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
Contact Center software has become much more robust and is very much centered around strategically enhancing a custom...
Business adoption of VoIP solutions is growing quickly, making VoIP the new standard in business phone communications...