From data backup to team collaboration to CRM tools and business applications, practically everything is moving to the cloud. Research published by Morgan Stanley last year predicted 50% compounded annual growth in public-cloud usage over the next three years. This report also cites data from Forrester Research which indicates that revenue from IaaS, PaaS and SaaS services will grow from $15 billion in 2010 to $160 billion in 2020.
One of the primary reasons for this shift is cost. Hardware and operating costs are reduced, as companies do not need to purchase new servers to deploy an application, nor do they need to worry about ongoing maintenance or building space. Many services are available on demand, providing companies with a flexible, cost-effective solution.
This move to the cloud is also true in the call center space. According to the Frost & Sullivan white paper “Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis,” using a cloud-based contact center solution can be up to 50% more cost-effective than a premise-based solution, with the greatest savings in larger organizations. A hosted solution allows for the same platform to be used at multiple sites, so companies can quickly scale for growth. Additionally, hosted call center technologies allow call centers to become virtual, whether it’s reserved exclusively for disaster recovery situations or for a full home agent call center.
Cloud-based call centers are more than a trend. Business processes of all types are moving to the cloud, and it’s only a matter of time before the cloud becomes the norm.