Adoption of cloud-based contact centers will grow 12.1% in 2017

2012 was the first year that cloud-based contact centers rose above the traditional call center reaching the figure of 12.8%. Since then, growth has been continuous, and according to consulting firm Frost & Sullivan the number of companies that choose cloud solutions to locate all or part of their contact centers infrastructure is increasing.

By 2017 an investment of 3,162 million is expected, which will represent an annual increase of 12.1%. Given these figures a question needs to be addressed: what are the reasons why more and more companies of all sizes are adopting cloud solutions?

Key benefits provided by cloud solutions

The report “Cloud Momentum Boosts Trends in the Contact Center” by Frost & Sullivan says that beyond the basic benefits, are additional benefits that cloud solutions bring to all companies that explain this rapid growth. These additional benefits include:

• Scalability, while cloud solutions enable companies to make adjustments upward or downward depending on their needs.
• They provide greater agility to businesses because companies can react more quickly to changes in location and / or staff.
• Flexible pricing (“a la carte”) of the needs of the company, so that cloud solutions are accessible to organizations of any size.
• Rapid deployment, because it is not necessary to purchase equipment or load new applications so they work almost immediately.
• Reduced maintenance and management costs.
• There is no risk to business plans and many vendors offer trial periods.
• Promotes remote work or telecommuting from different locations or from home and flexible hours, thus reducing operational costs.

Cloud solutions as leverage against the crisis

The adoption of cloud-based contact centers is not limited to the United States, but gains strength as contact centers are struggling to remain competitive. The most economically depressed countries that are emerging from the crisis, such as Mexico or Brazil, are the ones showing an increased interest and growth. The same is true in the Asia-Pacific region, where companies continue to focus on improving their customer service to stand out from the competitors and increase profits. 

In addition, Frost & Sullivan notes that in Europe, the cloud-based model will have a greater impact as the region recovers economic stability, increasing penetration of cloud solutions ranging from 8% in 2012 to 15% in 2017.

In conclusion, cloud-based solutions are contributing a significant amount and variety of benefits while the first obstacles to its implementation, especially security, are being overcome. According to the report, the decision to rise to the cloud all or part of the infrastructure of a company should not be taken lightly and it is essential to follow a roadmap towards choosing the best service and provider.