The powerful benefits of cloud architectures–more flexible capacity adjustment, more cost-effective support of remote agents and faster access to advanced features—have resulted in high growth rates in the cloud contact center market. Market revenue in North America for hosted/cloud contact center solutions surpassed on-premises product revenue in 2012, and is expected to grow at a compound annual growth rate (CAGR) of 9.7 percent from 2016 to 2021.
Many businesses moving their communications, customer care and other software workloads to the cloud look for providers that can offer a one-stop shop for a broader scope of their needs. An integrated set of cloud communications and contact center solutions from a single provider delivers operational efficiencies and helps ensure greater usability. More specifically, businesses can reduce vendor management costs, ensure tighter interoperability and integration among different tools, and better synchronize technology upgrade cycles.

An upcoming Frost & Sullivan study also finds that deploying UC technologies in contact center environments enables greater collaboration among agents and solution experts among the broader workforce. Empowering the entire organization to participate in customer care can deliver superior customer service and facilitate organizational agility.