Growing customer requirements mean that every call center has to constantly adapt and optimize its IT ecosystem. Customer journey and customer experience are intended to provide a customer experience that pushes many call centers to their technical limits.

Technology is developing so quickly that it is becoming increasingly difficult to stay one step ahead of the competition. Sophisticated technology should offer flexibility, cost optimization and convenience. But the acceleration through the Internet of Things (IoT) and artificial intelligence alone makes ROI calculations for investments based on the classic on-premise model more difficult. Contact centers are increasingly identifying the potential advantages of cloud-based call centers. To overcome the limits of scalability of on-premise systems, changing customer behavior and more flexible business models, more and more contact centers are turning to automated, reliable and responsive cloud-based solutions.

There is still a large part of the call center industry that maintains their critical customer data with traditional on-premise solutions. Specialized software systems still dominate on-premise call centers with dedicated communications servers, headsets and other industry-specific solutions that are installed, configured, licensed and made compatible for their industries. This approach has its legitimate advantages from the past. Companies that choose on-premise call center solutions are also responsible for maintaining and modernizing their software systems and the level of knowledge of their IT employees. As long as the business figures are correct, entrepreneurial freedom is guaranteed.

But many call center operators with on-premise solutions also reach their limits. Be it for strategic, technological, budgetary or data protection reasons, operating your own on-premise solution is not always up to the new and diverse challenges. The industry is facing a turning point.

One of the main reasons for the increasing success of cloud-based call centers is the speed of deployment. Other reasons include the flexibility of the business model, improved profitability, optimized technology for growing customer needs and an often certified security system.

The services are provided remotely to companies primarily in a subscription model. They are becoming more common as the benefits of solutions are made easily accessible as a service. Businesses continue to value cloud-based platforms because they offer features that improve customer interactions and increase customer satisfaction. Cloud contact center software offers the tools and functionality most relevant to each industry.

Cloud-based call centers enable high profitability by improving operational costs while increasing the quality of customer service. In summary, the following advantages can be identified that will continue the trend:

• Speed of solution deployment
• Scalability of the solution
• Customer Support
• Liquidity benefits
• Subscription models
• Monitoring performance
• Data security