Welcome!

Recurring Revenue Authors: Elizabeth White, Liz McMillan, Pat Romanski, Ed Featherston, Jamie Maidson

News Feed Item

Frost & Sullivan: Cloud Based Contact Centre Solutions Poised to Challenge Traditional On-Premise Model - Growing Awareness of Cloud Based Contact Centre Solutions

- Cloud, Mobility, Social Media and Big Data Changing the Face of Customer Service

SYDNEY, Nov. 7, 2012 /PRNewswire/ -- The contact centre market in Australia is expected to experience a major transformation as cloud based solutions and mobile devices change the way organisations provide customer service. Cloud based contact centre solutions are expected to gain momentum in the next 3 to 5 years. On the other hand, growth and revenues of traditional on-premise models will decline as most organisations facing a contract renewal or new deployment will be reluctant to commit to long contract terms in a rapidly changing technology landscape. Although the on-premise model is the predominant deployment model for contact centre applications in Australia, the market is in the early stages of a transformation towards third party managed solutions.

Anand Balasubramanian, Industry Analyst, Australia & New Zealand ICT Practice says that Australia's contact centre market is moving from on-premise to third party managed solutions. "While organisations value the level of control offered by on-premise models, cost constraints and flexibility (in terms of scalability and pricing) requirements are causing organisations to evaluate alternative options at the time of a new deployment or upgrade. Organisations are becoming increasingly inclined towards deploying hosted and cloud based solutions," he states.

According to Frost & Sullivan's report, Australian Contact Centre Market 2012, a combination of changing business models and impact of enabling factors such as the NBN will make cloud based deployments the preferred model for new contact centre deployments in Australia. As demand grows over the 2013/2014 timeframe, several new players, including global vendors, will enter the market.

According to the recently published report, cloud based solutions will present the greatest threat to the traditional on-premise based model. With the changing shift in customer preference for hosted and cloud based solutions, traditional contact centre vendors will look to supplement their on-premise solutions with cloud based versions. A number of vendors have already announced plans to introduce cloud based versions of their contact centre solutions by 2013.

A less visible and often ignored advantage of cloud based contact centres is the built-in resiliency capabilities through Business Continuity Plans (BCP) and Disaster Recovery (DR) features. The floods and bushfires of 2011 made organisations acutely aware of risks of a major disruption to their contact centres and the need for a BCP and DR plan to ensure a business stays operational in the event of a major disruption.

Currently, existing investments on contact centre infrastructure (hardware and software) and perception among organisations are the biggest hurdles for adoption of cloud based alternatives. However, as organisations approach renewal or end-of-contract, they will closely evaluate on-premise alternatives before committing to a solution. In addition, organisations will less willing to commit to long contract terms given the constantly changing nature of technology and customer service. Frost & Sullivan estimates 2015-2016 to be the inflection point for cloud based contact centre solutions as end of contract terms and availability of high speed internet (in the form of NBN) combine to create conducive conditions for the market to grow.

The other major factor to impact the contact centre market is being driven by the increasing use of smartphones and tablets by consumers to contact an organisation. Audrey William, Head of Research, Australia and New Zealand, ICT cites the proliferation of smart devices (smartphones and tablets) as a key factor that will enable organisations to provide superior customer service, thereby gaining a competitive advantage in the market. Most organisations, particularly telcos, banks and organisations in the retail sector are already focusing on enabling their contact centres to provide a full mobile experience for customers. "This strategy provides a richer experience for the customer, and enables the organisation to reduce call volumes by providing basic service functions for mobile devices," William explains. Apart from cloud and mobility technologies, contact centres have been impacted by the rise of social media and are starting to deploy social media technologies within the contact centre environment.

William says that analytics and big data are major trends that will shape the way organisations provide customer service. "Organisations will be able to capture data from customer interactions from multiple communication channels such as voice, email, web and social media. This will allow organisations to customise individual service for customers."

