Organizations of all sizes are increasingly embracing hosted and cloud options for the contact center. Spending for cloud-based contact centers surpassed spending for on- premises contact centers in 2012, Frost & Sullivan reported in Cloud Momentum Boosts Trends in the Contact Center. The firm forecasts the hosted contact center market to grow at 12.1% rate through 2017. 1
Additionally, Communications Today reports, “Contact center organizations of all sizes see compelling reasons for adopting cloud-based solutions and are moving rapidly to avail themselves of these offerings.” 2
So what’s driving contact centers to the cloud? Like their on-premises counterparts, cloud- based contact center solutions deliver a powerful range of services, including call routing, queue management, interactive voice response (IVR), and analytics and reporting. Yet these types of features, for the most part, are table stakes. You can’t be in the game if you don’t deliver.
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