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Palo Alto, CA, United States, 2007/08/21 - New analysis from Frost & Sullivan, North American Hosted Contact Center Markets, finds that the markets earned revenues of $191.1 million in 2006 and estimates this to reach $1.2 billion in 2012.
Hosted solutions in North America are gaining mainstream market acceptance due to the rapid ROI, the ease of deployment, and the need for greater operational flexibility. Hosted contact centers represent a viable alternative to installing or refreshing legacy premise equipment.
New analysis from Frost & Sullivan (contactcenters.frost.com), North American Hosted Contact Center Markets, finds that the markets earned revenues of $191.1 million in 2006 and estimates this to reach $1.2 billion in 2012.
If you are interested in a virtual brochure, which provides the definition and profile of market participants with an overview of the latest analysis of the North American Hosted Contact Center Markets, send an email to Mireya Castilla, Corporate Communications, at mireya.castilla[.]frost.com with your full name, company name, title, telephone number, email address, city, state, and country. We will send you the information through email upon receipt of the above information.
“The main factors driving demand for hosted contact centers include flexibility, low cost of entry and scalability,” notes Frost & Sullivan Strategic Analyst Michael DeSalles. “Hosted solutions are an excellent alternative to premise-based solutions and work for contact centers of all sizes.”
Leasing contact center technology allows organizations to deflect the normal high upfront capital expenditure normally associated with premise deployments. This is a very attractive business proposition, particularly for mid and small-sized companies, which seek access to the same advanced technology as large enterprises, but at an affordable price.
Moreover, the market is witnessing a fundamental shift in the contact center agent population from a fixed brick-and-mortar environment to one that “virtualized” and distributed geographically. Organizations want greater flexibility to manage seasonal peaks and valleys. The hosted model supports this movement and offers cost savings that can be significant in a multi-site environment.
However, key challenges for the hosted model include the perceived lack of control over operations and the security of critical customer data. These issues continue to frame end-user concerns.
“Many slow adopters are hesitant to shift the control of the technology outside of the four walls of the contact center,” explains DeSalles. “In this market, end-user education on the benefits of hosted contact center solutions will become essential to drive greater acceptance and uptake.”
Hosted providers have wisely included tenant self-administration capabilities in newer releases of the technology in addition to process/methodologies with enhanced security options. These measures have played a critical role in overcoming reservations related to security and ease-of use following initial deployment.
North American Hosted Contact Center Markets is part of the Contact Centers Growth Partnership Service, which also includes research on the EMEA and Asia Pacific hosted contact center markets. All research included in subscriptions provide detailed market opportunities and industry trends that have been evaluated following extensive interviews with market participants. Interviews with the press are available.
About Frost & Sullivan
Frost & Sullivan, a global growth consulting company, has been partnering with clients to support the development of innovative strategies for more than 40 years. The company's industry expertise integrates growth consulting, growth partnership services, and corporate management training to identify and develop opportunities. Frost & Sullivan serves an extensive clientele that includes Global 1000 companies, emerging companies, and the investment community by providing comprehensive industry coverage that reflects a unique global perspective and combines ongoing analysis of markets, technologies, econometrics, and demographics.