This monumental growth is being pioneered by the increasing number of progressive Australian businesses adopting the cloud over the traditionally high cost, on-premise systems.
The Australian SME market in particular is responsible for the push which makes sense as the majority don’t have the extensive IT infrastructure and deep pockets generally required with implementation, maintenance and service of an on-premise system.
contactSPACE has been a key propulsive force in this push to cloud contact centres. As a sales associate it’s been refreshing to see firsthand how a myriad of different sized businesses have been able to enhance their operations with relative ease, and now get to utilise expansive, state-of-the-art functionality that previously had only been available to large organisations.
Emerging technologies such as WebRTC, already available with contactSPACE, are yet again changing the game by removing more moving parts (such as, err…the phone), cutting down the total cost of ownership and making the whole process a simpler one. Yes...you don’t even need a phone to make a call anymore.
Just as the Harvard Innovation Lab famously depicted the minimalistic evolution of the desk (Video Produced by BestReviews.com), can we now compare this to the evolution of the contact centre. Going are the days of rooms full of hardware and teams of IT staff making sure the cogs continue to turn. It’s 2015. All you need for a fully functioning, bonafide contact centre is some laptops, headsets and internet.
Of course you need staff too Frost & Sullivan recently released a report that revealed the Australian cloud contact centre market grew by 99% in 2014, and is set to growing by around 35% year on year.
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