2014-2015 Cloud-Based Contact Center Infrastructure Market Report

ABSTRACT 2014-2015 Cloud-Based Contact Center Infrastructure Market Report The seventh edition of DMG Consulting s Cloud-Based Contact Center Infrastructure Market Report provides an in-depth analysis of all aspects of this dynamic and highly competitive IT sector. Renowned worldwide as the foremost analysis of this market, the 537-page Cloud-Based Contact Center Infrastructure Market Report gives contact center and IT managers the vendor, product, functional, technical, operational and pricing information they require to determine if they should acquire a cloudbased solution and, if so, which one is the best fit. This Report also provides insights into worldwide adoption, market trends and challenges, analyzes market activity, reviews customer satisfaction with vendors, and offers implementation best practices to help users realize the greatest continuing return on their cloud investments. The contact center infrastructure market has been around for a long time and includes many mature IT sectors that address the mission-critical needs of contact centers. Never before have we witnessed an all-out rebirth of an entire industry due solely to a new delivery model. This is what the cloud has done for the contact center. No longer is robust, flexible, innovative technology only for those with deep pockets and large operations. The cloud has literally changed the way companies interact with their customers, simply by making world-class technology accessible to any company regardless of size, location, budget or IT expertise. The cloud s innate flexibility, scalability, ease of use and cost-savings potential are really just the beginning and vendors and users alike agree. DMG estimates there are nearly 150 cloud-based contact center infrastructure vendors vying for users dollars, validating the cloud trend and making this a vibrant and extremely competitive market. Never before has there been such fervent entry into a market by existing and new vendors alike. The best part of this story is that all of this activity results in vendors racing to build differentiated solutions that deliver real value, giving buyers unprecedented choice and leverage in negotiating purchases. From a small user base of just 269,000 in 2008, the cloud-based contact center infrastructure market has picked up momentum year after year. Seats grew by 12.8% in 2013. While that rate is down significantly from the 32.5% jump in 2012, there is so much more to the big picture. DMG has never seen this market in a stronger position, or vendors executing more effectively. The slower adoption rate is a positive sign of market maturity of vendors actually being able to track and delineate sales of these solutions more accurately than ever before rather than a market slowdown. Now, a decade and a half after the debut of cloud-based contact center solutions, end users have become comfortable with leveraging them in critical service organizations. Many prefer these solutions to traditional on-premise alternatives, due to the obvious financial benefits and flexibility, and the fact that regular upgrades and ongoing innovation are available without geographical restrictions or any additional burden on internal IT resources. No longer having to worry about the operational and IT details of the technology they use, companies are better able to focus on differentiating their customer experience and reducing customer effort, which is what drives long-term success. Large contact center infrastructure vendors and emerging stand-alone solution providers alike are bringing innovative, reliable, robust cloud-based contact center infrastructure solutions to market. There are many marketing messages to sift through, and numerous options for users to adopt cloud solutions as they look to replace outdated technology or add new functionality to their contact centers and back-office environments. As a result, DMG advises prospective buyers to conduct thorough due diligence when evaluating cloud-based contact center infrastructure solutions. To aid in this process, DMG conducts an independent survey to measure end-user satisfaction with cloudbased contact center infrastructure vendors and their products, service, support, professional services, training and innovation. This study evaluates the performance of the eight leading and contending vendors analyzed in detail in the 2014-2015 Cloud- Based Contact Center Infrastructure Market Report. This year, the majority (61.5%) of satisfaction scores for all vendors in the 12 major categories surveyed product, implementation, system availability/uptime, professional services, training, ongoing service and support, system upgrades, product innovation, responsiveness to product enhancement requests, communication, product pricing, and the customer s overall satisfaction level with the vendor/solution fell into the highly satisfied range (4.0 to 4.66). 31.2% of the average ratings were in the satisfied range (3.0 to 3.95); 5.2% were in the somewhat satisfied range; and 2.1% were completely satisfied. The full results of the customer satisfaction study are available in the Report, and are helpful for prospects who are trying to differentiate the vendors and their offerings. DMG expects adoption of cloud-based contact center infrastructure solutions to continue, and predicts that the number of cloud-based seats will grow by 20% in 2014 and 2015, 18% in 2016 and 2017, and 16% in 2018. Although the percentages are expected to decrease, the number of new contact center infrastructure seats is expected to grow every year during this time period. Users should be aware that market consolidation is likely and will occur over the next several years, as there are too many vendors competing to meet the current market demand. The 2014 2015 Cloud-Based Contact Center Infrastructure Market Report covers 12 vendors in total. Eight are covered at an in-depth level 3CLogic, 8x8, Connect First, Five9, incontact, Interactive Intelligence, LiveOps and NewVoiceMedia. Content Guru, Enghouse, NexxPhase and VoltDelta are covered at a higher level. The Report also includes a comprehensive Vendor Directory that lists hundreds of vendors who provide a variety of cloud-based contact center systems and applications. Order Information: Please contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098 with any questions. You may also purchase the 2014-2015 Cloud-Based Contact Center Infrastructure Market Report online at www.dmgconsult.com.

