Gartner Research

Contact Center Infrastructure Market Profile, 2013

Published: 23 May 2013

ID: G00251874

Analyst(s): Ken Agress

Summary

The contact center infrastructure market remains highly competitive, although the Nexus of Forces and a focus on customer experience will alter the products and services on offer. Vendors will focus on "bigger but simpler" offerings to differentiate themselves and grow.

Table Of Contents

Summary of Findings

Gartner's Opinion

Market Landscape

  • Market Definition
  • Market Segmentation

Market Dynamics

  • Market Drivers
  • Technology Trends
  • Vendor Trends
  • Futures
    • Growth of Cloud-Based Solutions
    • Movement Toward Customer Experience Management
    • Integrating Into a Broader Customer Service Environment

Further Information

Recommended Reading

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