Aberdeen Group: Hidden Financial Benefits of the Cloud

Over the past several years, Aberdeen has been monitoring the adoption of enterprise applications in the public cloud. Critical business applications, such as email, document management, and collaboration tools, traditionally installed as on-premise software are being replaced by solutions offered by service providers in an on-demand, pay-per-user model. The economics of cloud computing are particularly compelling in the contact center where organizations are enjoying a 32% reduction in Total Cost of Ownership (TCO) as a result of cloud migration. However, many enterprises satisfied with the hard-dollar returns in the contact center, fail to measure and fully exploit the less obvious benefits and savings. A simple cost comparison is not nearly sufficient to understand the full value to the organization. This document identifies four categories of non-obvious benefits that come from migrating to and/or deploying cloud-based solutions into the contact center architecture.