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Global Cloud-Based Contact Center Infrastructure Market Report 2021-2022 Featuring 12 Vendor Categories, 10 Product Features, 7 Platform Features and 5 WFO/WEM Applications -

·4-min read

DUBLIN, October 22, 2021--(BUSINESS WIRE)--The "2021-2022 Cloud-Based Contact Center Infrastructure Product and Market Report" report has been added to's offering.

The 2021 - 2022 Cloud-Based Contact Center Infrastructure Product and Market Report covers 11 leading and contending vendors: 88, Alvaria (formed by the merger of Aspect Software and Noble Systems), Bright Pattern, Cisco, Five9, NICE CXone, Puzzel, Salesforce, Twilio, UJET and Vonage. Salesforce is covered at a high level. The report provides a detailed analysis of the vendors, products, functional capabilities and pricing. It also includes satisfaction survey results for each of the featured vendors.

The Report examines the competitive landscape and the business, market and technology trends driving this fast-growing and increasingly vital IT segment. This edition also looks ahead to the strategic and tactical requirements for contact centers to thrive in a post-pandemic world.

This report is intended to help contact center, IT and enterprise leaders and managers in small, mid-size and large companies select the right solution, functionality and partner to meet their organization's current and future cloud-based contact center infrastructure needs.

Strengthening demand for CBCCI solutions during the past 18 months has driven a surge of activity in this market, including a substantial number of mergers and acquisitions. the publisher expects the CBCCI market to continue to pick up momentum over the next 5 years, and likely for at least the following 10, as there are many premise-based contact center seats to replace and even more enterprise-wide opportunities opening up.

The CBCCI market is active, and the future looks very bright

The CBCCI market is the fastest growing IT sector in contact centers because these solutions are giving enterprises what they want - the agility to meet their customers' evolving inbound and outbound needs, in voice and digital channels. Innovation in the contact center market is focused on cloud-based solutions.

These CBCCI vendors are investing heavily in research and development (R&D) to enable their clients to deliver an outstanding and differentiated customer experience, cost-effectively. The adoption rate of CBCCI seats was only an estimated 17% as of the end of the calendar year 2020, evidencing the substantial opportunities these vendors have to open up the rest of the contact center market. But this is just a small piece of the addressable market for these valuable customer-facing solutions.

The publisher predicts that CBCCI functionality will become a standard productivity tool across enterprises in the next 10 years. This means that CBCCI capabilities will be used by a large percentage of knowledge workers far beyond the contact center.

The Report Includes:

  • Overview of the core and optional functional building block components of CBCCI solutions,

  • Business and market trends and challenges that are influencing investments and accelerating innovation and adoption

  • CBCCI market innovation, including a review of capabilities and functionality that have been recently introduced or are planned to be delivered in the next 12 - 18 months

  • How COVID-19 became a catalyst for change in the world of customer service and contact centers, accelerating digital transformation and other enhancements and innovations

  • How AI is going to alter and improve contact center technology and operations during the next 5 - 20 years

  • How customer expectations for a great service experience have been altered by the pandemic, and what delivering an outstanding customer experience (CX) means today and post-pandemic

  • Timely discussion of the pivotal role of CBCCI solutions in the contact center's ability to support a work-at-home (WAH) and hybrid staffing model

  • Review and assessment of the CBCCI competitive landscape, including a high-level company overview and key functional capabilities of the CBCCI solutions, with a high-level overview of the WFO/WEM components in the featured CBCCI solutions

  • High-level technical components overview, including administration and provisioning, recording, security and compliance, business intelligence (BI) analytics and reporting, and data center, backup, disaster recovery (DR) and business continuity (BC) capabilities

  • Implementation analysis; vendor implementation methodology and best practices, professional services, training and workshops, return on investment (ROI) time frame and service level agreements (SLAs)

  • Customer satisfaction survey results that measure and rank the vendors across 12 vendor categories, 10 product features, 7 platform features and 5 WFO/WEM applications

  • Vendor pricing structure and a breakdown of one-time and ongoing costs for a 250-seat CBCCI implementation for a voice-only, omnichannel and digital-channel-only implementation for the 10 solutions featured in this Report

  • Detailed company reports for the CBCCI solution providers covered in the report, analyzing their products, functionality and future R&D plans

  • CBCCI Vendor Directory

Company Reports

  • 88

  • Alvaria

  • Bright Pattern, Inc.

  • Cisco

  • Five9, Inc.

  • NICE CXone

  • Puzzel Ltd.

  • Salesforce

  • Twilio, Inc.

  • UJET

  • Vonage Holdings Corp.

For more information about this report visit

View source version on

Laura Wood, Senior Press Manager
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