As we’ve blogged about before, migrations to the cloud are well underway for contact centres worldwide.
Projected growth of cloud telephony
Now, recent research by Transparency Market Research has confirmed the mass migration is set to continue, with cloud telephony forecast to grow at a compound annual growth rate of 17.2% between 2018 and 2026. This leaves them predicting that cloud telephony services market revenue will reach US$ 41,768.3 million by 2026.
They found that North America was the dominant region, accounting for more than half of the global market share, and predicted that this would continue, contributing over US$6 billion to this growth.
They predict that Asia Pacific will also see marked growth in cloud telephony services due to large enterprises making the switch to cloud-based solutions and the introduction of low-cost mobile phones and tablets in the region. They do predict, however, that regulatory compliance issues and limitations on internet speed and infrastructure may hamper growth in the region.
Concerns when migrating to cloud telephony services
The report highlights concerns that there are many pieces of the puzzle that need to be operating in harmony to ensure the success of cloud-based telephony. For companies considering migrating, the smooth functioning of cloud telephony relies on successful SIP trunk calls, which, in turn, rely on the interoperability between on-premises and localised devices, telecoms carriers and the cloud-based solution itself.
Data security concerns are also a factor, as organizations weigh up concerns about cyber attacks.
What can go wrong with a SIP migration
One of our recent blogs went into more detail on the reported issues when companies do make the switch to VoIP/SIP, with findings from the SIP School showing that, where problems occur, the most common are with CODEC mismatches and experiencing one-way audio.
Despite concerns and issues, we’ve also discussed how 61% of contact centres surveyed are already using the cloud, or in the planning/consideration stage of doing so, which certainly backs up the projected growth of the cloud telephony market by Transparency Market Research.
Testing to avoid problems with migrations
Many of our recent new customers have come to us because they’re migrating to cloud services and want to ensure there are no adverse knock-on effects for their customers. Testing pre-migration to measure a baseline of connectivity and audio quality, and then post-migration to uncover any changes, provides an objective view of your customer’s experience throughout.
Testing in this way can also provide valuable troubleshooting information to help pinpoint any issues and fix them quickly - ensuring your migration to the cloud goes smoothly.