DMG Consulting has released a new report that finds that many contact centers are moving toward cloud-based solutions.
“Public and private institutions around the world are finding the value and benefits of cloud-based contact center systems and applications highly compelling,” DMG president Donna Fluss said in a statement. “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.”
According to the report, titled “2013 – 2014 Cloud-Based Contact Center Infrastructure Market Report,” the number of cloud contact center solutions grew by 32.5 percent in 2012.
One of the beneficiaries of this growth is NewVoiceMedia (News - Alert), whose own cloud-based contact center solution integrates with a number of popular corporate platforms, including Salesforce.
“The contact center industry is in an incredibly exciting phase as it rapidly adopts cloud technologies and we pride ourselves on the dedication and innovation it has taken to develop our market-leading true cloud solutions,” NewVoiceMedia CEO Jonathan Gale said. “Our technology is instantly deployable and provides unique and patented routing capabilities, enabling businesses to deliver a personalized and unique customer experience, quickly and securely.”
The company’s Salesforce integration shows how vendors might target specific markets, in this case sales and marketing, with cloud offerings. The cloud-based nature of the product allows customers to rapidly expand their systems as new people join an organization, without having to install and configure any additional software. Since the system is centrally located, agents can also work from wherever they happen to be.
It’s this convenience that’s driving adoption of cloud-based systems.
“It’s clear that end users in contact centers of all sizes are rapidly moving from simply being interested in cloud-based contact center infrastructure solutions to making investments,” the DMG report said.
Edited by Maurice Nagle