{"id":3964,"date":"2021-02-24T06:18:10","date_gmt":"2021-02-24T06:18:10","guid":{"rendered":"https:\/\/www.acefone.com\/blog\/?p=3964"},"modified":"2025-11-20T07:15:04","modified_gmt":"2025-11-20T07:15:04","slug":"stats-that-will-make-shift-to-cloud-hosting","status":"publish","type":"post","link":"https:\/\/www.acefone.com\/blog\/stats-that-will-make-shift-to-cloud-hosting\/","title":{"rendered":"Top Most Hosted Call Centre Statistics That Will Make You Shift To The Cloud"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Contact centers are an integral component of organisations. They help facilitate seamless communication between the target audience and your business. And considering how important support interactions are, you shouldn\u2019t leave any stone unturned to deliver the best of customer experiences.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Callers value contact centers that offer round-the-clock-availability, approachable representatives, and prompt resolutions. Businesses, on the other hand, value call centers that are cost-effective and centralised with a robust infrastructure to work even during critical situations like a natural disaster.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So, with these varying expectations, what kind of a contact center do you think will succeed and sustain in today\u2019s competitive ecosystem?<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.acefone.com\/solutions\/cloud-contact-center\/\">Cloud based contact center solutions<\/a> come with the aforementioned capabilities and much more to enable frictionless communication between the customers and your business.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Before we delve into the intricacies of cloud-hosted contact centers, let us understand more about them.<\/span><\/p>\n<h2>What Is a Cloud-Hosted Contact Center?<\/h2>\n<p><span style=\"font-weight: 400;\">A cloud-hosted contact center is one that is hosted on a centralised server. Contact center data is placed in this centrally accessible repository. Furthermore, it allows access to business-sensitive information irrespective of the agent\u2019s location.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Cloud contact centers also facilitate multi-channel communication through email, chatbox, social media, and voice channels.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This capability of cloud contact centers paves the way for efficient customer service and, hence, creates a positive impact on customer experiences.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Moreover, cloud service providers ensure end-to-end support for the cloud-hosted environment. This includes maintenance, regular updates, taking care of security patches, disaster recovery, and scaling infrastructure based on specific needs.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With that in mind, let us delve into a few important statistics that throw light on the importance of cloud contact centers.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Cloud contact centers have <\/span><span style=\"font-weight: 400;\">lower abandonment rates<\/span><span style=\"font-weight: 400;\"> when compared to on-premise contact centers.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Cloud contact centers are 27% cheaper and lower the possibility of downtime by 35% when compared to on-premise contact centers.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">73% of cloud contact centers prove that the capability to provide increased uptime is the primary reason to embrace the cloud.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">72% of users state that obtaining access to applications through on-premise centers is expensive.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">70% of contact center users identify high-end security and best compliance practices available in the cloud as the major reason to invest in it.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Still, confused about migrating to the cloud? Here are a few more statistics that will change your mind.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Customer satisfaction is considered to be the most important metric according to 95.7% contact center professionals.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a class=\"acefone_web_click\" href=\"https:\/\/www.walkerinfo.com\/knowledge-center\/featured-research-reports\/customers-2020-a-progress-report\" target=\"blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">Customer service<\/span><\/a><span style=\"font-weight: 400;\"> will be given more importance when compared to the price of the product and will be the key differentiator.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a class=\"acefone_web_click\" href=\"https:\/\/www.pwc.com\/us\/en\/advisory-services\/publications\/consumer-intelligence-series\/pwc-consumer-intelligence-series-customer-experience.pdf\" target=\"blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">86%<\/span><\/a><span style=\"font-weight: 400;\"> of customers are willing to pay more for a great customer experience.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">70% of customers wish for a consistent and seamless process when they contact a brand using any customer service channel.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">58% of customers state that the quality of service impacts their choice of brand.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Poor customer service costs businesses a whopping $75 billion annually.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">88% of customer service professionals state that customer expectations have grown with time.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Sources: <\/span><a class=\"acefone_web_click\" href=\"https:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/2018StateofGlobalCustomerServiceReport.pdf\" target=\"blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span style=\"font-weight: 400;\">, <\/span><a class=\"acefone_web_click\" href=\"https:\/\/www.forbes.com\/sites\/shephyken\/2018\/05\/17\/businesses-lose-75-billion-due-to-poor-customer-service\/#32e9850b16f9\" target=\"blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">Forbes<\/span><\/a><span style=\"font-weight: 400;\">, <\/span><a class=\"acefone_web_click\" href=\"https:\/\/www.salesforce.com\/research\/customer-expectations\/\" target=\"blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">Salesforce<\/span><\/a><span style=\"font-weight: 400;\">, <\/span><span style=\"font-weight: 400;\"><a class=\"acefone_web_click\" href=\"https:\/\/blog.hubspot.com\/service\/customer-service-2019\" target=\"blank\" rel=\"nofollow noopener noreferrer\">Hubspot<\/a><\/span><\/p>\n<p><span style=\"font-size: 20px; font-weight: 600;\">1. Cloud-hosted contact centers boost efficiency<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Contact centers can no longer be limited to just phone calls. Customers now look for multiple ways of reaching out to your business. Cloud contact centers ensure multimodal communication through video calls, SMS, chat, and voice calls.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">These statistics will further throw light on the significance of these capabilities.\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">66% of consumers prefer brands that have more than one communication channel.