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The Growing Market for Cloud-Based Contact Center Services

Businesses are increasingly taking advantage of cloud-based contact center services to raise the bar for customer service — while also reaping attractive cost savings and greater revenue. As Gartner notes, the cloud-based contact center market is rapidly maturing as businesses capitalize on cloud contact centers' ability to integrate with customer relationship management (CRM) and workforce optimization platforms. While the cloud contact center market accounted for just $5.43 billion in revenue last year, it will expand to $15.67 billion by 2021, according to MarketsandMarkets. Here's why more and more businesses are choosing the cloud for their contact center.

An employee providing contact center services over the phone.
Businesses are increasingly adopting cloud contact center services to deliver a superior customer experience.

Contact Center Services Deliver Valuable Efficiencies

Cloud-based contact center services offer businesses several appealing advantages. For starters, they typically allow for a faster and more flexible deployment compared to their traditional, on-premises cousins. Some businesses find the scalable licensing model especially handy for managing seasonal staffing needs and rapidly staffing up operations on short notice. In a cloud scenario, they can do so with leaner, more predictable operational expenditures instead of hefty upfront capital investments.

Meanwhile, a cloud platform can also help with compliance management, easing an otherwise burdensome obligation. All these benefits allow businesses to be more nimble and responsive to changing market conditions, which has become an imperative in today's competitive environment.

These efficiencies are compelling to many companies, but they're just the tip of the iceberg when it comes to what cloud-based contact centers make possible. Cloud contact centers provide convenient remote and mobile access as well, enabling the business to deliver customer service from any location — even in inclement weather — by allowing representatives to field inquiries from home, a remote office, or while in transit.

And thanks to the streamlined administration that a cloud-based solution offers, organizations can focus on developing an even better experience for customers. Businesses can leverage cloud contact centers to boost the bottom line, increasing revenue by improving customer satisfaction.

Improve Brand Loyalty with Superior Service

Company culture and talent management are critical to the contact center in this customer-first digital age. After all, customer interactions reflect directly on the company brand — positively or negatively — which influences customer loyalty over the long term. As businesses have noticed, cloud-based contact centers offer appealing benefits when it comes to ensuring the company remains positively associated in the minds of its customers.

Cloud-based contact centers can help businesses develop a culture of excellence, streamline the processes of training and supporting managers, and even retain valuable front-line agents who deliver an exceptional customer experience. Supervisor dashboards make it easy for managers to train and monitor staff, allowing them to listen or join in on customer calls as needed and continually monitor employee performance. Meanwhile, service organizations can leverage real-time metrics and historical data to make better business decisions.

Cloud-based contact centers can extend ROI even further through integrations with a wide range of business platforms.

Although it's tempting to think of cloud contact centers simply as software solutions, they're more than just tools — they come with a wealth of specialized knowledge. When partnering with a vendor that has deep experience with contact centers, a business can confidently launch a contact center that improves the customer experience, makes agents' tasks easier to manage, and delivers the personalized treatment that customers expect today.

The Dynamic, Versatile Contact Center

Cloud-based contact centers, while already delivering an advantageous ROI, can further prove their value through integrations with a wide range of business platforms. For example, omnichannel contact center availability allows customers to engage with businesses using the channels they prefer, enjoying a consistent experience whether they come in through social media, chat, video, telephone, or another touch point. CRM integration allows businesses to obtain a complete view of customers, which is fundamentally important for understanding them and delivering the services they seek.

Cloud-based contact centers also help companies further improve their customer service through powerful data insights. Performance analytics enable businesses to continually optimize their services, while skills-based routing ensures customers reach the representatives that are most qualified to handle their issues. Workforce optimization simplifies agent scheduling and quality management, maximizing the contact center's workflow. Gamification empowers customer representatives to strive for new heights in customer service excellence and feel plugged into the life of the company by engaging in friendly competition with one another.

Every business today is keenly aware it must make customer service a priority, which is why it's no surprise cloud contact centers are seeing increased adoption. If your company is looking to provide a higher quality of customer service, operate more efficiently, capitalize on business software integration, and build flexibility for the future, a cloud-based solution for the contact center provides an excellent way to achieve all these goals.

Contact Vonage Business to learn more about how a cloud-based contact center can benefit your company.

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