A new point has become rather clear in business circles, according to a report from Voxbone, provider of cloud communications and international inbound session initiation protocol (SIP) trunks. Specifically, that point involves the rise of the cloud contact center, and how this new technology is both offering new opportunity and new issues for businesses to address.
The Voxbone (News - Alert) report suggests that cloud contact center providers have seen a 14 percent increase in call volume, measured in total minutes, over the course of the last six months. That alone would be telling, but when it's considered in the light of a recent report from IDC (News - Alert) Research, which noted that spending on cloud contact centers was set to rise, it only makes sense. IDC Research's figures saw spending set to rise from $733.3 million in 2013 to $1.6 billion in 2018.
Clearly, these are major increases, but what's driving this new level of interest? One of the biggest points is that cloud contact center providers aren't bound by the limits normally associated with a national phone network owing to the differences in communication pathway used. This draws the interest of multinational corporations eager to consolidate operations with just one hosting provider. When more users arrive, by extension, more minutes are used as well, explaining both of the points recently seen by the research. More concretely, this is a phenomenon currently being witnessed by a cloud-based communications provider known as CorvisaCloud, LLC. CorvisaCloud offers contact center services in over 50 different countries, and recently turned to Voxbone for inbound SIP trunks to help cover the load. Meanwhile, as Voxbone offers number portability in 40 countries, it can address many of the same markets that CorvisaCloud does, and in turn, draws more interest.
CorvisaCloud's president and CIO, Matt Lautz, offered some further comment on why the choice was made to go with Voxbone for service, saying, “It’s important that we’re able to effectively support our customers when they’re undergoing international expansions. Voxbone shares our focus on quality and simplifying the way cloud communications are delivered. That, in addition to its coverage and flat-rate billing structure makes it a natural fit for us.”
Essentially, what this all reveals is that the cloud contact center option is drawing a lot more interest thanks to increased overall quality and simplicity, which means greater flexibility. Greater flexibility allows businesses, commonly, to take better advantage of upturns in business as well as better weather downturns, and bringing in cloud contact center technology can provide a better chance at improving flexibility in operations. Better yet, there's even a chance at improving overall expenses, as a cloud-based system is more of a fixed expense than a potentially huge expense at any time. Since the equipment required to operate such a system is under someone else's control, that same someone else needs to do the maintenance and upkeep required to keep said hardware running to its peak. That's an expense that the business using a cloud-based operation doesn't have to incur, and that means resources can be used elsewhere.
Will cloud contact centers reach the levels projected by firms like Voxbone and IDC research? Only time will tell if that's ultimately the case, but as companies seek greater flexibility and better use of resources, it may well be that Voxbone will have a lot more business awaiting in the coming years.