Contact Center Economics and the Cloud

A few years ago, many businesses were still unsure of the viability of moving their contact centers and other critical enterprise systems to the cloud. With the decrease of cloud costs since then, and the corresponding increase in security, flexibility and regulatory compliance of hosting platforms, the viability and total cost of ownership (TCO) of cloud deployments are attracting more businesses, regardless of size, geography, or technology footprint. Many companies still choose to go on premises, however, because of their perception of issues around control, legacy integration, or business culture. Nevertheless, reports from the latest Ovum research indicate that the more applications and functions your company includes with your core routing, the more long-term (from three to five years) cost benefits you’ll derive from hosted systems in the cloud than you would from maintaining your systems on-premises.