May 23, 2018

Cloud Contact Center Space Set to Skyrocket

The cloud was once considered questionable, today however this transformative technology is driving change across all points of the enterprise – from the contact center and customer service, all the way up to the c-suite. The cloud-based contact center space alone is expected to jump from a $6.8 billion in 2017 to nearly $21 billion by 2022.

When looking at why to migrate to a cloud-based approach, the laundry list is quite lengthy. Aside from dramatically improving communication; predictable pay as you go Opex models; simplified and reduced IT infrastructure, resources, staffing and expenses; a future-proof deployment; added agility and most importantly, freeing up team members to focus on mission critical projects.

When turning to a single source for the cloud, a contact center receives a fully integrated cloud communications and connectivity package. Take Fusion’s Contact360 solution as an example. Top to bottom, an organization can bask in the benefits of a fully integrated environment joining voice, desktop, data, web and mobile technologies.    

Taking this a step further from a user perspective, the feature-rich solution is accessed via a uniform interface presenting multiple technologies in one place. From an IT perspective, maintenance, reporting and administrative tasks share an environment.

One shouldn’t consider Contact360 a standard cloud contact center solution. With its robust feature set including: seamless database integration, automated call-back, automated outbound calling, real time adjustments, enhanced routing in addition to secure, flexible screen pops built into the solution capable of pulling from any open database.

Contact centers with an on premise solution in place see new options with a cloud-based contact center solution. Flexibility in integration and deployment deliver the ability to mold to an organization’s requirements.

The cloud is not a passing fad. This phenomenon is ushering in a new era for the contact center, communications and beyond.

Are your communications in the cloud?

Edited by Maurice Nagle



Product Sheet
Contact360: Fusion's powerful Contact360 provides an enterprise-class cloud contact center solution for businesses of every size and requirement.

The ROI of a Cloud Cloud Communications Solution: Contact centers are going through a period of explosive change with respect to the technologies they employ.