We Suspected Contact Centers Would Move to the Cloud; Now We Know Why

Ken Landoline

Summary Bullets:

• Improved cloud-based contact center solutions as well as the CapEx-OpEx tradeoff argument appeared to be good enough reasons for some contact center managers to move their operations into the cloud.
• In retrospect, based on feedback from companies that have made the shift, there are more reasons than we may have thought driving this shift, including some that may not have been seen beforehand.

I have written before on the potential benefits of cloud-based customer care solutions and the company attributes and vertical market requirements that, in many cases, made it a relatively simple decision to move contact center solutions to the cloud.  The most common identified drivers of software-as-a-service (SaaS) solutions were the increased number of technology solutions worthy of consideration and the budgeting advantages of paying a monthly fee versus making a large upfront capital expenditure on hardware and software.  In retrospect, and after discussing the topic with enterprise decision makers, system developers and several others involved in the customer care industry, I realized there may be several other drivers behind the trend to the cloud.  The list is probably longer than this and growing, but here are the additional reasons I have identified: