Call centers become more flexible with a CCaaS model

Making changes or adding functionality to the call center and contact center equipment that is installed and maintained exclusively on-premises can be a costly and challenging endeavor. With the proliferation of the cloud, there’s been a shift from these complicated and inflexible on-premises solutions to the more flexible Contact Center-as-a-Service (CCaaS) model.

The cloud offers unique efficiencies

The cloud, or cloud computing, accesses dedicated networks via the internet. These networks include pools of servers, storage, and applications. With the cloud, devices in the network need little management and resources can be dynamically reallocated. This functionality offers impressive efficiency through economies of scale.

With the recession of 2008, CAPEX budgets shrank dramatically causing organizations to adopt the CCaaS model to help lower operating costs. However, as CCaaS offerings have matured, businesses are now increasingly moving to the cloud to realize the benefits of improved customer service and experience.

Beyond flexibility and cost, why choose a CCaaS?

For businesses looking to move beyond an on-premises solution, the Contact Center-as-a-Service model offers several compelling benefits:


Simplified operations. Generally speaking, cloud solutions are easy to configure and maintain.


Near-instant scalability. Just contact your provider when you want to add agents or features.


Greater agility. Your IT department and agents aren’t tethered to a single geographic location.


Improved budgeting. Easily scale up or down as demand increases or decreases.

High availability. All CCaaS solutions are run on highly redundant networks with guaranteed service levels.

Cloud call center software is Big – and getting bigger

The shift to Contact Center-as-a-Service is impressive. Although analyst’s estimates vary, there are approximately 6.5 million customer support agents in North America and another 9.5 million across the globe. That’s a lot of seats. One study predicts that the cloud-based contact center market size is estimated to grow from $5.43 Billion in 2016 to $15.67 Billion by 2021, at an estimated Compound Annual Growth Rate (CAGR) of 23.6%. While DMG Consulting projects that the number of cloud-based contact center infrastructure seats will grow by 22.5% in 2018 and 23% in both 2019 and 2020. At the same time, the breadth and depth of these solutions will increase, growing the rate of revenue faster than the seat count.

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