Research: Adoption of Cloud-Based Contact Center Services Is on the Rise

Use of cloud-based contact center services is experiencing steady growth, according to the No Jitter 2017 Cloud Communications Survey. Almost a fourth (23 percent) of respondents have turned to the cloud for contact center services, and more than half (53 percent) of these respondents say total cost of ownership is lower than expected. Another recent study from Nemertes confirmed this data, showing that 24 percent of respondents are using cloud-based contact center services, while another 19 percent are planning to do so within the next year.

Contact-Center-as-a-Service (CcaaS) is a platform that provides the flexibility to increase or decrease the use of contact center infrastructure and resources based on current demand. Using a pay-as-you-go pricing model, you can access software through the Internet. You can rent hardware from a provider, own your own hardware and have the cloud service provider manage and maintain it, or adopt a hybrid model that includes a combination of both.

CCaaS delivers many of the same benefits as other cloud services. It allows you to have a contact center up and running in weeks. Faster deployment translates to faster ROI. Capital expenses are reduced. Pay only for what you use instead of trying to predict requirements during peak and low-demand periods. You can add new features and capabilities when needed, and you’ll always have access to the latest versions of contact center technology.

IPC offers two CCaaS solutions – the Five9 Virtual Contact Center and Mitel MiCloud Contact Center.

Five9 Virtual Contact Center

Five9 was one of the pioneers in the CCaaS space, launching its first Virtual Contact Center platform 15 years ago. The latest release, introduced in July, expands and enhances Five9’s modern microservices architecture, which improves cloud resiliency, elasticity and scalability. Existing applications such as voice, email, chat and speech recognition have been modularized to provide greater flexibility.

The new version of Five9’s Virtual Contact Center also includes a carrier-grade soft switch, which dynamically chooses the optimal call path between agent and customer. This capability can be scaled to thousands of agents. Virtual Contact Center can now be deployed in both private and public clouds and is cloud agnostic, supporting Amazon Web Services, Microsoft Azure and other platforms. Five9 Virtual Contact Center also includes Global Voice, which can optimize voice paths around the world, maximize voice quality and cost efficiency, and minimize latency.

Mitel MiCloud Contact Center

Mitel designed MiCloud Contact Center to ensure customer issues can be resolved any time of day or night on the communication channel of their choosing. Customers can choose a self-service option or speak with a live agent. At the same time, the productivity of agents and supervisors is optimized and operations are streamlined by integrating MiCloud Contact Center with existing business and communication systems.

MiCloud Contact Center enables you to identify high-value customers, prioritize their position in the queue, and make sure their calls are handled by top agents. Productivity tools enable agents to take action in fewer steps and with fewer errors to deliver the best possible customer experience. Historical and real-time reporting enable you to evaluate agent performance, respond to changing traffic volumes, and measure contact center performance against service-level objectives.

Let IPC show you how CCaaS can help you meet heightened customer expectations, control contact center costs, and provide you with advanced technology and reporting that maximize the business value your contact center delivers to your organization.