North American Hosted Contact Center Market

NEW YORK, Aug. 16, 2012 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:

http://www.reportlinker.com/p0955372/North-American-Hosted-Contact-Center-Market .html#utm_source=prnewswire&utm_medium=pr&utm_campaign=Call_Center

This research service covers the state of the North American hosted contact center market. Market segments covered include hosted IVR, hosted ACD, hosted chat, hosted outbound customer contact, and hosted agent performance optimization (APO) applications. The study discusses market trends, drivers and restraints, demand and supply, and strategic considerations. Market size and forecasts are provided for the individual market segments. In addition, an in-depth analysis of the vendor landscape, including vendor market shares, is given, along with the profiles of the leading vendors in the market.

Hosted Contact Center Applications

Summary of Findings 1-1

Introduction 1-1

Scope and Methodology 1-3

Market Definitions 1-3

Hosted Contact Center 1-3

Revenue Definitions 1-4

Market Trends 1-5

Balancing Cost and Customer Experience 1-5

IT Cost Control Focus 1-5

Demand Shift: Full-suite Contact Center Solutions 1-6

Growing Focus on Mid-sized and Large Enterprise Markets 1-6

Security and Reliability Requirements Become Critical 1-7

Start Small and Grow -To a Point 1-8

Demand Shift: Premise to Hosted 1-8

Go-to-Market Partnership Growth 1-9

Changing Buying Decision Focus 1-10

Market Engineering Measurements 1-10

Market Drivers 1-12

Market Restraints 1-13

Market Size and Forecast 1-14

Revenue Forecast for Hosted IVR 1-14

Revenue Forecast for Hosted ACD 1-16

Revenue Forecast for Hosted Outbound Customer Contact 1-17

Revenue Forecast for Hosted Customer Chat 1-19

Revenue Forecast for Hosted APO Applications 1-21

Revenue Forecast for Hosted Contact Center Market 1-23

Market Shares 1-25

Market Shares for Hosted IVR 1-25

Highlights 1-26

Market Shares for Hosted ACD 1-29

Highlights: 1-29

Market Shares for Hosted Outbound Customer Contact 1-32

Highlights 1-32

Market Shares for Hosted Customer Chat 1-35

Highlights: 1-35

Market Shares for Hosted APO Applications 1-38

Highlights: 1-38

Market Shares for Hosted Contact Center Market 1-41

Highlights: 1-41

Vendor Profiles 1-45

Vendors A-L 1-45

8x8 1-45

Product Highlights 1-48

Market Highlights 1-49

[24]/7 1-49

Product Highlights 1-50

Market Highlights 1-51

Aastra 1-51

Product Highlights 1-51

ac2 Solutions 1-52

Product Highlights 1-52

Market Highlights 1-52

Adeptra 1-53

Product Highlights 1-53

Market Highlights 1-54

Advantone 1-54

Product Highlights 1-54

Market Highlights 1-54

Angel 1-55

Product Highlights 1-55

Market Highlights 1-55

Aspect 1-56

Product Highlights 1-56

Market Highlights 1-56

Bell Canada 1-57

Product Highlights 1-57

Market Highlights 1-58

CallMiner 1-58

Product Highlights 1-58

Market Highlights 1-59

CenturyLink 1-60

Product Highlights 1-60

Market Highlights 1-61

Contact Solutions 1-61

Product Highlights 1-61

Market Highlights 1-62

Convergys 1-62

Product Highlights 1-62

Market Highlights 1-63

Conversive 1-64

Product Highlights 1-64

CSG Interactive Messaging 1-64

Product Highlights 1-65

Market Highlights 1-65

Echopass 1-66

Product Highlights 1-66

Market Highlights 1-67

Five9 1-67

Product Highlights 1-67

Market Highlights 1-68

HyperQuality 1-68

Product Highlights 1-68

Market Highlights 1-69

inContact 1-69

Product Highlights 1-69

Market Highlights 1-70

Injixo 1-71

Product Highlights 1-71

Market Highlights 1-72

Intelliverse 1-72

Product Highlights 1-72

Market Highlights 1-73

Interactive Intelligence 1-73

Product Highlights 1-73

Market Highlights 1-74

LiveOps 1-75

Product Highlights 1-75

Market Highlights 1-76

LivePerson 1-76

Product Highlights 1-77

Market Highlights 1-78

LiveVox 1-78

Product Highlights 1-78

Market Highlights 1-79

Vendor Profiles M-Z 1-79

Nexidia 1-79

Product Highlights 1-79

Market Highlights 1-80

NICE Systems 1-81

Product Highlights 1-81

Noble Systems 1-81

Product Highlights 1-82

Market Highlights 1-83

Nuance 1-83

Product Highlights 1-83

Market Highlights 1-84

OAISYS 1-85

Product Highlights 1-85

Market Highlights 1-86

PanTerra Networks 1-86

Product Highlights 1-86

Promero 1-87

Product Highlights 1-87

Market Highlights 1-88

Salesforce.com 1-88

Product Highlights 1-88

Market Highlights 1-89

SoundBite Communications 1-89

Product Highlights 1-90

Market Highlights 1-90

Sykes 1-91

Product Highlights 1-91

Teleperformance 1-92

Product Highlights 1-92

Market Highlights 1-93

TeleTech 1-93

Product Highlights 1-93

Market Highlights 1-95

Transera 1-95

Product Highlights 1-95

Market Highlights 1-96

USAN 1-96

Product Highlights 1-96

UTOPY 1-97

Product Highlights 1-97

Market Highlights 1-98

Vantage Communications 1-98

Product Highlights 1-98

Varolii 1-99

Product Highlights 1-99

Market Highlights 1-100

Verint 1-101

Product Highlights 1-101

Verizon 1-102

Product Highlights 1-102

Market Highlights 1-103

VoltDelta 1-103

Product Highlights 1-103

Market Highlights 1-104

Voxeo 1-104

Product Highlights 1-105

Market Highlights 1-105

West Interactive 1-106

Product Highlights 1-106

Market Highlights 1-107

Workface 1-107

Product Highlights 1-107

Market Highlights 1-108

Working Solutions 1-108

Product Highlights 1-109

Market Highlights 1-109

Strategic Recommendations 1-110

Strategic Considerations for Large Enterprises 1-110

Strategic Considerations for SMBs 1-112

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Nicolas Bombourg
Reportlinker
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