Cloud Contact Centers’ growth will accelerate to 2020

The cloud-based contact center market is consolidating regardless of the size or sector of the business economy. Last year was key in this growth, and so will be the year that has just begun.

With technology solutions of higher quality, reliability and security, and lower prices, the cloud-based contact center infrastructure market will continue to experience significant growth that is no longer limited to large organizations.

Growth will accelerate in the coming years

A recent report by DMG Consulting under the title “2016-2017 Cloud-Based Contact Center Infrastructure Market Report” is clear: the cloud-based contact center infrastructure market is starting to mature, and its continued expansion is putting downward pressure on prices, which is undoubtedly positive for buyers.

During 2016, companies of all sizes, including those contact centers with more than 500 employees, adopted these cloud-based technology solutions. So much so that the number of workers has increased by 20.9% in the last twelve months. But the most positive thing is that this growth trend is expected to continue over the next five years as more traditional environments migrate into the cloud. DMG estimates that the number of jobs in cloud-based contact centers, which already increased by 23% in 2016, will grow by 23.5% in 2017 and 2018; and 24% in 2019 and 2020.

A period of technological changes and improvements

There is no doubt that the IT infrastructure cloud-based sector is immersed in a moment of enormous importance, as well as changes and improvements sheltered from solutions that continue to improve reliability, flexibility, scalability and security. This, in turn, arouses greater interest and attracts new businesses and companies of any size and any sector.

The key role of suppliers

The flexibility and responsiveness of cloud-based contact center infrastructure providers is attracting the attention of a growing number of contact center users interested in continuous improvement. Thus, in this phase of significant technological renewal, suppliers are investing in improving the performance and reliability of the system, migrating to third-party data centers that allow faster time to market, make use of virtualization to improve their operating environments and reduce costs, and to undertake the improvements requested by its customers.