1 min
So far, the number of contact centers which have moved to the cloud keeps growing, but what does the next years hold for the cloud contact center industry? According to the latest report by Research and Markets, cloud contact center sales are expected to grow from 4.68 billion in 2015 to 14.71 billion in 2020, raising at an annual rate of 25.7% (CAGR) between both years.
Contact centers have found a powerful ally in the cloud to reduce costs, as well as increase business flexibility and employee productivity. In fact, flexibility, scalability, immediate activation and savings in infrastructure and licenses, are some of the main factors which have driven this market development. Besides, many companies are starting to trust in teleworking, a fact which is also setting the growing trend of cloud-based contact center solutions.
The incorporation of some tools such as automatic call distribution (ACD), optimization of agent performance and interactive voice response (IVR) increases agent productivity, while reducing the waiting time for customers on the phone. Hiring a cloud contact center is proving to be an opportunity for companies to differentiate themselves from the rest in their customer service.
Finally, another reason why this market is growing is the ease of tracking provided by this cloud-based software. The monitoring and statistics tools enable companies to obtain the necessary information to optimize campaigns productivity and user experience. Therefore, it is expected that cloud contact center industry has excellent prospects in the future, as this solution will be essential for many companies.
masvoz cloud contact center solutions
masvoz Cloud Contact Center is a a fully-fledged Contact Center platform with all the business advantages of the cloud plus the powerful features of intelligent telephony, as automatic call distribution (ACD), interactive voice response (IVR) and voice recognition (ASR).
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