Contact centres rapidly moving to the cloud to deliver powerful customer experiences
New report reveals cloud is gaining momentum due to flexibility and ROI
LONDON – According to DMG Consulting LLC’s 2013 – 2014 Cloud-Based Contact Center Infrastructure Market Report, “based on a growth rate of 32.5% in 2012, it’s clear that end users in contact centers of all sizes are rapidly moving from simply being interested in cloud-based contact center infrastructure solutions to making investments”.
Donna Fluss, President of DMG Consulting LLC, comments, “Public and private institutions around the world are finding the value and benefits of cloud-based contact centre systems and applications highly compelling. While it took contact centres close to 15 years to get comfortable with cloud-based solutions, managers are now on board, won over by the flexibility and benefits that they are realising now that they are free to manage their business instead of hardware and software”.
NewVoiceMedia’s true cloud contact centre solutions integrate seamlessly with Salesforce, enabling businesses of all sizes to deliver a personalised and unique customer experience and drive a more effective sales and marketing team. The technology ensures complete flexibility and scalability, enabling new functionality and consultants to be added in minutes. Furthermore, agents can log into the same system wherever they are, as all they need is a phone and internet connection, meaning they can work from multiple locations.
Jonathan Gale, CEO of NewVoiceMedia, comments: “The contact centre industry is in an incredibly exciting phase as it rapidly adopts cloud technologies and we pride ourselves on the dedication and innovation it has taken to develop our market-leading true cloud solutions. Our technology is instantly deployable and provides unique and patented routing capabilities, enabling businesses to deliver a personalised and unique customer experience, quickly and securely”.
DMG 2013 – 2014 Cloud Based Contact Center Infrastructure Market Report.
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