March to the Cloud
The global contact-center-as-a-service (CCaaS) market is expected to grow more than 21% annually, from $14.5 billion in 2021 to $82.43 billion by 2030, according to Straits Research.
Cloud services scale effortlessly both up and down. Organizations should never pay for more capacity than they need.
The setup time is short. Organizations can be up and running in days, compared to months for on-premises solutions.
Spending can be moved from CapEx to OpEx budgets with needs-based consumption, which decreases the total cost of ownership and allows for more precise budgeting.
Cloud contact centers can offer high availability and uptime — data can be stored in multiple locations, and backups can be performed regularly.
The global reach of cloud services gives companies enormous deployment flexibility. Part-time and home workers can be easily accommodated, which reduces costs and boosts agent satisfaction.
Cloud applications come with third-party ecosystems built in, enabling customers to extend application functionality through fully tested and compatible solutions that complement the core application.
Open integrations make these solutions highly flexible and adaptable, enabling organizations to future-proof their technology investments.
CCaaS solutions can be integrated with other cloud applications such as human resources, customer relationship management (CRM), ande-commerce systems to drive personalization at scale and improve experiences for employees, customers, and business partners.
In short, “moving to the cloud increases security; allows you to scale more quickly; and removes much of the CapEx requirement, which can be a nightmare these days,” Hardy says.
