Cloud contact centers are gaining acceptance at a rapid pace due to the availability of quality infrastructure and internet connectivity. The growth of Session Initiation Protocol (SIP) and the availability of larger network bandwidth at reasonable cost, started the initial migration towards centralized data centers. This infrastructure was available for use to a wider pool of geographically distributed work-force. It also reduced the cost of hiring IT and call center software experts for the management of a local infrastructure. This fueled the initial migration to Cloud contact center.
The availability of Cloud based contact center solutions as a service can be traced to the development multi-tenant software. Contact center is no exception and multi-tenant contact center software have been driving the growth of Cloud based contact center services. Multi-channel call center ACD with Skills based Routing, configurable IVR platform, Real-time and Historical reporting, and Dialer integration are the core components of a contact center software. All of these services are now available from cloud based contact center solutions.
Contact center solutions require a variety of applications like Visual IVR Call-flow Builder, Customer Interaction Scripting, CRM, voice recording, and WFM, all of which are made available as applications in the Cloud. The market share of Cloud deployments will continue to grow for the obvious reasons; contact center as a service eliminates large capital expenditures while providing the ability to scale on demand. Asterisk based contact center services in the cloud have contributed to this growth in a significant way.