1 INTRODUCTION 2 RESEARCH METHODOLOGY 3 EXECUTIVE SUMMARY 4 MARKET DYNAMICS 4.1 Market Overview 4.2 Industry Attractiveness - Porter's Five Forces Analysis 4.2.1 Threat of New Entrants 4.2.2 Bargaining Power of Buyers/Consumers 4.2.3 Bargaining Power of Suppliers 4.2.4 Threat of Substitute Products 4.2.5 Intensity of Competitive Rivalry 4.3 Introduction to Market Drivers and Restraints 4.4 Market Drivers 4.4.1 Increasing Demand for Cloud-based Solutions 4.4.2 Reduced Capital Expenses and Faster Deployment of Cloud Contact Center 4.5 Market Restraints 4.5.1 Security Concerns Regarding Cloud Based Solutions 5 MARKET SEGMENTATION 5.1 By Type 5.1.1 Automatic Call Distribution 5.1.2 Agent Performance Optimization 5.1.3 Dialers 5.1.4 Interactive Voice Response 5.1.5 Computer Telephony Integration 5.1.6 Analytics and Reporting 5.2 By Service 5.2.1 Professional 5.2.2 Managed 5.3 By End-user Industry 5.3.1 Banking, Financial Services and Insurance (BFSI) 5.3.2 IT and Telecom 5.3.3 Media and Entertainment 5.3.4 Retail 5.3.5 Logistics and Transport 5.3.6 Healthcare 5.3.7 Other End-user Industries 5.4 Geography 5.4.1 North America 5.4.2 Europe 5.4.3 Asia-Pacific 5.4.4 Latin America 5.4.5 Middle East & Africa 6 COMPETITIVE LANDSCAPE 6.1 Company Profiles 6.1.1 Amazon Web Services, Inc. 6.1.2 Oracle Corporation 6.1.3 Cisco Systems Inc. 6.1.4 Genesys Telecommunications Laboratories Inc. 6.1.5 3CLogic Inc. 6.1.6 Connect First Inc. 6.1.7 Five9 Inc. 6.1.8 Mitel Networks Corporation 6.1.9 Aspect Software Parent Inc. 6.1.10 8X8 Inc. 6.1.11 Avaya Holdings Corp. 6.1.12 NICE inContact 7 INVESTMENT ANALYSIS 8 MARKET OPPORTUNITIES AND FUTURE TRENDS

- Amazon Web Services, Inc. - Oracle Corporation - Cisco Systems Inc. - Genesys Telecommunications Laboratories Inc. - 3CLogic Inc. - Connect First Inc. - Five9 Inc. - Mitel Networks Corporation - Aspect Software Parent Inc. - 8X8 Inc. - Avaya Holdings Corp. - NICE inContact