Key 5 Advantages of Cloud Contact Center

The market of cloud contact center in Australia appears in optimistic course as a number of organizations are rapidly shifting from on-premises solutions to cloud solutions. The cloud contact center model is taking central stage for large corporations as well as Small and Medium Businesses (SMBs) in Australia because it offers various advantages.

Cost Savings and Access to New Capabilities

With the adoption of cloud center, there is a shift from capital expenditure to operating expenditure. Organizations that are deploying on-premises solutions invest heavily in hardware, software, its maintenance and so on amounting to hundreds of thousands of dollars for large businesses. Whereas, the investment in cloud contact center makes the pay-per-use model more cost effective, especially for SMBs that aim to access next-generation technologies.

Scalability and Flexibility

For contact centers that need agents at certain times of the year or season, the cloud model allows agents to be added and reduced easily, providing greater flexibility. Changes can be made easily via web-based interfaces at no additional cost to the company. The spike in demand allows for planning of resources effectively.

Increased Security

While many organizations remain cautious about data security issues associated with cloud storage, the introduction of regulations such as the Australian Breach Notification Act and the European Union’s General Data Protection Regulation (GDPR) ensure strict oversight on how customer data is stored and handled. Under the new data privacy and security landscape, cloud contact center vendors have to undergo stringent certifications and comply with strict regulations on how they manage customer data, especially for healthcare, government, and financial services organizations.

Business Continuity and Disaster Recovery

Traditional contact centers are not equipped to handle sudden outages. Natural disasters such as flood, fire or earthquake could disrupt calls coming into the contact center hence possibly eliminate historical data and call recordings. The ability to back up data in the public cloud or via the provision of multiple frameworks to ensure access to data almost immediately is an attractive value proposition for companies.

Rapid Deployment Time: The time taken to set up a contact center is another driver for organizations looking to deploy a cloud contact center solution. Various platforms offering cloud solutions set up the system so quick that agents can being taking calls within a minute.

In sum, these promising features of cloud contact solutions are the prominent reasons behind the shift towards cloud contact center. Australia remains one of the most advanced markets for cloud solution and it is expected to witness nearly three-fold growth – reaching more than US $67 million by 2022 from the estimated market of US $22.5 million in 2017.


Audrey William is a Senior Fellow and Head of Research of ICT Practice at Frost & Sullivan. She is based in Australia and can be reached at awilliam@frost.com

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