{"id":525,"date":"2014-06-06T11:54:20","date_gmt":"2014-06-06T11:54:20","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2014-06-06T11:54:20","modified_gmt":"2014-06-06T11:54:20","slug":"premise-based-call-centers-plan-to-migrate-to-cloud","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/en\/premise-based-call-centers-plan-to-migrate-to-cloud\/","title":{"rendered":"On-Premises Call Centers Plan to Migrate to the Cloud"},"content":{"rendered":"
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While recent reports from various solution providers in the contact center market have highlighted the growing trend of organizations turning to the cloud as their next-generation platform for interacting with customers, a new survey by and the (CCNG) has revealed that this trend is really set to gain momentum.<\/p>\n

As the headline above notes, the big news is that a survey of 197 contact center management professionals showed that while 77.5 percent of contact centers are on-premises today, 70 percent of respondents plan to move to the cloud. The survey also revealed that the top investment priorities for contact centers in 2014 include Customer Relationship Management (CRM), Workforce Management (WFM), and Business Intelligence (BI).<\/p>\n

The reasons cited for moving to the cloud should be familiar to readers. Respondents cited greater scalability, a lower total cost of ownership, and the ability to more easily employ remote workers as the main reasons they were interested in cloud migrations.<\/p>\n

\u201cThrough CCNG\u2019s events, we have the unique opportunity to hear about the challenges and perspectives of contact center management across a wide variety of industries,\u201d says David Hadobas, President and CEO of CCNG International Inc. \u201cThe conversations and discussions at those events reflect the findings of this survey in that there is a strong interest in leveraging cloud solutions to expand contact center capabilities in order to improve customer service and the overall customer experience.\u201d<\/p>\n

\u201cThe survey findings confirm what we hear on the ground every day\u2014that cloud technologies are enabling call centers to transform the way organizations operate,\u201d says Rich Fox, director of the contact center practice at Evolve IP. \u201cAdvanced technologies, such as integration with CRM and WFM, provide call centers with better insights and new options for implementing programs like Work From Home.\u201d<\/p>\n

Other survey findings included the following:<\/p>\n