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Frost & Sullivan: first Cloud based regional report

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As anticipated here in Call Center News, Frost & Sullivan conducted their first report about Cloud Model, including new players and market segments. Juan Manuel González, the company´s Research Manager, shared with us the most attractive results of the research.

“This is a Market Insight type of investigation. Although it includes partners and carriers besides vendors, it only gives general trends, and not specific statistics”, González admitted, before ensuring that the biggest vendors had not appeared too proactive yet, but they will increase their participation in the near future: “Avaya and Genesys already have the service, but it´s not a big part of their traditional sales offer. Nevertheless, we are confident that they will form a solid strategy in the region. We believe that 2014 will find both companies with strong offers”.

The prestigious consulting firm´s executive talked about Interactive Intelligence´s role as pioneers in offering this style of infrastructure, and also high-lighted TecnoVoz and their very interesting strategies. “The first big conclusion is the readjustment of some players that are not traditionally the biggest, but are coming strong in this service. Meanwhile, the most dominating companies are still moving at a slow pace”, the interviewed stated.

“Inside this scheme, service providers become a key link in the product sale´s chain. They function as partners, taking the service provider role that, very often, lots of vendors don´t want to take. In these cases, the partner is not only the face in front of the client, but also counts with the intelligence to create their own solution, and the capability to give the service” González pointed, emphasizing the vendor´s attitude, looking to fit in this business mode.

With lower cost and easy payment, constant access to new technology, flexibility and safety as 4 main drivers, the Cloud model, that already represents 20% of industry´s income, will have an explosive growth next year, according to Frost & Sullivan. This is because most of the bigger companies will start practically from scratch.

In González´s opinion, this evolution will be more pronounced in small and medium companies. In addition, this change will never get to be full: most of the companies will migrate to a hybrid offer, mixing the different available solutions.

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