Friday, June 22, 2012
Cloud computing is the new craze in the IT world, and new reports state the technology's presence will increase in contact centers in the coming years.
According to Gartner research, 75 percent of all call centers will incorporate cloud technology in their operations by 2013.
The implementation of cloud computing in contact centers will reduce office costs and provide additional services that could create new revenue streams, according to Computer Weekly.
A separate survey by Accenture found that 40 percent of high performing BPO relationships consider technology provided by the service company to be important, compared to 27 percent of typical performing relationships.
"Effective technologies and architectures contribute to cost reductions and more efficient operations by streamlining the systems environment and reducing the number of systems involved, often standardizing the technology environment on a unified, centralized platform," said Anoop Sagoo, products industry BPO lead at Accenture.
Cloud computing and other technologies will provide benefits for both the customer and provider. Additional services are created for the customers, while new revenue opportunities are presented to the provider.