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Industry Research : Cloud Contact Centres Come Out Tops, Again
Another study, this one into "the adoption, reliability and usability of call centre technologies," has provided compelling arguments in favour or cloud-based or hosted contact centres.
CMIQ surveyed 111 contact centres and "customer management leaders" using the combination of an online survey and targeted interviews. It asked participants "to share which technologies they currently employ in their centres, which they plan to roll out or upgrade in 2013 and which they plan to purchase or upgrade in 2014." It says the responses "represent contact centres of all sizes and from multiple industries around the globe."
CMIQ found that "Cloud and hosted solutions are making install base headway with 46.4 percent of respondents reporting the use of cloud solutions, another 62.5 percent investigating, 57.6 percent reporting the use of hosted solutions and another 26.9 investigating."
CMIQ defines cloud solutions as being Internet-based, with all of the benefits of Internet resources, and hosted solutions as those requiring a direct data link. "The research points to the ease and cost effectiveness of adding new channels through cloud and hosted alternatives," it reported. "Purchasing plans for the remainder of 2013 and through 2014, as well as technology investigations, show that cloud and hosted solution deployment will continue to grow."
Survey respondents reported concerns about security and the level of investment in on-premise technologies as the biggest inhibitors of moving to cloud-based or hosted contact centres. However the report says: "Despite respondents’ fear of sacrificing security and control in moving to cloud-based solutions, there are several compelling arguments for doing so. … Cost savings and scalability are primary drivers. And cloud (and hosted) platforms offer easier paths to upgrades, which can keep reliability and usability on track…"
CMIQ found that "many call centres are struggling with both reliability and usability [and] reliability issues occur most for voice-related technologies: IVR, call recording and call routing." It identified "the time allotted for, and the degree of, stress testing, as well as the continued use of legacy, on-premise solutions," as being major contributors to reliability shortcomings. And it added: "Data shows that there is a disconnect between what technology should do in terms of ease of doing business and what it actually does. Contributing factors include sparse use of technology pilot programs and scepticism toward cloud and hosted technology platforms that may be more easily integrated and/or flexible enough to accommodate continuous improvement."
The report also sought to gauge respondents’ plans for new contact centre technologies. It found that "plans for new purchases and upgrades are led by agent desktop integration tools and workforce management software, trailed by CRM integration, CRM and cloud services."
Respondents reported a high level of interest in investigating call, text and customer analytics for possible inclusion in their contact centres.
Posted by Veronica Silva Cusi, news correspondent
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Published: Friday, May 31, 2013