Gartner Research

Competitive Landscape: Cloud Contact Center as a Service Market, North America, 2011

Published: 16 December 2011

ID: G00219650

Analyst(s): Daniel O'Connell , Drew Kraus

Summary

The cloud contact center market in North America is securing greater market acceptance. This is shown by an increase in deployment sizes, with large deployments now exceeding 250 agents.

Table Of Contents
  • Overview

Analysis

  • Definition
  • Competitive Situation and Trends
    • Adoption and Pricing
    • Account Sizing
    • Contract Duration
  • Market Players
  • The Future of Competition
    • Bundled Services
    • Advanced Services
    • Future Participants
  • Competitive Profiles
    • Cloud Contact Center Specialists
    • Agent Outsourcers
    • CSPs
  • References and Methodology

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