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

Earthlink Unveils Hosted Contact Center Solution

With more and more call centers moving to the United States, finding ways for those call centers to stay ahead of the competition has become more important than ever. Call centers are also working twice as hard to find ways to make employees that much more productive so they can serve the company and its customers. Earthlink believes it has one such solution with the arrival of its new Hosted Contact Center. [ Read More ]
11/25/2014

Accenture Releases Survey on Digital Police Solutions

Accenture has released a new survey on digital police solutions and how police can better serve their citizens using technology. [ Read More ]
11/24/2014

Contact Center Solutions Week in Review: Interactive Intelligence, Aspect Software and Nice Systems

What an unusual week in the Contact Center Solutions Community. I never thought I would use the word "war" in an article for the community, but interestingly in different context I ended up using it not once but twice. [ Read More ]
11/22/2014

Aspect Software Declares War in Workforce Optimization Market

We may be closing in on the holiday season and a time of "good cheer," but reality is that competition in business is a 24/7/365 affair. And, depending on whether you are a competitor or possible customer, it looks like this holiday season thanks to a new initiative by customer experience solutions provider Aspect Software you are either looking at a possible lump of coal in you X-mas stocking or a valuable present. The reason is Aspect has dropped the gloves in the hotly contested Workforce Opt… [ Read More ]
11/21/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!