Setting the Record Straight About Cloud-Based Contact Centers

The cloud-based (also known as hosted) contact center infrastructure market hit its stride in 2011. New market entrants, improved functionality, converging market trends, the need for virtual, multi-channel, scalable and flexible servicing infrastructures, and a slowly recovering economy have contributed to a “perfect storm.” The pace of adoption is accelerating and is expected to continue to pick up momentum.

When cloud-based contact centers were first introduced more than 15 years ago, the innovators believed that they would democratize the world of contact centers by making technology cost- effective for small and mid-sized servicing environments. The goal of the early adopters has been accomplished. The concept of cloud-based solutions has captured the imaginations and pocketbooks of IT and business leaders, as well as CFOs who see it as a highly effective method for acquiring technology without a major capital outlay or risk. However, cloud-based solutions are no longer just for small environments. Currently, most sales of cloud-based contact center solutions are for environments of 100 to 250 seats, and deal sizes continue to grow. Although cloud-based solutions are not for everyone, both public and private-sector organizations are already realizing their benefits and are looking to expand their implementations.

The cloud-based contact center infrastructure market has changed a great deal over the years. These innovations are facilitating the adoption and roll-out of these solutions to larger and more complex operating environments. This white paper is going to set the record straight with regard to four common misconceptions about the cloud-based contact center infrastructure market: security, integration, customization and control.