“The Inner Circle Guide to Cloud-based Contact Center Solutions” is based on surveys with over 400 UK & US organisations. 

 

Each Inner Circle Guide is available for the US and UK. Updated October 2025.

 

 

84% of UK contact centres and 82% of US operations use at least one cloud-based contact centre solution.  

 

Cloud offers flexibility, scalability and agility, and became key to organisations during the pandemic through the use of remote working.

 

With hybrid working now well established, cloud is now playing a major part in supporting the move to digital service, and is helping to unlock the value that AI and analytics promises.

 

“The Inner Circle Guide to Cloud-based Contact Centre Solutions” investigates: 

  • The current and future use of cloud for call routing, recording, IVR, CRM, workforce management, outbound dialling & interaction analytics
  • How cloud supports digital transformation and the use of AI
  • How to choose a cloud solution provider
  • Implementation costs, timescales and ROI
  • Reported outcomes of using cloud-based solutions

 

To download this report, and to gain free access to all of ContactBabel’s research and analysis, please complete the registration form at the bottom of the page.

 

 

Report contents

 

Supplier Directory

 

What is cloud and who’s using it? 

  • Changes since 2012
  • Who is cloud most appropriate for?
  • Cloud use by contact centre size and vertical market
  • Use of cloud functionality
    • Call routing
    • Call recording
    • IVR / speech recognition
    • CRM / agent desktop
    • Workforce management
    • Outbound dialling
    • Interaction analytics

 

Drivers and Inhibitors

  • Financial
  • Digital Transformation
  • Flexibility & Agility
  • Supporting Remote Working
  • Functionality
  • Security & PCI Compliance
  • Results & Outcomes of Using Cloud

 

Implementation and Usage

  • Pre-implementation
  • Performance & Reliability
  • ROI & TCO
  • Vendor Selection
  • Implementation & Timescales

The Future of Cloud-based Contact Centre Solutions

 

 

To download “The Inner Circle Guide to Cloud-based Contact Centre Solutions”, as well as many other research reports, please complete the registration form below.

 

After this, you will have access to all of ContactBabel’s free end-user research and analysis.

 

If you have already registered, please log in here.

 

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