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Enterprise Priorities in North America

Cloud Contact Center Solutions

  • Research Code : NCCD-01-00-00-00
  • SKU : IT00696-NA-CR_01927
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  • Release Date : 23-Jun-2014
  • Region : North America
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The main objective of this research service was to investigate the current use and future adaptation of cloud solutions in North American contact centers. Currently, about 50% of the contact centers in North America use hosted or cloud solutions, and that percentage is expected to reach more than 90% by 2016. Although small and medium contact centers were the early adopters of cloud solutions, large companies have now taken the lead. Regardless of the size or type of company, the main drivers of the move to the cloud are the reduction of the total cost of ownership of IT, rapid deployment times, and flexible scalability. In effect, half of the surveyed solutions are expected to have 50% or higher market penetration rates by 2016.

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