Contact centers moving to cloud

The contact center landscape is evolving rapidly due to the proliferation of mobile devices, social networks and cloud computing. Organizations that exist today have more resources at their fingertips than any companies before them, allowing employees to meet a number of next-generation customer demands without impairing performance or putting too much pressure on a budget that is already strained.

A recent report by CoreMatrix said advanced cloud services are providing businesses with the ability to combine email, telephone and other collaboration tools into a unified platform that can be accessed from anywhere at any time. By using these consolidated solutions, contact centers can keep customers happy by quickly addressing any problems they have.

"Today's advanced cloud-based solutions allow organizations to deliver innovative service and support to customers - when and how customers want it," said Paul Nix, co-founder of CoreMatrix. "In particular, companies that embrace social to add value to customer interactions will increase customer satisfaction and retention rates. They will be tomorrow's industry leaders."

The cloud-based contact center trend
A separate report by Frost & Sullivan said the North American hosted contact center market is forecast to expand at a compound annual growth rate of more than 11 percent during the next few years, compared to the premise-based market that is only estimated to increase by slightly more than 6 percent each year. Approximately 30 percent of businesses said they already use at least one cloud-based contact center application, while another 25 percent intend to do so within the next year.

Frost & Sullivan said the reduced system maintenance and management costs of using the cloud is usually the top driver for migrating contact center operations to a hosted environment. The enhanced scalability provided by a cloud infrastructure was cited as highly important in the decision-making process.

The report also noted that executives appreciate the short amount of time needed to deploy advanced solutions and the ability to support remote workers - both of which help contact centers improve client relationships.

"We believe one of the primary forces driving the increase in demand for innovative contact center solutions is that customer service is one area where a company can innovate and distinguish itself from competitors," Nix said.

By migrating contact center applications to a cloud-based environment, businesses can reduce expenses and enhance operations to keep clients happy.

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