Table of Content

Table of Contents

Executive Summary
Key Findings
Key Findings (continued)
Key Findings (continued)

Market Definitions
Definitions—Cloud Contact Center
Definitions—Contact Center as a Service
Cloud-based Contact Center Solutions Market Definitions
CCaaS Ecosystem
CCaaS Ecosystem—Type of Companies
Scope of Research
Cloud-Based Contact Center Solutions Capabilities
Market Definitions

Market Overview
The Rise of Cloud Computing
The Rise of Cloud Computing (continued)
The Rise of Cloud Computing (continued)
Market Drivers and Restraints
Key Takeaways from the European CCaaS Market
Key Takeaways from the European CCaaS Market (continued)
European CCaaS Ecosystem—Market Orientation
Revenue Forecast
Market Share
Cloud Migration

Market Trends
Market and Solution Trends
Solution Trends—Rising Attention to Omnichannel Solutions
Solution Trends—Rising Attention to Omnichannel Solutions (continued)
Solution Trends—Increasing Availability of Data and Analytical Maturity
Solution Trends—Increasing Availability of Data and Analytical Maturity (continued)
Solution Trends—Rising Impact of AI
Solution Trends—Rising Impact of AI (continued)
Solution Trends—Widespread Adoption of WFO Capabilities
Market Trends—Work-at-home-agents Model
Market Trends—Increasing Number of Deep Integrations and Acquisitions
Market Trends—Emergence of Start-ups with Value Propositions
Market Trends—Contact Center Shift to Customer Engagement Center
Market Trends—Hyper-personalization of CX

Vendor Profile—3CLogic
Company Profile—3CLogic
Company Profile—3CLogic (continued)
Company Profile—3CLogic (continued)
Company Profile—3CLogic (continued)
Company Profile—3CLogic (continued)

Vendor Profile—8x8
Company Profile—8x8
Company Profile—8x8 (continued)
Company Profile—8x8 (continued)
Company Profile—8x8 (continued)
Company Profile—8x8 (continued)
Company Profile—8x8 (continued)
Company Profile—8x8 (continued)

Vendor Profile—Akio
Company Profile—Akio
Company Profile—Akio (continued)
Company Profile—Akio (continued)
Company Profile—Akio (continued)
Company Profile—Akio (continued)
Company Profile—Akio (continued)

Vendor Profile—Altitude Software
Company Profile—Altitude Software
Company Profile—Altitude Software (continued)
Company Profile—Altitude Software (continued)
Company Profile—Altitude Software (continued)
Company Profile—Altitude Software (continued)
Company Profile—Altitude Software (continued)
Company Profile—Altitude Software (continued)
Company Profile—Altitude Software (continued)

Vendor Profile—Aspect Software
Company Profile—Aspect Software
Company Profile—Aspect Software (continued)
Company Profile—Aspect Software (continued)
Company Profile—Aspect Software (continued)
Company Profile—Aspect Software (continued)
Company Profile—Aspect Software (continued)
Company Profile—Aspect Software (continued)

Vendor Profile—Bright Pattern
Company Profile—Bright Pattern
Company Profile—Bright Pattern (continued)
Company Profile—Bright Pattern (continued)
Company Profile—Bright Pattern (continued)
Company Profile—Bright Pattern (continued)
Company Profile—Bright Pattern (continued)

Vendor Profile—ComputerTalk
Company Profile—ComputerTalk
Company Profile—ComputerTalk (continued)
Company Profile—ComputerTalk (continued)
Company Profile—ComputerTalk (continued)
Company Profile—ComputerTalk (continued)
Company Profile—ComputerTalk (continued)
Company Profile—ComputerTalk (continued)

Vendor Profile—Content Guru
Company Profile—Content Guru
Company Profile—Content Guru (continued)
Company Profile—Content Guru (continued)
Company Profile—Content Guru (continued)
Company Profile—Content Guru (continued)
Company Profile—Content Guru (continued)
Company Profile—Content Guru (continued)

