Ziptone, the online trade medium for customer contact professionals from the Netherlands and Belgium, is starting a study into cloud adoption in the customer contact field. 

With the research, Ziptone wants to increase insight into the sector: what are the arguments for moving contact center applications to the cloud or not?

Dutch organizations, together with British and American companies and institutions, are leaders in the use of cloud computing. The corona pandemic has also accelerated cloud adoption worldwide, according to PWC. Globally, the cloud computing market is expected to reach over 1,4 trillion dollars. The market for cloud-based contact center solutions was still worth $2019 billion in 11. That market is now estimated at over $56 billion by 2027.

There are many arguments for moving to cloud-based contact center platforms, but legal, business, and technology hurdles still exist. The research, which is being conducted in collaboration with Frontline Solutions, should provide insight into considerations for different types of contact centers.

“The number of arguments for completely ignoring the cloud is getting thin”

Marco Gianotten, CEO of IT research and consultancy firm guitar: “There are many arguments for placing applications and infrastructure (data center) in a cloud environment. Or vice versa: the number of arguments for completely ignoring the cloud is getting meager. Sooner or later the business will be faced with the choice to renew applications. Now, with all the tightness on the labor market, a strategic argument has been added: employees want to work with pleasant, fast and easy applications.”

Erik Bouwer, editor-in-chief and publisher of Ziptone: “Most traditional players have launched a cloud version of their application. Dozens of new applications have also appeared on the market. There is a lot of choice when it comes to functionality and rates. What convinces decision makers and who would rather postpone a decision for a while?”

Research

The survey focuses on decision makers from the customer contact business (customer service director, wfm managers, contact center managers, etc.) and the IT discipline. It is performed by Marketresponse on behalf of Ziptone. Those who complete the questionnaire will later receive the research report free of charge. This provides insight into the choices and arguments of peers from your sector or contact centers of comparable size.

Completing the questionnaire takes approximately seven minutes. Those who complete the questionnaire will later receive the research report free of charge.

You can participate here.

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