“Trust is an ongoing journey and sits at the foundation of any vendor relationship – the companies that don’t consistently earn trust won’t be around long,” noted Henrik Rosendahl, Senior VP of Cloud Solutions at Quantum, in this exclusive Q&A with Cloud Expo Conference Chair Jeremy Geelan. “As they do more with cloud, trust will organically grow – maybe it’s just about meeting SLAs or seeing firsthand that data is there when you need it,” Rosendahl continued.
Cloud Computing Journal: The move ...| By PR Newswire | Article Rating: |
|
| November 8, 2012 07:17 PM EST | Reads: |
820 |
FARMINGTON, Conn., Nov. 8, 2012 /PRNewswire-iReach/ -- Firms are recognizing that customers have increasingly more influence over how they interact with companies. Contact centers are changing in terms of their strategy and operational delivery. A few noteworthy trends to watch out for include: implementing more advanced knowledge management tools; moving to cloud-based infrastructures; and optimizing through IVR analytics.
(Photo: http://photos.prnewswire.com/prnh/20121108/CG09227)
Global Information Inc (GII) recommends three excellent global market for contact centers reports from our premium market research partner DMG Consulting LLC. These reports provide hard data, critical insights and recommendations to build effective strategies that translate into actionable tactics with practical, revenue-generating initiatives to help cost centers improve operations, reduce costs and enhance service quality.
2012 - 2013 Cloud-Based Contact Center Infrastructure Market Report
The Great Recession opened the door for the cloud to finally become a reality for contact center solutions. Companies that needed contact center infrastructure but did not want to make large capital expenditures gave the cloud a try as a short-term solution, and soon realized there were more benefits than challenges. DMG expects to see the rapid adoption continue, even as the economy strengthens, now that organizations appreciate the benefits of these solutions.
Over the last three years, adoption has nearly tripled from 2.2% to 5.9%, with the number of seats growing from 268,794 in 2008 to 871,717, as of the end of June 2012. Rapid adoption will continue to drive and speed the pace of innovation as larger companies consider moving their contact centers to the cloud. Cloud-based contact center infrastructure vendors are agile, innovative, and delivering new functionality to market quickly. DMG projects that the cloud-based contact center infrastructure market will continue to build momentum, growing by 45%, 40%, 40% and 35%, each year, respectively, between 2012 and 2015. DMG estimates that a minimum of 18.1% of all contact center seats will be in the cloud by the end of 2015.
The 433-page 2012 Cloud-Based Contact Center Infrastructure MarketReport covers all aspects of this booming and highly competitive IT sector. It analyzes 13 vendors in total, six at an in-depth level, including 8x8 (Contactual), Echopass, Five9, inContact, Interactive Intelligence and NewVoiceMedia. Seven others are reviewed at a slightly higher level, including Cisco, Connect First, Enghouse, Magnetic North, NexxPhase, VoltDelta and West.
An Executive Summary for this report and free sample pages from the full document are available at http://www.giiresearch.com/report/dmg250312-cloud-based-contact-center-infrastructure-market.html
2012 - 2013 IVR Analytics Product and Market Report
The global market for IVR has changed and advanced tremendously in recent years, due to improvements in technology and best practices. IVR systems handle between 10% and more than 90% of incoming calls in the contact centers that use them. While IVRs help reduce agent time and costs, most of them are neither utilized effectively nor optimally designed to deliver the best possible customer experience. IVR analytics is a first step in the optimization process. By systemically evaluating the "whole call", companies can improve the overall customer experience across all channels, automated and live, and increase containment rates.
The 2012 IVR Analytics Product and Market Report, covers all aspects of this emerging market. It features a detailed analysis of the three leading IVR analytics vendors who can integrate with any third-party or home-grown IVR application – BBN Technologies, ClickFox and Nuance. It also has an appendix with a detailed list of competitors.
An Executive Summary for this report and free sample pages from the full document are available at http://www.giiresearch.com/report/dmg250307-ivr-analytics-product-market-report.html
2012 Contact Center Performance Management Market Report
Contact center performance management (CCPM) is a mission-critical tool for capturing and analyzing all aspects of a contact center or department's performance, and for rapidly identifying when goals are not being met. Although it has many benefits for agents, contact centers, enterprises, and customers, CCPM's adoption has been slow – a key issue being lack of clarity about its contributions and benefits. Despite these challenges, however, the number of agents using some CCPM increased in the calendar year 2012. Total CCPM seats grew from 483,949 in September 2006 to 1,731,138 in April 2012, a compounded annual growth rate (CAGR) of 25.6%. DMG projects the number of CCPM seats to grow by 12%, 14%, 14% and 12% in each of the four years from 2012 to 2015, respectively. DMG also expects downward pressure on the price per seat, as vendors compete aggressively to win customers. This will give prospects a great opportunity to negotiate a favorable deal.
