Cloud computing is revolutionizing the call center

December 5, 2014

One of the more defining aspects of cloud computing in enterprise is that it is an IT solution that transcends the IT department. All areas of a business, from marketing, to finance, to HR and beyond are finding their work is becoming more data-driven and collaborative. This has created a need for accessible, agile software that will allow workers to do their job as efficiently as possible.

Call centers are one functional area in particular that are experiencing a massive shift in the way they operate in light of rising cloud adoption. According to one recent report, the market for cloud solutions in call centers is slated for rapid growth.

Call centers’ demand for cloud services rising quickly
Talkin’ Cloud looked at research from Markets to Markets and found that the cloud-based call center market is projected to grow from from $4.15 billion in 2014 to $10.9 billion in 2019 – a compounded annual growth rate of 21.3 percent each year during that time.

The research also showed that most of this growth will take place within the United States, though developing markets like India, the Middle East and Asia are expected to make considerable contributions to the expansion as well.

How call centers benefit from cloud computing
As with many areas in business, the cloud is coming into the call center with promises of cost savings and efficiency.

TMCNet explained that cloud computing in the call center will allow for call recording, workforce management and workforce optimization can be had without taking on onerous upfront investment costs. Additionally, the cloud will open call centers up for more flexibility, since workflows can be accessed from anywhere at anytime.

The source also predicted that this could even completely redefine what we know as a call center. Traditionally, these centers have been massive rooms full of people sitting at desks, making and receiving calls. But because everything is stored in the cloud, employees can log in and work with their own remote setup that is equipped with everything they need to to their job.

This virtual workforce could completely banish the need for businesses to keep their call center operations on-premise. Instead, they could have a distributed workforce with all the capabilities of an in-house one. Seeing as maintaining any sort of real estate is an expensive endeavor, moving an entire call center to the cloud could have cost-cutting power far beyond the savings on IT infrastructure.