by Frank Bergman
What does the future of the cloud industry look like? Several technology industry experts came out this week and spoke to CloudTweaks.com regarding their cloud computing analysis and predictions.
Bill Claybrook, marketing research analyst, said Software as a Service (Saas) will become very important to consumers throughout the year, especially in the mobile market. Mark Eisenberg, a tech consultant, sees Infrastructure as a Service (IaaS) as a dominant force in the market. Meanwhile, Dan Sullivan, author and systems architect, believes an increasing variety in the tech world for consumers.
Whatever viewpoint technology experts have, the cloud industry is a booming market. According to research by Gartner, the public cloud services market could grow by $20 billion, or 18 percent, in 2013 to a total of $131 billion, Projections suggest that cloud spending could very well top $677 billion.
Security is a major factor, however. “Ultimately users are looking for confidence and reassurance that their data will be secure in the cloud, and that their chosen supplier is trustworthy and capable of supporting their business needs,” said Richard Pharro, chief executive of the certification organisation, APM Group, in an interview with Computer Weekly.
Echopass Corporation is a firm that is assisting in the enormous growth of the cloud industry by creating cloud-based contact center solutions. The IP-based call and contact center for public agencies and businesses that vary in size offers a range of services through its EchoSystem service integration platform.
Through the combination of leading partner technologies and services, it has become one of the leading SaaS providers in the cloud market. For more than a decade, Echopass has aided businesses with roughly 20,000 agents in different infrastructure environments, sites and complex applications.
Based in Pleasanton, California, Echopass provides an assortment of cloud-based contact center benefits, including quick wait-times, reductions in costs, improved business acumen and a conversion in IT and business applications and many more advantages.
Since its foundation in 2000, Echopass has rejuvenated firms’ relationships with its clientele. This is an important aspect, especially considering that research has suggested that customers are willing to spend more money and time with a company that provides a positive customer service experience. Some of the issues it can resolve is to handle customers efficiently, accurately and rapidly.
It does this by implementing several features, including integrated multi-channel access, chat and co-browse integration, flexible callback options, social media integration, mobile access and last agent routing
For the past five years, Overstock.com has saved more than $26 million because of the services offered by Echopass. Much of these savings came from the use of the organization’s cloud-based contact center.
With these results, the industry is putting Echopass under a microscope. Frost & Sullivan named Echopass as North American hosted contact center market share leader for the second consecutive year.
“As enterprise deployments are poised to grow faster in the next few years, the hosted sector is becoming more segmented by size and complexity of deployment,” said Keith Dawson, Frost & Sullivan Principal Analyst, in a press release. “In a fragmented and highly competitive market space, Echopass is one of the longest-tenured pure contact center hosting companies to come out of the ASP segment.”
The Echopass website consists of an extensive page of resources that helps visitors understand intricate issues and topics related to the cloud industry. Some of the features include analyst insights, webinars, videos, business solutions and whitepapers.