Hosting contact center technology represents a viable and more popular alternative to refreshing legacy premise equipment. Contact center 'virtualization' is here today and geographically dispersed multi-sourced centers become more commonplace.
New analysis from Frost & Sullivan (contactcenter.frost.com), North American Hosted Contact Center Markets, finds that the market earned revenues of $28 million in 2007 and estimates this to reach $1.1 billion in 2014.
If you are interested in a virtual brochure, which provides manufacturers, end users, and other industry participants with an overview of the North America hosted contact center markets, then send an email to Mireya Castilla, Corporate Communications, at mireya.castilla[.]frost.com, with your full name, company name, title, telephone number, company email address, company website, city, state and country. Upon receipt of the above information, an overview will be sent to you by email.
Inherent advantages such as flexibility, low cost of entry, and scalability drive the deployment of hosted contact center solutions across North America. Leasing contact center technology allows organizations to deflect the high upfront capital expenditure normally associated with premise deployments. This is a particularly attractive business proposition for mid and small-sized companies seeking access to the same advanced technology as large enterprises, but at an affordable price.
"Frost & Sullivan believes that the market is witnessing a fundamental shift in the contact center agent population from a fixed brick and mortar environment to one that is becoming 'virtualized'; distributed geographically with much more flexibility to manage seasonal peaks and valleys," notes Frost & Sullivan Stragegic Analyst, Michael DeSalles. "The hosted model supports this movement and offers cost savings that can be significant in a multi-site environment."
However, the hosted model is not without its share of challenges, which include the perceived lack of control over operations and the security of critical customer data. Clearly, older legacy deployments in premise-based technology present growth challenges for the hosted deployment model.
"Many slow adopters are hesitant to hand over control of the technology to someone outside of the four walls of the contact center," explains DeSalles. "Hence, end-user education on the benefits of hosted contact center solutions along with documented successful implementations is essential to drive greater acceptance and uptake."
Hosted providers have wisely included tenant self-administration capabilities in newer releases of the technology along with process/methodologies with enhanced security options. These measures have played a critical role in overcoming reservations around security and ease-of use after initial deployment.
North American Hosted Contact Center Market is part of the Contact Center Growth Partnership Service program, which also includes research in the following markets: North America, EMEA, and Asia Pacific. All research services 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.
Frost & Sullivan, the Growth Partnership Company, partners with clients to accelerate their growth. The company's TEAM Research, Growth Consulting and Growth Team Membership™ empower clients to create a growth-focused culture that generates, evaluates and implements effective growth strategies. Frost & Sullivan employs over 45 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from more than 30 offices on six continents.
North American Hosted Contact Center Market