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

Five Trends Shaping the Future of Customer Support

By: Special Guest    1/20/2020

Few industries are evolving at a faster pace than customer service and support. With an influx of new technologies, contact centers have a wealth of d…

Read More

CUSTOMER Magazine Announces Recipients of the 2019 Customer Experience Innovation Awards

By: TMCnet News    12/23/2019

TMC announced today the winners of 2019 Customer Experience Innovation Awards, presented by TMC's CUSTOMER magazine.

Read More

7 Convincing Reasons for Outsourcing Your Call Center

By: Special Guest    12/23/2019

You run a successful business, or maybe you've just started. You have a highly ambitious team in place; You have it all figured out. Resources, check.…

Read More

How Casino Software Gives the Player the Best Online Customer Experience

By: Special Guest    12/11/2019

People don't play casino games like they used to. While in years gone by many casino enthusiasts would have had to pay a visit to their favorite casin…

Read More

Improvement in Customer Quality Using AI

By: Special Guest    11/22/2019

Surely, most people have noticed by now how technology in total has changed our lives. Even if we don't notice it, it's there and it's made things eas…

Read More