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The call center appears poised for a major shift toward cloud-based VoIP solutions, according to CMSWire.
While 95 percent of call centers currently stick with on-premises solutions, nearly 13 percent will shift toward cloud-based Software-as-a-Service (SaaS) solutions.
One major reason is that a number of call centers are reaching the time where they will have to replace their aging equipment. Some of them will find that it will be easier for them to adopt SaaS solutions rather than upgrade their legacy hardware and software.
Another possible reason to upgrade the article mentions is the adoption of customer relationship management (CRM) software. Since CRM applications have to be centrally managed in order to keep track of everything a company is doing and that call centers are an important part of many companies, it makes sense to move a company’s phone systems to the cloud as well. Read More
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