White Paper: Cloud solutions take the lead

A new White Paper reveals that the market’s spend on cloud-based contract centres has surpassed that for the premise-based contact centres.

According to the Frost & Sullivan analysis, published by Interactive Intelligence, 2012 marked the first year in which the spend for cloud-based contract centres surpassed the premise-based contact centre market.

The “Cloud Momentum Boosts Trends in the Contact Center” report also forecasts that the hosted contact centre market will grow to £1.9 billion ($3.162 billion) by 2017, with an average growth of 12.1% annually. In contrast, the contact centre systems market is forecast to grow only to £1.1 billion ($1.892 billion) during the same forecast period.

The calculation includes the combined spend across hosted and cloud-based ACD, IVR, outbound contact, chat, quality monitoring, workforce management, and analytics applications.

“The data reported by Frost & Sullivan confirms our opinion on the development of the market. Interactive Intelligence has offered a cloud-based contact centre system since 2009. Since then, we have seen a significant increase in implementations of this model every year,” said Marcin Grygielski, Territory Manager for Eastern Europe, Interactive Intelligence. “In my opinion, such a clear and stable growth in just three years is a proof that the cloud is something more than a fleeting media fad.”