Contact centers and their top professionals have been seeking better and more cost-effective methods to help customers without forsaking efficiency and productivity. The answer for many lies in the cloud. While it took contact centers around 15 years to become comfortable with cloud-based remedies, many have been won over due to the flexibility and advantages such as the freedom from the need to implement and keep hardware and tools.
The numbers explain this remarkable tale. Back in 2008, adoption of cloud-based contact center infrastructure remedies was only 2%. In just 36 months, adoption nearly tripled for you to 5.9% in 2011. By September 2013, DMG estimated that over 62% of organizations were using some kind of cloud-based contact center solution as part of their operation.
According to a growth price of 42.4% this year, 80.2% on 2011, and 32.5% in 2012, it is clear that customers in call centers coming from all sizes shifting from simply thinking about cloud-based contact center infrastructure answers to making investments. Of course, businesses need exceptional solutions. There are more than 80 competitors inside the cloud-based contact center infrastructure market and not all solutions are made or operated equally.
Fundamentally, the cloud is an alternative acquisition or delivery design for contact center or customer support systems and purposes. However, in the globe of contact center and customer support technologies, the cloud is often a game-changer. It has helped transform and increase the competitive landscape pertaining to contact center and customer support applications by making it easier for brand new vendors to enter the industry. All types connected with contact center and customer support applications are available in the foreign.
Today there are more vendors, solutions, and choices for end users than ever before. The market is unstoppable, and the winners have been both customers and vendors. Cloud-based solutions are usually freeing prospects on the limitations of their particular capital budgets, giving them options they may never have considered before. The challenge is that there are dozens of companies in several IT sectors vying because of their business. Users connected with cloud-based contact center systems and purposes have high anticipation. Buyers and prospective buyers want solid, dependable, and reliable solutions that are easy to secure, easy to implement and incorporate, and supported by highly skilled employees and continuing innovation.
Few contact centers are entirely cloud-based today, and DMG does not expect this to change much within the next five years. Nevertheless, within two years, almost no center will be cloud-less, as the advantages of these solutions has become increasingly evident. The cloud-based call center infrastructure market will continue to develop rapidly, although more gradually than it was before. DMG expects forex trading to grow simply by 30% in 2013, 27% in 2014, 25% in 2015, and 22% in 2015. When it is time to replace a recent application or purchase a basic contact center solution, take a look at the cloud-based market and find out why quite a few companies who have moved in this direction.
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