Cloud technology works for contact centers in many ways. It reduces costs and brings more simplicity to contact center operations.
In its 2013 Cloud Contact Centre Survey, Interactive Intelligence has stated that a large number of contact center services in UK are adopting cloud technology. 78 percent of the respondents to this survey have already begun the work of migration to cloud.
Some respondents have gone really deep into cloud technology. 41 percent of respondents have either already selected their cloud provider or are currently exploring options and deploying pilots, states the survey.
Interactive Intelligence had predicted this development a year ago. In a research published in 2012, the company had predicted that 2013 could be the year of cloud technology for contact centers in U.K. So, a year later, the company’s prophecy has come true as almost 73 percent of the contact centers operate in the cloud.
To explore this emerging cloud market for contact centers, the company has been offering CaaS cloud solution, for mid-size to large, mission-critical contact centers. Along with this, the company also offers a simple and powerful edition for small contact centers between 10 and 50 agents.
Dave Paulding, Interactive Intelligence’s regional sales director for the UK, Middle East and Africa, said, “The most recent UBM survey carried out in April of this year, shows almost eight out of 10 contact centres have now moved into a cloud implementation phase. It is a very strong figure, demonstrating the ever-increasing attraction of cloud contact centre technology. We wanted to use this survey to delve a little deeper and find out directly from UK contact centers what the key drivers are for cloud adoption.”
Recently, TMC’s Peter Bernstein hosted a webinar titled, “Making the Business Case for Moving Your Contact Center to the Cloud.” CMO of Interactive Intelligence Joe Staples Keith Dawson, principal analyst at Ovum presented the webinar.
Edited by Rich Steeves