Call centres 'increasingly looking to the cloud'

Date: 17/10/2011

A growing number of call centres could be complementing their revenue share numbers with cloud computing solutions.

According to a recent survey carried out by Siemens Enterprise Communications at Call Centre Expo 2011, 21 per cent of IT directors and contact centre managers see the cloud as the 'top market shifter'.

Furthermore, 71 per cent of respondents revealed they are planning to utilise such computing platforms, with 56 per cent believing potential cost savings to be one of the most significant benefits.

It seems as though many managers are committed to improving the help they provide to consumers, as 19 per cent claimed customer service and first call resolution are their top priorities.

Kathryn Penn, UK contact centre portfolio manager at Siemens, said: "The survey shows how Britain's contact centres, undeterred by the current financial climate, are continually innovating to drive higher customer satisfaction levels."

Last week, InfinityCCS stated that some UK businesses are missing out by not using integrated computer systems in their call centres.