While the market for on-premises contact center systems stagnates, hybrid and cloud implementations are expected to grow as companies seek cost-effective ways to measure customer experience in a rapidly changing technological landscape, according to a new report by Frost & Sullivan.
Contact center market growth opportunities
The report, “Growth Opportunities in the North American Contact Center Market, Forecast to 2023,” predicts that the cloud contact center market will reach $5 billion by 2023. Hybrid solutions will help maintain the momentum with a compound annual growth rate (CAGR) or 2.3% from 2018-2024. The contact center systems market will also grow by 2.9% to $1.7 billion, according to the study authored by Frost & Sullivan’s Mariana Fernandez.
“Pure-play cloud providers continue to expand offerings at a rapid place, while traditional contact center systems have been adding cloud offerings,” Nancy Jamison, Principal Analyst, Information & Communications Technologies, said in a statement. “Companies are looking to differentiate themselves through artificial intelligence (AI)-enhanced self-service applications, workforce experience management, and enriched analytics offerings.”
The cloud contact center market grew by 12.5% in 2018 as companies supported new channels, replaced legacy equipment, and integrated new technologies with existing premise systems. The analysts noted that contact center analytics, quality monitoring, and call recording were especially strong drivers.
Hybrid cloud
“Most of our customers, if not all, are considering hybrid test models. They allow broad test coverage at a reduced cost and execute test scenarios that best mirror customer behavior, both of which are vital for developing a comprehensive test strategy and assuring customer experience.”
- GCC President, John D-Anna
The research aligns with what we’re seeing in the market. Earlier this year, we launched hybrid cloud test automation capabilities with Hammer Cloud Platform (HCP). The test automation and active monitoring solution empowers to minimize, or even eliminate, toll charges and increase the reliability of test calls with in-country testing and monitoring. Companies can use HCP to generate traffic from any combination of on-premises, private or public cloud networks. The ability to test internal and external dialling plans across multiple regions ensures that test scenarios are authentic to customer experiences.
“Most of our customers, if not all, are considering hybrid test models,” GCC President, John D’Anna said. “They allow broads test coverage at a reduced cost and execute test scenarios that best mirror customer behavior, both of which are vital for developing a comprehensive test strategy and assuring customer experience.”
The Empirix approach
Though not included in the report, Frost & Sullivan this month praised Empirix’s solutions for being deployable in the cloud, on-site or hybrid and for integrating with third-party data sources within virtualized network infrastructures. Frost & Sullivan recognized picked Empirix as the 2019 Best Practice Award for Global Network and Test Monitoring Product Line Strategy Leadership.
“In addition to the Hammer Cloud Platform, Empirix offers a cloud-native, probe-free monitoring solution for enterprises and service providers to troubleshoot their physical, hybrid or virtual network infrastructure,” the analysts wrote in the award summary that can be downloaded here.
Further information about the study can be accessed here.
