Organizations Optimizing Security Through Cloud Contact Centers Thanks to its High Reliability, says Market.us

A cloud contact center is a customer service platform hosted and maintained on remote servers rather than on-premises. This means that the software and infrastructure needed to run the contact center are accessed and managed over the internet rather than through physical hardware that is owned and operated by the company.

Cloud contact centers are typically provided as a service, with users paying a subscription fee to access the software and infrastructure. This allows companies of all sizes to access enterprise-level customer service capabilities without the need for large upfront investments in hardware and software.

According to Market.us, the research mentioned that “In 2022, the Cloud contact centers market was valued at USD 17.1 billion. The market is expected to grow at a 26.1% CAGR during the forecast period 2023-2032.”

Gaurav Yadav, senior research analyst at Market.us said, ” Cloud Contact Center system is a major reason for reliability. Organizations are looking for an additional level of security, and advanced cloud contact center architecture provides that. Cloud Contact Center solutions are gaining popularity due to their flexibility, improved performance, and controllable functionality.” 

Cloud deployment allows businesses to host contact centers in third-party data centers. This eliminates the need for any infrastructure. The overall infrastructure cost can be significantly reduced. A cloud contact center allows instant workforce scaling to meet customer demand quickly. Small and medium-sized businesses are gradually migrating to cloud-based contact centers from their on-premise facilities.

These cloud centers with AI offer many opportunities for the market. This technology automates repetitive tasks and provides reliability for contact center agents. The automation reduces agents’ time and allows them to focus on their customers. AI-based contact centers provide actionable insights and consumer insights that can be used to optimize the agent’s productivity, efficiency, and overall productivity. 

AI-based contact centers also improve predictive and prescriptive model performance to resolve complex customer issues quickly. Organizations are shifting to AI-driven cloud call centers to improve and automate their contact center operations. Vocalcom Group, for instance, launched an AI-based contact center solution called ‘Vocalcom Hermes360’ in April 2020.

Cloud contact centers are often built on a multi-tenant architecture. Multiple companies use the same hardware and software infrastructure.

Customers want to be able to reach companies using their preferred methods. The omnichannel contact center provides multichannel customer engagement through customer connectivity across all touchpoints. Vendors are increasingly deploying omnichannel Cloud Contact Center solutions to improve their customer experience. These solutions can be used to connect customer interactions via social media, voice, and texts. This allows customers to see the whole customer journey from one place. It is essential to drive the adoption of omnichannel cloud contact centers. This is because it can be deployed quickly without impacting the overall operational cost. 

Companies are constantly improving security, flexibility, scalability, and other features to meet changing business requirements. Businesses can deliver seamless customer experiences through multiple channels with omnichannel connectivity. Market growth is expected to be driven by the growing demand for Cloud Contact Centers.

The ability to scale resources up or down as needed means that companies can easily adjust to changes in call volume or other demands. Cloud contact centers can also be accessed from anywhere with an internet connection, which makes it easy for remote teams or employees to participate in the customer service process. Additionally, using a cloud-based service eliminates the need for expensive IT staff to maintain on-premises infrastructure, reducing costs and the burden on IT teams.

Most enterprises store sensitive data in the cloud. This has made them a prime target for cybercriminals. Cloud Contact Center applications could be at risk of cyberattacks. According to the Thales Group’s ‘Data Threat Report-2018’, 49% of US financial respondents consider themselves to be ‘extremely’ and very susceptible to cyberattacks. Contact centers store a lot of customer information. Cybercriminals are attracted to contact centers because they store and collect a lot of customer data. The adoption of a cloud contact center may be affected by growing cyberattack concerns.