CLOUD CONTACT CENTER: DELIVERING AN ALL-IN-ONE CUSTOMER EXPERIENCE

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The Cloud Contact Center Executive Summary

In a recent survey of 205 enterprise IT professionals, No Jitter found that nearly 60% of respondent organizations use cloud communications, with more than half of those respondents doing so for both business users and contact center agents. Nearly 40% of respondents already use unified communications-as-a-service (UCaaS), with almost another quarter anticipating doing so within the next 12 months. Contact center-as-a-service (CCaaS) is growing in popularity as well, with more than one-third of companies already using or planning to use CCaaS in the next 12 months. What’s more, the survey revealed that nearly 20% of respondent organizations already had been using communications application programming interfaces (APIs) or communications platform-as-a-service (CPaaS) in 2017, with another 18% of respondents whose organizations hadn’t used programmable communications last year saying they would do so within the next 12 months. Many enterprises are clearly starting to orient themselves around an operating strategy built on the integration of cloud UC and contact center communications, topped off with programmable communications delivered via the cloud for competitive differentiation.

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