These days, the cloud-based contact center market is booming and showing no sign of slowing down, while the premises-based sector is struggling to survive. Across the globe, in contact centers of all sizes, end users are adopting cloud-based contact center solutions to prepare for the future.
In fact over the last several years, The Great Recession has actually been driving cloud-based contact center solution adoption. Companies that needed contact center infrastructure but didn’t want to put up the capital to purchase it have been trying out cloud-based solutions as a short-term alternative, and these managers discovered that the cloud-based business model offered more benefits than challenges.
Back in 2008, the adoption rate of cloud-based contact center infrastructure solutions was only 2.2 percent. By the end of 2011, it had more than doubled, to 5.9 percent. And by 2015, DMG estimates that a minimum of 18.1 percent of all contact center seats will be in the cloud.
Cloud-based solutions is capturing the imaginations of IT and business leaders, as well as CFOs, who see them as an effective method for acquiring technology without a major capital outlay and with reduced risk, especially when it comes to disaster recovery. Besides the financial benefits of lower start-up and integration costs and no upgrade fees, contact centers are feeling compelled to not to have to purchase, set up, maintain, and upgrade hardware and software.
After all, downtime at your contact center is simply not an option. So if disaster strikes, the cloud gives you contact center the ability to quickly switch your call center operations to agents located anywhere in the world or even deploy a temporary call center.
Today, typical small and medium businesses cannot afford the expense of redundant and geographically diverse communications systems. Businesses that choose a robust cloud-based PBX (News - Alert) and contact center provider enjoy double benefits of disaster resiliency and lower costs than premised-based systems.
Want to learn more about what the cloud can do for your contact center in a disaster? Attend an upcoming webinar entitled, “Businesses Skirt Disaster with Cloud PBX and Contact Center” on Thursday, April 4th at 2:00 PM EST. In this webinar, Rob Townsend, sr. product manager, 8x8 (News - Alert) Virtual Contact Center, 8x8 Inc. and Josh Varela, sales engineer, 8x8 Inc. will discuss how a New York City company was able to provide normal services during Hurricane Sandy. In addition, you will learn the resiliency advantages of cloud based PBX and Contact Center services, compare the total cost of ownership of premise equipment and staff versus cloud-based services, and what to look for when picking a cloud vendor.
If you are an internal or external service department manager, owner of small and medium-sized business, or a contact center system integrator, this webinar will be extremely useful to you.
To register, click here!
Edited by Brooke Neuman