Contact Center Industry News

TMCNet:  New Study from MITX Showcases the Strength of Digital Innovation in Massachusetts

[January 11, 2013]

New Study from MITX Showcases the Strength of Digital Innovation in Massachusetts

BOSTON --(Business Wire)--

The Massachusetts Innovation & Technology Exchange (MITX) released a research study focusing on the rapidly growing digital technology community in Massachusetts. The report maps and highlights the areas of strength in the digital innovation economy including the diversity of digital sectors present in the region such as big data and analytics, marketing software, mobile, and e-Commerce. Researched and written by a team of second year Babson College MBA students, the report provides data on the growth and economic impact of companies in the space and provides insight into opportunities to bolster this important sector.

A similar study conducted by MITX in 2010, using 2009 data, estimated companies in the digital sector (which includes digital technology, digital content, e-commerce, digital marketing, mobile and social technology firms) contributed $27.8 billion in revenue and employed over 87,000 people in the New England region, primarily (91%) in Massachusetts. This new study, using data from Mass High Tech's database of companies combined with several other data sources, revealed a 13% growth in revenue impact to $31 billion, and estimates over 30% growth in number of jobs associated with the digital innovation industry, over the course of the past two years.

Debi Kleiman, president of MITX, said: "This report captures how exciting it is o build digital technology companies in Massachusetts. There's an incredible set of resources available here: a unique and strong talent pool, diverse industries driving innovation, a major metro that is supportive and proactive, and an experienced, knowledgeable investment community. Expect to see big stuff come from this sector in 2013 and beyond."

The report reveals that Massachusetts has seen a steady increase in activity and leadership in several areas that indicate growth, including new technology development and deployment, and VC investment and M&A activity in the digital innovation sector.

The Babson MBA team notes: "Boston's digital ecosystem is on the move and growing in virtually all its forms. Through our research, the strengths of this ecosystem's infrastructure have become readily apparent and have led us to conclude the sector is poised for future growth."

The study also collected qualitative insight from local business, venture capital, academic and government leaders, who helped with the concluding section of the report, a summary of areas to improve upon as Massachusetts seeks continued growth. Specifically, the study calls out three recommendations: more focus on talent development including internships, improved national media visibility for Massachusetts-based companies and new efforts to help the state's companies get connected to business development opportunities across the value chain.

To view the report in full, please visit the MITX blog.

About MITX

Established in 1996, MITX - the Massachusetts Innovation & Technology Exchange - is the leading industry organization focused on the Web and mobile, bringing together the digital marketing, media and technology community to engage in what's next and how it will impact the marketing and business worlds. Connecting more than 7,500 professionals in New England, MITX is a dynamic community of thought leaders and collaborators in search of insight, education and opportunity. Creator of FutureM, MITX is headquartered in Boston, Mass. For more information, visit

[ Back To Cloud Contact Center's Homepage ]


Featured Resources

Featured Report
Millennial Research on Customer Service Expectations

Millennial Research on Customer Service Expectations

The "why" behind this research is simple: our clients recognize that different generations bring different expectations, varied communication preferences and new customer service patterns to the customer experience...
Featured Report
Optimizing the Customer Experience through Cloud Contact Centers

Optimizing the Customer Experience through Cloud Contact Centers

Adoption of cloud contact centers is on the rise. Findings from Aberdeen's January 2014 'Public Cloud vs. On-Premise: How to More Effectively Deploy a Cloud Center' study shows that 31% of contact centers are deployed in the cloud, and our related blog post highlights that companies anticipate their adoption of cloud technology to rise further throughout 2014...
Featured Report
Aberdeen report

Aberdeen Report: Cloud for Mid-Sized Contact Centers – What You Must Know

Cloud Technology is opening new doors for many businesses. However, it does so only when it's combined with the use of best practices and key technology enablers. This document highlights the adoption of cloud technology by mid-size contact centers and illustrates the reasons driving their investments...
Featured Whitepaper
Aberdeen report

Seven Critical Capabilities to Demand From Your Cloud Contact Center Provider

To deliver a world-class customer experience, your contact center must be flexible and reliable, while providing all the tools agents and supervisors need to manage their workflows. Here are seven critical capabilities to look for when deploying a contact center in the cloud...
Featured Webinar

Contact Center Economics and the Cloud

Together, Bob and Drew will help you understand the economic value of upgrading technology, important business and financial considerations, and how to compare total cost of ownership of a premises vs. cloud or hosted solution. Watch the webinar on-demand now...
Featured Datasheet
Zipwire Cloud Contact Center

Zipwire Cloud Contact Center

The appeal of moving services to the cloud is obvious. Cloud services offer reliability and robust feature sets without the need to implement or maintain complex contact center infrastructure. The Zipwire™ cloud-based contact center allows businesses to leverage the flexibility and cost savings of cloud architecture while offering a seamless, first-class customer experience...