As a result, we will see a number of contact centre vendors partnering with analytics/big data vendors. For instance, NICE Systems announced a partnership with IBM to integrate its contact centre solution with IBM's big data analytics software. Going forward, contact centre vendors will look to partner with major global big data and analytics players such as IBM, SAP, SAS and Oracle.

Frost & Sullivan's report Australian Contact Centre Market 2012 forms a part of the Frost & Sullivan Enterprise Communications Research program. This reports looks at trends across the Contact Centre Applications, Hosted Contact Centre and Cloud Based Contact Centre markets. All research services included in this subscription provide detailed market opportunities and industry trends evaluated following extensive interviews with market participants. For media queries and more information please send an e-mail with your contact details to Donna Jeremiah, Corporate Communications, at [email protected].

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants.

Our "Growth Partnership" supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.

  • The Integrated Value Proposition provides support to our clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation.
  • The Partnership Infrastructure is entirely unique as it constructs the foundation upon which visionary innovation becomes possible. This includes our 360 degree research, comprehensive industry coverage, career best practices as well as our global footprint of more than 40 offices.

For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?

Contact Us:     Start the discussion

Join Us:           Join our community

Subscribe:       Newsletter on "the next big thing"

Register:         Gain access to visionary innovation

Contact:
Donna Jeremiah
Corporate Communications – Asia Pacific
P: +61 (02) 8247 8927
M: +61 (0) 407 598 937
F: +61 (02) 9252 8066
E: [email protected]

