Contact Center Solutions Featured Article

Rise in Cloud Contact Center Traffic Volume in 2014

August 29, 2014

We keep hearing that contact centers are moving to the cloud, and certainly the order books of solutions providers are reflect growing market momentum. There is a question that arises from this interest, e.g., are we seeing a correlated increase in cloud contact center traffic? According to Voxbone, the international inbound SIP trunk provider which ranks amongst its biggest customers cloud contact centers, the answer is not just yes but the growth has been significant.


Voxbone says it saw a 14 percent increase in call volume (in minutes) over the last six months which it points out has been validated recently by IDC Research who is predicting that spending for on-demand cloud contact centers in the U.S. alone will increase from $733.3 million in 2013 to $1.6 billion in 2018.

In putting the spotlight on cloud contact center growth, Voxbone points to its customer CorvisaCloud, LLC., who uses Voxbone to connect its cloud contact center platform as well as its cloud PBX platform to local telephone networks around the world. As Voxbone notes, “By integrating Voxbone’s inbound SIP trunks, CorvisaCloud can expand the coverage of its contact center services to over 50 countries without any additional investments. Since Voxbone provides number portability in 40 countries, it enables CorvisaCloud to port numbers from existing ISDN-based contact center services to its cloud service.”

 “It’s important that we’re able to effectively support our customers when they’re undergoing international expansions,” said Matt Lautz, President and CIO of CorvisaCloud. “Voxbone shares our focus on quality and simplifying the way cloud communications are delivered. That, in addition to its coverage and flat-rate billing structure makes it a natural fit for us.”

“CorvisaCloud has built an excellent reputation for providing its customers with flexible and easy-to-use communications solutions,” said Itay Rosenfeld, CEO of Voxbone. “We are proud to further enhance its offerings by eliminating the need for a traditional set up comprised of cumbersome, self-owned hardware and software with ISDN-30 lines.”

There is a tendency when looking at contact center activities to focus on in-country interactions since they constitute the bulk of traffic. However, in a connected world, customers can be located anywhere and look to interact at any time and they expect/demand consistent and quality customer experiences. The cloud can make accommodations for this goal to become reality. And, whether you are a large or small enterprise, looking to assure a global footprint that can provide compelling customer experiences, looking to the cloud is increasingly the way to go and the proof is in the numbers.  




Edited by Stefania Viscusi



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