Findings from Aberdeen’s December 2015 Happy Customers, Stronger Financials: Why Investing in a Cloud Contact Center Makes Sense study shows that four out of ten contact centers today use a cloud-based delivery model for their customer care applications (e.g. workforce optimization, routing, and interaction management).
However, of the contact centers currently using an on-premise approach to application hosting and management, 29% have indicated that they are currently assessing the benefits of moving to cloud-based infrastructure in 2016. The overall adoption rate of cloud-based contact centers would increase to 57% if all these companies were to implement their plans.
But, why would they even consider doing so? To answer that, let’s take a look at the top four reasons driving cloud technology investments of contact centers:
Our study on the benefits of cloud-based contact centers goes into greater detail regarding if and how cloud technology can actually bring about the desired cost-reductions and improvements in operational efficiency cited above. If your organization is considering moving your contact center infrastructure to the cloud, I invite you to read it!
Image Source (Creative Commons): trophygeek.
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