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The market for cloud-based contact center infrastructure, once driven by cost, is increasingly driven by a more nuanced view of the benefits of the cloud.


  • The pace of development in cloud platforms is rapidly bringing feature parity with premise-based infrastructure as well as increased confidence in system reliability.

Features and Benefits

  • Explains the market trends behind the growth of cloud contact center infrastructures.
  • Analyzes the types of cloud deployments that enterprises are considering for their contact centers.

Key questions answered

  • What are the market trends and drivers behind the rapid move to the cloud?
  • What kinds of features are enterprises considering when evaluating cloud platforms?
  • Is the cloud having an impact on premise market players?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages

Market trends and drivers

  • Security issues are becoming more nuanced
  • The aggressive shift to cloud has prompted innovation
  • Enterprises are moving to shorter-term contracts
  • The markets for cloud-based contact center, collaboration, and communications are converging
  • Local data is important to enterprises
  • CRM made it safe to move critical apps to the cloud
  • The competitive landscape is shifting


  • Recommendations for enterprises
  • Recommendations for vendors


  • Methodology
  • Further reading
  • Author

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