Industry Research : Cloud Taking Lion’s Share of Contact Centre Spending
2018 Top Ranking Performers Present:
The global contact centre market passed a significant milestone in 2012 says market research firm Frost & Sullivan. That was the year that spending on cloud-based contact centre solutions first surpassed spending on premises-based solutions. And that was two years ahead of Forrester's earlier forecast.
Of course, it's not going to stop there. F&S forecasts that, by 2019, spending on premises-based solutions will be down to about two thirds of that on hosted or cloud based solutions ($US1.9b v $US3.2b).
The reasons are simple: "Legacy contact centre systems have become too expensive to maintain, upgrade, and integrate with newer contact channels and high-value applications such as analytics," F&S says. This especially impacts organisations with limited in-house resources to implement and maintain such complex systems. And yet, F&S points out, a modern contact centre is a must for organisations of all sizes. It adds "most especially for mid-sized companies that, until now may have lagged behind their larger counterparts when it comes to delivering a truly exceptional customer experience." (F&S defines mid-size organisations as those with 100 to 499 employees.)
Until recently, according to F&S, cost was the main driver behind mid-sized enterprises adopting cloud-based contact centres but today, as the importance of delivering an optimal customer experience has increased, that consideration has been overtaken by access to advanced features that enable and support this objective.
"Being able to differentiate on customer service – and compete head-to-head with large organisations with more personnel and resources – can make the difference between success and failure," F&S says.
"But while premises-based contact centre systems can enable such initiatives, they have become expensive and difficult to maintain, upgrade, and integrate with newer contact channels and advanced capabilities such as mobile, social and big data analytics. This is especially challenging for mid-size organisations with limited in-house resources and budgets."
CONTACT CENTER & CUSTOMER ENGAGEMENT
BERLIN - ORLANDO - MACAO
FIND OUT MORE!
F&S lists these advanced features as being:
2018 Top Ranking Performers Present:
- Ease of provisioning and managing multi-site operations
- Disaster recovery/business continuity
- Rapid time to deployment
- Flexibility and scalability
- Outsourcing management and expertise
"Companies that focus on the customer experience will see increased loyalty, lower customer effort scores, and bigger revenue growth; and they will have an easier time staying compliant with company policies and regulations," it says. "But to achieve those gains, they must deploy a truly modern contact centre that supports advanced applications and analytics, as well as remote agents, internal employee experts, and the scalability needs of growing organisations."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Touch Tone IVR
More Editorial From Frost & Sullivan
Published: Monday, August 4, 2014
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in re...
Five9 is a provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating approximately three billion customer interact...
Salesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file man...