The hosted call and contact center market is a lucrative market for the next-generation VoIP service provider that offers a tremendous opportunity for revenue and margin growth. While many service providers offer termination and SIP trunking services to the call and contact center markets, they most often miss out on the added margins associated to actually hosting and providing direct call queuing and agent routing services.
According to the recent report from Frost & Sullivan (contactcenter.frost.com), entitled North American Hosted Contact Center Markets, this market earned revenues of $396.4 million in 2008 and is estimated to reach $1.5 billion by 2015.
"Despite the economic downturn, market participants have had tremendous success with hosted deployments for new and existing clients," notes Frost & Sullivan Strategic Analyst Michael DeSalles. "Hosted technology providers offer a compelling set of financial and business benefits to a demanding client base. This includes the elimination of capital expenditures combined with access to a flexible agent deployment platform. Vendors today offer a full line-up of robust contact center features. This helps to significantly reduce costs, along with the opportunity to gain access to state-of-the-art technology. The days of massive financial outlays for contact center premise equipment are going away."