Call center services provider Communication Solutions has partnered with Connect First, which offers cloud routing solutions for the direct response industry. The company has been named a Certified Cloud Routing Destination for Connect First, bringing with it a variety of advantages.
Communication Solutions will have an elevated status among the company’s partners, taking advantage of Connect First’s cloud routing hosted solution to enable intelligent load balancing of inbound calls to multiple contact centers. The service provider, which specializes in business-to-consumer and business-to-business call center services, will be able to pass along the efficiencies to its customers.
The Connect First ACD lets customers better manage multiple call centers and helps enable a lower cost to route calls. The solution also provides intelligent call routing, comprehensive reporting and monitoring and better answer rates than other offerings, according to the company. Additionally, the offering gives customers a window into the productivity and resource availability of multiple call centers, which enables real-time monitoring and adjustment of call routing.
Cloud technologies are increasingly being adopted in the contact center, and service providers like Communications Solutions are quickly realizing their benefits and efficiencies. A recent survey from Interactive Intelligence (News - Alert) found that in the UK alone, 78 percent of those queried had begun migrating to the cloud.
“The cloud model has seen unprecedented demand and growth in the contact center market over the past few years,” states an executive brief from Frost & Sullivan (News - Alert) titled “Cloud Contact Center Market Trends.” The research firm estimates the total market comprising best-of-breed and full-suite hosted and cloud contact center solutions to be worth $1.4 billion in North America. That represents 11.6 percent growth per year and includes combined spend on hosted and cloud-based ACD, IVR, outbound contact, chat, quality monitoring, workforce management, and analytics applications.
Connect First provides a variety of cloud-based and software-as-a-service (SaaS (News - Alert)) contact center offerings. These include cloud routing, inbound ACD, outbound dialing, call tracking, IVR and predictive dialing. Earlier this year, the company collaborated with research firm DMG Consulting on “The Executive Guide to Cloud-Based Contact Centers,” which examines the major factors pushing adoption of cloud-based contact center infrastructure and technologies.
Edited by Alisen Downey