SOURCE: DMG Consulting LLC

DMG Consulting LLC

September 23, 2009 08:00 ET

Recession Spurs Growth in Hosted Contact Center Infrastructure Market

Segment Will Grow Rapidly as Companies Search for Cost-Effective Alternatives

WEST ORANGE, NJ--(Marketwire - September 23, 2009) - DMG Consulting LLC, a leading provider of contact center and real-time analytics market research and consulting services, today published the 2009 Hosted Contact Center Infrastructure Market Report.

The Report illustrates that even though 2008 was a down year for most technology products, the hosted contact center infrastructure market posted impressive growth and the first half of 2009 is proving to be even better. DMG's research showed that the worldwide economic recession actually drove many types of organizations in all verticals to consider hosted contact center infrastructure solutions. It is interesting to note that many of these companies are not risk takers in the classic sense, but rather companies that see hosting as an opportunity to do business differently, without a significant initial investment.

"The recession has been very kind to many hosted contact center and CRM application providers," said Donna Fluss, president of DMG Consulting. "End users who can't afford or do not have cash available for a major capital investment are seeking alternatives and turning to hosted solutions."

Growth of this market can be attributed to several factors including better, more stable and feature-rich solutions, increased contact center domain expertise and implementation best practices, and flexible pricing. The future is very promising for hosted contact center solutions, even after the recession abates. DMG forecasts that growth for the hosted contact center infrastructure market will be 30 percent, 35 percent and 20 percent each year from 2009 to 2011, respectively.

During its research, DMG Consulting found high levels of customer satisfaction for most of the hosted vendors. Quick deployments, minimal cash outlay, a rapid and quantifiable return on investment, a reduced maintenance burden and the opportunity to "try before you buy" are among the top reasons for satisfied customers. The six leading hosted contact center vendors detailed in the 2009 Hosted Contact Center Market Report are: BT, Contactual, Echopass, inContact, LiveOps and USAN.

This Report contains actionable information that prospective buyers need to make informed technology decisions and successfully implement their solutions -- detailed analysis on leading vendors, product functionality, benefits, market trends and share, opportunities and challenges, pricing, return on investment (ROI), best practices and customer satisfaction.

A unique component of this Report is a revenue analysis of the entire contact center technology market. This revenue breakdown was built by DMG from the ground up and details the top 18 contact center applications. It also contains the adoption rate and percentage of revenue attributed to the top 18 hosted contact center applications.

To learn more about the 2009 Hosted Contact Center Infrastructure Market Report or to order a copy, go to, or contact Deborah Navarra at 516.628.1098 or

About DMG Consulting LLC

DMG Consulting LLC is an independent research, advisory and consulting firm that provides strategic and tactical advice to contact center managers, vendors and the financial community about the contact center and analytics markets. Our mission is to help clients build world-class contact centers by leveraging technology, processes and people. We provide insight and guidance to 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.

DMG Consulting analyzes all aspects of the contact center market and publishes research on Quality Management/Liability Recording (WFO), Speech Analytics, Performance Management, Surveying/Feedback, Workforce Management, Contact Center Outsourcing, Hosted Contact Center Infrastructure and Interactive Voice Response Systems. DMG's consulting experience spans more than 2,000 end-user organizations and vendors. Our hands-on operational, technology and financial expertise gives us deep insight into what customers need and want from enterprises and vendors. For more information, visit

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