11 Facts You Need to Know About the Cloud

 
 
By Dennis McCafferty  |  Posted 11-13-2014 Email
 
 
 
 
 
 
 
 
 
  • Previous
    Sky High
    Next

    Sky High

    The public cloud services market will exceed $180 billion by next year.
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    Dollar Spend Value
    Next

    Dollar Spend Value

    The public cloud will account for $1 out of every $7 spent on packaged software, server and storage in 2015.
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    Internal Pushback
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    Internal Pushback

    83% of organizations experience roadblocks when deploying clouds, and 68% say the obstacles are related to people, processes, politics and other non-IT related factors.
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    Transition Plan
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    Transition Plan

    70% of companies using premise-based call centers plan to move them to the cloud, citing lower TCO (55%), business continuity (53%) and scalability (53%) as the top reasons.
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    Highly Responsive
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    Highly Responsive

    Companies that deploy contact centers in the cloud spend 27% less than their peers on their annual costs, and experience a 8% to 22% improvement in first-contact resolution rates.
  • Previous
    Win-Win
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    Win-Win

    Organizations save 15% in IT personnel costs by transitioning from premise-based contact centers to cloud-based ones, while improving uptime by 35%
  • Previous
    Get Employees on Board
    Next

    Get Employees on Board

    Clearly demonstrate the cloud's capability to improve collaboration and work processes instead of forcing it on the organization.
  • Previous
    Invest in Training Time Upfront
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    Invest in Training Time Upfront

    Employees will be more likely to embrace new cloud tools if they're properly schooled on how to use them right from the start.
  • Previous
    Think Beyond Present Tense
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    Think Beyond Present Tense

    Choose vendors based on their agility, ecosystem, interoperability and likely future innovation road map, because your needs will change over time.
  • Previous
    Integrate With Customers in Mind
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    Integrate With Customers in Mind

    Cloud-based CRM tools should be integrated to get a comprehensive view of the customer experience: from the sale to customer service to feedback and follow-through.
  • Previous
    Plan for Failure
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    Plan for Failure

    Outages happen, but if you incorporate comprehensive backup policies and practices into your cloud model, you'll be ready for them.
 

This is the first year that the majority of organizational workloads are expected to take place in the cloud, which means that CIOs need to gather actionable information about this dominating tech topic. Given all of the interest, TeleTech has come up with the following combination of revealing statistics and best practices about cloud deployment. Much of the focus here is on the customer experience and call center operations—and for good reason: One-third of an average company's customers undergo poor experiences with the organization, and a mere 10 percent improvement in customer service can translate to more than $1 billion in increased revenue and other benefits. The cloud can make a major difference here, as cloud-based contact centers are 27 percent more likely to have access to integrated customer relationship management (CRM) systems than those that are premise-based. TeleTech, a global provider of analytics-driven  customer experience solutions, has compiled the following research from a number of respected organizations, including Gartner and Evolve IP.

 
 
 
 
 
Dennis McCafferty is a freelance writer for Baseline Magazine.

 
 
 
 
 
 

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