The research in the article below really shows that the transition of the contact center from premise-based solutions to cloud-based solutions has left the “Early Adopter” stage and is well into the “Early Majority” stage.
Here is what I see as the big take-away from the research:
Three quarters of companies have recognized the value of the cloud, with 25 percent of contact centers having fully deployed cloud today and another 28 percent partially transitioned — either migrated some functionality or moved a subset of their agents to the cloud. In addition, 21 percent have plans to migrate within the next year
It is now a given that a cloud-based solution or Contact Center as a Service (CCaaS) delivers Business Continuity, Scalability, and Cost Savings, along with the concept of work-from-anywhere agents built into the core of the system.
This transition affects small call centers as well as centers with hundreds of agents. In the same way that small companies now expect that their Hosted PBX have all the features that in the past were only available to enterprise systems, small companies with only a few agents now want the same features that large enterprises have as part their systems. The best way to satisfy these customers will be through Contact Center as a Service (CCaaS).
For white label providers of communications service, adding CCaaS to their offering will be a key driver for capturing these small customers who want big features at a cost they can afford.