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.