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@CloudExpo Authors: Jason Bloomberg, Liz McMillan, Victoria Livschitz, Lori MacVittie, Elizabeth White

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Contact Centers Improve Operations by Moving to the Cloud, Using IVR Analytics and Adopting Performance Management Tools

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.


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

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

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

About Global Information Inc. Global Information (GII) ( 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, [email protected]

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