The meteoric rise in cloud contact center deployments has taken many by surprise. A decade ago, while hosted and cloud-based applications certainly weren’t new, premise-based contact center systems still reigned supreme. However, all that changed as companies saw the benefits of the cloud. Those benefits include: fast time to deployment, the ability to use OPEX rather than Capex funds, and the ability to rapidly scale up or down in agent seats or ports as business needs dictate.
Cloud-based contact centers also enable companies to quickly add new channels of interaction, and to more easily integrate disparate applications. In an age when omnichannel customer care is a strategic imperative, the cloud has become a tool to get there.
Premises vs. Cloud
However, the growth in cloud contact centers has not been without challenges. Across the cloud-landscape companies have had to address the perceptions and realities of whether having applications in the cloud are less reliable, stable, and secure than on-premise applications. Early entrants to the cloud were often perceived as having solutions that were not as feature-rich as their legacy premise-based counterparts. As cloud adoption took off, these same companies faced increased competition from new market entrants, and had to fend off well entrenched contact center system providers that started to launch cloud-based solutions as well.
Winners in this crowded market landscape have largely addressed the concerns that have plagued cloud application providers. As an example, they have launched geographically redundant data centers with strong security practices, and stayed on top of industry standards and regulations. But most importantly, they have created feature-rich suites of products, which can compete with the best of the premise-based suppliers, and innovated in many areas beyond what those suppliers provide.
NICE is one such supplier leading the cloud contact center market. It increased its market share in Hosted/Cloud ACD by an impressive two percentage points in 2015, achieving 10.5% of the market. In addition, within the APO segment it showed similar gains, moving from 8.2% of the market in 2014 to 10.4% of the market in 2015. The company has done this with a compelling suite of products and innovative features, and by strong performance in the following key areas.
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2015 NICE CXone Contact Center Consumer Research (PDF)
The study, conducted online by Harris Poll, on behalf of NICE CXone, provides key insights into Americans placing orders over $25 via phone or online in the past 6 months, including types of products/services ordered, total value of all orders, and interactions with a company representative at various stages of the purchase journey.
Multichannel Cloud Contact Center Solutions, 2015-2016: Ovum (PDF)
As businesses continue to replace their existing premise-based contact centers with cloud solutions, vendors are rapidly developing their capabilities and making acquisitions in the space. It can be difficult for enterprises to navigate the broad array of available cloud contact center offerings. The cloud contact center solutions and vendors are diverse; they include offerings from legacy contact center vendors, specialist multi-tenant players, emerging niche solutions, and large telecoms and outsourcing providers. This report reviews many of the leading cloud contact center solutions, with particular emphasis on the ability of providers to handle multichannel customer interactions and connect data through analytics. It compares solutions based on the strength of their technology platforms, the views of their customers, and the impact that each company has in the marketplace. Ovum has selected vendors for comparison based on their ability to offer full voice call routing in the cloud. All the selected vendors have the capacity to route at least one interaction channel beyond voice.
Call Center Consumer Research 2015 (Infographic)
The 2015 NICE CXone Consumer Research Report Infographic provides key insights into Americans placing orders over $25 via phone or online in the past 6 months, including types of products/services ordered, total value of all orders, and interactions with a company representative at various stages of the purchase journey.