DUBLIN, Sept. 12, 2014 /PRNewswire/ -- Research and Markets has announced the addition of the "Global Cloud Based Contact Center (IVR, ACD, CTI, APO, Dialers, Analytics & Reporting) Market - Forecasts and Analysis (2014 - 2019)" report to their offering.
The cloud based contact center market analysis consists of various types of solution, service, application, vertical, and region. The overall market size is found by adding up the market size of each solution and service such as training, consulting and system integration service and support and maintenance service.
In cloud based contact center market, each solution and service is playing an important role in the market. These solution and service support various applications including call routing and queuing, data integration and recording, chat quality monitoring, real time decision making and work force optimization.
Vendors in cloud based contact center market provides real time contact center reporting of all activities via the highly customizable, widget-based dashboard. The interactive, tabbed based interface enables supervisors and administrators to easily create, view and share reports anywhere via a browser with all information securely filtered by granular permission profiles to display only relevant information the user is authorized to see. The platform stores data on all call-related and agent-related events for historical reports. The open database schema enables organizations to create custom reports using standard report generation tools.
The solutions provided by vendors provide the ability to integrate customer related data with call recordings to monitor agent performance and provide customers with better experience. Due to high competition, companies are seeking out for solutions that are tightly integrated because the cloud provides enterprises with common administration and reporting, quicker upgrades, and tighter integration capabilities.
The Analyst module in cloud based contact center platforms suite is a business intelligence environment providing every conceivable measurement of contact center performance for instant ad hoc reporting or standard reports used regularly by contact center managers, all with OLAP operations of slice, dice, drill down, roll-up, and pivot.
The report is expected to help the market leaders/new entrants in this market in the following ways:
1. This report segments the market into solutions and services, covering this market comprehensively. The report provides the closest approximations of the revenue numbers for the overall market and the market sub segments. The market numbers are split across the applications, deployment type, verticals, and regions.
2. This report will help them better understand the competition and gain more insights to better position their business. There is a separate section on competitive landscape that includes competitors' ecosystem and their roles in the market. Besides, there are company profiles of the top 10 players in this market. In this section, market internals are provided that can put them ahead of the competitors.
3. The report helps them to understand the overall growth of the market. The report provides information and analysis of key market drivers, restraints, challenges, and opportunities.
Key Topics Covered:
2 Research Methodology
3 Executive Summary
4 Premium Insights
5 Market Overview
6 Industry Trends
7 Cloud Based Contact Center Market, By Type
8 Cloud Based Contact Center Market, By Deployment Model
9 Cloud Based Contact Center Market, By Application
10 Cloud Based Contact Center Market, By Vertical
11 Cloud Based Contact Center Market,By Region
12 Competitive Landscape
13 Company Profiles
- 8X8 Inc.
- Connect First
- Genesys Telecommunications Laboratories Inc.
- Interactive Intelligence
- Oracle Corp.
For more information visit http://www.researchandmarkets.com/research/kf2plx/cloud_based
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SOURCE Research and Markets