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Industry Research : Contact Centres to be Powered by the Cloud
The contact centre industry of Australia is due for a major shake up, as industry experts are predicting that the industry will make a shift from the conventional model to a cloud-based model. They’re estimating that the industry will gain momentum towards a cloud-based model 3 years from now and will reach its peak 5 years from now.
The conventional model is an on-premise one, and it’s expected to encounter a huge challenge in the next few years as a lot of their clients will be reluctant to commit long term as they await for the shift in technology to take place. A lot of these clients recognise that there’s an ongoing change, and they’d rather wait and see first what the future will bring before they commit long-term.
Anand Balasubramanian shared that the industry is moving towards taking advantage of 3rd party managed solutions. An industry analyst for the Australia & New Zealand ICT Practice, Balasubramanian shared that even though clients recognise the control provided by on-premise solutions, restrictions in flexibility and cost are making them look for other solutions. They’re looking to find alternative solutions, and they’re looking at cloud-based and hosted solutions.
A report was issued by Frost & Sullivan that highlights this change. The Australian Contact Centre Market 2012 showed that this change is brought upon by several issues like the change in business models. In addition, the reliable and fast broadband services brought upon by the NBN will make it very hard for these businesses to reject a cloud-based model. This is especially true since a lot of new players are expected to enter the market in the next 2 years.
There are several reasons why businesses are looking forward to taking advantage of cloud-based solutions. For starters, they have features called the Disaster Recovery and Business Continuity Plans. The natural calamities that happened back in 2011 made contact centres realise that there are risks involved in an on-premise business model and they need something that can help them stay operational in the event of a disaster.
But still, industry experts are not expecting all contact centres to make the change to cloud-based solutions immediately. A lot of them have made significant investments on their current infrastructure and a lot of them have made long-term commitments to their current business model. These organisations will have to wait until they have a few months remaining in their contract before they can consider cloud-based solutions powered by the NBN.
Posted by Veronica Silva Cusi, news correspondent
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Published: Tuesday, November 27, 2012