Key Reasons to Buy This Report Overview of cloud-based/hosted contact center infrastructure technology, architecture and applications in the marketplace today Review of the underlying technology that is being used to build cloud-based contact center solutions Analysis of the market trends and challenges that are driving technical and functional innovation, usability and market adoption Summary of the new features that have recently come to market, and a preview of the emerging functionality and innovation that is planned for the next 12 to 18 months Analysis of the cloud-based contact center infrastructure competitive landscape Benefits and return on investment (ROI) from using cloud-based contact center infrastructure solutions Discussion of the multi-channel/omni-channel contact center imperative, with tactical and practical guidance and best practices Review of the critical role of automatic call distributor (ACD) and customer relationship management (CRM) systems in contact centers, and how to leverage the synergies of these solutions to drive intelligent and personalized customer interactions Exploration of how today s generation of interactive voice response (IVR) solutions is driving a better user experience Discussion of the increasing importance of outbound activities, and analysis of the outbound capabilities of leading and contending cloud-based contact center infrastructure solutions Thought-provoking presentation of how analytics-empowered solutions enhance the multichannel customer journey and how they will shape the contact center of the future A look at how cloud-based contact center infrastructure solutions are opening up a wide range of possibilities and options for small and mid-sized organizations that do not have big budgets for technology or the staff to support it Cloud-based contact center infrastructure market share analysis, adoption rate, and projections through 2018 Updated leadership criteria for the cloud-based contact center infrastructure competitors Company, financial, strategy and product overviews of the 12 leading and contending vendors In-depth review and side-by-side comparative analyses of the key functional and technical capabilities of the 8 leading and contending speech analytics solutions Best practices for implementing and managing a cloud-based contact center solution Comprehensive vendor satisfaction analysis that provides deep insights into all aspects of the products and vendor/customer relationships Detailed pricing analysis for leading and contending vendors Detailed company reports for 12 leading and contending cloud-based contact center infrastructure providers, analyzing their products, functionality and future product development plans Cloud-Based Contact Center Infrastructure Vendor Directory Report Highlights: There has never been a better time to consider the cloud: The cloud-based contact center infrastructure market is more active than ever, with nearly 150 vendors competing for user attention. The intense competition is driving innovation, and is presenting buyers with far more choices and the opportunity to structure very favorable deals when acquiring this technology. Although seat growth appears to have slowed, the big picture tells another story of a maturing market (finally): The cloud-based contact center infrastructure market has grown rapidly during the past few years. Seats grew by just 12.8% in 2013 (down from 32.5% in 2012), but the real story is exciting. This market has never been stronger, solutions are becoming mainstream, and vendors are consistently executing their plans. The drop in adoption actually signifies market maturity, ushering in a time where vendors