Trends in the global contact centre market show an increasing adoption of cloud solutionsall around the world. Gartner estimates sustained growth of 17.6% in adoption, through 2016… and then it might even boost up.
Today, the market may still be dominated by large premises-based systems, but several economies are catching up and challenging this paradigm. Local businesses are cottoning on to the proven benefits of cloud solutions, namely ease of use, improved disaster recovery and reduced TCO.
Let’s look at the South African example, that is taking several very ambitious measures to position against India and the Philippines as a strong Contact Center & BPO services provider.
In a recently published whitepaper with the support of 1Stream, ‘Hosted Contact Centres: Business Feasibility and Solution Offerings’, these and other considerations are discussed, while offering advice for businesses exploring cloud solutions.
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