The contact center infrastructure in the cloud, constantly changing

The report “Cloud-based Contact Center Infrastructure Market Report” by DMG Consulting is a valuable reference source for analyzing the present and future of information technologies in general and cloud-based contact centers in particular. Thus, the study highlights the infrastructure of contact centers in the cloud as a constantly changing market.

Innovation, trends, challenges, adoption rates, investment returns, market shares, benefits and even best practices are just a few of the aspects analyzed in this comprehensive report, which shows that the contact center infrastructure market in the cloud is undergoing major changes based on a growth in the trend of acquisitions and business mergers.

The contact center infrastructure in the cloud, constantly changing

From the perspective of an in-depth analysis of the activity, DMG points out that since 2008, when this annual report began to be configured, the number of suppliers competing in the segment of the contact center infrastructure market (more than 150 suppliers worldwide), a market defined as “highly competitive and aggressive” in this report.

When we talk about smaller companies and participation, the price is one of the main criteria when choosing service and provider. On the contrary, the upper end of the market is less price sensitive and pays more attention to aspects such as system reliability and system performance, geographic reach, greater functionality, vendor-supplied services, scalability, flexibility, etc.

From the perspective of analyzing the level of satisfaction with the contact center infrastructure provider in the cloud, the report provides an overview of the general market trends and the main issues and concerns of the end user, the results that emerge from the a statistical study carried out on the eleven largest suppliers, revealed that 56.8% of the companies surveyed were highly satisfied, while 33.3% were satisfied; only 4.55% said they were completely satisfied, compared to 5.03% who were somewhat satisfied.

However, this report reveals many other aspects that are of great value to the immediate progress of the contact center infrastructure in the cloud, including an average satisfaction rating by category for each of the world’s top eleven providers, , is vital when choosing a supplier for your company.