, inContact

The challengers: Convergys, Transera, Contactual, Five9

The prospect: LiveOps

Market leaders

The leaders' radars

Market leaders: technology assessment

Market leaders: end-user sentiment

Market leaders: market impact

Vendor analysis

Contactual: hosted contact center services radars

Recommendation: consider

Convergys: hosted contact center services radars

Recommendation: consider

Five9: hosted contact center services radars

Recommendation: consider

inContact: hosted contact center services radars

Recommendation: shortlist

LiveOps: hosted contact center services radars

Recommendation: shortlist (SMEs); explore (large enterprise)

Transera: hosted contact center services radars

Recommendation: consider

Verizon: hosted contact center services radars

Recommendation: shortlist

Other notable hosted contact center services providers

AT&T

Qwest

West

Working Solutions

SUMMARY

Appendix

Further reading

Definitions

SUMMARY scores

Ovum ratings

Extended methodology

Technology assessment

End-user sentiment

Market impact

Sources

List of Tables

Table 1: Hosted contact center services in the US Decision Matrix

Table 2: Hosted contact center services in the US Decision Matrix: vendor scores SUMMARY

List of Figures

Figure 1: Evolution and size bands of hosted contact center services in the US

Figure 2: Hosted contact center services in the US Decision Matrix

Figure 3: Market leaders analysis: technology assessment

Figure 4: Market leaders analysis: end-user sentiment

Figure 5: Market leaders analysis: market impact

Figure 6: Contactual radars

Figure 7: Convergys radars

Figure 8: Five9 radars

Figure 9: inContact radars

Figure 10: LiveOps radars

Figure 11: Transera radars

Figure 12: Verizon radars

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