The benefits surrounding cloud computing have made their way into the call center industry, and companies are increasingly adopting the cloud call center as a competitive advantage. The compelling business proposition was recently demonstrated in research released from ContactBabel, an industry analyst firm.
Commissioned by NewVoiceMedia, the report shows that the benefits promised in the cloud call center are real and measurable. The report, for instance, demonstrates that the cloud call center enables the organization to break the cycles typical within the on-premise environment. These organizations are no longer tied to the complexity and expense of CAPEX, licenses, renewals and maintenance of their existing solutions.
According to this IT News Online report, the large business with inbound call patterns that were predictable was more likely to embrace the conventional on-premise call center. Other companies with disparate locations and employees or no physical call center location to speak of, on the other hand, were better suited to gain commercial and operational advantages with a cloud call center solution.
Jonathan Gale, CEO of NewVoiceMedia, said in a statement: "This report is a ringing endorsement that the cloud is not only at the forefront of an evolution in customer services, but for many businesses is now the most appropriate and effective way to run a contact center."
ContactBabel, in its research, determined that certain businesses were simply better suited for the cloud call center. These businesses tended to have specific characteristics in common, including fluctuating call volumes; multiple sites and a desire to maximize skills across each site; home-based or remote agents; built-in disaster recovery; rapidly growing; seeking to reduce capital expenditures; and seeking a competitive advantage through innovation.
"Moving to the cloud is not necessarily right for every business, but these characteristics are typical of firms that will consider migrating to cloud-based contact center solutions and could reap the rewards of doing so. While some businesses may be suited to moving all customer service agents to a cloud-based platform, others are starting to see the cloud as a smart addition to their commercial armoury," said Steve Morrell, principal analyst at ContactBabel.
The growth in the adoption of the cloud call center is being seen throughout the global industry. Benedict Hernandez, Chief Executive of the Contact Center Association of the Philippines explained at the recent International Contact Center Conference Expo 2012, that the industry expects to hit the $8.4 billion mark for revenue in 2012.
Avaya regional manager for contact center solutions, Felix Leong, says that a good portion of this revenue will be a result of larger enterprises levering the cloud in the cloud call center. As TMC reported earlier this month, the cloud call center delivers a lower TCO, predictability in terms of monthly costs, no upgrade or maintenance costs, increased uptime and immediate access to the desired features.
As call center organizations continue to expand out their communication channels to accommodate multiple customer preferences, the cloud call center is offering a more powerful value proposition. According to Richard Snow, research director and vice president of Ventana Research, migrating to the cloud can be a challenge due to the number of channels. With little upfront costs, however, and subsequent benefits to realize once the solution is in place, the migration to the cloud call center should be one that is easy to expedite.
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