Decision Matrix: Selecting A Hosted Contact Center Service In The US

May 2010 | 48 pages | ID: D9144C2A327EN
Ovum

Abstracts

This report explores the competitive dynamics within the multi-tenant hosted contact center service market in the US, and helps businesses select a vendor based on its technology strength, reputation among customers, and impact on the market. Ovum provides a complete view of vendor capabilities and advises on those that businesses should explore, consider and – most importantly – shortlist.

Contents

Executive summary
In a nutshell
Ovum view
Market developments
Hosted versus premises-based contact centers
Not just economic advantages
Three customer categories
Three service provider categories
Innovation comes through pricing models
Multi-tenant hosted moves quickly upstream
Virtualization: work-at-home, branches, and multiple centers
Objections to hosted remain
Decision Matrix
The hosted contact center service Decision Matrix
Market leaders: Verizon, LiveOps, inContact
The challengers: Convergys, Transera, Contactual, Five9
The prospect: LiveOps
Market leaders
The leaders’ radars
Market leaders: technology assessment
Market leaders: end-user sentiment
Market leaders: market impact
Vendor analysis
Contactual: hosted contact center services radars
Recommendation: consider
Convergys: hosted contact center services radars
Recommendation: consider
Five9: hosted contact center services radars
Recommendation: consider
inContact: hosted contact center services radars
Recommendation: shortlist
LiveOps: hosted contact center services radars
Recommendation: shortlist (SMEs); explore (large enterprise)
Transera: hosted contact center services radars
Recommendation: consider
Verizon: hosted contact center services radars
Recommendation: shortlist
Other notable hosted contact center services providers
AT&T
Qwest
West
Working Solutions
Summary
Appendix
Further reading
Definitions
Summary scores
Ovum ratings
Extended methodology
Technology assessment
End-user sentiment
Market impact
Sources

List Of Tables

LIST OF TABLES

Table 1: Hosted contact center services in the US Decision Matrix
Table 2: Hosted contact center services in the US Decision Matrix: vendor scores summary

List Of Figures

LIST OF FIGURES

Figure 1: Evolution and size bands of hosted contact center services in the US
Figure 2: Hosted contact center services in the US Decision Matrix
Figure 3: Market leaders analysis: technology assessment
Figure 4: Market leaders analysis: end-user sentiment
Figure 5: Market leaders analysis: market impact
Figure 6: Contactual radars
Figure 7: Convergys radars
Figure 8: Five9 radars
Figure 9: inContact radars
Figure 10: LiveOps radars
Figure 11: Transera radars
Figure 12: Verizon radars