can track and delineate sales of these solutions more accurately and with increased focus and transparency, due to their growing importance to the market and the companies that use them. Due diligence is key for users in the buying process: Buyers have unprecedented choice, with the option to acquire cloud-based solutions from large, established contact center infrastructure players, carriers or newer and more flexible vendors. The key to making the best choice is to conduct thorough due diligence dissecting vendor messaging and promises; carefully checking and testing the functionality by examining DMG s Report and requesting demonstrations and possibly conducting a pilot; checking vendor satisfaction ratings; and then obtaining references from other users. The customer satisfaction survey portion of this Report is designed to aid users in this process. Continued growth is certain: DMG predicts cloud-based contact center seats will grow by 20% in 2014 and 2015, 18% in 2016, and 2017 and 16% in 2018. Although the percentages are expected to decrease, the number of new contact center infrastructure seats is expected to grow every year. (DMG s estimates are almost always conservative, and there are many factors that could drive this IT sector to grow much more rapidly.) Sample Figure: Cloud-Based Contact Center Solutions Source: DMG Consulting LLC, October 2014

Table of Contents 1. Executive Summary 2. Introduction 3. DMG Consulting Research Methodology 3.1 Report Participation Criteria 4. Vendor Service Delivery Models 4.1 DMG Service Delivery Definitions 4.2 Vendor Service Delivery Options 5. Cloud-based Contact Center Infrastructure Overview 5.1 Core Cloud-Based Contact Center Functionality 5.2 Cloud-Based Contact Center Infrastructure Underlying Technology 5.3 Cloud-Based Contact Center Infrastructure Architecture 5.3.1 100% Cloud-Based Contact Center Infrastructure Environment with On-Premise PBX 5.3.2 Hybrid Cloud-Based Contact Center Infrastructure Environment 5.3.3 100% Cloud-Based Contact Center Infrastructure Environment with Cloud-Based PBX 5.3.4 Small and Mid-Sized Businesses Cloud-Based Contact Center Infrastructure Environment 6. New Cloud Technologies 6.1 Benefits of New Cloud Technologies 7. 2014 Cloud-Based Contact Center Infrastructure Trends and Challenges 7.1 Cloud-Based Contact Center Infrastructure Trends 7.2 Cloud-Based Contact Center Infrastructure Challenges 8. Contact Center Infrastructure Market Innovation 8.1 New Product Features 8.2 Future Enhancements 9. Cloud-Based Contact Center Infrastructure Competitive Landscape 9.1 Categories of Cloud-Based Contact Center Infrastructure Competitors 9.2 Who will Emerge as Market Leaders 9.3 Cloud-Based Contact Center Infrastructure Vendor Market Overview 10. Benefits and ROI of Cloud-Based Contact Center Infrastructure Solutions 10.1 Benefits 10.2 Return on Investment 11. The Multi-Channel Contact Center 11.1 What is a Multi-Channel Contact Center? 11.2 Deciding Which Channels to Support 11.3 The Do s and Don ts of Multi-Channel Contact Centers 11.4 What Makes a Good Multi-Channel Contact Center Agent? 11.5 Millennials in Contact Centers 11.6 Hiring Practices for Multi-Channel Contact Centers 11.7 Vendor Multi-Channel/Blending Capabilities 12. Core Contact Center Applications 12.1 The Critical Role of ACDs and CRM Applications 12.2 Better Together: Using CRM and ACD to Drive Personalized Customer Interactions 12.3 Benefits of ACD/CRM Integrations 12.4 Adaptive and Intelligent Real-Time Routing 12.5 Case Studies: Personalizing Contact Center Interactions with Adaptive and Intelligent Routing 13. Next-Generation IVRs Prompt a Better Customer Experience 13.1 Visual IVR 13.2 Voice Biometrics 13.3 IVR Analytics 13.4 Simplified IVR Development Environments 13.5 Multi-Channel Outbound IVRs 14. Outbound Solutions 14.1 Outbound Dialing Modes 14.2 Cloud-Based Contact Center Infrastructure Vendor Outbound Capabilities

