Driven to rethink priorities over the last few years, business leaders have been forced to look for more cost-effective and flexible ways to acquire and update their contact center solutions. This has paved the way for the rise of the hosted or cloud-based contact center market. While most other technology segments lost momentum, this sector has grown rapidly over the last two years. End users are turning to hosted contact center solutions because it gives them flexible and scalable virtual ACDs without major up-front capital. The new breed of cloud-based contact center- solutions are supported by technology and business experts who know that they have to provide outstanding support in order to earn their clients’ respect and business on a daily basis.
The hosted contact center business model gives enterprises of all sizes access to contact center infrastructure and the other call center applications they need to cost effectively provide an efficient and outstanding customer experience. It allows companies to acquire functionally rich technology and applications without a large capital investment or long-term commitment. It is also highly scalable and gives users ongoing technical support and access to innovation and upgrades at no additional cost. Ease of provisioning, a reduced maintenance burden and the opportunity to “try before you buy” make hosted solutions an attractive and low-risk alternative to on-premise solutions.
In a March webcast, Best Practices for Selecting and Implementing Cloud-Based Contact Centers, Donna Fluss, President, of DMG Consulting, reveals the latest market findings and trends in their recently released industry report. Vidur Apparao, CTO of LiveOps, also discusses how cloud based contact center technology is changing the game through better customer engagement.