This fifth annual edition of the report on the global market for contact center performance management features comprehensive vendor, product, functional, technical and pricing information, as well as insight into market trends and challenges, customer satisfaction with vendors, and implementation best practices.
An Executive Summary for this report and free sample pages from the full document are available at http://www.giiresearch.com/report/dmg247484-contact-center-performance-management-market.html
About Global Information Inc. Global Information (GII) (http://www.giiresearch.com) is an information service company partnering with over 300 research companies around the world. Global Information has been in the business of distributing technical and market research for more than 25 years. Expanded from its original headquarters in Japan, Global Information now has offices in Korea, Taiwan, Singapore, Europe and the United States.
Media Contact: Jeremy Palaia Global Information, Inc., 1-860-674-8796, Press@gii.co.jp
News distributed by PR Newswire iReach: https://ireach.prnewswire.com
SOURCE Global Information, Inc.
Published November 8, 2012 Reads 820
Copyright © 2012 SYS-CON Media, Inc. — All Rights Reserved.
Syndicated stories and blog feeds, all rights reserved by the author.
More Stories By PR Newswire
Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.
“Trust is an ongoing journey and sits at the foundation of any vendor relationship – the companies that don’t consistently earn trust won’t be around long,” noted Henrik Rosendahl, Senior VP of Cloud Solutions at Quantum, in this exclusive Q&A with Cloud Expo Conference Chair Jeremy Geelan. “As they do more with cloud, trust will organically grow – maybe it’s just about meeting SLAs or seeing firsthand that data is there when you need it,” Rosendahl continued.
Cloud Computing Journal: The move ...May. 20, 2013 09:00 AM EDT Reads: 1,620 |
By Jeremy Geelan May. 20, 2013 08:15 AM EDT Reads: 2,667 |
By Jeremy Geelan
Cloud enables SMBs to access new, scalable resources – previously only available to enterprises – in flexible and cost-effective ways. McKinsey’s SMB Cloud Report projects the public cloud market to reach $40-$50 billion by 2015, with SMBs comprising 65% of public cloud spending in 2015. But selling cloud to SMBs raises the questions of who, what and how.
In this session Manjula Talreja, VP of Cisco’s Global Cloud Business Development Team, will discuss the importance of knowing who SMB...May. 20, 2013 08:00 AM EDT Reads: 1,185 |
By Jeremy Geelan Analyzing Hadoop jobs and speeding them up is often a tedious and time consuming effort that requires experts. In his upcoming session at 12th Cloud Expo | Cloud Expo New York [10-13 June, 2013], Michael Kopp will be showing how proven APM techniques can be used to speed up Hadoop jobs at the core, without going through tons of log files, beyond just adding more hardware and within minutes instead of hours or days. May. 20, 2013 08:00 AM EDT Reads: 1,705 |
By Jeremy Geelan Our more interconnected planet is accelerating the adoption and convergence of next-generation architectures, in the form of cloud, mobile and instrumented physical assets. Organizations that can effectively balance optimization and innovation, will be in a position to leverage new systems of engagement, out maneuver their peers and achieve desired outcomes. In the Opening Keynote at 12th Cloud Expo | Cloud Expo New York, IBM GM & Next Generation Platform CTO Dr Danny Sabbah will detail the crit...May. 20, 2013 08:00 AM EDT Reads: 2,928 |
By Jeremy Geelan At pennies per virtual machine-hour, the economics of cloud computing are both compelling and daunting to replicate. Whether you are building your own cloud infrastructure, building a public cloud or choosing a cloud service, there are key strategy and technology decisions that make the difference between success and failure.
