Cloud UC, Contact Centers Spur Service Provider Growth
In this sponsored post, Metaswitch Networks explains why service providers are particularly well positioned to offer cloud-based business services.
There was a time when only the largest enterprises had the IT and networking resources to support unified communications systems and customer contact centers. Those days are long gone, thanks to advances in cloud technologies and cloud-based business services. Today, large and small enterprises alike can take advantage of the productivity benefits that UC offers and the superior customer service that a well-run contact center can provide, without having to invest heavily in on-premises network infrastructure.
Cloud-based solutions make it easy for businesses to get the capabilities they need on an operating expense basis, without the hassle of premises-based solutions requiring capital expenditures on hardware and software, including servers and gateways. Cloud-based services are easier and faster to deploy, manage, and maintain than premises-based solutions, while providing more flexibility, business continuity, reduced complexity, and lower operational overhead.
Increasingly, businesses large and small are evaluating their communications service providers for these solutions. For service providers, this is good news. Cloud-based UC and contact center services represent major opportunities for new revenue and can be significant drivers of growth, according to a new white paper by Blair Pleasant, president and principal analyst at COMMfusion. Service providers adding cloud-based UC and contact center offerings can increase their share of enterprise wallet by 33% and enjoy the unprecedented customer loyalty relative to other products in their portfolio like basic voice and messaging.
Service providers are particularly well positioned to offer cloud-based UC and contact center services not only because of their existing broadband and back office infrastructures, but also because they often already have relationships with many businesses customers. In fact, according to a recent Metaswitch survey, an overwhelming majority of small and medium-sized businesses said they were likely or very likely to buy cloud services from their current service provider if offered at the right price.
As businesses of all sizes are increasingly looking to the cloud for software-based UC solutions and contact centers, service providers are well positioned to deliver these cloud-based business services -- especially those that can deliver a superior quality of experience relative to others that don't own and manage the broadband access network or the software platform from which the services are delivered.
To learn more about the opportunities for cloud-based UC and contact center services, please read the white paper, "How Hosted UC and Cloud Contact Centers Are Driving Service Provider Growth." Download today!