Table of Contents 15. Analytics-Empowered Multi-Channel Engagement 15.1 Using Analytics to Enhance the Customer Journey 15.2 Adaptive Intelligent Routing 15.3 Speech Analytics 15.4 Real-Time Speech Analytics 15.5 Text Analytics 15.6 Desktop Analytics 15.7 Voice of the Customer (VoC) Multi-Channel Analytics 15.8 Customer Experience Analytics (CEA) 15.9 Predictive Analytics 15.10 Analytics will Shape the Contact Center of the Future 16. SMBs Turn to the Cloud to Help Them Deliver Outstanding Service 16.1 What Contact Center Applications are Needed by Small Businesses? 16.2 Decision Framework: Will your Organization Benefit from a Contact Center? 16.3 Vendor SMB Capabilities 17. Cloud-Based Contact Center Infrastructure Market Share Analysis 18. Cloud-Based Contact Center Infrastructure Market Projections 18.1 Considerations Regarding DMG s Projections 19. Adoption of Cloud-Based Contact Center Infrastructure Solutions 20. Cloud-Based Contact Center Infrastructure Leadership Criteria 20.1 Business Leadership Criteria 21. Vendor Snapshots 21.1 High-Level Company and Financial Data 21.2 Vendor Strategy and Positioning 21.3 Vendor Product Offerings 21.4 Packaged Offerings 22. Contact Center Infrastructure Detailed Technology Analysis 22.1 Unified Communications 22.2 Multi-Tenancy 22.3 Session Initiation Protocol 22.4 Security 22.5 Data Center Back-up and Contingency 22.6 Integration Capabilities 23. Contact Center Infrastructure Detailed Functional Analysis 23.1 Automatic Call Distributor 23.2 Interactive Voice Response/Voice Portal 23.3 Computer Telephony Integration 23.4 Customer Relationship Management 23.5 Call Recording 23.6 Quality Management/Quality Assurance 23.7 Performance Management 23.8 Speech Analytics 23.9 Surveying 23.10 Social Media 23.11 Workforce Management 23.12 Supervisory Features 23.13 Desktop Analytics 23.14 Text Analytics 24. Best Practices for Building and Managing Cloud-Based Contact Center Solutions 24.1 New Cloud-Based Contact Center Infrastructure Lifecycle Model 24.2 Building the Project Team 24.3 Implementation Planning

Table of Contents 24.3.1 Vendor Implementation Process 24.3.2 Vendor Implementation Best Practices 24.3.3 Professional Services and Training 24.4 Managing the Contact Center on an Ongoing Basis 24.5 Establishing Cloud-Based Service Level Agreements 24.5.1 Vendor SLA Agreements 24.5.2 Vendor Maintenance and Support Services 24.6 Best Practices for Building and Maintaining a Good Relationship with Cloud-Based Contact Center Infrastructure Vendors 25. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis 25.1 Summary of Survey Findings and Analysis 25.2 Detailed Survey Findings and Analysis 25.3 Vendor Satisfaction by Category 25.4 Customer Background and Insights 25.4.1 Customer Background 25.5 Customer Insights 25.5.1 Primary Drivers in the Decision to Utilize Cloud-Based Contact Center Infrastructure 25.5.2 Primary Concerns in the Decision to Utilize Cloud-Based Contact Center Infrastructure 25.5.3 Top 3-5 Benefits Gained from Using a Cloud-Based Contact Center Infrastructure Solution 25.5.4 Strengths of Cloud-Based Contact Center Infrastructure Solutions 25.5.5 Challenges of Cloud-Based Contact Center Infrastructure Solutions 25.5.6 Product Enhancements 25.5.7 Additional Comments 26. Pricing 26.1 Pricing Structure 26.2 Vendor Pricing, 50-Seat Implementation 26.3 Vendor Pricing, 250- Seat Implementation 27. Company Reports 27.1 3CLogic 27.2 8x8 27.3 Connect First 27.4 Content Guru 27.5 Enghouse Interactive 27.6 Five9 27.7 incontact 27.8 Interactive Intelligence 27.9 LiveOps 27.10 NewVoiceMedia 27.11 NexxPhase 27.12 VoltDelta 28. Cloud-Based Contact Center Infrastructure and Application Vendor Directory