Vendor Profile—Diabolocom
Company Profile—Diabolocom
Company Profile—Diabolocom (continued)
Company Profile—Diabolocom (continued)
Company Profile—Diabolocom (continued)

Vendor Profile—Dixa
Company Profile—Dixa
Company Profile—Dixa (continued)
Company Profile—Dixa (continued)
Company Profile—Dixa (continued)
Company Profile—Dixa (continued)

Vendor Profile—Enghouse Interactive
Company Profile—Enghouse Interactive
Company Profile—Enghouse Interactive (continued)
Company Profile—Enghouse Interactive (continued)
Company Profile—Enghouse Interactive (continued)
Company Profile—Enghouse Interactive (continued)
Company Profile—Enghouse Interactive (continued)

Vendor Profile—Five9
Company Profile—Five9
Company Profile—Five9 (continued)
Company Profile—Five9 (continued)
Company Profile—Five9 (continued)
Company Profile—Five9 (continued)
Company Profile—Five9 (continued)
Company Profile—Five9 (continued)

Vendor Profile—Genesys
Company Profile—Genesys
Company Profile—Genesys (continued)
Company Profile—Genesys (continued)
Company Profile—Genesys (continued)
Company Profile—Genesys (continued)
Company Profile—Genesys (continued)
Company Profile—Genesys (continued)
Company Profile—Genesys (continued)
Company Profile—Genesys (continued)

Vendor Profile—inConcert
Company Profile—inConcert
Company Profile—inConcert (continued)
Company Profile—inConcert (continued)
Company Profile—inConcert (continued)
Company Profile—inConcert (continued)
Company Profile—inConcert (continued)
Company Profile—inConcert (continued)
Company Profile—inConcert (continued)

Vendor Profile—NICE inContact
Company Profile—NICE inContact
Company Profile—NICE inContact (continued)
Company Profile—NICE inContact (continued)
Company Profile—NICE inContact (continued)
Company Profile—NICE inContact (continued)

Vendor Profile—Puzzel
Company Profile—Puzzel
Company Profile—Puzzel (continued)
Company Profile—Puzzel (continued)
Company Profile—Puzzel (continued)
Company Profile—Puzzel (continued)
Company Profile—Puzzel (continued)

Vendor Profile—Talkdesk
Company Profile—Talkdesk
Company Profile—Talkdesk (continued)
Company Profile—Talkdesk (continued)
Company Profile—Talkdesk (continued)
Company Profile—Talkdesk (continued)
Company Profile—Talkdesk (continued)
Company Profile—Talkdesk (continued)

Vendor Profile—Vocalcom
Company Profile—Vocalcom
Company Profile—Vocalcom (continued)
Company Profile—Vocalcom (continued)
Company Profile—Vocalcom (continued)
Company Profile—Vocalcom (continued)
Company Profile—Vocalcom (continued)
Company Profile—Vocalcom (continued)

Vendor Profile—Vonage
Company Profile—Vonage
Company Profile—Vonage (continued)
Company Profile—Vonage (continued)
Company Profile—Vonage (continued)
Company Profile—Vonage (continued)
Company Profile—Vonage (continued)
Company Profile—Vonage (continued)
Company Profile—Vonage (continued)
Company Profile—Vonage (continued)

Vendor Profile—Vozitel
Company Profile—Vozitel
Company Profile—Vozitel (continued)
Company Profile—Vozitel (continued)
Company Profile—Vozitel (continued)

Vendor Profile—ZOOM International
Company Profile—ZOOM International
Company Profile—ZOOM International (continued)
Company Profile—ZOOM International (continued)
Company Profile—ZOOM International (continued)
Company Profile—ZOOM International (continued)
Company Profile—ZOOM International (continued)
Company Profile—ZOOM International (continued)

Growth Opportunities and Companies to Action
Growth Opportunity 1—On-premise/Hosted Systems Replacement
Growth Opportunity 2—Changing Environment and Vendors’ Resilience
Growth Opportunity 3—Partnering With Local Services Providers
Strategic Imperatives for CCaaS Solutions

The Last Word
The Last Word
Legal Disclaimer

Appendix
List of Exhibits