Gartner Research

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

Published: 06 June 2012

ID: G00234076

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


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


Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.