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Contact Center Managers Finally Seeing the Benefits of On Demand Call Center

April 10, 2014

By Frank Griffin,
TMCnet Contributing Writer

No matter what industry you look at, managers seem to be the last ones wanting to adopt a new technology. This is not because they can't appreciate the benefits new innovation will provide, it is because they know the process of integrating a new system into an organization can be time-consuming and expensive. When a whole industry is making a transition to a new technology though, their choice becomes limited and that is what is taking place with contact centers. The industry as a whole is gradually going through an evolution in which they are moving to the cloud in order to improve customer experiences and reduce costs.

The 2013-2014 Cloud-Based Contact Center Infrastructure Market Report, conducted by DMG Consulting LLC., reveals a 32.5 percent growth rate in cloud adoption by the industry since 2012, and the pace is set to increase as cloud continues to lose the stigma it had regarding security.

The move to a cloud-based call center gives organizations the flexibility and scalability to adopt new technology and grow as needed without the limitations of on-site installations. With on-site installation, growth meant adding more expensive hardware, and new technology could entail needing to purchase a new line of equipment at a great cost to the organization. On the other hand, cloud technology is able to deliver the latest technology at all times without having to go through the complications associated with on-site installations.

Cloud call centers allow businesses to access the latest customer information so customer representatives can provide services quickly and efficiently. According to the Aberdeen (News - Alert) (News - Alert) Group, its report on cloud contact center revealed 64 percent of companies preferred the cloud option because of how it optimizes resources in order to deal with today's consumer centric environment. The report also revealed cloud hosted call centers have 36 percent less downtime and interruption while at the same time offering better disaster recovery plans because of the improved data backup options it provides.

A cloud-based call center also has a lower annual cost associated with customer turnover, upgrades and maintenance, while having improved revenue compared to on-site centers. A cloud center also means it can be accessed from anywhere so in the event of a disaster, all the employees can workfrom their home until a new facility is found. And once a new facility is found, it can be deployed immediately without having to wait – which would be the case with on-site infrastructure.

"Public and private institutions around the world are finding the value and benefits of cloud-based contact center systems and applications highly compelling. While it took contact centers close to 15 years to get comfortable with cloud-based solutions, managers are now on board, won over by the flexibility and benefits that they are realizing now that they are free to manage their business instead of hardware and software," said Donna Fluss, President of DMG Consulting LLC.

Edited by Stefania Viscusi