Market Trends: Contact Center as a Service, North America, 2012

G00234076

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Summary

The North America contact center as a service market is projected to experience a compound annual growth rate of 17.8% through 2016. The leading providers will be applications specialists as opposed to communications service providers or system integrators.

Table of Contents

  • Trends in the Market
    • Definition
    • Overview
    • Forecast
    • Key Participants
      • Contact Center Applications Specialists
      • CSPs
      • VoIP/UC Specialists
      • SIs
  • Market: The Market Drivers to Cloud Adoption Outpace the Inhibitors to Cloud Adoption
    • Market Drivers
    • Market Inhibitors
  • Buyers: Buyers are Embracing Larger Deployments
  • Technology Evolution: Enhancements to Support Larger Deployments
  • Contrarian View: Forces Holding Back the Market
  • Vendors to Watch
    • Avaya, Cisco and Genesys
  • Conclusions
  • Recommended Reading
© 2012 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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