HOME Research Insight Along With Faster Deployment of Cloud-Based Solutions with Improved Flexibility and Stability Led to the Introduction of the Cloud Based Contact Center Market.

Along With Faster Deployment of Cloud-Based Solutions with Improved Flexibility and Stability Led to the Introduction of the Cloud Based Contact Center Market.

Need to manage disaster recoveries, along with faster deployment of cloud-based solutions with improved flexibility and stability led to the introduction of the cloud based contact center market. Cloud-based contact centers offer various solutions, services, and applications such as call routing and queuing, data integration and recording, chat quality and monitoring, and real-time decision making. DoubleHorn, Dell, RightScale, Accenture, and Rackspace are some of the key players in the market. New product development is the most important strategy adopted by the market players which has enabled the companies to expand their existing product portfolio and increase market penetration. Moreover, the companies are entering into various partnerships and acquisitions to increase their sales and customer base.

8X8, Inc. is one of the prominent vendors operating in the cloud-based contact center market. The company offers a wide range of services, which include virtual office services, virtual contact centers, virtual meeting, and virtual office analytics. The company operates its business through two segments, namely, services and product. The company’s virtual contact center is an integrated cloud-based call center solution that works with any broadband internet connection and provides enterprise class contact center functionality combined with virtual office calling features. The company is making substantial investments in the design and development of new products and services, as well as the development of enhancements and features to its existing products and services. The future development of the company is expected to focus on the use and interoperability of products and services with emerging audio and video telephony standards and protocols, quality and performance enhancements to multimedia compression algorithms, support of new customer premise equipment, and new unified software services. For example, 8X8, Inc. launched VCC analytics as a part of Virtual Contact Center (VCC) that increases contact center efficiencies and advanced workflow optimization to better manage contact centers and increase customer loyalty. This powerful analytics will enable companies to turn data into powerful insights and quickly assess operational performance and adjust as needed.  

Cisco Systems, Inc. is another renowned player in the cloud-based contact center. Cisco follows the strategy of build, buy, partner, and integrate, thereby bringing new architectures to market for the next generation of networking, security, data center, and collaboration products and solutions. The company has been working to transform businesses to move from selling individual products and services to selling products and services integrated into architectures and solutions which will help it to stay ahead of market transitions. It also p

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Cloud-Based Contact Center Market by Solution (Dialers, Reporting, and analytics), Service (Professional and Managed), Application, Deployment Model, Organization size, Industry vertical, and Region - Global Forecast to 2021

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