GoResponse Telephone Answering Service Staff

Call centres increasingly trusting cloud computing

smiling business people with gadgets in officeNew research shows that the number of call centres that are placing their trust in cloud computing is on the rise. Even though many firms have been sceptical about cloud features such as security and access, this modern business environment is being used by an increasing number of telephone answering services to conduct day-to-day operations.

A recent study by Intel showed that both the positive perception and the level of trust in cloud computing are rising. Those who trust the cloud have now surpassed those who do not by a two-to-one margin. In addition, the study discovered that many companies now place so much trust in this modern technology that they are happy to entrust their most sensitive data to the cloud. For example, 62 per cent of respondents happily upload and store personal consumer information. This is highly beneficial because call centres can access a 360-degree view of their customers quickly and efficiently, thereby boosting the consumer experience.

Intel Security’s Chief Technology Officer for Europe, the Middle East and Asia, Raj Samani, said: “The desire to move quickly toward cloud computing appears to be on the agenda for most organisations. This year, the average time before respondents thought their IT budgets would be 80 per cent cloud-based was 15 months, indicating that cloud first for many companies is progressing and remains the objective.”

Even though 90 per cent of companies now use the cloud, there are still many hurdles to tackle. A lack of cybersecurity skills remains problematic for almost half of professionals, whilst 52 per cent say that malware has been tracked from the cloud. This means there is still some way to go before full cloud adoption can occur.

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