Contact center interaction management software is making the rounds with many enterprises. Software vendors who deal with these types of products are predicting a growth rate of 20% for cloud-based solutions while not anticipating any growth for on-premise solutions. It has become an inevitable need for consumers to be connected to contact center agents through the channel they prefer. The advantage of going to the cloud for such applications is the system is agile and flexible, allowing centers to focus on customers and not on technology.
The key factors for CCIM are:
The industry is growing and becoming increasingly mature. This is evident from the fact that more centers are moving from on-premise systems to cloud-based systems on Amazon Web Services.
Software vendors have indicated that the software-as-a-service model is in demand, and companies prefer to go for an agile software instead of limiting their attention to cost-saving solutions.
Dedicated service provider
Most contact centers can benefit from having a dedicated solutions architect from the service provider who is constantly working on a clearly defined roadmap. However, companies should also have validation and evaluation teams who can check technology compliance and procedures.
Cloud-based systems are more flexible, and this allows contact center managers to revisit or change plans whenever there is a shift in business priorities. Another challenge that contact centers face is the addition of new capacity which can be quickly addressed when working on an enterprise cloud platform.
Improved customer satisfaction
Cloud-based systems give an option for customers to choose the channel of interaction with agents. For agents, it becomes easy to add new channels according to customer requirements.
Spend vs. Usage alignment
There are many contact centers that work on multiple shifts for large companies. Having a cloud-based system allows scalability according to data usage. The spending is completely in line with usage and totally depended on volume. Thus, any time there is a spike in volume, an increase in usage capacity is the result.
While a pure SaaS model meets the needs of small and medium-sized contact centers, the emergence of hybrid models shows that the market is moving toward larger contact centers.
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