Hosted Call Center Featured Article

Hosted Contact Center Infrastructure Market Report Released

By Shamila Janakiraman
TMCnet Contributor

DMG Consulting LLC, a provider of contact center and real-time analytics market research and consulting services, announced the release of its 2010 – 2011 Speech Analytics Product and Market Report and its 2010 – 2011 Hosted Contact Center Infrastructure Market Report.

According to DMG sources, these comprehensive reports are expected to help contact center and IT managers to leverage best technology investment decisions and how to profit from these implementations.

The 2010-2011 Speech Analytics Product and Market Report reveals that speech analytics seats grew by 48.4 percent between 2008 and 2009 in spite of the recession. Also during the same time period, speech analytics implementations grew from 1,864 to 2,592 or by 39 percent, while other IT sectors witnessed slow growth or absence of growth signs.

In a press release, Donna Fluss, president of DMG Consulting, said, “Speech analytics is a member of a small and elite group of applications that sells well in both good and difficult economic times.”

“End users who have made the necessary investments to support their speech analytics implementation and are able to apply its findings on a timely basis, regard it as critical to their operations in the contact center, and increasingly in the rest of the enterprise,” Fluss added.

Speech analytics products serve as a mature analytics application for contact centers. The intuitive user interfaces available now help businesses better understand the value that the contact center creates for the enterprise. However, the findings need to be more actionable to address business challenges across the enterprise.

It was revealed that the speech analytics sector has grown each year since its introduction. DMG Consulting further predicts that this market will continue to expand faster in the near future. The growth projections given by DMG analysts are 40 percent in 2010, 42 percent in 2011, 32 percent in 2012 and 25 percent in 2013.

Fluss also said, “The competitive landscape of the contact center infrastructure market is changing. We are living and doing business in a different world than we were two or three years ago. Enterprises want more choice, flexibility and functionality for their money and the hosted market is showing users a lot of promise by delivering and investing in these areas.”

Hosted providers are investing a lot of money to develop their businesses and in research besides building integrations to third-party applications and introducing differentiating functionality.

DMG also reported that end users using hosted contact center infrastructure or are planning to do so should consider the fact that these vendors are priced to sell and can deliver product enhancements in months instead of years.