Why Contact Centers are Moving to the Cloud

David Rollison | October 2, 2017

Cloud will be the “default option” for software deployment by 2020.

This proclamation from Gartner is eliciting one of two responses from you right now:

  1. Oh thank the powers that be, I’ve already moved.
  2. Oh dear. I really need to look into that.

Hello there Number 2, this blog is for you.

First off, yes. Yes, you do need to look into that.

Secondly, and perhaps more importantly, you’re not as behind as you think you are.

A study from No Jitter showed that less than 30% of those surveyed are prioritizing contact centers in the move to the cloud. Why? If you’re living in an Avaya world, it’s been more and more difficult to find a solution to this cloud conundrum that isn’t going to turn your entire business upside down. And you haven’t made the move. Neither have a majority of Avaya shops.

Well, good. So you’re not the only one who’s behind the curve. That’s reassuring, right?

Right. But, you’re still behind the curve.

Powerful brands have prioritized the contact center. These businesses have not only saved a ton of money in operational and maintenance costs, but they’ve also given themselves the ability to harness consumer-demanded technology like Omnichannel and AI. These brands have the teams and analysts whose entire job is focused on anticipating what will drive their businesses in the coming years. If these teams have come to the conclusion that their contact center needs to be in the cloud, that they need access to tech that will power the future of consumer interaction, that they need the agility of a true, multitenant cloud solution that leverages their existing Anaya investments and workforce familiarity, if they know all this after countless hours and days of research and testing, they might just know what they’re talking about.

Here’s the bottom line: Only 23% of contact centers surveyed by dimension data are planning on retaining their technology on-premise. Over 60% want to move to the cloud, over 60% are planning on moving to the cloud.

You’ve been planning long enough, what’s next?