Call Centre Tech Migrations

Mike Palmer at Spearline explains how analysts predict that cloud-hosted Contact Center as a Service (CCaaS) will become the dominant adoption model, exceeding 50% in 2022.

In fact, estimates indicate that 57% have already migrated their CRM systems to the cloud, or are in process of doing so today. Call centre cloud migration features in many 2022 business plans.

Inbound Voice Reigns

Voice continues to be the primary customer contact channel. Inbound voice has actually seen an increase since 2014, according to the survey report “What Contact Centres Are Doing Right Now 2021 Edition”.

While the use of inbound voice has increased from 50% in 2014 to 54.9% in 2021, alternative “on the rise” channels have actually seen no drastic gains. Some have seen slight decreases. Email usage has dropped from 18.6% in 2020 to 17.3%.

So people still like to talk to people. Particularly where the purchasing decision is significant, or a customer problem is complex.

Cloud Migrations Are on the Agenda

The global pandemic has accelerated call centre cloud migration for many organizations. Businesses have faced difficult market circumstances and workforce management challenges. One survey notes that responding CIOs indicate their use of on-premise applications dropped by more than 40% in 2021.

A recent AVANT “6-12” report focusing on CCaaS notes that the CCaaS market currently accounts for more than $3 billion in global sales. Projections suggest that sales reach $10.5 billion by 2027.

Why Move to the Cloud?

Multisite capacity and capabilities are often noted as the greatest benefit of cloud-based contact centre solutions.

Contact centre management is looking to connect regional centres and partner with BPOs. Additionally, a post-pandemic environment will demand more and more home-working and workforce flexibility.

Cloud solutions will simplify these efforts. However, managing the voice channel, voice routing, and the quality of audio that enables and supports the quality of customer engagement can be a significant challenge.

People Still Have Concerns With the Cloud

Despite the fact many businesses have either already migrated to the cloud, or are considering doing so, many still have their doubts about reliability.

Cloud solutions boast high reliability and present very compelling arguments. But, many engineering teams have had their fire fighting experiences. On-premises solutions have their imperfections as well. However, it is a question of which choice might produce the least drama, and the greatest stability.

The transition is not for the faint-hearted. Project teams are required to take great care to ensure the quality of services is enhanced, and not impacted by technology issues.

Poor audio quality threatens customer satisfaction. It impacts revenue and tarnishes brand image. But the biggest risk is not having full visibility when these issues occur.

Careful measurement of pre- and post-change voice quality is critical. The voice channel is a critical link to the customer.