This session will share industry best practices for deploying cloud infrastructure that maximize the benefits of cloud economics, agility and interoperability. Learn how...May. 20, 2013 07:30 AM EDT Reads: 1,052 |
By Jeremy Geelan Organizations across the world are increasingly starting to see the benefits of moving more and more services to the cloud. The focus on the cost-saving potential of cloud is rapidly shifting to completely transforming the business with cloud. As organizations are investing enormous sums on technology they are starting to realize that in order to maximize the return on investment and accelerate the business transformation process the first area of focus should be people. By ensuring the organiza...May. 20, 2013 06:15 AM EDT Reads: 1,719 |
By Jeremy Geelan May. 20, 2013 05:00 AM EDT Reads: 2,477 |
By Jeremy Geelan The economics of business are radically changing due to the way in which software and services are being delivered thanks to cloud computing. In his session at 12th Cloud Expo | Cloud Expo New York [10-13 June, 2013], Mike Kavis will cover six reasons for the disruption.May. 20, 2013 03:00 AM EDT Reads: 4,419 |
By Liz McMillan Learn about the complex regulations surrounding HIPAA compliance and other considerations for running sensitive data in the Cloud.
In their session at the 12th International Cloud Expo, Frank Nydam, Director of Healthcare Solutions at VMware, and Ken Ziegler, CEO of Logicworks, will discuss the best practices for leveraging virtualization and cloud technologies without sacrificing security or compliance. Care providers, State and Federal entities, integrators and SaaS providers large and small...May. 20, 2013 02:30 AM EDT Reads: 2,093 |
- Cloud People: A Who's Who of Cloud Computing
- Cloud Expo New York Speaker Profile: Dave Linthicum – Cloud Technology Partners
- Cloud Expo New York: Cloud Is Changing the Economics of Business
- Cloud Expo New York Speaker Profile: Nicos Vekiarides – TwinStrata
- Windows Azure IaaS Reaches General Availability
- AMD and Adobe Collaborate on Upcoming Version of Adobe Premiere Pro Software to Enable Breakthrough Video Editing Performance Through Open Standards
- State and Local Governments Adopt Microsoft Dynamics CRM to Improve Citizen Service Delivery
- New Relic Q1 2013 Blazes Past Growth Targets and Reaches 40,000 Active Customer Accounts
- Enterasys Spotlights SDN's Impact on Traditional Networking in Upcoming Webinar
- Best CIO Practices Shared from SHI’s Customers
- Cloud Expo New York: Delivering Digital Marketing on the Cloud
- Cloud Expo New York: Deploying Hybrid Cloud for Performance and Uptime
- Cloud People: A Who's Who of Cloud Computing
- Cloud Expo New York: Best CIO Practices Shared from SHI’s Customers
- Cloud Expo New York Speaker Profile: Dave Linthicum – Cloud Technology Partners
- Cloud Expo New York Speaker Profile: Jill T. Singer – NRO
- Cloud Expo New York Speaker Profile: Greg O'Connor – AppZero
- Cloud Expo New York: Cloud Is Changing the Economics of Business
- Cloud Expo New York: How to Use Google Apps Script
- Cloud Expo New York Speaker Profile: Nicos Vekiarides – TwinStrata
- Windows Azure IaaS Reaches General Availability
- Cloud Computing Bootcamp at Cloud Expo New York
- AMD and Adobe Collaborate on Upcoming Version of Adobe Premiere Pro Software to Enable Breakthrough Video Editing Performance Through Open Standards
- State and Local Governments Adopt Microsoft Dynamics CRM to Improve Citizen Service Delivery
- The Top 150 Players in Cloud Computing
- What is Cloud Computing?
- Six Benefits of Cloud Computing
- The Top 250 Players in the Cloud Computing Ecosystem
- Twenty-One Experts Define Cloud Computing
- What's the Difference Between Cloud Computing and SaaS?
- Virtualization Conference Keynote Webcast Live on SYS-CON.TV
- The Future of Cloud Computing
- A Brief History of Cloud Computing: Is the Cloud There Yet?
- GDS International: Global Warming Scam?
- Cloud Expo Europe 2009 in Prague: Themes & Topics
- Cloud Computing Expo 2009 West: Call for Papers Now Closed








Cloud enables SMBs to access new, scalable resources – previously only available to enterprises – in flexible and cost-effective ways. McKinsey’s SMB Cloud Report projects the public cloud market to reach $40-$50 billion by 2015, with SMBs comprising 65% of public cloud spending in 2015. But selling cloud to SMBs raises the questions of who, what and how.
In this session Manjula Talreja, VP of Cisco’s Global Cloud Business Development Team, will discuss the importance of knowing who SMB...
