Contact centers are making the transition towards cloud technology from premises-based solutions. In a premise-based solution, companies make a huge investment, whereas in a cloud based solution, there is quick deployment, and less investment. It is more flexible. The operational cost is also less in cloud based solution. Updates of the contact center software can be delivered quickly through the cloud. Unlike premises-based solutions, a cloud hosted contact center is not a fixed solution. Call centers are developing beyond phone support to also handle customer interactions. Customer services are now given via chat, email, SMS, and social media. For contact centers call reliability and security are major concerns while moving to a cloud based solutions. But, due to flexibility, reliability, and future-proofing, companies are looking forward to move to cloud based solutions. To read more about the benefits of cloud based solutions, follow Carl Noblitt (VP Account Management, AireSpring)’s article link: http://www.callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/850/Default.aspx

In cloud based contact center market, various types of solution, service, application, vertical, and region are playing an important role. Applications like call routing, queuing, data integration and recording, chat quality monitoring, real time decision making and work force optimization are being provided. The vendors in this market provide customer related data with call recordings to monitor agent performance and provide customers with better experience. To know more about cloud based contact center solution market, follow: http://www.sys-con.com/node/3194060