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Frost & Sullivan: Scalability and an Omni-Channel Experience Precipitates Interest in Hosted Solutions

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Frost & Sullivan: Scalability and an Omni-Frost & Sullivan: Scalability and an Omni- Channel Experience Precipitates Interest in Hosted Solutions PR Newswire MOUNTAIN VIEW, California, Dec. 17, 2013 -- On-premise offerings cede ground to the cloud, as hosted services grow at more than twice the pace of the contact center market overall To keep up with consumer expectations, customer care organizations are engaging with clients on multiple channels of interaction, and improving the customer experience by applying cross channel analytics. This allows companies to glean data from all touch-points to better understand and improve the customer journey. Indeed, we are moving to an omni-channel experience where a customer's experience across touch-points is seamless. This is where cloud comes in, by ensuring the transition to omni-channel solutions are seamlessly integrated and customized to meet unique organizational needs, while being built into existing applications. In fact, third-party applications from providers such as SalesForce.com, SAP and Oracle CRM integrate with many cloud solutions. New analysis from Frost & Sullivan's Cloud Contact Center Trends white paper finds the North America hosted contact center market reached $1.76 billion in 2012. This encompasses combined spend across hosted and cloud-based automatic call distributor (ACD), interactive voice response (IVR), outbound contact, chat, quality monitoring, workforce management, and analytics applications.

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Published 17 December 2013
Reads 6
Language English
Frost & Sullivan: Scalability and an Omni-Channel Experience Precipitates Interest in Hosted Solutions

PR Newswire

-- On-premise offerings cede ground to the cloud, as hosted services grow at more than twice the pace of the contact center market overall