Welcome!

Microsoft Cloud Authors: Andreas Grabner, Nick Basinger, Kevin Benedict, Pat Romanski, Liz McMillan

Blog Feed Post

Cloud Contact Centres Become A Reality For 2013

Slough, UK: Monday 12 August 2013 - The '2013 Cloud Contact Centre Survey' conducted by Call Centre, in association with Interactive Intelligence, reveals an increasing number of UK contact centres have started a cloud implementation process in a bid to migrate their services.

The research, which looks to better understand the use of cloud technology within contact centres, shows that 78% of those polled have moved into the implementation phase. A further number of respondents (41%) have either already chosen their cloud provider or are currently exploring options and deploying pilots, while 36% are taking steps to learn more about the cloud.

The results reinforce the findings from Interactive Intelligence's 2012 research, which predicted 2013 would be the year of the cloud for UK contact centres. Carried out in December 2012, the survey revealed 73% of contact centres already operate in the cloud, were actively looking or would like to move their operations to the cloud.

Dave Paulding, Regional Sales Director UK, Middle East & Africa, Interactive Intelligence, says: "The most recent UBM survey carried out in April of this year, shows almost eight out of 10 contact centres have now moved into a cloud implementation phase. It is a very strong figure, demonstrating the ever-increasing attraction of cloud contact centre technology.

"We wanted to use this survey to delve a little deeper and find out directly from UK contact centres what the key drivers are for cloud adoption, what they think the impact will be and to understand any areas that may require additional support."

The 130 respondents surveyed cited technical and functional factors as the key elements driving adoption of cloud in contact centres. When rating the importance in each category a high proportion (47%) stated that speed of solution and other functional capabilities were 'very important', whereas slightly less (45%) said technical factors such as flexibility, scalability, simplicity and security were 'very important' to their contact centre.

When asked opinions on how cloud adoption will impact their contact centre, an almost equal number said the biggest areas would be reduced costs (60%) and improvement to their customer service offering (60%). Just 13% said it would have no significant impact.

When asked to rate what skills are necessary to make a buyer's choice, those surveyed highlighted assessing and understanding cloud risks as the most essential (40 out of 130 respondents). The area requiring additional consultation and business support to help inform a decision was IT issues (41%) including security, integration and management.

Paulding concluded: "The results demonstrate how perceptions surrounding cloud solutions have changed and, for many of the UK's contact centres, it is not a case of 'if' but 'when'. Our company is the number one choice for cloud based communications in the contact centre and we will continue to offer every support to those businesses looking to migrate their services to the cloud."

Other key findings include:

  • When asked which part of the business is most interested in adopting cloud, the highest proportion was in IT (56%), followed by sales and marketing departments (26%)

  • When consulting about cloud solutions, the highest percentage of contact centres (58%) look to vendors to help inform their decision

For information about Interactive Intelligence's solutions visit www.inin.com or contact [email protected].

-ends-

Notes to Editors

About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact center automation, unified communications, and business process automation software and services. The company's unified IP business communications solutions, which can be deployed on-premises or via the cloud, are ideal for industries such as financial services, insurance, outsourcers, collections, and utilities. Interactive Intelligence was founded in 1994 and has more than 5,000 customers worldwide. The company is among Forbes Magazine's 2011 Best Small Companies in America and Software Magazine's 2012 Top 500 Global Software and Service Providers. It employs approximately 1,400 people and is headquartered in Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or [email protected]; on the Net: www.inin.com.

About Call Centre
Call Centre, the UK's most trusted resource for contact centre and customer service professionals, is a thriving community that draws on expert advice and best practise from leading professionals within the customer service industry. It is the UK's longest serving website for the contact centre community and successor to Call Centre Focus and Customer Strategy Magazines. Call Centre is an essential resource for running a modern contact centre, covering all business information needs, including: expert analysis and opinion from the community, whitepaper reports to download, webinars and online education, job listings and career opportunities.

Press Information

Melissa Cowdry
Interactive Intelligence
+44 (0) 1753 418821
Email: [email protected]

Leila Hrycyszyn
The Whiteoaks Consultancy
+44 (0) 1252 727313
Email: [email protected]

###

Source: RealWire

Read the original blog entry...

