DMG Consulting LLC, a provider of contact center and real-time analytics research, market analysis, and business strategy, operations and technology consulting services, has published the 2008 Hosted Contact Center Infrastructure Market Report.
DMG Consulting reports that there are over 385,000 hosted contact center seats in use around the world today. The projected slowdown in the U.S. economy will be a key stimulus fueling the adoption of hosted contact center solutions, as companies are compelled to reduce capital investments. The market is expected to grow by 25%-30% in 2009, according to DMG. DMG Consulting predicts that by the end of 2011, 30% to 35% of all new contact center seats will be hosted.
"Hosted contact center solutions enable companies large and small, as well as government agencies and institutions of higher education, to acquire leading-edge contact center technology," said Donna Fluss, founder and president of DMG Consulting. "Given the current economic outlook, hosting provides a great opportunity for organizations to improve their customers’ experience and provide differentiated service, without the need for a large, up-front capital investment or high start-up costs. Improving customer service and retaining customers should be a key focus for most organizations during tough economic times."
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