Cloud Computing: Cloud Call Centers Part II

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

By Glenn Blake

About Glenn Blake

Glenn Blake is a writer for CloudTweaks and has been writing about technology trends for over 25 years.

Find out more
View All Articles

Sorry, comments are closed for this post.

Cloud-Enabled Managed Hosting: 5 Things A Cloud Provider Should Offer

Cloud-Enabled Managed Hosting: 5 Things A Cloud Provider Should Offer

Cloud-Enabled Managed Hosting The IT industry moves at light speed fueled by constant change and advancement. No area of IT has been affected more by this change than the hosting and managed service space. Advancement in the cloud and its delivery models of IaaS and SaaS have caused a monumental shift in the way IT…

Are You SURE You Are Ready For The Cloud? Cloud Readiness

Are You SURE You Are Ready For The Cloud? Cloud Readiness

Cloud Readiness Over the last three months, we have discussed the reasons why you may have wanted to move to the cloud.  Maybe the decision wasn’t yours to be made in the first place?  Either way, you are now getting ready to start down that road of cloud enlightenment! (Image source: Shutterstock) The question is,…

Destroying Cloud Data In The Age Of Data Multiplication

Destroying Cloud Data In The Age Of Data Multiplication

The Age of Data Multiplication We are surrounded by data, whether in our personal or professional lives with digital elements that are constantly being captured about us. This leads to exponentially increasing volumes of data whether from Internet-connected devices, video, cell records, customer transactions, healthcare and government records. Today, there is a growing awareness and…

Driving Success: 6 Key Metrics For Every Recurring Revenue Business

Driving Success: 6 Key Metrics For Every Recurring Revenue Business

Recurring Revenue Business Metrics Recurring revenue is the secret sauce behind the explosive growth of powerhouses like Netflix and Uber. Unsurprisingly, recurring revenue is also quickly gaining ground in more traditional industries like healthcare and the automotive business. In fact, nearly half of U.S. businesses have adopted or are planning to adopt a recurring revenue model,…

5 Things A Cloud Provider Should Offer – Part II

5 Things A Cloud Provider Should Offer – Part II

5 Things A Cloud Provider Should Offer Part II I recently posted an article for the CloudTweaks community on “Cloud-Enabled Managed Hosting: 5 Things a Cloud Provider Should Offer” and many readers have since asked me to expand upon this list. So, as a sequel to my first article, here are another five things I…

New Smartphones From Apple, Samsung and HTC Promise To Light Up 2016

New Smartphones From Apple, Samsung and HTC Promise To Light Up 2016

New Smartphones from Apple, Samsung and HTC (Sponsored post courtesy of Verizon Wireless) The launch of the Galaxy S7 Edge at the Mobile World Congress in Barcelona during February was the first shot in a vintage year for mobile phones. The S7 is an incredible piece of hardware, but launches from HTC and Apple later in the…

Featured Sponsored Articles
How Successful Businesses Ensure Quality Team Communication

How Successful Businesses Ensure Quality Team Communication

Quality Team Communication  (Sponsored post courtesy of Hubgets) Successful team communication and collaboration are as vital to project and overall business success as the quality of products and services an organization develops. We rely on a host of business tools to ensure appropriate customer interactions, sound product manufacturing, and smooth back-end operations. However, the interpersonal relationships…

Featured Sponsored Articles
How To Develop A Business Continuity Plan Using Internet Performance Management

How To Develop A Business Continuity Plan Using Internet Performance Management

Internet Performance Management Planning CDN Performance Series Provided By Dyn In our previous post, we laid out the problems of business continuity and Internet Performance Management in today’s online environment.  In this article, we will take a look at some of the ways you can use traffic steering capabilities to execute business continuity planning and…

Featured Sponsored Articles

CloudTweaks is recognized as one of the leading influencers in cloud computing, infosec, big data and the internet of things (IoT) information. Our goal is to continue to build our growing information portal by providing the best in-depth articles, interviews, event listings, whitepapers, infographics and much more.

Sponsor