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The cloud contact center (CCC) services market is growing and maturing quickly. IDC estimates that U.S. spending on hosted contact center (HCC) services will increase at a CAGR of 10.8 percent until 2019.1 Consumer communication preferences and demands and contact center buyers' needs for greater efficiency and flexibility are forces driving growth in this market.
"We're honored to have eLoyalty named as a
According to the IDC MarketScape study, when customers were asked to assess the company's breadth of channels, fairness and competitiveness of pricing, scalability and flexibility, and whether the service helped with the regulatory compliance and leverage talent, they rated eLoyalty very favorably.
"Contact center environments have been challenged to evolve from complex, legacy solutions to modern architectures while maintaining service levels to their customers," said
1 IDC U.S. Hosted and Cloud Contact Center Services 2015-2019 Forecast: The Impact of Consumer Expectations, doc #255846,
ABOUT IDC MARKETSCAPE
IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of ICT (information and communications technology) suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor's position within a given market. IDC MarketScape provides a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of IT and telecommunications vendors can be meaningfully compared. The framework also provides technology buyers with a 360-degree assessment of the strengths and weaknesses of current and prospective vendors.