Table of Figures Figure 1: DMG s Service Delivery Model Definitions Figure 2: Service Delivery Options Figure 3: Cloud-Based Contact Center Solutions Figure 4: 2014 2015 Cloud-Based Contact Center Infrastructure Solution Overview Figure 5: 100% Cloud-Based Contact Center Infrastructure Environment with On-Premise PBX Figure 6: Hybrid Cloud-Based Contact Center Infrastructure Environment Figure 7: 100% Cloud-Based Contact Center Infrastructure Environment with Cloud-Based PBX Figure 8: SMB Cloud-Based Contact Center Infrastructure Environment Figure 9: Benefits of Cloud-Based Technologies Figure 10: 2014 2015 Cloud-Based Contact Center Infrastructure Trends Figure 11: 2014 2015 Cloud-Based Contact Center Infrastructure Challenges Figure 12: New Product Features Figure 13: Future Enhancements Figure 14: Cloud-Based Contact Center Infrastructure Competitive Landscape Figure 15: Benefits of Cloud-Based Contact Center Solutions Figure 16: Benefits of Cloud-Based Contact Center Solutions Figure 17: Multi-Channel Contact Center Figure 18: Management Tips for Multi-Channel Contact Centers Figure 19.1: Multi/Omni-Channel Capabilities Figure 19.2: Multi/Omni-Channel Capabilities Figure 19.3: Multi/Omni-Channel Capabilities Figure 20: Top Three Contact Center Systems Figure 21: Contact Center Technology and Applications Figure 22: Benefits of ACD/CRM Integrations Figure 23: Adaptive & Intelligent Real-Time Routing Defined Figure 24: Customer Service Scenario Figure 25: Sales Scenario Figure 26: Top IVR KPIs Figure 27.1: Outbound Solutions Figure 27.2: Outbound Solutions Figure 27.3: Outbound Solutions Figure 28: The New Business Dynamic Figure 29: Adaptive Intelligent Routing Strategies Figure 30: Speech Analytics Figure 31: Real-Time Speech Analytics Figure 32: Text Analytics Figure 33: Desktop Analytics Figure 34: The New Voice of the Customer Concept Figure 35: Customer Journey Analytics Figure 36: Predictive Analytics Figure 37: The Contact Center of the Future Figure 38: Top Cloud-Based Contact Center Infrastructure Solution Capabilities for Small and Mid-Sized Companies Figure 39: Contact Center Decision Framework Figure 40.1: Small/Mid-Sized Business (SMB) Offering Figure 40.2: Small/Mid-Sized Business (SMB) Offering Figure 41: Cloud-Based Contact Center Infrastructure Market Activity, as of August 2014 Figure 42: Cloud-Based Contact Center Infrastructure Market Share, by Seats, as of August 2014 Figure 43: 2013 Cloud-Based Contact Center Infrastructure Market Share, by Number of Customers Figure 44: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2013 vs. 2012 Comparison Figure 45: Cloud-Based Contact Center Infrastructure Seats by Vendor, 2013 vs. 2012 Comparison Figure 46: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2013 vs. 2012 Comparison Figure 47: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2013 vs. 2012 Comparison Figure 48: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2008 2013 Figure 49: Cloud-Based Contact Center Infrastructure Seat Trend Analysis Graph, 2008 2013 Figure 50: Cloud-Based Contact Center Infrastructure Seats and Growth Rates, 2008 2013 Figure 51: Cloud-Based Contact Center Infrastructure Seats and Growth Rates Figure 52: Cloud-Based Contact Center Infrastructure Seats, Projections and Adoption Rate, 2014 2018 Figure 53: Cloud-Based Contact Center Infrastructure: Actual and Projected Adoption Rates, 2008 2018 Figure 54: Leadership: Business Figure 55: Leadership: Solution Figure 56: Leadership: Platform Figure 57: Leadership: People Figure 58.1: Company Information Figure 58.2: Company Information Figure 58.3: Company Information

