Organisations moving from traditional on-premise systems to cloud-based or hosted solutions are being driven to do so by the need for flexibility, to lower costs, avoid large capital expenditures, as well as ease of deployment.
This is true particularly in smaller enterprises, as this model enables access to advanced technologies, which these organisations would otherwise not have been able to afford, according to Ishe Zingoni, Frost & Sullivan's ICT industry analyst.
Zingoni adds that as bandwidth costs come down in SA, cloud services will become progressively cheaper, and competitive, small contact centre deployments will emerge.
“Hosted contact centre systems 'democratise' technology, everyone can afford and access it, and therefore, everyone can compete, regardless of size,” he says.
When asked about how organisations would adopt cloud solutions, Zingoni said it's likely that a 'piecemeal' integration would first occur, followed by a full suite later.
The main issues with cloud relates to concerns over security and a perceived lack of control, Zingoni says.
Zingoni is a speaker at the ITWeb Virtualisation and Cloud Summit, where he will highlight the benefits of moving contact centres into the cloud. For more information about the event, click here.
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