GoResponse Telephone Answering Service Staff

Call centres utilising more hybrid cloud technology

Cloud computingNew figures have shown that call centres are reporting a positive impact on business from hybrid cloud technologies. In the latest Global Contact Centre Benchmarking Report from Dimension Data, 88 per cent of respondents said that using a hybrid system in their telephone answering services centre enabled them to access new functionalities that benefit the firm.

When Dimension Data conducted its 19th annual report, it questioned representatives from 1,320 organisations across 81 countries and 14 industries. Many have positive things to say about hybrid cloud systems, with 84 per cent revealing that their speed-to-market and agility have been improved by such technologies. Meanwhile, 87 per cent said they have been able to access an integrated and single customer contact channel as a result.

The Principal Director of Customer Experience and Collaboration at Dimension Data, Rob Allman, said: “The digital revolution has created a new reality in which traditional technology approaches can no longer support the business needs for customer experience. Cloud provides organisations with opportunities that enable systems and features with greater speed.”

Other findings from the report showed that 67 per cent of respondents who already use the cloud think that hybrid options provide improved security. Meanwhile, 84 per cent say it has reduced their operating costs.

Talking about the data, Mr Allman continued by explaining: “Our research reveals that one in five organisations (21%) are already leveraging the benefits of cloud, with 61% planning to locate their technology in some form of cloud: 30% are leaning towards hybrid cloud; 23% towards private cloud; and 8% considering a shared/public model.”

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