White Paper: Why contact centres are moving to the cloud

Magnetic North has released a White Paper called ‘Ahead in the cloud: Why contact centres are moving to cloud-based solutions’.

The contact centre market is undertaking a fundamental shift, with more than one in three contact centre managers actively considering a move to the cloud in the near future.

The report, which investigates where the contact centre market is in the cloud adoption curve, also reveals some of the reasons behind why contact centre managers are eager to make the move now, including:

• Frustrations with legacy systems are a core driving force for the shift, with cost of upgrades (cited by 40%), technical limitations (37%), long deployment times and costly integrations (both 28%) cited as issues with on-premise solutions.
• Over half of contact centre managers say legacy equipment limitations are preventing them from rolling out a multichannel infrastructure, and just under 50% state that their technology is preventing their contact centre from meeting its KPIs.
• According to the research, the top three drivers to the cloud are cost savings (52%), multichannel service (41%) and compliance requirements (37%).

“We are now approaching a cloud contact centre crunch point, with a number of factors coming together to make cloud-based solutions the only sensible option,” said David Ford, Managing Director at Magnetic North. “In the modern customer-centric business, it is essential that customers get the service they expect, and that increasingly means communication via multiple channels – and cloud solutions provide this functionality as requirements develop, without upgrade costs.”

Click here to download the White Paper.