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News : Contact Center Cloud Agents Pass the Five Million Mark but Still Less than 20% Penetration

#contactcenterworld, @SRG_Research

Reno NV, USA, Jan, 2020 -- New data from Synergy Research Group shows that the number of cloud-based contact center agents passed the five million milestone in the third quarter and continues to grow by almost 20% per year. The market remains in its infancy though as the cloud penetration of total contact center agents has not yet reached the 20% mark. The total number of contact center agents is growing by 5% per year, due to the combination of the high-growth cloud segment and the premise-based segment which is still growing, albeit only marginally.

In part due to its acquisition of Broadsoft, Cisco is the first vendor to have over a million cloud agents and is now the market leader in that segment, followed by NICE, Genesys, Enghouse and Five9. The lead vendors in the premise-based segment are Avaya, Cisco and NEC.


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At the end of 2019 there were 29 million contact center agents worldwide, with North America being the largest region, followed by EMEA, APAC and Latin America. In the cloud segment the ranking of regions is the same but the market is considerably more concentrated in North America, reflecting the earlier adoption of new cloud technologies in that region. Currently, North America also has the highest growth rate in the cloud segment.

"The big shift we have seen in the market is that cloud technologies have enabled smaller enterprises to utilize contact center services without having to make hefty infrastructure investments," said Jeremy Duke, Synergy Research Group’s founder and Chief Analyst. "This is helping to drive the overall contact center market which continues to grow at a healthy pace. Indeed, vendors like Genesys, Vonage, 8x8, Talkdesk, Five9, NICE (inContact), and Content Guru are achieving strong double digit increases, some of which are well over 30%."

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.globenewswire.com/news-release/2020/01/23/1974156/0/en/Contact-Center-Cloud-Agents-Pass-the-Five-Million-Mark-but-Still-Less-than-20-Penetration.html


About Synergy:
Company LogoSynergy Research Group is a strategic partner of TeleGeography, providing market intelligence, analytics and strategic consulting services to the networking and telecom industries.
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Today's Tip of the Day - Quality Of Service

Read today's tip or listen to it on podcast.

Published: Wednesday, January 29, 2020

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2021 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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