Cloud-based contact centre solutions offer a number of advantages over on-premise solutions such as the high speed of deployment, the ability to avoid upfront costs, and of course opportunity to scale capacity up and down on-demand, and so adjust to market conditions.

That’s a key take away from a new white paper produced by Matchboard and provided to the Which-50 Digital Intelligence Unit to review.

According to the paper, called, The Ultimate Guide to Technology for Contact Centres and Customer Experience, “Through technology, we can now provide fast, efficient and personalised service, gain deep insights into what our customers think and feel, and spoil our customers with a choice of interaction channels, from the contact centre to self-service and video.”

In addition to cloud contact centre solutions, the report also interrogates nine other technologies including gamification, co-browsing, robotic process engineering, workforce management software, the Web RTC open source framework, customer contact analysis as a service, customer feedback platforms, virtual assistants, as well as a quick dive into several newly emerging technologies such as voice biometrics and customer journey planning.

In the area of cloud contact centres, the report points out the relative advantages of both a cloud and an on-premise approach. That is something that is typically hard to find since vendors tend to promote one or the other (although the balance is definitely tilting to cloud).

Cost, flexibility, and speed of deployment are identified as cloud advantages. On-premise approaches typically benefit from lower latency between systems and agents, a potentially lower lifetime cost of ownership and more carrier flexibility. (See chart).

Source: Matchboard

According to the authors of the report, “Cloud contact centre software is an exciting trend which presents buyers with fresh financial and delivery options compared with on-premise solutions.” 

They quote research by MarketsandMarkets which indicates that the global cloud contact centre market is forecast to grow from $6.8 billion in 2017 to $20 billion by 2022.

“This rapid growth mirrors the “speed appeal” of cloud deployments. In most cases, cloud contact centre technology eliminates the need for installation of servers and networking products, substantially reducing the time to get up and running from months to weeks (or in some cases, days).”

Evolving requirements

They also caution buyers to look for cloud solutions that can meet their evolving requirements for different channels, and as an example, they suggest the need to add web chat to phone and email capability.

“Also critical is the vendor’s reputation for post-sales support  – which may be lack-lustre even if the product’s features and functionalities are first-class, so nothing should be assumed. Integration with other systems, including CRM and analytics platforms, should be investigated.”

The report discusses the relative advantages of pubic and private clouds and notes that the hybrid model should also be considered.

“A hybrid architecture allows you to place parts of the solution that are sensitive on-premise, while performing non-sensitive operations with a cloud provider. An example of this would be to keep the telecommunications voice channel local within the organisation and subscribe to an application from a cloud provider.”

Ultimately, the report suggests it is inevitable that buyers will need to review cloud-based options as part of any contact centre procurement strategy.

To request product information on cloud contact centre solutions email [email protected]

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