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The key drivers behind Cloud Contact Centre

16th November, 2015

Traditionally in the call centre and customer service space technology solutions were purchased and owned by the organisation and installed on their office site, giving them full control and ownership of their platform. However as communications technology embraced Internet Protocol (IP), contact centre platforms started to consolidate from multiple premises locations to single data centre or service provider locations. This more recent CCaaS evolution, which started in the mid- to late 2000s, embraces data centre deployments of technology, but is offered as a utility license for which organizations subscribe to services and pay on a monthly basis, in place of owning any contact centre infrastructure or right to use licenses.

The growth in CCaaS has most recently been highlighted by Gartner and their first ever Magic Quadrant released for Contact Centre as a Service, Western Europe. “The CCaaS market in Western Europe is maturing such that IT leaders and customer service organizations have a range of competitive offers to consider in place of more traditional, premises-based contact centre infrastructure.” In this report Gartner assessed the current state of the market and positioned 10 organisations on their Magic Quadrant based on their ability to execute and completeness of vision – to read the report, please click here.

Therefore although it is a growing market, it is still very new and organisations who have traditionally invested in on premise solutions are still unsure of the drivers and benefits of CCaaS. mplsystems have therefore highlighted the top 3 drivers of CCaaS and the benefits it could bring over a traditional premises-based contact centre platform.


One of the key drivers behind the growth of CCaaS is the switch for organisation from Capital expenditure (capex) to operating expenditure (opex). Those businesses that still operate traditional premises-based platforms would have invested large amounts of money in procuring the technology and then face further high cost when needing to upgrade their system. CCaaS allows organisations to avoid the big upfront investment costs by paying month by month, making it cost-effective for not only large organisations but for smaller contact centres who do not have the capital expenditure for an on premise solution. Alongside this shifting from a capex purchase model to an opex purchase model can make replacing the system more affordable than doing an upgrade

Scalability, Flexibility & Price Elasticity

When procuring a premises-based solution, the business is then tied to the functionality and end up either paying for lots of extra functionality they do not need, or not being able to add further functionality that they require as their business changes. With a CCaaS model the business is given a degree of flexibility that allows them to increase license count or add or take away certain functionality if and when needed. For example if a contact centre that’s head count is largely impacted by seasonality, they are able to adjust license numbers on a monthly basis, therefore only ever paying for what they require. Further to this, if the organisation is running a new campaign, or would like to trial a new feature of the contact centre platform, they are able to trial this without investing large amounts of money upfront due to the flexibility of monthly licenses.

Rapid Deployment & Support

Whilst traditional, premises-based contact centre platforms often take a lot of planning, resource and time. Deployment times for CCaaS solutions, including environments requiring customization, typically are much shorter than those for premises-based deployments or major upgrades. This fast deployment comes as a result of no expensive, large scale hardware needing to be ordered, delivered and implemented at the customer site, as well as the simplicity of setting up new user licenses via the cloud. From a support perspective, a CCaaS model allows the internal IT team to focus on the businesses core infrastructure support, whilst the contact centre platform is managed by an outsourced supplier.

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