GoResponse Telephone Answering Service Staff

Cloud usage grows by 67 per cent

It has been known for some time that the use of cloud-based solutions in the call centre environment has been increasing. Now, Interactive Intelligence reports there has been growth of 67 per cent for their firm alone, with its Communications as a Service (CaaS) model topping 20,000 seats.

For telephone answering services, it is increasingly important to ensure that business processes are working to their best efficiency so that good customer care can be provided. Often, moving to the cloud provides a way to do this, with a lot of call centres making use of cloud applications. Interactive Intelligence saw cloud-based orders rise by 87 per cent during 2013 compared to 2012.

The company’s founder and chief executive, Dr. Donald E. Brown, said: “It’s been fascinating to watch the drivers of our cloud growth change over the last few years. In 2010, most of our customers were citing lower up-front capital requirements as the main reason they opted for a move to the cloud. Today, many more are primarily choosing the cloud because of the added flexibility it gives their business.”

With CaaS, call centres are able to utilise a variety of unified communications tools that can be automated, regardless of the size of the business. By taking the manual aspects of many processes away, time and money can be freed up for other priorities. As the market moves forward, it is likely that cloud-based solutions will become even more dominant.

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