Geekzone: technology news, blogs, forums
Guest
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:

The world's biggest troll Steve Biddle turns 40
Created by scottjpalmer, last reply by linw on 1-Jul-2015 16:45 (66 replies)
Pages... 3 4 5


Ticketek Sort your website - Super15 Final, ticket sales & scalping
Created by keewee01, last reply by bazzer on 1-Jul-2015 15:30 (87 replies)
Pages... 4 5 6


High late fee
Created by nate, last reply by MikeB4 on 30-Jun-2015 22:25 (48 replies)
Pages... 2 3 4


When are the new snap/2 degrees broadband plans coming out?
Created by Guv, last reply by eXDee on 1-Jul-2015 15:58 (21 replies)
Pages... 2


PS4 $417.16 delivered @ The Warehouse
Created by timtait, last reply by lokhor on 1-Jul-2015 13:08 (62 replies)
Pages... 3 4 5


Vodafone Smart Prime - Some Questions
Created by StevieT, last reply by johnr on 1-Jul-2015 13:56 (17 replies)
Pages... 2


What type of cable demark is this?
Created by FlyingPete, last reply by FlyingPete on 29-Jun-2015 21:28 (17 replies)
Pages... 2


Why is NZ still using the 12 hour clock?
Created by ScuL, last reply by tstone on 29-Jun-2015 09:51 (100 replies)
Pages... 5 6 7