2016 – The Year of the Cloud Contact Centre

2016 will undoubtedly be “the” year of the cloud contact centre. Organisations have identified a move to cloud based contact centre solutions as a key means of driving company growth and gaining competitive advantage. A cloud based contact centre holds the key to finally achieving automated processes, accelerating response times and achieving a complete, transparent view of customer satisfaction and team performance.

In a recent study from Research and Markets, it was forecast that the global market for cloud contact centre solutions will be worth $14.71 billion (£10.36 billion) by 2020. This equates to average annual growth rates of 25.7% across the next 4 years. However it is anticipated that 2016 will see the most significant level of growth with update of cloud contact centre technology expected to increase by 30%.

The study from Research and Markets highlighted three particular reasons behind the increased demand for cloud contact centre technology.

Empowering superior customer service

Cloud contact centres integrate intelligently with core IT and CRM systems. The Solgari cloud contact centre platform is integrated with most mainstream CRM vendors such as Microsoft Dynamics, Salesforce and Bullhorn as well as a wide array of ERP and data analytics providers.
This end-to-end intelligence and enhanced control ensures a contact centre team can deliver a superior level of customer service. They have immediate access to complete customer data and insights. Contact centres rely on the integrated analytics and reporting to help identify any issues, improve call quality and ensure sure customers receive the best experience. Furthermore, the intelligence of the cloud contact centre platform ensures each call is directed to the right personnel.

Reduced lead times, improved call quality and a more personalised customer service = happier customers.

“Solgari’s cloud contact centre provides us with a single, integrated communications system across all our offices, enabling us to better handle and direct customer calls.

Barry Finnegan, Director, Sheehy Residential Lettings

Unprecedented levels of flexibility and scalability

Flexibility and scalability is essential for business growth. Contact centres require a solution that can be easily scaled according to business performance. With a cloud contact centre solution, companies need only pay for the features and functionality you require at any given time. Features and functionalities are modular and available on demand.

Cloud based contact centres empower organisations with the ability react more quickly to short-term spikes in business growth. The scalability also makes long-term planning a much easier task. You’ll no longer have to estimate future demand years or even months in advance as cloud technology ensures unlimited scalability.

Freeing up considerable capital costs

By moving to the cloud, an organisation can avoid large upfront investments in infrastructure and vendor licensing. Cloud contact centre solutions have zero capital costs. They utilise the power of cloud technology so there’s no need for expensive on-site engineers, or complex system set-ups. Your business communications costs make the move from CAPEX to OPEX costs.

Cloud contact centre services are delivered on a subscription basis. The ability to subscribe to only the functionality and features you actually need has enabled Solgari cloud contact centre customers to reduce communications costs by at least 40%.

In any given month we communicate with more than 20,000 people. Now, thanks to the Solgari cloud contact centre, we do that more intelligently and more efficiently than before, and, amazingly, at a fraction of the cost.”

Brian Minto, Contact Centre Manager, L-EV8 Marketing

By the end of 2016, it’s estimated that almost 1.89 million contact centre agents worldwide will be utilising cloud contact centre applications. With 3 incredibly compelling reasons to make the switch, will 2016 finally be the year your organisation move its contact centre to the cloud?