SALT LAKE CITY — January 17, 2012 — A recent report from industry analyst firm DMG Consulting LLC shows that the pace of adoption of hosted contact center solutions continued to accelerate in 2011 and named inContact, Inc. the market share leader, based on agent seats, in this rapidly growing space. inContact (NASDAQ: SAAS) is the world’s leading provider of cloud contact center software.
DMG Consulting helps end users build world-class differentiated contact centers and vendors develop high-value solutions for the market. The Hosted Contact Center Infrastructure Market Report addresses the cloud contact center market, vendors and trends. Among the 17 companies covered in the report, inContact emerged the clear market share leader based on number of agent seats.
“The adoption of hosted contact center solutions continues to accelerate, as organizations of all sizes recognize its advantages and as cloud functionality closes the feature gap with premise-based offerings,” said Donna Fluss, president of DMG Consulting. “2012 is expected to be a very strong year for the cloud-based contact center infrastructure market.”
DMG expects the hosted contact center market to continue to experience strong growth in 2012 due to important industry trends, including:
- the need for virtual, multi-channel and flexible servicing infrastructures
- a slowly recovering economy, which is limiting capital investments
- cloud-based contact center solutions are starting to be perceived as mainstream for small and mid-sized organizations; adoption in large environments is starting to pick up momentum
- innovation in underlying cloud architecture and scalability, and broadening functional capabilities of some of the solutions
“We are pleased to receive this important validation of our market leadership from DMG Consulting,” said Paul Jarman, inContact CEO. “Our recently announced distribution partnerships with Siemens Enterprise Communications and Verizon and our success with more and more enterprise customers makes us strongly believe that inContact has never been better positioned to take advantage of the opportunities ahead of us.”
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inContact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center software solutions. The company’s services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit www.inContact.com.
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