Request Information
Learn More

Evolve IP – CCNG Cloud Call Center Survey Predicts Significant Cloud Migration

70% of Premise-Based Call Centers Plan to Migrate. Respondents Site Benefits Like Scalability, Lower Total Cost of Ownership and Access to New Technologies

Today Evolve IP™, The Cloud Services Company™ and CCNG, the Contact Center & Customer Care Industry Professional Network, revealed that their 2014 North American Call Center Survey shows 70% of premise-based call centers plan to move to the cloud due to attributes including greater scalability, lower total cost of ownership and the ability to more easily employ work from home agents.

The web-based survey was completed by 197 call center management professionals and showed that while 77.5 percent of call centers are premise-based today, 70 percent of them plan to move to the cloud. The survey also revealed that the top investment priorities for call centers for 2014 include Customer Relationship Management (CRM), Work Force Management (WFM), and Business Intelligence (BI).

“Through CCNG’s events we have the unique opportunity to listen to the issues and perspectives of contact center management across a wide variety of industries,” says David Hadobas, President and CEO of CCNG International Inc. “The conversations and dialogues at those events mirror the findings from this survey in that there is high interest in leveraging cloud solutions to expand contact center capabilities to improve customer service and the overall customer experience.”

“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,” says Rich Fox, director of the contact center practice at Evolve IP. “Advanced technologies like integration with CRM and WFM provide call centers with better insight and new options for enabling programs like Work From Home.”

A free downloadable copy of the full report is available at this link: Call Center Survey, which also provides access to several other call center resources. For information about Evolve IP’s Cloud Call Center solutions, visit www.evolveip.net/call-centers/

One of the nation’s fastest growing cloud service companies, Evolve IP provides organizations with a unified option for cloud services with its Evolve IP OneCloudTM solution. Today, more than 50,000 users in the US and globally depend daily on Evolve IP for virtual data centers /servers, virtual desktops, unified communications, disaster recovery, contact centers, and more.

.

Recent News

  1. 16 Dec

    Evolve IP Announces Launch of Enterprise, Cloud-Based Business Intelligence Solution

    Powered by Cloud BI and Analytics Leader Birst, Evolve IP Analyst Delivers Actionable Analytics for Evolve IP Customers December 12, […]

    Read More
  2. 08 Dec

    TBI, Inc. To Offer Full Complement of Evolve IP’s Award-Winning Cloud Services

    WAYNE, Pa. — December 09, 2014 —Evolve IP™, The Cloud Services Company™, today announced that Telecom Brokerage, Inc. (TBI), a […]

    Read More
  3. 04 Dec

    Sanditz Travel Management Takes Flight with Evolve IP’s Cloud Call Center Solution

    80% of customer calls answered in less than 20 seconds, helping Sanditz attract new corporate customers Today, Evolve IP™, The […]

    Read More
  4. 01 Dec

    Entrepreneur Magazine Covers Evolve IP’s Mobility and BYOD Survey of 566 Business Professionals

    Entrepreneur Magazine covered an article written by Don Mennig, Sr. VP of Marketing for Evolve IP, discussing how mobile devices lure […]

    Read More