Analyzing Hadoop jobs and speeding them up is often a tedious and time consuming effort that requires experts. In his upcoming session at 12th Cloud Expo | Cloud Expo New York [10-13 June, 2013], Michael Kopp will be showing how proven APM techniques can be used to speed up Hadoop jobs at the core, without going through tons of log files, beyond just adding more hardware and within minutes instead of hours or days.
Our more interconnected planet is accelerating the adoption and convergence of next-generation architectures, in the form of cloud, mobile and instrumented physical assets. Organizations that can effectively balance optimization and innovation, will be in a position to leverage new systems of engagement, out maneuver their peers and achieve desired outcomes. In the Opening Keynote at 12th Cloud Expo | Cloud Expo New York, IBM GM & Next Generation Platform CTO Dr Danny Sabbah will detail the crit...
At pennies per virtual machine-hour, the economics of cloud computing are both compelling and daunting to replicate. Whether you are building your own cloud infrastructure, building a public cloud or choosing a cloud service, there are key strategy and technology decisions that make the difference between success and failure.
This session will share industry best practices for deploying cloud infrastructure that maximize the benefits of cloud economics, agility and interoperability. Learn how...
Organizations across the world are increasingly starting to see the benefits of moving more and more services to the cloud. The focus on the cost-saving potential of cloud is rapidly shifting to completely transforming the business with cloud. As organizations are investing enormous sums on technology they are starting to realize that in order to maximize the return on investment and accelerate the business transformation process the first area of focus should be people. By ensuring the organiza...
The economics of business are radically changing due to the way in which software and services are being delivered thanks to cloud computing. In his session at 12th Cloud Expo | Cloud Expo New York [10-13 June, 2013], Mike Kavis will cover six reasons for the disruption.
Learn about the complex regulations surrounding HIPAA compliance and other considerations for running sensitive data in the Cloud.
In their session at the 12th International Cloud Expo, Frank Nydam, Director of Healthcare Solutions at VMware, and Ken Ziegler, CEO of Logicworks, will discuss the best practices for leveraging virtualization and cloud technologies without sacrificing security or compliance. Care providers, State and Federal entities, integrators and SaaS providers large and small...
New technologies allow schools, colleges and universities to analyze absolutely everything that happens. From student behavior, testing results, career development of students as well as educational needs based on changing societies. A lot of this data has already been stored and is used for statist...
A recent Gartner study states that the function of the modern CIO is in flux and that his or her future focus must incorporate digital assets (aka cloud-based data and applications) to remain relevant. Towards the goal of riding the sea change a compiler of stacks to a broker of business needs, secu...
In the coming years, big data will change the way organisations and societies are operated and managed. Big data however, is not the only trend that will impact significantly how organisations operate. Another major trend at the moment is gamification. Gamification will change the way organisations ...
We all talk about cloud differently, but is there a way we should be speaking about this tech?
Cloud computing is now a widely reported, if not accepted, IT movement that, depending on who you talk to, has changed or is changing the way businesses utilize infrastructure.
The age of data center automation is upon us. Whether it's cloud or SDN or devops in general, automation as a means to achieve efficiency and, one hopes, free up resources that can be then redirected to focus on innovation.
As is always the case when we begin to move further upwards, abstracting ...
Windows Azure Virtual Networks offers the power to open up several cross-premises use case scenarios, including Active Directory Disaster Recovery, SQL Database Replication, Windows Server 2012 DFS-R File Replication, Accelerated Cloud File Services with BranchCache, Hybrid Web Applications and MORE...
As the infrastructure cloud market (IaaS and PaaS) continues to grow rapidly, we are seeing quite a few customers who are delivering an application – whether it is a mission-critical or SaaS application – and basing their solution on VMware.
VMware Security Cloud Encryption cloud keyboard Cloud Enc...
Have you heard of products like IBM’s InfoSphere Streams, Tibco’s Event Processing product, or Oracle’s CEP product? All good examples of commercially available stream processing technologies which help you process events in real-time.
I’ve been asked what I consider as “Big Data” versus “Small Dat...
My fellow Technical Evangelists and I have authored a content series that steps through building your very own Private Cloud by leveraging Windows Server 2012, our FREE Hyper-V Server 2012, Windows Azure Infrastructure Services ( IaaS ) and System Center 2012 Service Pack 1.
Week-by-week, we walk ...