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Almost 92% of organisations offering multiple contact channels identify customer experience as a significant factor to attract customers.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">59% of customers prefer organisations that seriously take up complaints posted on social media.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">35% of customers wish to be able to reach out to the same contact center agent from any of their preferred communication channels.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Email is the preferred medium of communication with a brand for 54% of customers.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Web and email are cheaper mediums of contacting a brand. They cost 81% of the voice medium.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">66% of companies use live chat for B2B and B2C contacts.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Live chat is preferred by 41% of consumers when contacting customer support.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Sources: <\/span><span style=\"font-weight: 400;\">Marketing Week<\/span><span style=\"font-weight: 400;\">, <\/span><a class=\"acefone_web_click\" href=\"https:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/2018StateofGlobalCustomerServiceReport.pdf\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span style=\"font-weight: 400;\">,<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><a class=\"acefone_web_click\" href=\"https:\/\/www.forrester.com\/report\/2018+Customer+Service+Trends+How+Operations+Become+Faster+Cheaper+And+Yet+More+Human\/-\/E-RES142291\" target=\"blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">Forrester<\/span><\/a><span style=\"font-weight: 400;\">, <\/span><a class=\"acefone_web_click\" href=\"https:\/\/icmi.com\/resources\/2019\/the-metrics-of-contact-center-productivity\/\" target=\"blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">ICMI<\/span><\/a><span style=\"font-weight: 400;\">, <\/span><a class=\"acefone_web_click\" href=\"https:\/\/www.zoho.com\/salesiq\/ebooks\/live-chat-software-buyer-guide.html\" target=\"blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">Zoho<\/span><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Furthermore, according to <\/span><a class=\"acefone_web_click\" href=\"https:\/\/www.marketsandmarkets.com\/Market-Reports\/cloud-based-contact-center-market-160166082.html\" target=\"blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">this<\/span><\/a><span style=\"font-weight: 400;\"> report, the global cloud-based contact center market is expected to grow at a CAGR (Compounded Annual Growth Rate) of 25.8% to reach USD 36.1 billion by 2025 from USD 11.5 billion in 2020. The prime reasons behind this are the enhanced reliability, security, and scalability that help businesses exceed expectations. <\/span><\/p>\n<p><span style=\"font-size: 20px; font-weight: 600;\">2. Ability to scale<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Cloud contact centers come with several state-of-the-art capabilities like the flexibility to scale operations based on unique business requirements. For example, consider a scenario wherein your business has a sudden requirement of infrastructural resources due to an unexpected spike in the inflow of calls. <\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Equipped with a cloud contact center, all you will need to do is inform your cloud services provider and then rest assured that your infrastructure will scale up within minutes. The best part? This capability to scale up comes as a pay-as-you-use model.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So, you only need to invest in additional resources as long as the increased demand lasts and can conveniently scale down later. This ensures a cost-effective yet competent manner of using resources by eliminating wastage of infrastructural capacity.<\/span><\/p>\n<h3><b><\/b>3. Equipped with features for better productivity<\/h3>\n<p><span style=\"font-weight: 400;\">Cloud-hosted contact centers come with numerous next-gen features like auto-diallers, <a class=\"acefone_web_click\" href=\"https:\/\/www.acefone.com\/blog\/ivr-is-suitable-for-both-small-and-large-enterprise\/\">IVRs (Interactive Voice Response) systems<\/a>, auto-attendant systems, and monitoring tools.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Auto dialers improve agent productivity while facilitating inbound and outbound calls often at a significantly lower <a href=\"https:\/\/www.acefone.com\/blog\/auto-dialer-cost\/\"><b>auto dialer cost<\/b> <\/a>than traditional systems. IVR systems direct the customers to the desired department. And monitoring tools enable business owners to gauge the performance of their workflows and in-house agents.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Check out these statistics to know more about the importance of these features:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a class=\"acefone_web_click\" href=\"https:\/\/www.callcentrehelper.com\/the-benefits-of-using-an-automatic-dialer-32845.htm\" target=\"blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">\u00a0<\/span><span style=\"font-weight: 400;\">Reports<\/span><\/a><span style=\"font-weight: 400;\"> suggest that the use of auto-diallers contributes towards enhanced productivity, about 200 to 300% more when compared to the use of manual dialling in an hour.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u00a0<\/span><span style=\"font-weight: 400;\">The first impression of an auto attendant on a consumer plays an important role.<\/span> <span style=\"font-weight: 400;\">Reports<\/span><span style=\"font-weight: 400;\"> say that the phone is the preferred medium to contact a business for 48% of respondents.<\/span><\/li>\n<\/ul>\n<h4>Wrapping up<\/h4>\n<p><span style=\"font-weight: 400;\">Undoubtedly, cloud-hosted contact centers are here to stay and help businesses reach greater heights. They offer a wide array of benefits like cost-effectiveness, state-of-the-art features, and easy accessibility, as we discussed above.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Hopefully, these statistics and points will reiterate the importance of cloud-hosted contact centers and why they are a must-have for current-day businesses.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Contact centers are an integral component of organisations. They help facilitate seamless communication between the target audience and your business. And considering how important support interactions are, you shouldn\u2019t leave any stone unturned to deliver the best of customer experiences. Callers value contact centers that offer round-the-clock-availability, approachable representatives, and prompt resolutions. Businesses, on the [&hellip;]<\/p>\n","protected":false},"author":37,"featured_media":19763,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[114,185],"tags":[],"class_list":{"0":"post-3964","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-business-communications","8":"category-contact-center"},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.4 (Yoast SEO v26.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Most Intriguing Cloud Hosting Statistics<\/title>\n<meta name=\"description\" content=\"Catch up with a few of the trending statistics that prove the importance of cloud-hosted contact centres. 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