SOURCE: DMG Consulting LLC

April 23, 2008 08:00 ET

Hosted Contact Center Infrastructure Market to Grow 20% - 25% in 2008

DMG Consulting LLC, Leading Contact Center Research and Analyst Firm, Publishes the Authoritative Guide to Hosted Contact Center Infrastructure Market and Products

WEST ORANGE, NJ--(Marketwire - April 23, 2008) - DMG Consulting LLC, the leading 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, the industry's most comprehensive and timely guide to this developing market, products and vendors.

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."

DMG Consulting's 2008 Hosted Contact Center Infrastructure Market Report provides an in-depth analysis of all aspects of the market, including industry trends and directions, best practices, ROI, market share, market penetration rates, pricing, product functionality and technology. The Report features decision criteria for hosted contact center solutions, explains the benefits of these applications, and presents a buyer's guide critiquing the competitive landscape, a vendor satisfaction survey, and company reports. The Report is essential for end users researching investments in new solutions or upgrades. It is also ideal for vendors, investors and financial analysts.

The 2008 Hosted Contact Center Infrastructure Market Report provides an in-depth analysis of this emerging technology segment. The five vendors covered at a detailed level are: Aspect Software, Cisco Systems, Oracle Corporation, United Carrier Network, Inc. (UCN) and West Interactive. Genesys is also addressed at a high level.

To learn more about the 2008 Hosted Contact Center Infrastructure Market Report or to order a copy, go to www.dmgconsult.com, or contact Deborah Navarra at 516-628-1098 or deborah.navarra@dmgconsult.com.

About DMG Consulting LLC

DMG Consulting LLC is an advisory and consulting firm specializing in contact centers and real-time analytics. We are a strategic advisor to end users and vendors, large and small. Our mission is to help our clients build world-class contact centers by leveraging technology, process and people. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. And, we help vendors develop products and services that deliver differentiated innovation and benefits that suit the current and future needs of end users.

DMG Consulting is also the leading provider of industry research for many segments of the contact center market, including: Quality Management/Liability Recording, Speech Analytics, Contact Center Performance Management, Surveying, Workforce Management, Contact Center Outsourcing and Hosted Contact Center Infrastructure Solutions. DMG Consulting is a leading contributor to contact center, CRM and general business publications around the world. DMG Consulting publishes 2 to 3 articles monthly that are read by over 1 million readers around the globe.