Contact Center Market Shows Increasing Demand for
Full-Featured, Flexible, & Reliable Technologies
Today’s contact centers have a growing range of technology choices, allowing
them to pick the best fit for their business. While the traditional premise model still
offers the most value for many organizations, the market has seen a sharp rise in
demand and growth for the cloud model over the past few years. Frost & Sullivan*
predicts the total North American market for cloud contact center solutions
is growing at 11.6 percent a year, and expects to see an increasing interest in
international markets where cloud adoption has been slower to take hold. The
cloud model has evolved to become a viable model for a number of companies.
Cloud solutions can help companies save costs, increase flexibility, and ‘future-proof’
their technology platforms. Once the leading driver, the financial benefits of moving
costs from capital to operating expenses continue to play a key role. However,
today’s enterprises can also benefit from a wide range of advantages offered
by the cloud model, including: reduced hardware footprint and maintenance;
flexibility and scalability; faster deployment; and ease of support for remote sites
and agents. Concerns from early cloud products regarding security, functionality,
continuity, and control have diminished through platform improvements.
For companies looking at cloud platforms, full-suite cloud solutions deliver greater
total cost of ownership (TCO) savings than best-of-breed cloud products with limited
functionality. Companies can also benefit from selecting a vendor that offers both
on-premise and cloud options, as these providers can present increased flexibility
and integration for enterprises that do not want to be locked in to one model or
the other.
Since introducing our enterprise-strength cloud solution in 2011, Noble Systems has
seen the rapidly growing appeal of full-suite cloud contact center applications firsthand. While demand for our premise solutions remains strong, one-third of our new
sales in 2014 were on the cloud platform and total cloud revenues grew by 79%.
Driven by this growth, we also achieved
a significant milestone with our Noble®
Enterprise Cloud platform, as Noble’s cloud
solution client base surpassed the one billion
call run rate mark in cloud calls processed.
More importantly, Noble Systems delivered
a total uptime percentage of greater than
99.999% across all of its cloud network,
providing the high availability performance
that is critical to clients’ operations. This
reliability was achieved through Noble
Systems’ deployment of an enterprise-class infrastructure and is supported by the
design of the Noble cloud software, which allows for multiple levels of redundancy.
We are pleased with the results that we have had from our entry into the cloud
segment and are excited by the engagement of new clients. Noble Systems’
offering of true enterprise alternatives for both premise and cloud environments,
and our focus on delivering a superior level of service, demonstrate our commitment
to providing flexible solutions that fit our clients’ unique business needs. Noble’s
innovative technologies and rock-solid performance and availability are key to
helping our users achieve their goals.
To learn more about Noble’s enterprise-class premise, cloud, and hybrid premise/
cloud contact center solutions, contact your account manager.
*Source: Frost & Sullivan, Cloud Contact Center Market Trends: Movement from Best-of-Breed to Suites
Letter from the CEO
A Year of Milestones
and Great Expectations
for the Coming Year
2014 was an exciting year at Noble
Systems, from celebrating milestone
James K Noble, Jr
events such as our 25th anniversary
and the opening of a new corporate headquarters,
to realizing innovatory developments in our product
offers. Throughout this newsletter, you will read about
some of these recent highlights. I am confident in
saying that there are more to come in 2015.
The Noble Cloud user base continues to grow,
following market trends that show an increasing
adoption rate for the cloud model. Cloud sales
made up a significant portion of our new client
acquisitions last year. With a full-featured, enterpriseclass solution, Noble’s cloud users get the power of
our contact center technologies combined with cost
savings and increased flexibility for their operations.
But a cloud solution is only effective if it is reliable,
and Noble’s cloud services team has worked hard
to ensure that our system provides the “five-nines”
service level that is critical to performance in the
hosted landscape. The high-availability enabled our
cloud users to hit a call run rate of over one billion
calls. And with the extension of our cloud platform
to the APAC region this year, and growing cloud
acceptance in EMEA, we expect our cloud business
to remain a prominent part of our business strategy.
Our product development group continues to
build innovative tools that solve our clients’ business
needs, such as the CallTech Total Con tact feature,
which identifies the best time to contact customers
using wireless and landline numbers. With increased
regulations, such as TCPA wireless dialing rules,
creating better contact strategies is more crucial
than ever to maintaining high productivity. New tools
for IVR management, including automated speech
recognition for call routing and IVR in-call recording,
are included in our new Maestro upgrade. For
multichannel communications, a new messaging
component and web chat support are coming soon.
The labors of our development team are enhanced
by the work of our intellectual property group. Per
employee, Noble Systems filed more patents over
the past two years than IBM, Google, or Apple. Our
patent attorneys and the entire Noble team work
together to identify pioneering technologies to grow
our IP holdings, helping to protect our investments
and yours.
Our annual SNUG conference series is quickly
approaching, and I am looking forward to meeting
with our clients in this energizing environment.
The chance to share Noble’s achievements and
introduce our latest products, and to watch our users
exchange their knowledge and experiences, is a
rewarding undertaking, and one which invigorates
our entire team. We hope to see you there!