News : Cloud Based Contact Center Market To Grow
Sept 2, 2014 -- In the recent release of its latest report, MarketsandMarkets said that the Cloud Based Contact Center Market is expected to grow from $4.15 billion in 2014 to $10.9 billion in 2019 at a CAGR of 21.3% during the period with North America taking the lead and with emerging economies such as Middle East and Africa (MEA), Latin America (LA), and Asia-Pacific (APAC) catching up in the later years.
According to MarketsandMarkets, cloud based contact center is a deployment model that enables organizations to setup their contact center in a remote, third party's data center and which grants greater flexibility, scalability and business agility for contact centers, while saving significant costs over the long term. MarketsandMarkets said that the use of cloud for the management of the contact center enables acceleration of business change and improved customer experiences.
The report, entitled 'Cloud Based Contact Center Market by Solution (IVR, ACD, CTI, APO, Dialers, Analytics & Reporting), & by Application (Chat Quality Monitoring, Real Time Decision Making, Work Force Optimization) – Worldwide Forecasts and Analysis (2014 – 2019)' segments the Cloud Based Contact Center Market by solutions (including automatic call distribution (ACD), interactive voice response (IVR), dialers, agent performance optimization (APO), computer telephony integration (CTI) software and analytics and reporting), by services, by applications (call routing and queuing, data integration and recording, chat quality monitoring, real time decision making and work force optimization) and by industry verticals as well as regions.
Posted by Veronica Silva Cusi, news correspondent
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MarketsandMarkets™ provides quantified B2B research on 30,000 high growth niche opportunities/threats which will impact 70% to 80% of worldwide companies’ revenues. Currently servicing 5000 customers worldwide including 80% of global Fortune 1000 companies as clients. Almost 75,000 top officers across eight industries worldwide approach MarketsandMarkets™ for their painpoints around revenues decisions. Our 850 fulltime analyst and SMEs at MarketsandMarkets™ are tracking global high growth markets following the "Growth Engagement Model – GEM". The GEM aims at proactive collaboration with the clients to identify new opportunities, identify most important customers, write "Attack, avoid and defend" strategies, identify sources of incremental revenues for both the company and its competitors. MarketsandMarkets™ now coming up with 1,500 MicroQuadrants (Positioning top players across leaders, emerging companies, innovators, strategic players) annually in high growth emerging segments. MarketsandMarkets™ is determined to benefit more than 10,000 companies this year for their revenue planning and help them take their innovations/disruptions early to the market by providing them research ahead of the curve. MarketsandMarkets’s flagship competitive intelligence and market research platform, "RT" connects over 200,000 markets and entire value chains for deeper understanding of the unmet insights along with market sizing and forecasts
Published: Wednesday, September 3, 2014
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