http://www.frost.com

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

@ThingsExpo Stories
SYS-CON Events announced today TechTarget has been named “Media Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. TechTarget is the Web’s leading destination for serious technology buyers researching and making enterprise technology decisions. Its extensive global networ...
The IoTs will challenge the status quo of how IT and development organizations operate. Or will it? Certainly the fog layer of IoT requires special insights about data ontology, security and transactional integrity. But the developmental challenges are the same: People, Process and Platform. In his session at @ThingsExpo, Craig Sproule, CEO of Metavine, will demonstrate how to move beyond today's coding paradigm and share the must-have mindsets for removing complexity from the development proc...
SYS-CON Events announced today that Commvault, a global leader in enterprise data protection and information management, has been named “Bronze Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Commvault is a leading provider of data protection and information management...
SYS-CON Events announced today that MangoApps will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. MangoApps provides modern company intranets and team collaboration software, allowing workers to stay connected and productive from anywhere in the world and from any device. For more information, please visit https://www.mangoapps.com/.
The essence of data analysis involves setting up data pipelines that consist of several operations that are chained together – starting from data collection, data quality checks, data integration, data analysis and data visualization (including the setting up of interaction paths in that visualization). In our opinion, the challenges stem from the technology diversity at each stage of the data pipeline as well as the lack of process around the analysis.
Designing IoT applications is complex, but deploying them in a scalable fashion is even more complex. A scalable, API first IaaS cloud is a good start, but in order to understand the various components specific to deploying IoT applications, one needs to understand the architecture of these applications and figure out how to scale these components independently. In his session at @ThingsExpo, Nara Rajagopalan is CEO of Accelerite, will discuss the fundamental architecture of IoT applications, ...
SYS-CON Events announced today that Tintri Inc., a leading producer of VM-aware storage (VAS) for virtualization and cloud environments, will exhibit at the 18th International CloudExpo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, New York, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
In his session at 18th Cloud Expo, Bruce Swann, Senior Product Marketing Manager at Adobe, will discuss how the Adobe Marketing Cloud can help marketers embrace opportunities for personalized, relevant and real-time customer engagement across offline (direct mail, point of sale, call center) and digital (email, website, SMS, mobile apps, social networks, connected objects). Bruce Swann has more than 15 years of experience working with digital marketing disciplines like web analytics, social med...
A strange thing is happening along the way to the Internet of Things, namely far too many devices to work with and manage. It has become clear that we'll need much higher efficiency user experiences that can allow us to more easily and scalably work with the thousands of devices that will soon be in each of our lives. Enter the conversational interface revolution, combining bots we can literally talk with, gesture to, and even direct with our thoughts, with embedded artificial intelligence, wh...
SYS-CON Events announced today that EastBanc Technologies will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. EastBanc Technologies has been working at the frontier of technology since 1999. Today, the firm provides full-lifecycle software development delivering flexible technology solutions that seamlessly integrate with existing systems – whether on premise or cloud. EastBanc Technologies partners with p...
SYS-CON Events announced today BZ Media LLC has been named “Media Sponsor” of SYS-CON's 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. BZ Media LLC is a high-tech media company that produces technical conferences and expositions, and publishes a magazine, newsletters and websites in the software development, SharePoint, mobile development and Commercial Drone markets.
SYS-CON Events announced today that ContentMX, the marketing technology and services company with a singular mission to increase engagement and drive more conversations for enterprise, channel and SMB technology marketers, has been named “Sponsor & Exhibitor Lounge Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York City, New York. “CloudExpo is a great opportunity to start a conversation with new prospects, but what happens after the...
SYS-CON Events announced today that Alert Logic, Inc., the leading provider of Security-as-a-Service solutions for the cloud, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Alert Logic, Inc., provides Security-as-a-Service for on-premises, cloud, and hybrid infrastructures, delivering deep security insight and continuous protection for customers at a lower cost than traditional security solutions. Ful...
WebRTC is bringing significant change to the communications landscape that will bridge the worlds of web and telephony, making the Internet the new standard for communications. Cloud9 took the road less traveled and used WebRTC to create a downloadable enterprise-grade communications platform that is changing the communication dynamic in the financial sector. In his session at @ThingsExpo, Leo Papadopoulos, CTO of Cloud9, will discuss the importance of WebRTC and how it enables companies to fo...
The IoT is changing the way enterprises conduct business. In his session at @ThingsExpo, Eric Hoffman, Vice President at EastBanc Technologies, discuss how businesses can gain an edge over competitors by empowering consumers to take control through IoT. We'll cite examples such as a Washington, D.C.-based sports club that leveraged IoT and the cloud to develop a comprehensive booking system. He'll also highlight how IoT can revitalize and restore outdated business models, making them profitable...
IoT generates lots of temporal data. But how do you unlock its value? How do you coordinate the diverse moving parts that must come together when developing your IoT product? What are the key challenges addressed by Data as a Service? How does cloud computing underlie and connect the notions of Digital and DevOps What is the impact of the API economy? What is the business imperative for Cognitive Computing? Get all these questions and hundreds more like them answered at the 18th Cloud Expo...
SYS-CON Events announced today the How to Create Angular 2 Clients for the Cloud Workshop, being held June 7, 2016, in conjunction with 18th Cloud Expo | @ThingsExpo, at the Javits Center in New York, NY. Angular 2 is a complete re-write of the popular framework AngularJS. Programming in Angular 2 is greatly simplified. Now it’s a component-based well-performing framework. The immersive one-day workshop led by Yakov Fain, a Java Champion and a co-founder of the IT consultancy Farata Systems and...
Customer experience has become a competitive differentiator for companies, and it’s imperative that brands seamlessly connect the customer journey across all platforms. With the continued explosion of IoT, join us for a look at how to build a winning digital foundation in the connected era – today and in the future. In his session at @ThingsExpo, Chris Nguyen, Group Product Marketing Manager at Adobe, will discuss how to successfully leverage mobile, rapidly deploy content, capture real-time d...
SYS-CON Events announced today that BMC Software has been named "Siver Sponsor" of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2015 at the Javits Center in New York, New York. BMC is a global leader in innovative software solutions that help businesses transform into digital enterprises for the ultimate competitive advantage. BMC Digital Enterprise Management is a set of innovative IT solutions designed to make digital business fast, seamless, and optimized from mainframe to mo...
What a difference a year makes. Organizations aren’t just talking about IoT possibilities, it is now baked into their core business strategy. With IoT, billions of devices generating data from different companies on different networks around the globe need to interact. From efficiency to better customer insights to completely new business models, IoT will turn traditional business models upside down. In the new customer-centric age, the key to success is delivering critical services and apps wit...