Published on March 3, 2014
Welcome to Cloud week! Monday: Background Tuesday: What exactly is cloud? Wednesday: Advantages / benefits Thursday: Drawbacks Friday: How cloud can help your customer service strategy Follow our social media outlets for cloud + contact center related articles! #CCTrends14 @iceComputerTalk www.facebook.com/iceComputerTalk 1
Some stats to start things off… • Hybrid cloud is the next evolution in cloud architecture, with adoption among enterprises expected to more than double by 2015.* Breakdown: Exec Responses** Believes Cloud computing will be transformational for business strategies 11% 49% 40% Exploring how Cloud computing will contribute to the business Other * source: http://finance.yahoo.com/news/hybrid -cloud-next-big-thing-192900921.html ** source: http://www.forbes.com/sites/louiscolu mbus/2013/08/13/idg-cloudcomputing-survey-securityintegration-challenge-growth 2
And some Contact Center stats to set the mood… • IDC survey results:* – US spending for cloud contact center services will grow at a compound annual rate 17.5% to $1.6 billion in 2018. – 39% of respondents are using hosted/cloud, 38% evaluating – cloud contact centers: highest penetration in North America Europe. Other regions are starting to look into it. • DMG survey results**: – 2010: 32% were using cloud contact centers – 2013: 62% * source: http://www.idc.com/getdoc.jsp?containerId=prUS24692414 ** source: http://www.prweb.com/releases/2013/11/prweb11314785.htm 3
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