This market analysis research provides market sizing, forecasts and trends for hosted and cloud contact center services. This includes public cloud services as well as dedicated hosted solutions. The base year for the study is 2015. The market segments covered are: hosted IVR, hosted ICR, hosted outbound contact, and hosted agent performance optimization (APO) applications (including analytics, quality monitoring and workforce management).

The study also provides product and region market shares for the total market, as well as representative vendor and service provider profiles and recommendations for both end users and service providers… Read more