The cloud makes a lot of sense for the contact center, and the numbers support it.
MarketsandMarkets, a research consultancy, predicts that the global cloud-based contact center market will grow from $4.15 billion in 2014 to $10.9 billion in 2019. That’s a 21.3 percent compound annual growth rate (CAGR) for those doing the math.
This is borne out by numbers from Voxbone (News - Alert), a cloud communications provider. It has reported that cloud contact center providers have experienced a 14 percent increase in call volume in minutes over the last six months.
This mercurial rise in the market for on-demand call center software makes sense. Since cloud contact center providers offer their services in the cloud, they are not limited by the traditional boundaries of national phone networks. As a result, they are faced with major demand from multinational enterprises that want to consolidate their international self-managed contact center infrastructure with a single hosting provider.
Cloud-based call center solutions also make it easier for the call center to manage software licensing, rollout and maintenance, since there’s no longer the need to install and update software on each agent terminal.
Further, for call centers that want the widest range of qualified agents, or are looking to forego physical call center sites in favor of a distributed approach, cloud-based call center solutions make sense.
One company highlighted in the report, and experiencing these demands, is cloud communications provider, CorvisaCloud, LLC., which uses a cloud call center platform as well as a cloud-based PBX (News - Alert) for clients around the world.
While the market for cloud-based call center solutions is growing overall, the hottest market according to several studies is North America. In terms of regions, North America is expected to be the biggest market in terms of revenue contribution, according to MarketsandMarkets, while emerging economies such as Middle East and Africa (MEA), Latin America (LA), and Asia-Pacific (APAC) are expected to experience increased market traction with high CAGRs in the due course.
In a separate study, IDC (News - Alert) Research has recently predicted that spending for on-demand cloud contact centers in the U.S. alone will increase from $733.3 million in 2013 to $1.6 billion in 2018.
Edited by Stefania Viscusi