Cloud and Hybrid Solutions Driving Contact Center Growth

While the market for on-premises contact center systems stagnates, hybrid and cloud implementations are expected to grow as companies seek cost-effective ways to measure customer experience in a rapidly changing technological landscape, according to a new report by Frost & Sullivan.

The report, “Growth Opportunities in the North American Contact Center Market, Forecast to 2023,” predicts that the cloud contact center market will reach $5 billion by 2023. Hybrid solutions will help maintain the momentum with a compound annual growth rate (CAGR) or 2.3% from 2018-2024. The contact center systems market will also grow by 2.9% to $1.7 billion, according to the study authored by Frost & Sullivan’s Mariana Fernandez.