ContactBabel, an independent contact center analyst firm, recently released a study showing that virtual and cloud-based centers have shorter queue times and fewer problems associated with call spikes than non-cloud centers.
The report was based on information gathered from surveys generated by over 200 contact center operations leaders in the United States, and showed strong increases to center efficiency and profit related to improving IT and communications technology.
"The results from this year’s survey show an industry-wide acknowledgment that IT systems require urgent improvement" said Steve Morrell, author of the survey. "Most businesses are looking into cloud-based solutions as an option that can often provide increased functionality with a favorable cost-structure."
According to the report, 71 percent of contact centers that invested in cloud VoIP or other virtual solutions saw a decrease in call queue lengths, and about two-thirds saw a reduction in call spikes. Additionally, 68 percent reported better functionality, while 63 percent acknowledged that migrating to a hosted phone system lowered the overall cost of ownership. The cloud is clearly providing an advantage for many businesses.