Businesses see moving to cloud a smart addition to their commercial armory, according to a newly released report by analyst firm ContactBabel (News - Alert). The report indicates that conventional contact centers are ideal for large businesses with predictable inbound call patterns and with all or the majority of staff based at one site.
However, there are many other types of companies that may gain greater commercial and operational advantages from a Cloud-based solution. ContactBabel says that the compelling business proposition of Cloud contact centers is driving their adoption amongst companies.
ContactBabel’s report “The Inner Circle Guide to Cloud-Based Contact Centre Solutions” indicates that fluctuating call volumes from customers, particularly because of seasonal demand or the nature of the product/service offered means that a business was more likely to be suited to a Cloud-based contact center.
A business should also consider moving to a cloud-based contact center if it has multiple sites and wants to maximize skills across sites; wants people to work from home or remotely; is a fast -growing organization; and wants to pursue competitive edge through innovation, particularly in frontline customer service
“Moving to the Cloud is not necessarily right for every business but these characteristics are typical of firms that will consider migrating to Cloud-based contact center solutions and could reap the rewards of doing so,” said Steve Morrell, principal analyst at ContactBabel, in a statement. “While some businesses may be suited to moving all customer service agents to a Cloud-based platform, others are starting to see the Cloud as a smart addition to their commercial armory.”
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Edited by Amanda Ciccatelli