In a A new Hosted Contact Center Infrastructure Market Report, DMG Consulting estimates as ofathe end of 2009, that there were at last 339,850 hosted contact center seats in the market, having grown by 20.9% from 2008. This market now has strong momentum and is expected to continue to grow rapidly for the next four years.
DMG Consulting predicts that the market will increase by 35% in 2010, 25% in 2011, 20% in 2012, and 18% in 2013. Given that the contact center infrastructure market is mature and sales of premise-based ACDs are expected to be modest, these numbers represent a significant paradigm shift. These projections make it clear that hosting core contact center infrastructure has moved from an insignificant activity to one that is increasingly considered mainstream.