Practically Speaking About Cloud Computing: Cloud Call Centers Part II

Practically Speaking About Cloud Computing:

CLOUD CALL CENTERS Part II

Cloud Call Centers Adoption Considerations:

One of the cloud computing concepts is Elasticity and Dynamism. This is one of the key enablers for cloud based call center technology. In the case of In-bound Call Centers, the receipt of inbound calls will be essentially erratic in nature. It is quite usual that when the capacity is planned, particularly technology infrastructure capacity of a call center is planned, any one will go for the highest or peak requirement. This results in initial capital investment on capacity. For a typical customer service call center of a capacity of about 300 seats, initial Capex on technology consisting of telecom and computing gear will be in the range of $ 10000 to 25000 per seat. So to amortize this Capex cost, the hardware and software acquired should be used in three years time with high utilization percentage. So, these two factors of varied demand and initial high costs induces the industry to move towards cloud call center technology. However the determinant detractor will be the operating cost of cloud call center technology.

Cloud Call Center Players:

Some of the cloud call center players are:

  • Liveops
  • InContact
  • Ipscape
  • Five9
  • CallFire
  • Monet Software
  • Voxeo

Some players like Liveops, InContact, Five9 etc., have received TMC (Technology Marketing Corporation) Labs award for their innovative call center technology offerings. In addition to these players, big names in Call Center Technology vendor landscape like Avaya, Cisco, Inin – Interactive Intelligence etc., are in the fray with their offerings. Enterprise Cloud Computing Companies like SalesForce.com, NetSuite etc… are offering joint services with other companies.

Cost A Major Detractor For Cloud Call Center Adoption:

Costs charged by the above Cloud Call Center Technology providers is one of the major detractors for the adoption for cloud call center technology. The current industry rates for cloud call center technology infra structure is starting from $ 12 per hour per seat with assumed telephony charges. The same for the On-Premises based call
center, calculated as operations cost is $ 7 per seat; even if we add a shared portion of initial investment cost, the total cost works out to $ 10 only. On the other hand, the so called gestation period of technology setup is taken away in the case of Cloud Call Centers. We can comfortably say that for short term projects, Cloud Call Center is definitely a best bet.

Part 1 of the Article

Article By Malick with CloudTweaks.com

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