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Why Contact Centers Are Moving to the Cloud
Low cost and flexibility make this a win-win solution for many enterprises.
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The contact center infrastructure market is at the most significant inflection point in its 30-plus–year history. The cloud-based contact center infrastructure market is booming and showing no signs of slowing, while the premises-based sector is struggling to hold its own. End users around the world, in contact centers of all sizes, are adopting cloud-based contact center solutions and considering this acquisition model an important enabler for their future.
IT and business managers are realizing that there are many advantages to cloud-based solutions. Besides the financial benefits—no capital investment, lower start-up and integration costs, and no upgrade fees—contact centers are finding it compelling not to have to purchase, set up, maintain, and upgrade hardware and software. Once freed from this burden, managers can dedicate their time and resources to optimizing the business aspects of the solutions.
The concept of cloud-based solutions is increasingly capturing the imaginations and pocketbooks of IT and business leaders, as well as of chief financial officers, who see them as a highly effective method for acquiring technology without a major capital outlay and with reduced risk. Currently, most sales of cloud-based contact center solutions are for environments of 100 to 250 seats, and deal sizes continue to grow. Although cloud-based solutions are not for everyone, both public- and private-sector organizations are realizing their benefits, and when the need arises, are looking to expand their implementations.
Read the entire Donna Fluss article
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