As local networks improve and become more affordable, South African businesses are following the international trend of moving to the cloud.
So says Bruce von Maltitz, MD of 1Stream, who notes it is becoming more viable and attractive to businesses of all sizes to move contact centres to the cloud.
According to a Research and Markets report, cloud-based contact centre seats will grow by 20% in 2015, 18% in 2016 and 2017, and 16% in 2018.
The report reveals there has never been a better time to consider the cloud - with the cloud-based contact centre infrastructure market more active than ever.
It points out cloud-based contact centres are independent of location, hardware, software and agent location. The benefits of this absolute independence include callers never receiving the dreaded engaged tone.
Location independence gives agents and administrators the freedom to log-in from any location. All that is required is a phone line (PSTN, SIP or mobile) and an Internet connection.
"As the cost of smartphones and tablets continues to fall, and with more consumers having access to the Internet and social media via these devices in 2015, contact centres will need to ensure they are positioned to support customers through all of these channels," says Von Maltitz.
Furthermore, as Internet access improves and people can afford better connectivity at home, it is likely agents will begin to work remotely, says Von Maltitz. This not only makes life easier for agents, but can reduce costs for the contact centre, he adds.
Given most people's time on mobile devices is spent on mobile games, Von Maltitz believes in 2015 most contact centres will leverage game dynamics to guide agents' behaviour and boost motivation and performance.
For example, agents could advance to higher levels by completing a certain number of training modules, resolving calls within a set time, or even just by taking the time to share their knowledge with junior members of the team, he adds.
Von Maltitz says the enforcement of Protection of Personal Information Act and Payment Card Industry will continue to drive the industry to focus on security and data protection in 2015.
Contact centres and their suppliers need to show they take the security of personal information seriously, he concludes.
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