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A Glowing Forecast for Cloud Based Contact Centers

Posted: by: Chuck Ciarlo

Global cloud-based contact centers were a $4.6 billion dollar market in 2015. What does the future hold? According to a study released by ReportLinker, that market will grow to a remarkable $14.7 billion by 2020. 

Surprising? Not really. Contact centers of all sizes and types are recognizing the benefits of the cloud delivery model, which is reflected in the growing adoption rates. No other solution offers a way to modernize technology while lowering costs at the same time. 

Today, software-based technology is still more prominent in the contact center industry. But the ReportLinker study suggests those days may be numbered. Let’s take a closer look at the differences between a cloud-based delivery model, and one that requires on-premises hardware and software installation. 


With a cloud model, set up can be completed in days, with secure access available to agents and managers in the call center and at remote locations. With a traditional hardware/software system, complete installation and configuration can take several weeks, if not months, which will add additional costs and inconvenience to the conversion process. 

Upfront and Operating Costs

Here the cloud model has a clear advantage, as users pay only a low monthly subscription fee with no upfront investment. Depending on the system, an on-premise solution could run $100,000 or more. Likewise, ongoing operating costs are higher given the need for back-ups, maintenance, upgrades and hardware replacement. 


With a server, you can only expand your capabilities so much before another investment is required. The cloud platform allows for maximum scalability. 


When it’s time to upgrade the software, it can be delivered automatically with a cloud model at no additional cost. When a manual software upgrade is necessary, the cost can be prohibitive enough to be put off, which reduces a call center’s ability to operate at maximum efficiency. 


Usability is a priority with most cloud-based solutions, so call center agents and managers can get started more quickly. Traditional solutions tend to be more complex.  

Isn’t it time you considered making the switch?

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