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New research shows cloud adoption in contact centers is well underway and dramatically changing how companies deliver customer experience
This new research shows three quarters of companies surveyed have adopted or plan to adopt cloud-based systems. Top business drivers include business continuity, scalability and cost savings. View the full-size infographic here.
Additional trends highlighted in the survey include the importance of analytics in contact center success, the increase in remote working, and the integration of more non-voice channels into the contact center.
“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.”
To read the complete, complimentary survey report, click here.
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