“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 June 2024.



Since 2015, the use of cloud-based contact centre solutions has risen by 54% in the UK and 52% in the US.  


Cloud offers flexibility, scalability and agility, and has been key to organisations being able to maintain customer service levels during the pandemic through the use of remote working.


As we emerge from this, cloud is 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 dialing & interaction analytics
  • How cloud supports digital transformation and the use of AI
  • How to choose a cloud solution provider
  • Implementation costs, timescales and ROI
  • The results 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
    • AI in the cloud


Drivers and Inhibitors

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


Implementation and Usage

  • Pre-implementation
  • Performance & Reliability
  • ROI, TCO & Pricing
  • Vendor Selection
  • Proof of Concept, Trials & Implementation
  • Timescales

The Future of Cloud-based Contact Centre Solutions



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