According to a recent report, Gartner expects Contact Centre as a Service (“CCaaS”) market revenue growth to exceed 20% for the next three years. In the report, Emerging Technology Analysis: Contact Center as a Service (March 13, 2012), the world’s leading IT research firm says “an increasing base of businesses with megadeployments exceeding 500 agents view CCaaS as viable for its business operations.”
“Market trends toward IT cloud delivery now place CCaaS at the forefront of IT decision makers’ minds,” write the Gartner analysts. “Businesses are increasingly wary of purchasing infrastructure and funding the associated capital expenditure (capex). Their financial preference is the ‘pay as you go’ opex model.” Meanwhile, some businesses are turning to CCaaS to deal with seasonal or one-time spikes in call volume without having to physically install extra capacity into their on-site infrastructure.
Previously, the perception that a cloud offering could not offer the customer the same level of control as a premise-based solution presented a barrier to mainstream adoption. However, Gartner’s paper explains that this has changed, “Today's CCaaS offerings largely provide a base of features and functions equivalent to that offered on premises-based platforms.” In addition, the ability to layer CCaaS capabilities over legacy equipment means that solutions can start small and grow organically over time, instead of requiring a series of upgrades (with associated incremental capital payments) whenever new functionality is added.
“We are delighted to be part of such a buoyant market,” said Sean Taylor, Director of Content Guru, one of the application specialists named in the report. “However, we think the potential for revenue growth is even bigger than anticipated. Gartner’s forecasts account for seats and per-user licenses sold, but CCaaS is a radically different commercial proposition as well as a new technology. The old model of buying and operating premise-based equipment is not attractive to many customers in a straitened economic climate. CCaaS enables customers to pay according to successful use, rather than making a large, high-risk capital investment.”
Taylor noted, “The cloud model allows us to offer our customers flexible pricing options, making it easier for them to put together a compelling business case. From our perspective, this means there are many situations when the transactional element can be worth more than the hosting, something that might not be factored into forecast models. Once these are taken into account, we think the prospects for the CCaaS market are even more exciting.”