Cloud Call Center Featured Article

August 13, 2012

Why Call Centers Need the Cloud

Content Producer

Companies across the world have been witnessing and testifying to the benefits which the cloud offers call centers. Whether you already manage a contact center, want to a start a new contact center, or just want to learn about what options you exactly have, exploring what the cloud can do for your call center may just be the best business decision you make.

By moving to a cloud-based contact center platform, you will immediately find that your IT maintenance demands will be eased, as well as demolish computing hardware capital expenses. Your contact center will be made simple, secure, and can instantaneously go global if it wants – all in the cloud.

“Contact centers are just one example of the fertile field of opportunities to convert on-premise IT systems to cloud-based systems for flexibility, scalability, ease-of-use and substantially lower cost,” this Information Week article explains.   

Analyst Ashwin Iyer adds how “the cloud-delivered contact center market is an active, fragmented space,” and how the cloud-call center industry has pulled in more than $1.3 billion in revenue over recent years, with more to come. “The cloud model is taking off in a big way,” Iyer added.

Did you know that cloud-based call centers can save larger enterprises as much as 50 percent when compared to on-premise systems? This is true, according to Frost & Sullivan’s Iyer.

“While the advantages are similar to other cloud implementations--low or no capital costs, no maintenance, easily scalable – there are advantages of particular interest to contact centers,” Information Week writes.

So how do you know if it’s time to move your contact center to the cloud?

A recent Spoken Communications blog details how Forrester recently produced an excellent piece of research about the rate of which call centers are adopting the cloud, entitled “Is It Time To Move Your Contact Center To The Cloud?” The author – Art Schoeller – predicts that call centers will increasingly rise to cloud technologies, especially as the technology has become more mainstream as it has evolved, matured, and further developed.

“In 2012, the adoption rate for cloud technology is predicted to increase significantly for IaaS (Infrastructure as a Service), PaaS (Platform as a Service) and SaaS (Software as a Service),” the blog explains. “So whether organizations are seeking to move their CRM or the entire telephony platform to the cloud, adoption rates are due to increase fairly dramatically throughout the rest of 2012.”

So much so that the report indicated that by the end of this year, almost half of all companies (45 percent) will be using SaaS, which will eventually increase to 60 percent in years to come.

While many call centers – and any business for that matter – maintain that “if it ain’t broke, don’t fix it,” they should come to the true realization that cloud technology has been around for many years and is here to stay. Implementing the cloud into your call center can only take you higher (pun intended!)

Want to learn more about cloud communications? Then be sure to attend the Cloud Communications Expo, collocated with ITEXPO West 2012 taking place Oct 2-5, in Austin, TX. The Cloud Communications Expo will address the growing need of businesses to integrate and leverage cloud based communications applications, process enhancement techniques, and network based communications interfaces and architectures. For more information on registering for the Cloud Communications Expo click here.

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