Table of Figures Figure 59: Company Strategy Figure 60: Product Information Figure 61.1: Packaged Solutions Figure 61.2: Packaged Solutions Figure 62.1: High-Level Technical Analysis Figure 62.2: High-Level Technical Analysis Figure 62.3: High-Level Technical Analysis Figure 63.1: Unified Communications Figure 63.2: Unified Communications Figure 64.1: Multi-Tenancy Figure 64.2: Multi-Tenancy Figure 65.1: SIP Figure 65.2: SIP Figure 66.1: Security Figure 66.2: Security Figure 66.3: Security Figure 67.1: Data Center, Back-up, Disaster Recovery and Contingency Figure 67.2: Data Center, Back-up, Disaster Recovery and Contingency Figure 68.1: Integration Capabilities Figure 68.2: Integration Capabilities Figure 69.1: High-Level Functional Analysis Figure 69.2: High-Level Functional Analysis Figure 70.1: Automatic Call Distributor (ACD) Figure 70.2: Automatic Call Distributor (ACD) Figure 70.3: Automatic Call Distributor (ACD) Figure 71.1: Interactive Voice Response (IVR)/Voice Portal Figure 71.2: Interactive Voice Response (IVR)/Voice Portal Figure 71.3: Interactive Voice Response (IVR)/Voice Portal Figure 72.1: Computer Telephony Integration (CTI) Figure 72.2: Computer Telephony Integration (CTI) Figure 73.1: Customer Relationship Management (CRM) Software Figure 73.2: Customer Relationship Management (CRM) Software Figure 73.3: Customer Relationship Management (CRM) Software Figure 74.1: Call Recording Figure 74.2: Call Recording Figure 75.1: Quality Assurance (QA)/Management (QM) Figure 75.2: Quality Assurance (QA)/Management (QM) Figure 76: Contact Center Performance Management Process Figure 77: Three Modes of Contact Center Performance Management Figure 78.1: Performance Management Figure 78.2: Performance Management Figure 79.1: Speech Analytics Figure 79.2: Speech Analytics Figure 80.1: Surveying/Voice of the Customer (VOC) Figure 80.2: Surveying/Voice of the Customer (VOC) Figure 81: Social Customer Care Servicing Applications Figure 82.1: Social Media Figure 82.2: Social Media Figure 83.1: Workforce Management (WFM) Figure 83.2: Workforce Management (WFM) Figure 84.1: Supervisory Features Figure 84.2: Supervisory Features Figure 84.3: Supervisory Features Figure 85.1: Desktop Analytics (DA) Figure 85.2: Desktop Analytics (DA) Figure 86.1: Text Analytics (TA) Figure 86.2: Text Analytics (TA) Figure 87: Cloud-Based Contact Center Infrastructure Lifecycle Figure 88.1: Vendor Implementation Process Figure 88.2: Vendor Implementation Process Figure 89.1: Implementation Best Practices Figure 89.2: Implementation Best Practices Figure 90.1: Professional Services and Training Figure 90.2: Professional Services and Training Figure 91: KPIs for Cloud-Based Contact Center Solutions

Table of Figures Figure 92.1: Service Level Agreements (SLAs) Figure 92.2: Service Level Agreements (SLAs) Figure 93.1: Maintenance and Ongoing Support Figure 93.2: Maintenance and Ongoing Support Figure 94: Customer Survey Rating Categories Figure 95: Average Satisfaction Ratings, by Category Figure 96: Product Satisfaction Ratings by Category Figure 97: Ease of Use/Configuration/Maintenance Satisfaction Ratings, by Customer Figure 98: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer Figure 99: Inbound ACD Features and Functionality Satisfaction Ratings, by Customer Figure 100: Routing and Queuing Satisfaction Ratings, by Customer Figure 101: Agent Interface Satisfaction Ratings, by Customer Figure 102: Supervisor Interface Satisfaction Ratings, by