Evolve IP: 70% of Premise-Based Call Centers Target Cloud Migrations
A new survey from Evolve IP and the Contact Center & Customer Care Industry Professional Network (CCNG) has 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.
These 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.
Other survey findings included the following:
- The top investment priorities for call centers for 2014 were business intelligence (BI), customer relationship management (CRM) and workforce management (WFM) tools.
- Nearly 20 percent of the organizations surveyed did not have a disaster recovery (DR) plan in place.
- More than half of those surveyed did not have the ability for their agents to be fully functional from home in the event of a power outage/disaster at their office.
- More than a quarter of those surveyed had no downtime in their call centers over the past 12 months, and another 24 percent only had one incident of downtime during that period.
- 61 percent of the call centers surveyed had agents working in more than one location, and 10 percent had representatives dispersed across more than 20 different locations.
“The findings of the survey confirm what we hear in the field daily – that cloud technologies are enabling call centers to change the way organizations work,” said Rich Fox, director of Evolve IP’s contact center division.
Evolve IP and CCNG received responses from 197 call center management professionals for the survey, which is available for download here.
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