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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
Today's Tip of the Day - Workforce Management Strategy
Published: Wednesday, September 3, 2014