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Magnetic North Sees Shift Toward Cloud Contact Center Solutions

By David Delony
Contributing Writer

Magnetic North, a provider of cloud contact center solutions, has commissioned a study saying it sees a “seismic shift” in adoption of cloud communications solutions away from on-premises installations, according to CBR Online.

David Ford, managing director for the company, said that cost savings was a key driver but that it wasn’t the only thing prompting cloud adoption.

“The cloud is not just about cost-savings. It's providing new solutions to challenges such as card data security and compliance and multi-channel customer contact as well as integration between the contact centre and enterprise systems. Many customers are moving to our platform because their legacy systems just don't provide the speed and agility they need and are stifling innovation," he told CBR Online.

Cost savings accounted for 52 percent of the reasons for migrating to the cloud, followed by multi-channel customer service at 41 percent and meeting compliance requirements at 37 percent.

Revenues from cloud communications services rose by 40 percent last year. One of the main reasons for adopting cloud communications over on-premises solutions was that customers had to replace aging equipment anyway. Forty percent of customers cited the expense of upgrading on-premises solutions, while 37 percent cited technical limitations. A further 28 percent said they had problems with long deployment times and interfacing solutions together.

It’s not surprising that a number of clients would simply want to avoid the headaches of on-premises solutions in favor of hosted solutions, especially as contact centers move from just handling voice calls to emails, SMS messages and social media under “unified communications” solutions and cloud communications technology continues to improve.

Magnetic North will be all too happy to supply customers with such solutions. Its   

Maximise Cloud Contact Center was one of the winners of TMC’s (News - Alert) 2014 CUSTOMER Product of the Year award.