This report explores the competitive dynamics within the multi-tenant hosted contact center service market in the US, and helps businesses select a vendor based on its technology strength, reputation among customers, and impact on the market. Ovum provides a complete view of vendor capabilities and advises on those that businesses should explore, consider and - most importantly - shortlist.
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Report Table of Contents:
Executive summary
In a nutshell
Ovum view
Market developments
Hosted versus premises-based contact centers
Not just economic advantages
Three customer categories
Three service provider categories
Innovation comes through pricing models
Multi-tenant hosted moves quickly upstream
Virtualization:
Objections to hosted remain
Decision Matrix
The hosted contact center service Decision Matrix
Market leaders: Verizon, LiveOps, inContact
The challengers:
The prospect: LiveOps
Market leaders
The leaders' radars
Market leaders: technology assessment
Market leaders: end-user sentiment
Market leaders: market impact
Vendor analysis
Contactual: hosted contact center services radars
Recommendation:
Convergys: hosted contact center services radars
Recommendation:
Five9: hosted contact center services radars
Recommendation:
inContact: hosted contact center services radars
Recommendation:
LiveOps: hosted contact center services radars
Recommendation:
Transera: hosted contact center services radars
Recommendation:
Verizon: hosted contact center services radars
Recommendation:
Other notable hosted contact center services providers
AT&T
Qwest
West
Working Solutions
Summary
Appendix
Further reading
Definitions
Summary scores
Ovum ratings
Extended methodology
Technology assessment
End-user sentiment
Market impact
Sources
List of Tables
Table 1: Hosted contact center services in the US Decision Matrix
Table 2: Hosted contact center services in the US Decision Matrix: vendor scores summary
List of Figures
Figure 1: Evolution and size bands of hosted contact center services in the US
Figure 2: Hosted contact center services in the US Decision Matrix
Figure 3: Market leaders analysis: technology assessment
Figure 4: Market leaders analysis: end-user sentiment
Figure 5: Market leaders analysis: market impact
Figure 6: Contactual radars
Figure 7: Convergys radars
Figure 8: Five9 radars
Figure 9: inContact radars
Figure 10: LiveOps radars
Figure 11: Transera radars
Figure 12: Verizon radars
About Ovum
Ovum fully understands convergence across telecoms, IT services and software. They invest heavily in researching what is happening in a market that is dynamic and full of risk and reward, analysing the changes and identify the threats and opportunities ahead for their clients. Ovum's team has extensive experience in the sector and is dedicated to 'getting closer' - to the industries they advise on, to the people they work for, and ultimately to the real issues determining how ICT markets behave. Ovum maintains a fluid, highly collaborative structure that brings the right range of expertise to each situation. View more research from Ovum at http://www.fastmr.com/
About Fast Market Research
Fast Market Research is an online aggregator and distributor of market research and business information. We represent the world's top research publishers and analysts and provide quick and easy access to the best competitive intelligence available.
For more information about these or related research reports, please visit our website at http://www.fastmr.com or call us at 1.800.844.8156.
