• Cloud Call Center - Facebook
  • Cloud Call Center - Twitter
  • Cloud Call Center - LinkedIn
  • Cloud Call Center - Youtube
  • Cloud Call Center - RSS

Cloud Call Center Featured Article

September 24, 2012

New Research Shows That Benefits of Cloud Call Centers are the Real Deal

Cloud Call Center Resource Contributing Editor

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.

Want to learn more about cloud communications? Then be sure to attend Cloud Communications Expo, collocated with ITEXPO West 2012 taking place Oct 2-5, in Austin, TX.  Stay in touch with everything happening at Cloud Communications Expo. Follow us on Twitter.

Edited by Allison Boccamazzo


White Paper

A Cloud-Based Approach to Contact Center Modernization

A Cloud-Based Approach to Contact Center Modernization
- Analyst White Paper

Frost & Sullivan cover the benefits associated with moving to a cloud contact center, including cost savings, streamlined management, agility, growth, and more.

Featured Resources

10 Considerations in Moving to a Cloud-Based Contact Center - Ebook

This ebook offers ten key considerations when moving to a cloud-based contact center.

Contact Center Modernization
- Video

Is it time to modernize your contact center? Genesys can help. Customers' expectations have changed, making contact center modernization imperative.

A Cloud-Based Approach to Contact Center Modernization
- Analyst White Paper

Frost & Sullivan cover the benefits associated with moving to a cloud contact center, including cost savings, streamlined management, agility, growth, and more.

Genesys Customer Testimonials - Moving to the Cloud - Video

Why move your contact center to the Cloud? Hear from Genesys customers on what motivated them to choose a cloud contact center.

Genesys Wins the 2014 Cloud Contact Center Award
- Analyst White Paper

Based on findings of this Best Practices research, Frost & Sullivan presented the 2014 Company of the Year Award in Cloud Customer Contact Solutions to Genesys.

Deliver Great CX-While Saving Money with a Cloud Contact Center - Video

Genesys Cloud solutions provide low cost of entry and deliver immediate bottom line results all the while improving your customer experience.

Multi-Channel Customer Experience the Next Battleground
- Analyst White Paper

Frost & Sullivan discuss how a multi-channel contact centers delivers a truly consistent customer experience, regardless of how the client "calls in."

Multi-Channel Customer Experience - Video

Your customers are no longer contacting you by phone only-they want to reach you on their own terms. A multi-channel contact center is needed so you can offer the channels customers prefer.

Cloud Call Center Featured Articles
| Industry News | eNewsletter | RSS Feeds
Technology Marketing Corp. © 2015 Copyright. | Ph: (800)-243-6002 (203)-852-6800 Fx: (203)-853-2845 | Contact Us |