Hosted Call Center Featured Article

inContact Emerges Leader in Hosted Contact Center Implementations

November 05, 2009

DMG Consulting has released a report that shows significant growth in the near future for the hosted contact center software market. One standout in the industry is inContact Inc., which enjoyed the most contact center implementations in 2008.

DMG’s "Hosted Contact Center Infrastructure Report" focuses on the market, vendors and trends as well as analyzes companies for their number of implementations. The clear leader of the nine was inContact, a provider of on-demand contact center software and agent optimization tools.

The report highlighted that the hosted contact center market was one of a few industries that actually enjoyed healthy growth during the global recession. According to DMG forecasts, the hosted contact center market is expected to continue to grow at a rate of 30 percent in 2009 and 35 percent in 2010.

"The recession has been very kind to many hosted contact center and CRM (customer relationship management) application providers," said Donna Fluss, president of DMG Consulting, in a press release about the report. "End users who can't afford or do not have cash available for a major capital investment are seeking alternatives and turning to hosted solutions."

Companies find hosted contact center solutions to be extremely attractive, especially during a recession as they can use only what they need, when they need it. In addition, such solutions offer quick deployments, minimal cash outlay, a rapid and quantifiable return on investment and a minimal maintenance burden. The ‘try before you buy’ approach also helps companies to overcome certain obstacles to adoption.

"We are certainly seeing continued adoption of our Software-as-a-Service, or hosted solutions across a wide segment of the contact center market space," said Paul Jarman, inContact CEO. "We have seen steady quarter over quarter growth for the past two years, and anticipate that growth to continue in the coming year, as a result of our superior product offerings, quarterly software enhancements and our never-ending improvements in customer support."

inContact announced earlier this week that a provider of performance solutions for the casualty claims industry will be using inContact’s integrated product offering with Salesforce.com for its multiple call centers. Salesforce.com (News - Alert) is the perfect platform for inContact to offer its hosted solutions.

In September, inContact signed a strategic partnership agreement with Smoothstone IP Communications, a nationwide provider of cloud-based IP communications services. Such initiatives help to drive inContact’s market positioning and demand for its innovative solutions.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Patrick Barnard

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