Tag Archives: on-premise-call-center-technology

Data Dump: Update on Call Center Cloud Migration

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Data Dump Update on Call Center Cloud MigrationsThe cloud has radically transformed the call center industry. The shift, now firmly in its second decade, is accepted as conventional wisdom. You rarely find people arguing the merits of premise-based call centers. But there’s no denying the fact that many premise-based systems are still sold and deployed, especially for larger call centers. It seems companies are fearful of touting any non-cloud successes because the knee-jerk reaction is to label that as anti-progress.

What is the reality on the ground? Are we accelerating towards an all-cloud world? Or reaching a steady-state balance between cloud and premise? Unfortunately, it’s hard to get clear data. Let’s take a look at what data we do have.

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Call Center Cloud Conversion Continues

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Call Center Cloud Conversion ContinuesMost people don’t realize the impressive scale of the contact center industry. Collectively, we spent 190 billion minutes calling a company for help. On the other side of those calls were 3.6 million people working as agents (and those numbers are just for the US).

Companies spend roughly $22 billion on the technology enabling all of these interactions, and with the market undergoing a massive change in the last decade, that number will continue to grow. The idea of the call center as a cloud-based service has switched from being impractical, to now almost inevitable.

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3 Critical Contact Center Trends to Watch in 2018 [Webinar]

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3 Critical Contact Center Trends to Watch in 2018Every year we read about what promises to be the hottest contact center trends. This list can, all too often, be endless. As important as it is to try new things, especially in an industry that relies so heavily on the customer experience, it’s just as important to prioritize those strategies. The call center landscape is more complex than ever, and wasting time on trends that don’t benefit you will only lead to failure. Continue reading →

Is this the End of the On-Premise Call Center?

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Is this the End of On-Premise for the Call Center?The 2017 edition of the Magic Quadrant report for cloud-based contact centers was released by Gartner last week. That’s a good reason to revisit a long running theme on the Fonolo blog: the cloudification of the call center.

Compared to other enterprise software, the transition to cloud has been a difficult road for the call center. There were some good reasons for this: the lack of sufficient or reliable bandwidth for voice, the real-time demands of call handling, the mission-critical nature of many call centers. But there was also some foot-dragging by industry incumbents who had a comfortable market position and a stream of maintenance revenue to protect.

Since none of that seems to be a barrier anymore, it certainly feels like the on-premise call center is soon to be extinct. Continue reading →

Some Fuzz Around Call Center Cloud vs Premise

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Some Fuzz Around Call Center Cloud vs PremiseWere you glued to last week’s Comey testimony like I was? The Fired FBI Director had some great phrases that are already appearing on t-shirts. My favorite was the use of “fuzz” to describe uncertainty. I said to myself, “Lordy, I gotta work that into my next blog post.” Luckily, my weekend reading pointed naturally to an appropriate topic.

The evolution of contact centers from premise-based to the cloud has been covered many times here. I’ve often described it as an “inevitable migration”. Turns out there are dissenting views on the inevitability part. Furthermore, vendors are finding ways to blend the best of both worlds. There is, indeed, some “fuzz” around what is and isn’t cloud.

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