Contact center and IT leaders have been searching for better and more cost-effective ways to help customers without forsaking efficiency and productivity. The answer for many lies in the cloud. While it took contact centers close to 15 years to get comfortable with cloud-based solutions, many have been won over by the flexibility and benefits, and the freedom from having to implement and maintain hardware and platforms.
The numbers tell this remarkable story. Back in 2008, adoption of cloud-based contact center infrastructure solutions was only 2.2%. In just three years, adoption nearly tripled to 5.9% in 2011. As of September 2013, more than 62% of organizations were using some type of cloud-based contact center solution as part of their operation.
Fundamentally, the cloud is simply an alternative acquisition or delivery model for contact center or customer service systems and applications. However, in the world of contact center and customer service technologies, the cloud is a game-changer. It has helped to transform and enhance the competitive landscape for contact center and customer service applications by making it easier for new vendors to enter the market. All types of contact center and customer service applications are now available in the cloud.