Cloud call center solutions continue growth trend
While most contact center solution is still on-premise base, last year we see major growth in the cloud contact center solutions. As of end of 2016, DMG estimated cloud contact solutions was at least $2.8 billions in revenue, which only counts about 11.4 % of total contact center seats. Given the benefits of a cloud solution – free ITs from support and maintain hardware and software with which they have little expertise, the growth potential is huge.
There are still challenges in the cloud solution, mainly security and regulatory compliance.