DMG Consulting, founded by Donna Fluss, has long been one of my favorite analyst firms because of the depth and breadth of their understanding and expertise in the contact center (as well as other) application space. They are known for publishing very detailed, informative and comprehensive reports no matter the topic.
That’s why we are happy to post a Reprint excerpted from the 2015 /2016 Cloud-Based Contact Center Infrastructure Market Report and I hope you’ll download a copy of our reprint. If you’re looking for an in-depth analysis of the dynamic cloud Contact Center as a Service (CCaaS) market I highly recommend the source report, her eighth annual report on this topic with over 500 pages of analysis.
In the report you will find Enghouse Interactive’s Contact Center Service Provider (CCSP) is estimated as the most widely used cloud contact center platform in the world. Our service provider partners manage over 280,000 named agents at more than 1000 end customer (tenants.)
That means we have 3 times more end customers than the vendor ranked second and have 80% more seats than the vendor ranked third! With 14.3% of the market CCSP is the most selected CCaaS platform for organizations wishing to offer a cloud-based contact center to their end customers.
We continue to believe that it is service providers who are ideally positioned to offer CCaaS as they have the core infrastructure, network and operational ability needed to deliver cloud applications as a service.
Read more about our position as the most widely-used cloud contact center platform in our Press Release.