Industry Research : Benefits of Virtual and Cloud-Based Contact Centers Researched
The latest research by contact center industry analysts at ContactBabel has confirmed that joining multi-site contact center operations together into a single 'virtual' contact center in the cloud has reduced queue times and problems associated by call spikes. This is according to the more than 200 contact center operational leaders surveyed for "The US Contact Center Decision-Makers’ Guide 2012" -- a major annual survey produced by ContactBabel and sponsored by Enghouse Interactive.
The survey showed that 71% of virtualized contact centers reported a decrease in queue lengths, with almost two-thirds also seeing a smoothing of call spikes. Homeworking was seen to have moved forward once again: 42% of survey respondents now allow some agent homeworking to take place, with the overall number of homeworking agents more than tripling since 2007.
The survey also revealed that 27% of multi-site contact centers have not virtualized their operations. When questioned about the inhibitors to this, 43% of the respondents strongly agreed with the assertion that there were too many different IT systems at each site to make this feasible: a case of legacy systems holding back businesses from moving forward. The ContactBabel analysis clearly indicates the need for contact centers to improve IT systems and technology, which has increased notably in importance within the past 12 months.
The uptake of cloud-based and hosted solutions provides the contact center with flexible choices to consider in upgrading or replacing their existing technologies. The survey indicated that 68% of the users of cloud-based contact center solutions said that they now had more powerful and flexible functionality, 63% experienced a lower cost of ownership and 66% said it was easier to make changes to the system.
The survey's author, Steve Morrell, commented, "The economic crisis of the past few years has translated into generally low levels of investment in contact center technology. The results from this year’s survey show an industry-wide acknowledgment that IT systems require urgent improvement. Most businesses are looking into cloud-based solutions as an option that can often provide increased functionality with a favorable cost-structure."
"The results of the ContactBabel research strongly correlate with our own primary research and our experience with customers and partners," said JR Sloan, director of product management at Enghouse Interactive. "Overall, the facts support that our commitment to providing virtual and cloud-based contact center solutions is well-founded."
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Published: Monday, April 30, 2012