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Cloud Call Center Market is Booming

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Vocalcom leads in GetApp’s Q1 2016 ranking of contact center software providers

The market for cloud-based contact center solutions continues to expand rapidly, as vendors add more features to their platforms and establish a proven record of reliability and uptime.

In its 2015-2016 Cloud-Based Contact Center Infrastructure Market Report, DMG Consulting says the total number of cloud contact center seats grew 49.9%, from 1,302,788 to 1,953,249 between 2014 and 2015. And a report from the research group MarketsandMarkets has placed a dollar amount on the projected growth of the market: from $4.68 billion in 2015 to $14.71 billion by 2020, a compound annual growth rate of 25.7%

In a typical cloud-based deployment, the contact center software platform is hosted remotely by the vendor, and businesses and organizations pay to use the service by subscription. It differs from the traditional contact center model, where businesses set up their own physical infrastructure and data center at a site that they own.

Organizations of all sizes, as well outsourcing providers, are adopting cloud-based contact centers, attracted by a number of benefits. They include low start-up costs, rapid scalability and a wide choice of solutions, and support from scores of vendors.

Reliability also is a key driver of cloud call center growth, said Donna Fluss, President of DMG Consulting.

“Now that the reliability of some of the platforms has improved to the 99.999% level, and the cloud solutions are more dependable than many on-premise systems, companies in most verticals, including financial services, are adopting them,” Fluss said. “Cloud-based contact center solutions are no longer just for small organizations. These solutions are increasingly being used by larger organizations looking for flexibility and agility.”

According to DMG, there are more than 150 cloud-based contact center infrastructure vendors competing in the market. To help buyers sort through the vast number of choices, cloud-based business apps marketplace GetApp has provided quarterly rankings of the top contact center software applications. In its Q1 2016 “GetRank” evaluation of 25 top vendors, GetApp ranked Vocalcom’s Virtual Contact Center No. 1, a designation it has held for four consecutive quarters.

GetApp bases its rankings on user reviews, integrations, mobile app availability, media presence, and security. Following Vocalcom in the Top 5 are TalkDesk, Avaya Aura, 3CLogic, and MightyCall.

To help buyers sort through the vast number of choices, cloud-based business apps marketplace GetApp has provided quarterly rankings of the top contact center software applications.

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