Changing Customer Needs Move Contact Centers to the Cloud
November 12, 2012
Contact centers are improving operations by moving to the cloud, according to the 2012 - 2013 Cloud-Based Contact Center Infrastructure Market Report by Global Information (News - Alert) Inc (GII). This move is being made because businesses have recognized the changing needs of the customers that now have more influence over how they interact with companies.
Moving to cloud-based infrastructures is in line with the way contact centers function in terms of strategy and operational delivery. The 2012 - 2013 Cloud-Based Contact Center Infrastructure Market Report indicates that contact centers began turning to cloud during and after the global economic meltdown.
Companies had little money to invest during recession and they wanted to search for a solution that was affordable and did not require them to make huge capital investments in contact center infrastructure. Cloud addressed all their demands and after the pilot period companies realized that this technology is giving them more benefits as compared to challenges.
Looking forward, contact center facilities will adopt more cloud solutions despite a boom in the economy because enterprises have realized the tremendous benefits offered by cloud. Data pertaining to cloud adoption is also encouraging as report shows that adoption has almost tripled from 2.2 percent to 5.9 percent during the last three years. The number of seats that was 268,794 in 2008 has now increased to 871,717 this year.
Looking forward, the cloud-based contact center infrastructure market will grow each year between 2012 and 2015.
Edited by Amanda Ciccatelli
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