Cloud contact centre market doubles


Tuesday, 06 October, 2015


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A report by Frost & Sullivan has found the Australian cloud contact centre market grew by 99.1% in 2014 and is set to be worth $51 million by 2021.

This significant growth generated new revenue in the Australian market of over $6 million in 2014, positioning Australia as a leader in the region.

According to the report, the growth was reinforced by increased cloud adoption by SMBs.

“Cloud as a platform will enable various technologies such as mobility, WebRTC, mobile self-service via applications and web self-service to soon become a reality in the contact centre space,” said Audrey William, head of ICT Research, Frost & Sullivan Australia & New Zealand.

“The uptake of cloud contact centre solutions has been largely driven entirely by the SMB segment. Costs associated with consulting, implementation, maintenance and service are quite high for the on-premise model for many SMBs.”

The report indicated that the cloud contact centre market was becoming highly attractive to Australian businesses due to key factors such as the significantly lower cost to implement, the pay-as-you-go model, and the ability to mobilise a workforce and have any mobile phone operate as a mobile contact centre.

The report also says that the cloud contact centre market will experience a compound annual growth rate (CAGR) of 35.4% between 2014 and 2021.

Almost 95% of Australian businesses have internet access, with almost 70% of Australian businesses are using cloud services. Of the latter, about 20% are using paid cloud services.

Amongst all the countries that Amazon Web Services (AWS) operates in, Australia is ranked as being in the top three for cloud adoption maturity and growth.

Industry veteran and IPscape CEO Craig Neil said this immense growth in the market not only demonstrates Australia’s forward-thinking approach to cloud, but also presents a significant opportunity for tech companies.

“The trends we are seeing in the Australian market show that it is maturing significantly in its adoption of cloud technologies, not only in the contact centre space but across a range of industries,” he said.

Image courtesy Plantronics Germany under CC

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