MarketsandMarkets recently said it expects the demand for cloud-based contact center services to increase over the next five years.

This market research firm is predicting the cloud-based call center market will expand from $4.15 billion in 2014 to $10.9 billion in 2019, which would represent compounded annual growth of 21.3 percent during that time.

MarketsandMarkets also noted North America is expected to be the biggest market in terms of revenue contribution, while emerging economies such as the Middle East and Africa (MEA), Latin America (LA) and Asia-Pacific (APC) are expected to experience increased market traction with high compound annual growth rates (CAGRs) as well.

“Cloud-based solutions for contact centers refer to the delivery of contact center applications over the Internet on an on-demand basis. These solutions provide organizations with processing and data storage capabilities in the cloud,” MarketsandMarkets wrote in a new report.

On-premise call centers are targeting the cloud

A June 2014 Evolve IP and Contact Center & Customer Care Industry Professional Network (CCNG) survey of 197 call center management professionals also revealed that many premise-based call centers are planning cloud migrations.

The 2014 North American Call Center Survey showed nearly 78 percent of today’s call centers are premise-based, but 70 percent of them plan to move to the cloud.

Survey respondents cited greater scalability, lower total cost of ownership and the ability to more easily employ work from home agents as the main reasons they were interested in cloud migrations.

“There is high interest in leveraging cloud solutions to expand contact center capabilities to improve customer service and the overall customer experience,” CCNG International CEO David Hadobas said in a prepared statement.

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