Cloud Aids Outsourcing in Contact Centers

September 26, 2014

The cloud is an attractive place for the contact center market, as it allows companies to expand their horizons without investing the necessary dollars to support a brick-and-mortar build-out. The virtual agent can become a reality and scaling to accommodate even complex programs is an easy change when the platform isn’t housed on-site.

So popular is this market to support that it continues to experience strong growth. Companies have access to services such as queuing, call routing, recording, data integration, chat, quality monitoring, workforce optimization, workforce management, call center scheduling and even real-time decision making.

Control is one of those issues that kept many a company from wanting to go to the route of the contact center in the cloud, but the visibility into the platform can actually improve. For instance, a number of providers deliver a widget-based dashboard that is interactive, tab-based and allows for interaction between supervisors and agents, regardless of location. All users can easily access and share reports through a Web browser and all call-related data is readily stored for later access.

Robust solutions in the cloud also offer the ability to easily integrate with customer data so that all customers are provided a . High competition has companies throughout the industry looking for ways to personalize the experience for better customer satisfaction. This tight integration also allows for agent monitoring, granular reporting, easy upgrades and better data flow throughout integrated applications.

A new industry report, “Cloud Based Contact Center Market by Solution (IVR, ACD, CTI ( – ), APO, Dialers, Analytics & Reporting), & by Application (Chat Quality Monitoring, Real Time Decision Making, Work Force Optimization) — Worldwide Forecasts and Analysis (2014 – 2019)”, offers insight into the market at large so that leaders and new entrants get the information they need to succeed.

The report segments the market into services and solutions, allowing for a more comprehensive approach. It also provides close approximations on the revenue numbers for the bigger market and the associated sub-markets. Numbers are split between verticals, deployment type, applications and regions.

Industry players can also gain a better understanding of the competition and gain more insights to better position their business overall. A competitive landscape summary explores the ecosystem of the competitors in this space and the role they play. The top 10 players are examined in more detail, with in-depth profiles provided.

Finally, industry players can use the report to better understand overall growth, both actual and projected. This includes an analysis of market drivers, challenges, restraints and opportunities. Whether you’re in the market or looking to expand into this area, the competition is fierce, but the opportunity is great.