There are 14 million call centre seats globally attracting a total spend per annum of £500bn. Some £5-£10bn of this is spent on technology purchases which have traditionally been built around on-site technology.
That is all changing, as companies start to acquire technology to drive their call centres through the cloud rather than via on-premise equipment. In fact growth in this sector comes from cloud vendors which are driving 22% CAGR (Source: Gartner). Why? The answer is clear; Cloud delivers a better user experience for both the agents and the customer; it does this for no capital investment, quicker and more flexibly; and with greater levels of security, availability and continuity.
Customer interest and financial investment are creating something of a frenzy in the cloud as Maija Palmer noted in her FT article last week.I believe that technologies that allow companies to be more efficient, flexible and responsive to customers will continue to attract investment and create disruption in legacy markets.