customer

CustomerZone360 NEWS

CustomerZone360 Home

Study Notes Contact Centers Are Increasingly Moving to the Cloud

By Paula Bernier November 07, 2016

In case there was ever any doubt, a new study indicates that cloud-based contact center technologies are gaining momentum and that companies of all sizes are embracing this new model.

The report is called Cloud Contact Centers Gaining Share, and it is based on a September/October survey of 154 respondents in the U.K. and the U.S. 8x8 Inc. and CCNG Contact Center & Customer Care Industry Professional Network collaborated on the study.

A quarter of respondents said they have cloud-based contact centers today. Twenty-eight percent have transitioned their contact centers to the cloud in part, and 21 percent plan to move to the cloud within the year. Meanwhile, about 75 percent of those surveyed say they understand the value of the cloud.

The study also pushed the message that analytics and omnichannel are important in the contact center. Of those surveyed, 52 percent of respondents said they use quality management software, 47 percent said they use survey tools, and 25 percent said they leverage customer journey metrics. As far as non-voice channels, 85 percent said email is the most widely adopted channel and 50 percent said website-based communication is their top channel outside of voice. Next came chat at 46 percent, and social media at 37 percent.

“The adoption of cloud-based communications and contact centers are key to the future of work, especially with an increasingly mobile, global and remote workforce,” said Enzo Signore, CMO, 8x8. “However, to usher in today’s new era of business communications and collaboration, organizations must also be willing to fully integrate powerful new technologies like quality management and analytics. This will enable companies to enhance agent performance, staffing efficiency and customer service while also controlling costs.”

According to MarketsandMarket, the cloud-based contact center market will grow from $5.43 billion this year to $15.67 billion by 2021.




Edited by Alicia Young

Executive Editor, TMC

SHARE THIS ARTICLE
Related Articles

Adding Accuracy to the Contact Center: Very NICE

By: Maurice Nagle    5/10/2019

The contact center requires precision and accuracy in its processes, but like a golfer taking an approach shot it's not always so easy to stick it clo…

Read More

On-Premise vs Cloud-Based: Which System Is Best for You

By: Special Guest    4/26/2019

Companies use different kinds of systems to manage their data and processes efficiently. Take for instance a sports club, which could use sports club …

Read More

Would You Know if Your Enterprise Content Management Wasn't GDPR-Compliant?

By: Special Guest    4/12/2019

ECM refers to the combination of methodologies, strategies or software tools used to gather, manage, store, preserve, and deliver the information that…

Read More

Top 4 Tips to Improve Customer Service Experience

By: Special Guest    4/11/2019

There's no denying how crucial the customer service experience is to business success. After all, as consumers ourselves, we often base our decisions …

Read More

The Future of CX: Personalized, Immersive Friendly and Very, Very Smart

By: Special Guest    4/10/2019

Customer Experience (CX) is becoming a great priority for Communications Services Providers (CSPs), also known by some as "telcos" and, earlier this m…

Read More