More Stories By RealWire News Distribution

RealWire is a global news release distribution service specialising in the online media. The RealWire approach focuses on delivering relevant content to the receivers of our client's news releases. As we know that it is only through delivering relevance, that influence can ever be achieved.

IoT & Smart Cities Stories
Today's workforce is trading their cubicles and corporate desktops in favor of an any-location, any-device work style. And as digital natives make up more and more of the modern workforce, the appetite for user-friendly, cloud-based services grows. The center of work is shifting to the user and to the cloud. But managing a proliferation of SaaS, web, and mobile apps running on any number of clouds and devices is unwieldy and increases security risks. Steve Wilson, Citrix Vice President of Cloud,...
Artificial intelligence, machine learning, neural networks. We're in the midst of a wave of excitement around AI such as hasn't been seen for a few decades. But those previous periods of inflated expectations led to troughs of disappointment. This time is (mostly) different. Applications of AI such as predictive analytics are already decreasing costs and improving reliability of industrial machinery. Pattern recognition can equal or exceed the ability of human experts in some domains. It's devel...
The term "digital transformation" (DX) is being used by everyone for just about any company initiative that involves technology, the web, ecommerce, software, or even customer experience. While the term has certainly turned into a buzzword with a lot of hype, the transition to a more connected, digital world is real and comes with real challenges. In his opening keynote, Four Essentials To Become DX Hero Status Now, Jonathan Hoppe, Co-Founder and CTO of Total Uptime Technologies, shared that ...
The Japan External Trade Organization (JETRO) is a non-profit organization that provides business support services to companies expanding to Japan. With the support of JETRO's dedicated staff, clients can incorporate their business; receive visa, immigration, and HR support; find dedicated office space; identify local government subsidies; get tailored market studies; and more.
As you know, enterprise IT conversation over the past year have often centered upon the open-source Kubernetes container orchestration system. In fact, Kubernetes has emerged as the key technology -- and even primary platform -- of cloud migrations for a wide variety of organizations. Kubernetes is critical to forward-looking enterprises that continue to push their IT infrastructures toward maximum functionality, scalability, and flexibility. As they do so, IT professionals are also embr...
At CloudEXPO Silicon Valley, June 24-26, 2019, Digital Transformation (DX) is a major focus with expanded DevOpsSUMMIT and FinTechEXPO programs within the DXWorldEXPO agenda. Successful transformation requires a laser focus on being data-driven and on using all the tools available that enable transformation if they plan to survive over the long term. A total of 88% of Fortune 500 companies from a generation ago are now out of business. Only 12% still survive. Similar percentages are found throug...
As the fourth industrial revolution continues to march forward, key questions remain related to the protection of software, cloud, AI, and automation intellectual property. Recent developments in Supreme Court and lower court case law will be reviewed to explain the intricacies of what inventions are eligible for patent protection, how copyright law may be used to protect application programming interfaces (APIs), and the extent to which trademark and trade secret law may have expanded relev...
When Enterprises started adopting Hadoop-based Big Data environments over the last ten years, they were mainly on-premise deployments. Organizations would spin up and manage large Hadoop clusters, where they would funnel exabytes or petabytes of unstructured data.However, over the last few years the economics of maintaining this enormous infrastructure compared with the elastic scalability of viable cloud options has changed this equation. The growth of cloud storage, cloud-managed big data e...
Your applications have evolved, your computing needs are changing, and your servers have become more and more dense. But your data center hasn't changed so you can't get the benefits of cheaper, better, smaller, faster... until now. Colovore is Silicon Valley's premier provider of high-density colocation solutions that are a perfect fit for companies operating modern, high-performance hardware. No other Bay Area colo provider can match our density, operating efficiency, and ease of scalability.
At CloudEXPO Silicon Valley, June 24-26, 2019, Digital Transformation (DX) is a major focus with expanded DevOpsSUMMIT and FinTechEXPO programs within the DXWorldEXPO agenda. Successful transformation requires a laser focus on being data-driven and on using all the tools available that enable transformation if they plan to survive over the long term. A total of 88% of Fortune 500 companies from a generation ago are now out of business. Only 12% still survive. Similar percentages are found throug...