Magazine article CRM Magazine

Exploring the Role of Cloud-Based Contact Center Solutions: Adoption Is Growing, but Concerns Remain

Magazine article CRM Magazine

Exploring the Role of Cloud-Based Contact Center Solutions: Adoption Is Growing, but Concerns Remain

Article excerpt

DMG CONSULTING conducted a worldwide benchmark study regarding cloud-based applications, channels, and satisfaction in Q3 2013. This study of 169 enterprise, contact center, IT, operations, and sales and marketing executives, managers, and leaders in organizations of all sizes found that 62 percent of the respondents' organizations were already using one or more cloud-based contact center systems or applications. Moreover, nearly 46 percent of the responding companies not yet using a cloud-based contact center solution planned to do so in the next 18 months.


Contact centers were slow to get on board with cloud-based solutions, but the pace of adoption has picked up dramatically. The accompanying graph is just a small part of one (which appears in its entirety on that shows the many different contact center applications being used in the cloud. Sixty percent of the benchmark study respondents are using cloud-based automatic call distributors, and more than 32 percent are using cloud-based dialers. Greater than half (52 percent) of the respondents are using cloud-based recorders, which aligns with market direction, where users of cloud-based contact center infrastructure typically utilize recording solutions provided by these vendors. Nearly 39 percent of the respondents are using CRM solutions in the cloud and almost 36 percent are using a cloud-based Web chat solution. Only 20 percent of respondents said that they were using a cloud-based workforce management (WFM) solution.

There are many takeaways from these findings, but an obvious one is that enterprises are increasingly using a hybrid approach, combining both on-premises and cloud-based solutions. DMG believes that this is the future direction for the contact center technology market, although we are already seeing companies asking their cloud-based infrastructure vendors to broaden their suites by providing more of the traditional add-on modules, such as WFM, quality assurance, surveying, and more.


Adoption of cloud-based contact center systems and applications is growing, but there are still many concerns from users and companies considering these solutions. Security continues to make companies uneasy, as noted by 48 percent of the respondents. …

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