Compound annual growth rate for cloud contact centers predicted to continue at over 21%

The last few years have seen an explosion in the use of cloud-based solutions in contact centers and there is no end in sight. While much of the growth to date has been for the routing of interactions - primarily voice - this study projects that future growth will include all contact center applications areas, e.g., voice self-service, analytics, and workforce optimization, including quality management.

But why is cloud the next best thing? The benefits of cloud-based deployment of not just infrastructure but platforms and applications are well established. The ability to upgrade without the need for a typically overwhelming capital outlay is often cited as a key driver, but business agility has emerged as an even bigger goal in the past two years.

Avoidance of capital expense and agility are broadly-defined benefits. This paper discusses some of the very specific challenges that can be met and benefits that are derived through the deployment of cloud-based applications for contact center quality management.

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