The Cloud Isn’t Just Technology, It’s Contact Center Transformation

For the past few years analysts have posited that this will finally be the year of the cloud. Well with the recent findings from a CA Technologies survey, it seems naysayers who contest that fact that 2013 will be the year of cloud technology ubiquity should perhaps change their tune.

Recently, a study commissioned by CA Technologies and conducted jointly by Luth Research and Vanson Bourne, found that companies are not only embracing cloud computing technology at a rapid pace but they are increasingly satisfied with the advantages afforded by it. Specifically, 40 percent of companies surveyed reported that cloud is exceeding their expectations and an impressive 98 percent of enterprises surveyed reported that cloud met or exceeded their expectations for security. Moreover, respondents described the implementation of cloud technology to be “easier than anticipated.”

Some of the chief reasons European and US companies are flocking to the cloud include the following:

  • Increased speed of innovation
  • Superior IT performance, scalability or resiliency
  • Increased speed of innovation
  • Enhanced security

With the above benefits afforded by cloud technology, it is no wonder that call centers are increasingly saying goodbye to the brick-and-mortar call center walls and hello to cloud-based call center solutions. Moving to a cloud-based contact center platform offers countless advantages—from reducing your IT maintenance demands to significantly curtailing your hardware capital expenses to enjoying lower start-up and integration costs to addressing scalability concerns.

The numbers tell the tale of cloud-based contact center adoption. For example, in 2008, the adoption rate of cloud-based contact center infrastructure solutions was only 2.2 percent. By the end of 2011, the adoption rate had more than doubled, to 5.9 percent. And, by the end of 2015, DMG estimates that a minimum of 18.1 percent of all contact center seats will be in the cloud, according to CRM Magazine.  

Moreover, DMG projects that the cloud-based call center solutions and infrastructure market will grow between 35 percent and 45 percent each year between 2012 and 2015.

So, have you moved your call center to the cloud yet?

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