In the past few years, cloud computing has become an increasingly familiar concept embraced by many sectors of the business world. As defined by technology research firm Gartner, cloud computing is a method in which massively scalable IT-related capabilities are provided like a service using Internet technologies to multiple external customers. Not truly a technology in and of itself, the cloud is therefore more of an IT delivery model which is based on Internet protocols. According to numerous sources, demand and growth have skyrocketed in recent years, with Markets and Markets predicting that the global cloud-based contact center market will grow to more than $10 billion in 2019.
Due to its many inherent benefits, the cloud contact center model has become the preferred choice for many businesses as it ultimately allows for optimized customer experiences. Quick to implement and easy to use, cloud-based contact center solutions provide companies with data and processing capabilities on an on-demand basis, allowing these businesses to be flexible and scalable. Hosted solutions have made cloud technology less expensive and easier to upgrade, and the model allows for businesses to cut costs, integrate platforms, and improve IT-related customer service. Furthermore, as businesses pay for cloud solutions based on consumption and often have access to free trials, typically paying for a monthly subscription rather than a large sum upfront, the result is substantial savings to the company and increased comfort in knowing they can test the product and not have to worry about making a huge initial investment.
This technology has specifically made it easier for service providers to provide excellent customer service. For example, deploying a cloud contact center solution is proven to increase customer satisfaction by reducing call waiting time. Furthermore, the cloud allows companies to hire highly qualified call agents in remote locations who are able to deliver stellar customer service. No longer is it necessary to operate solely on the premises.
While companies used to rely heavily on private clouds, Gartner predicts that nearly half of large companies will use hybrid cloud solutions by the end of 2017 with private clouds used only for certain purposes. In principle, the hybrid cloud model allows businesses to retain the security of a private cloud for sensitive data while cutting costs by using public clouds for less sensitive data.
Given the rising demand for cloud solutions in the contact center industry, it is wise for businesses to consider its many benefits allowing for both the seamless functions of a contact center and, on the delivery end, the ultimate satisfaction of the customer.
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