The Contact Centre Market s Increasing Demand for Cloud Technologies

Transcription

1 The Contact Centre Market s Increasing Demand for Cloud Technologies

2 Whilst the traditional premise model still offers the most value for many organisations, the cloud model has evolved to become a viable solution for companies looking to save costs, increase flexibility, and future-proof their technology platforms.

3 The Contact Centre Market s Increasing Demand for Cloud Technologies Today s contact centres have a growing range of technology choices, allowing them to pick the best fit for their business. Whilst the traditional premise model still offers the most value for many organisations, the market has seen a sharp rise in demand and growth for the cloud model over the past few years. Frost & Sullivan* forecasts the growth rate for the total cloud contact centre solutions market to be at 12.1% in the near future. The cloud model has evolved to become a viable model for a number of companies. Cloud solutions can help companies save costs, increase flexibility, and future-proof their technology platforms. Once the leading driver, the financial benefits of moving costs from capital to operating expenses continue to play a key role. However, today s enterprises can also benefit from a wide range of advantages offered by the cloud model, including: reduced hardware footprint and maintenance; flexibility and scalability; faster deployment; and ease of support for remote sites and agents. Concerns from early cloud products regarding security, functionality, continuity, and control have diminished through platform improvements. For companies looking at cloud platforms, full-suite cloud solutions deliver greater total cost of ownership (TCO) savings than best-of-breed cloud products with limited functionality. Companies can also benefit from selecting a vendor that offers both on-premise and cloud options, as these providers can present increased flexibility and integration for enterprises that do not want to be locked in to one model or the other. *Source: Frost & Sullivan, Cloud Momentum Boosts Trends in the Contact Center Increasing Demand for Cloud Technologies Noble Systems

4 Since introducing our enterprise-strength cloud solution in 2011, Noble Systems has seen the rapidly growing appeal of full-suite cloud contact centre applications first-hand. Whilst demand for our premise solutions remains strong, one-third of our new sales in 2014 were on the cloud platform and total cloud revenues grew by 79%. Driven by this growth, we also achieved a significant milestone with our Noble Enterprise Cloud platform, as Noble s cloud solution client base surpassed the one billion call run rate mark in cloud calls processed. More importantly, Noble Systems delivered a total uptime percentage of greater than % across all of its cloud network, providing the high availability performance that is critical to clients operations. This reliability was achieved through Noble Systems deployment of an enterprise-class infrastructure and is supported by the design of the Noble cloud software, which allows for multiple levels of redundancy. We are pleased with the results that we have had from our entry into the cloud segment and are excited by the engagement of new clients. Noble Systems offering of true enterprise alternatives for both premise and cloud environments, and our focus on delivering a superior level of service, demonstrate our commitment to providing flexible solutions that fit our clients unique business needs. Noble s innovative technologies and rock-solid performance and availability are key to helping our users achieve their goals. Increasing Demand for Cloud Technologies Noble Systems

5

6 About Noble Systems Noble Systems is a global leader in unified contact centre technology solutions, providing innovative products since Tens of thousands of agents at 4,000+ client installations worldwide conduct business using the award-winning Noble platforms to manage customer communications. The scalable, integrated Noble solutions offer unified platforms for your total customer experience. Our solutions allow companies to more effectively communicate with their customers via multiple channels, including inbound/outbound/blended voice, , fax and web. This unified system includes the key software technologies that contact centres need most: Predictive dialling, Inbound contact management and ACD, IP-PBX, Self Service IVR software, CTI for intelligent screen pops, Digital Recording, Workforce Optimisation, Real-time Reporting, Campaign Strategy and Management, and Decisioning and Analytics tools. Noble also provides seamless integration to existing corporate environments in both premise and cloud-based platforms, reducing your learning curve and protecting your technology investments. For over 20 years, Noble Systems has been delivering solutions that build performance and productivity, improve the quality of customer contacts, and reduce costs. Contact us to learn more. +1 (404) Worldwide +1 (888) Americas +61 (2) APAC +44 (0) EMEA

7 Get to Know Noble Systems Are you ready to save costs and future-proof your technology investments with flexible, scalable cloud contact centre solutions? Contact us for your FREE Business Assessment and let Noble Systems help you grow your business! +44 (0) The technologies and methods contained in this document may not be applicable for all situations. For more information, please contact Noble Systems directly. To learn more about integrated contact centre technology solutions from Noble Systems, including successful client applications of the Noble Solution, visit our website at or call us at +44 (0) Copyright 2015 Noble Systems Corporation. All rights reserved. No part of this document may be reproduced in any form or by any means without written permission from Noble Systems Corporation. Noble Systems, Noble and the n logo are registered trademarks of Noble Systems Corporation. All others are property of their respective owners. Whilst every precaution has been taken to ensure the accuracy of the information contained in this document, Noble Systems Corporation assumes no responsibility for inadvertent errors or omissions. The information contained in this document is subject to change without notice. Noble is a continually evolving product suite. The information listed above is believed to be accurate at the time of printing. Please contact Noble Systems to learn more about the latest features. The descriptions of solutions or services set forth in this paper are provided for informational purposes only. Some functionality may require purchase of specific products or services. In the event a customer purchases solutions and services from Noble Systems Corporation, the definitive agreement executed by the parties for the solutions or services engagement will contain the actual description of the functional design or services specifications to be provided by Noble Systems for purposes of that transaction. Company Registered in England no Address: Noble Systems UK Ltd, 11 Commerce Way, Westinghouse Road, Manchester, M17 1HW

8 Noble Systems Worldwide +1 (404) Noble Systems Americas (US) +1 (888) Noble Systems APAC (Australia) +61 (2) Noble Systems EMEA (UK) +44 (0) Copyright 2015 Noble Systems Corporation. All Rights Reserved.