DMG Cloud-Based Contact Center Infrastructure Market Report

With so many contact center options on the market, how do you choose? DMG Consulting's annual market report highlights Twilio as a leading contact center platform.

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DMG Cloud-Based Contact Center Infrastructure Market Report

Communication is critical to keeping customers informed and engaged. But most businesses struggle with this. Business communication can tend toward extremes: it can be too little, too much, untimed, or irrelevant. Ultimately, for businesses to communicate the right information to the right people at the right time using the right channel, they need the right systems.

Buy vs. Build Dilemma

Traditionally, businesses had only two choices for communication systems: use off-the-shelf software (SaaS), which it is fast to deploy but hard to change, or build their own system of engagement from the ground up. Off-the-shelf software is predefined business logic for function or channel which narrows their ultimate breadth of scope. It requires complex and brittle integrations with other engagement and data systems. It ends up being used as a silo, limiting customer engagement at best, and often leading to experiences that disengage users.

Building a custom solution requires development time and expertise. It’s hard to predict how long or how much such systems would cost to deploy or run. However, with the rise of cloud-based contact center infrastructure, businesses can accelerate their customer engagement roadmap by using application platforms. This option offers the best of both worlds—the flexibility of APIs combined with the implementation speed and predictability of an off-the-shelf solution.

Cloud-Based Contact Center Platforms

In a short time, the cloud has radically transformed the contact center industry. Developers today use cloud-based contact center platforms to build adaptive applications that can be modified and adjusted, often very rapidly. This is because no single software vendor can foresee the business logic of a customer-focused company for more than a couple of years. With the ability to create customizable communications experiences in record time, engagement cloud providers like Twilio are offering a contact center solution for today...and tomorrow.

It also helps them launch new experiences quickly, to keep up with customers’ expectations or gain lead against the competition. As Chris Jenkins, Director of Advertising Systems at Scorpion Marketing, said about their experience using Twilio, “We built a multi-channel contact center powerful enough to compete in an area traditionally dominated by outsourcing and SaaS solutions — at a fraction of the cost.”

Many of the up-and-coming contact center cloud vendors are actually built on top of the Twilio platform. As a result, Twilio is a significant reason the landscape of vendors will look so different in the future. With 1.9 million developers on the platform, Twilio gives customers the flexibility to create a custom engagement solution without the custom code.

DMG Cloud-Based Contact Center Infrastructure Market Report

Within the contact center market, few industry luminaries are more legendary than Donna Fluss and the team at DMG, in part for their in-depth market reports. With the release of DMG’s 2017-2018 Cloud-Based Contact Center Infrastructure Market Report, the consulting firm marked their 10th annual release of this authoritative market report. The report will help decision-makers learn how, when and why to embed communications—such as SMS, voice, video, chat, and notifications—into their applications and processes.

DMG claims 2017 was a breakthrough year for the cloud-based contact center infrastructure (CBCCI) market. With more than 150 CBCCI competitors worldwide, and hundreds of system integrators, value-added resellers (VARs), distributors, and technology partners, the sector is growing more quickly than ever before. While this growth is positive in many ways, a crowded marketplace can make it difficult for customers to decide which solutions to implement.

To help with this process, DMGs report simplifies the criteria to consider when evaluating options, and provides an in-depth look at the current top 12 companies leading the market - Twilio is #3 after Cisco and Broadsoft, which Cisco announced it would acquire. Twilio’s rapid inclusion as a market leader signals a shifting center of gravity within the cloud contact center market.

DMG’s complete report spans 588 pages. We’re making these insights available for free by offering a download of key sections from the report.