DMG Consulting Releases 2013-2014 Cloud-Based Contact Center Infrastructure

Explores Vendors, Solutions, Pricing, ROI, Planned
Innovation and More

Who:     DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services

What:   Releases 2013-2014 Cloud-Based Contact Center InfrastructureMarket Report

When: Today, 22 January 2014

Where: Available at the DMG Consulting online store


DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2013-2014
Cloud-Based Contact Center Infrastructure
Market Report. DMG’s sixth annual report on this sector explores vendor, product, functional, technical and
pricing information to help contact center and IT managers determine if a cloud-based solution is appropriate for their organization, and which solution is the best fit.

It took contact centers close to 15 years to get comfortable with cloud-based solutions. Today, the numbers demonstrate that many contact center managers have been won over by the flexibility and benefits they are realizing, and the freedom from having to implement and maintain hardware and software. Adoption
of cloud-based contact center infrastructure solutions has grown rapidly, from only 2.2% in 2008 to 7.3% in 2012. As of September 2013, DMG estimates that more
than 62% of customer service and contact centers are using some type of cloud-based contact center solution as part of their operation. And approximately half (45.6%) of the organizations that are not yet using cloud-based contact center solutions are planning to move in this direction in the next 18 months.*

Cloud-based contact center infrastructure vendors are making substantial investments in research and development (R&D), and DMG expects this trend to continue for
the foreseeable future. The vendors are investing to deliver innovation in multi-channel capabilities, social media, improving user interfaces, out-of-the-box integrations to third-party applications, reporting, and mobile support.

“The cloud-based contact center infrastructure market is truly coming into its own,” said Donna Fluss, President of DMG Consulting. “The benefits are real, the
solutions are stable, and the vendors are working hard to reach functional parity with premise-based competitors. There are substantial gains to be realized in the cloud when users select the right solution and vendor partner for their environment.”

Few contact centers are completely cloud-based today, and DMG does not expect this to change much in the next five years. However, within two years, almost no center will be entirely cloud-less, as the benefits of these solutions become increasingly evident. DMG anticipates that the cloud-based contact center infrastructure market will grow by 30% in 2013, 27% in 2014, 25% in 2015 and 22% in 2015.

The 572-page 2013-2014 Cloud-Based Contact Center Infrastructure Market Report covers 13 vendors – 10 at an in-depth level, including 3CLogic, 8x8, Connect First, Cisco, Echopass (Genesys), Five9, inContact, Interactive Intelligence, NewVoiceMedia and Verizon. Three additional vendors are covered at a higher level: Altitude Software, NexxPhase and VoltDelta. This Report also provides insights into market trends and challenges, analyzes market activity and adoption, reviews customer satisfaction with vendors, and offers implementation best practices to help users realize the greatest continuing return on their cloud investments. 

To learn more about the 2013-2014 Cloud-Based Contact Center Infrastructure Market Report, read the abstract and the table of contents. To order your copy, visit, or email Deborah Navarra at or 516-628-1098.

About DMG Consulting LLC

DMG Consulting LLC is an advisory and consulting firm specializing in contact centers, back-office and real-time analytics. We are a strategic advisor to end users and vendors, large and small, and the financial community. Our mission is to help our clients build world-class contact centers by leveraging technology, process and people. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end
users’ current and future needs.

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: Workforce Optimization (WFO, Quality Management/Liability Recording), Speech Analytics, Text Analytics, Desktop Analytics, Performance Management, Surveying/Voice of the Customer, Workforce Management, Cloud-Based Contact Center Infrastructure Solutions, Interactive Voice Response Systems, Unified Communications and Outbound Dialing Solutions. For more information, visit

* DMG Consulting’s 2013 The Cloud is in Your Future benchmark study

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