A new survey of North American call centers has revealed that many premise-based centers are interested in the cloud. Here are the details.

Dan Kobialka, Contributing writer

June 5, 2014

2 Min Read
A new survey from Evolve IP and the Contact Center amp Customer Care Industry Professional Network CCNG revealed 70 percent of premisebased call
A new survey from Evolve IP and the Contact Center & Customer Care Industry Professional Network (CCNG) revealed 70 percent of premise-based call centers are planning 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.

Share your thoughts about this story in the Comments section below, via Twitter @dkobialka or email me at [email protected].

Read more about:

AgentsMSPsVARs/SIsChannel Research

About the Author(s)

Dan Kobialka

Dan Kobialka

Contributing writer, Penton Technology

Dan Kobialka is a contributing writer for MSPmentor and Talkin' Cloud. In the past, he has produced content for numerous print and online publications, including the Boston Business Journal, Boston Herald and Patch.com. Dan holds a M.A. in Print and Multimedia Journalism from Emerson College and a B.A. in English from Bridgewater State College (now Bridgewater State University). In his free time, Kobialka enjoys jogging, traveling, playing sports, touring breweries and watching football (Go Patriots!).  

See more from Dan Kobialka
Free Newsletters for the Channel
Register for Your Free Newsletter Now
Subscribe

You May Also Like

Galleries
See all
Sep 16 - Sep 19, 2024
Join us for MSP Summit, September 16-19, 2024 in Atlanta, GA. You don't want to miss the industry’s most innovative and inspiring gathering of business leaders focused on growing their managed services businesses. This year’s MSP Summit will help attendees stay ahead of exponentially increasing security threats, expanding their range of services through a merger or acquisition and embrace a wide range of innovative new technologies. Get notified when registration opens.
Sign Up For Special Deal