Geekzone: technology news, blogs, forums
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.
Contact centres moving to the cloud
Posted on 5-Feb-2014 07:35 by Bill Bennett. | Tags Filed under: News.

Companies are moving away from the old school battery hen style contact centres towards cloud-based operations says Frost & Sullivan ANZ head of research for ICT practice Audrey William. It’s a move that could benefit telcos.

William says the cloud-based contact centre market is growing at 39 percent annually. Her figure is for Australia, but New Zealand is on a similar path.

Frost & Sullivan research found large contact centres are largely sticking with on-premise systems. Larger contact centres are resource and capital-intensive – they also tend to have long contract terms.

Willam says while there’s a market awareness of hosted contact centre systems, it is still early days for fully cloud-based contact centres.

She says: “As momentum gathers towards third-party hosted and delivered contact centre solutions, telcos with their network expertise, will be advantageously positioned to capitalise on this trend. Telcos will be well positioned to leverage their market reach to offer bundled solutions”.

[digitl 2014]

digitl on Google+

The post Contact centres moving to the cloud appeared first on digitl.

comments powered by Disqus

Trending now »

Hot discussions in our forums right now:

Rise of the machines
Created by Rikkitic, last reply by Rikkitic on 25-Oct-2016 09:53 (39 replies)
Pages... 2 3

Galaxy Note 7 Announcement and Owners' Thread
Created by eracode, last reply by ibuksh on 25-Oct-2016 08:39 (1189 replies)
Pages... 78 79 80

Sony XZ Owners discussion
Created by networkn, last reply by scottjpalmer on 25-Oct-2016 01:23 (109 replies)
Pages... 6 7 8

Gigabit cable now available
Created by sub, last reply by SteveC on 24-Oct-2016 22:51 (61 replies)
Pages... 3 4 5

Kiwibank Platinum by fees not by service?
Created by joker97, last reply by openmedia on 22-Oct-2016 11:23 (22 replies)
Pages... 2

Are the Fritzbox Actually Any Good?
Created by Kopkiwi, last reply by sidefx on 23-Oct-2016 10:20 (10 replies)

'Unlimited National Traffic'
Created by MikeAqua, last reply by Nil Einne on 21-Oct-2016 20:54 (20 replies)
Pages... 2

LAX transit times
Created by afe66, last reply by sbiddle on 21-Oct-2016 16:25 (10 replies)