Call centers abandon on-premise technologies and move to cloud: Study

In a survey conducted by Evolve IP, nine in ten respondents said they have planned to move to cloud.

By Narayan Ammachchi, Feb 13, 2019

Call centers across North America are increasingly abandoning on-premise technologies and moving their service to cloud.

In a survey conducted by Evolve IP, nine in ten respondents said they have planned to move to cloud. More than 30% of call centers in the region have already moved to cloud, an increase of 6.5 % from the last year.

With customer demands changing by the day and technology advancing, customer service providers are betting a huge sum of money on omnichannel and CRM integration technologies.

“With dramatic shifts in preferred customer contact channels such as chat, email, and text, organizations have been forced to adopt new solutions to maintain excellent customer experiences,” the report added.

In addition, service buyers are pressing BPO providers to gather more insight at the point of customer interaction. Therefore, service providers are increasingly deploying speech analytics.

Despite the hype created around automation, barely 12% of contact center owners said they are planning to invest in chatbots this year.

In addition, an overwhelming majority want to develop a unified contact center, a kind of agreement where a single partner provides both PBX and contact center technology.

The major challenge contact centers are facing is making use of analytics technology, followed by the task of reducing cost and employing and managing remote agents.

Downtime often results in lost revenue and brand loyalty erosion. However, the survey found that failures are frequent with six in 10 contact centers reporting downtime in the last 12 months.