Let’s look at the current data around the cloud, including current usage rates of hosted/cloud solutions, which features are important in the decision to move to the cloud, and future intentions for cloud-based contact centers.
In a recent Frost & Sullivan survey of 305 contact center decision makers, 52 percent currently use cloud solutions, and 41 percent expect to do so in the next two years. Currently, 63% of contact center seats/agents are currently deployed on cloud solutions, and 67% are expected to be deployed by 2016. Today, larger organizations are the biggest users of cloud-based solutions (66 percent), followed by mid-size (51 percent) and small (41 percent) contact centers. But by 2016, mid-size businesses could surpass their larger counterparts when it comes to relying on cloud contact center solutions.
Out of the very few respondents who do not plan to use cloud solutions within the next two years, 75 percent point to reliability concerns and two thirds cite integration challenges and the preference for maintaining and managing technologies in-house.
There are plenty of reasons why companies choose to deploy cloud contact centers, but cost savings—once the primary driver—has taken a back-seat to more strategic goals. Especially among mid-size organizations where ease-of-use and business continuity/disaster recovery are critically important to 89 percent and 87 percent of respondents, respectively, followed by reduced TCO at 83 percent, flexible scalability at 83 percent, and speed of deployment at 81 percent. CAPEX savings, often touted as the biggest initial benefit of moving to the cloud, are in last place, with 69 percent of mid-size contact center managers viewing CAPEX as important.
Cloud-based contact centers use a large number of applications, both new and traditional. These include quality monitoring at 55 percent, web collaboration tools at 48 percent, mobile apps at 47 percent and social media at 47 percent. In the future, they expect to increase their use of ACD, chat, workforce management and customer surveys, and decrease their use of CRM, IVR and outbound applications.
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Modern businesses are increasingly turning to cloud-based solutions as they look to upgrade their legacy call centers to support new channels, reduce vendor uncertainty, and minimize product obsolescence, while “upping the ante” in delivering differentiated customer experiences to gain a competitive edge.
To learn more, you can view our on-demand webinar titled Contact Center Modernization in the Cloud—Clear Value for Mid-Size Organizations. Find out what is driving contact center modernization in the cloud, and learn the key advantages for mid-sized organizations. View the webinar here!