Is this the End of the On-Premise Call Center

As per a research, out of 14.5 million call centers across the globe, around 90% are using on-premise technologies. But, surprisingly most of them are contemplating a shift to cloud-based contact centers to remain competitive in the current market.

In fact, as per Magic Quadrant report, cloudification of call centers is such a hot trend that the majority of companies from varied sectors are planning a move to the cloud as customers gradually use digital channels to contact businesses and to deliver superb customer experience.

However, this transition has been a difficult road for call centers to walk on as compared to transitioning to any enterprise software.

Some clear reasons for this are:

• Lack of adequate bandwidth for voice
• Bandwidth available is not reliable for voice application
• Real-time demand of call handling by call centers
• Critical nature requirements of call centers

Though some existing market giants are showing reluctance, but none of them seems to be a barrier now.
Below are some profound benefits of cloud-based call centers which will rock the market in the near future:

They are Quick in Deployment

As no infrastructure is required for the deployment of cloud-based call centers, it is easy to implement it immediately.

More Scalable

Cloud-based contact centers allow you to scale up or down as per the unique needs of your business.

Work from Anywhere Options

The work-from-anywhere option helps businesses keep a pool of highly qualified agents with better language skills at a lower cost.

Enhanced Business Continuity

One of the biggest benefits of cloud-based call centers is that it will be free from hardware failures and downtimes like conventional call centers. Personnel in a contact center can access the cloud-based contact center from anywhere, independent of their location.

Lowest or No System Maintenance

With cloud-based contact centers, companies can fully focus on the agent rather than system maintenance.

The Final Thought

Businesses of all sizes are adopting cloud-based call center systems and applications. It is a trend that is picking up momentum, particularly as most of the innovations are suggested by cloud-based vendors. It is no longer a question of whether or not a company will be using cloud-based call centers but the discussion point is when it will happen. Also, it is obvious that companies cannot transit in one go to new technology since it involves a new investment.

As for companies that have already made a lot of investment in existing infrastructure, they must find a way to converge existing infrastructure to cloud-based call centers and move forward.