Contact Center Solutions Featured Article

Momentum for Cloud-Based Call Centers Continues to Grow

July 14, 2014

To anyone following the cloud technology industry with even a passing interest, it should come as no surprise that cloud-based call centers are growing in popularity. Cloud technology is a multi-billion dollar industry and is transforming the way companies manage IT departments. The proliferation of vendors offering PBX (News - Alert) systems in the cloud should be another clue of this trend to anyone paying the slightest attention.

What’s not immediately apparent is why call centers are adopting the technology and more are following suit. A recent survey by Magnetic North, a U.K.-based call center solutions company, seems to have uncovered some of the reasons for this movement.

The survey cited managing the customer experience across multiple channels as the largest challenge in the upcoming year. A look at the insurance industry demonstrates how critical consistency across different channels can be. Imagine the problems that would arise when information from an insurance company’s website conflicted with information from a customer service agent. The potential liability would be astronomical. A traditional PBX would be ill-equipped to address this problem, since it only handles voice communications.

Technological limitations do not only hamper a call center’s ability to provide consistency across multiple channels but also in several other areas as well. Multimedia support and compliance are necessities in a modern call center environment.

Many of the other remaining reasons for the growth in cloud-based call center technology parallel the reasons why businesses choose to move to the cloud in general. Just as the typical corporate IT department benefits from the cost savings from moving to the cloud, call center departments also benefit. Not having to maintain hardware and software as well as deploying upgrades to an on-premises system has enticed many to choose the cloud.

A recent Frost & Sullivan report shows that in North America, the cloud-based call center market is at $1.4 billion and growing at 11.6 percent annually. This rate is nearly double the rate of growth for on premise call centers, which was 6.1 percent annually. Clearly the market preference is shifting towards cloud-based call centers. It’s easy to see why, given that the technology is more flexible enough to meet the market’s demands in 2014. 




Edited by Maurice Nagle

Article comments powered by Disqus

Related Contact Center Solutions Articles

Golden Gate BPO Solutions Partners with NETCAST BPO Services

When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English. [ Read More ]
05/21/2015

AMC Technology Contact Canvas Integrates Contact Center Apps to Microsoft Dynamics CRM

In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff. [ Read More ]
05/21/2015

Lazy Dog Restaurants Partners with RRT On Takeout Management Solution

When it comes to the business world, customer satisfaction is the real currency that keeps a company going. This is true whether talking about a retail or restaurant or a call center. Lazy Dog Restaurant and Bar just announced it is taking the next step in increasing its customer service approach thanks to an agreement with Restaurant Revolution Technologies. The agreement will allow Lazy Dog to implement an innovative takeout order management solution that is going to be supported by the compan… [ Read More ]
05/12/2015

Boston Retail Partners' Survey Reveals 87 Percent Plan on Using Gamification

The latest survey from Boston Retailers Partners reveals retailers are implementing customer relationship management (CRM) solutions as a key enabler to influencing customers. And gamification has become an important tool as part of the CRM deployment. [ Read More ]
05/12/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!