Customer Figure 103: Administration Environment Satisfaction Ratings, by Customer Figure 104: Overall Product Features and Functionality Satisfaction Ratings, by Customer Figure 105: Interactive Voice Response System Satisfaction Ratings, by Customer Figure 106: Outbound Features and Functionality Satisfaction Ratings, by Customer Figure 107: Blended (Inbound/Outbound) Capabilities Satisfaction Ratings by Customer Figure 108: Compliance Features Satisfaction Ratings, by Customer Figure 109: Multi-Channel Capabilities Satisfaction Ratings, by Customer Figure 110: Scripting Capabilities Satisfaction Ratings, by Customer Figure 111: Dashboards Satisfaction Ratings, by Customer Figure 112: Real-Time Reporting Satisfaction Ratings, by Customer Figure 113: Historical Reporting Satisfaction Ratings, by Customer Figure 114: Design Environment Satisfaction Ratings, by Customer Figure 115: System Flexibility Satisfaction Ratings, by Customer Figure 116: System Security Satisfaction Ratings, by Customer Figure 117: System Scalability Satisfaction Ratings, by Customer Figure 118: Platform Reliability and Dependability Satisfaction Ratings, by Customer Figure 119: Business Continuity/Disaster Recovery Capabilities Satisfaction Ratings, by Customer Figure 120: Implementation Satisfaction Ratings, by Customer Figure 121: System Availability and Uptime Satisfaction Ratings, by Customer Figure 122: Professional Services Satisfaction Ratings, by Customer Figure 123: Training/Workshops Satisfaction Ratings, by Customer Figure 124: Ongoing Service and Support Satisfaction Ratings, by Customer Figure 125: System Upgrade Satisfaction Ratings, by Customer Figure 126: Product Innovation Satisfaction Ratings, by Customer Figure 127: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer Figure 128: Vendor Communication Satisfaction Ratings, by Customer Figure 129: Product Pricing Satisfaction Ratings, by Customer Figure 130: Overall Vendor Satisfaction Ratings, by Customer Figure 131: What contact center applications are you using from your cloud-based contact center infrastructure vendor? Figure 132: What contact center activities do you use your cloud-based contact center infrastructure to support? Figure 133: What channels do you use your cloud-based contact center infrastructure to support? Figure 134: What were the top 3-5 primary drivers in the decision to purchase a cloud-based contact center infrastructure solution? Figure 135: What were the 3-5 biggest concerns you had to overcome in choosing a cloud-based contact center infrastructure solution? Figure 136: What were the top 3-5 benefits gained from using a cloud-based contact center infrastructure solution? Figure 137: Please tell us the top 3-5 strengths of your cloud-based contact center infrastructure solution. Figure 138: Please tell us the top 3-5 challenges of your cloud-based contact center infrastructure solution. Figure 139: Please list the product enhancements you would like to see. Figure 140: Additional comments about your experience with the vendor and/or product Figure 141.1: Pricing Structure Figure 141.2: Pricing Structure Figure 142: 50-Seat Cloud-Based Contact Center Infrastructure Price Ranges, 2011 2014 Comparison Figure 143.1: Pricing 50-Seat System Figure 143.2: Pricing 50-Seat System Figure 144: 250-Seat Cloud-Based Contact Center Infrastructure Price Ranges, 2011 2014 Comparison Figure 145.1: Pricing 250-Seat System Figure 145.2: Pricing 250-Seat System Order Information: Please contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098 with any questions. You may also purchase the 2014-2015 Cloud-Based Contact Center Infrastructure Market Report online at www.dmgconsult.com.