IDC: Cloud-Based Applications to Transform Customer Service: Midsize Contact Centers in Transition

idc:-cloud-based-applications-to-transform-customer-service:-midsize-contact-centers-in-transition

A global survey finds cloud solutions deployed in nearly 50% of mid-sized contact centers worldwide, with an additional third in the process of implementation.

To remain competitive in an increasingly customer-centric world, mid-sized contact centers are undergoing digital transformation. IDC surveyed companies in 27 countries to examine current market dynamics of cloud-enabled customer service environments. Eighty-five percent of survey respondents fell within the small to mid-sized category, having contact centers with 300 seats or fewer.

Get this paper to access complete survey results by region and to gain key insights, including:
• 75% of organizations have benefited from incorporating new features such as mobile apps and chat bots without much investment, a key advantage of using cloud
• More than 70% of organizations that use cloud-based applications in contact centers have benefited from an improved customer experience
Drivers, benefits and challenges for adopting cloud contact center technology

Loading...

Related Articles

5 Most Influential Contact Center Trends and Business Benefits

While the overarching importance of customer service has been a main business component for decades, technology and c...

How Big Does Your Business Need to Be for "Big Data"?

The concept of “Big Data” is often mistook my smaller companies as a business building component reserved...

AI 101

AI technology is becoming a strong force in the business software industry, and more applications of AI are surfacing...