For several years now, cloud migration has been a hot topic across multiple industries, offering the promise of greater flexibility, scalability, and security at greatly reduced costs to companies. These tremendous benefits took the contact center industry by storm, resulting in a booming trend for the adoption of cloud-based contact center solutions. According to DMG Consulting, between 2008 and 2012, the cloud market grew by 224%. By 2013, DMG reported that 62% of companies were already using cloud-based contact center solutions and projected that cloud adoption would grow by 25% in 2015. As for current cloud adoption, Gartner predicted that more than half of the Global 1000 companies would store sensitive customer data in the cloud by the end of 2016.
If cloud migration continues to grow at an exceptional rate, the simple reason is that companies are truly satisfied with the benefits and the results. In industries varying from telecom to media to retail and financial institutions, cloud solutions enable companies to offer superior customer service at lower costs. The solutions are quick to implement and easy to use, providing companies with data and processing capabilities on an on-demand basis for greater flexibility, scalability and streamlined processes. Features such as prioritized callbacks, ACD, and IVR save agents time, allowing them to handle more interactions with greater efficiency. Hosted solutions also unite agents across multiple contact centers who may be working remotely, making it possible for contact centers to provide real-time, 24/7 customer service. Hosted solutions have also made cloud services less costly and easier to upgrade, enabling businesses to integrate platforms and lower costs by paying based on a consumption model, enjoy free trials before long-term commitment, and avoid major expenses such as vendor licenses or upfront investment in costly infrastructure. A hybrid cloud solution has also proven the perfect option for businesses that wish to secure sensitive data in a private cloud and store less sensitive data in a public cloud at similarly low costs. And just how do companies feel about their cloud solutions? Overwhelmingly, they have shown tremendous satisfaction. According to 3C Logic, 80% of cloud adopters see improvements within 6 months of moving to the cloud. The 2015-2016 DMG Cloud-Based Contact Center Infrastructure Market report revealed that over 90% of companies are satisfied with their cloud solutions, citing reasons such as improved reliability and availability of increasingly sophisticated solutions. A global contact center benchmarking report from Dimension Data also found that nearly 90% of contact centers that deployed hosted/cloud solutions experienced lowered costs, 90% cited improved flexibility, and 88% cited access to new functionality.
The statistics overwhelmingly show that cloud migration will continue to grow at a rapid pace. DMG Consulting reports that the number of cloud-based contact center infrastructure seats rose nearly 50% from late 2014 to late 2015, with tremendous growth in North America and Western Europe as well as significantly growing interest in Asia. Indeed, Research and Markets claims that the cloud-based contact center market is expected to reach $15 billion USD by 2020. While cost savings are a driving factor, many brands are also recognizing the importance of customer experience as a key differentiator among competitors, making the many benefits of cloud solutions essential to providing the rich customer experiences that win long-term customer loyalty. Enhanced agent efficiency, advanced self-service options, and sophisticated analytics and reporting are making cloud solutions the optimal choice for creating great modern customer experiences and a key player in the future of contact centers. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium conversational commerce platform for great customer experiences.
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