Read on to learn more about the global impact of this digital transformation and the current state of the contact center.
Welcome to the New Cloud Era
With the cloud transformation fully here in the present, the modern multi-channel contact center has entered a cloud-smart era. This next phase of cloud transformation moves from a reactive approach — solving urgent business problems with cloud-based solutions — to more proactive strategies for achieving key business goals. The paradigm around the value of the cloud has shifted: No longer narrowly focused on efficiency or cost-reduction strategies, contact centers are increasingly looking to leverage the inherent agility, flexibility and computing power of the cloud to do more — and be ready for whatever comes next.
The next phase of the cloud-powered contact centers is focused more on what and how than where, because the where will increasingly become a given: in the cloud.
Key Takeaways From the 2021 State of the Contact Center Report
These insights are driving our latest survey report on the State of the Contact Center. Our 2021 report dives deep into this inflection point in the cloud transformation of the contact center, revealing seven key insights:
- Key Insight #1: The cloud drives strategic business value — not just cost-optimization.
- Key Insight #2: The cloud powers an analytics-driven approach.
- Key Insight #3: Cloud-powered solutions make AI & ML practical.
- Key Insight #4: Cloud-powered agility helps contact centers meet rising customer expectations.
- Key Insight #5: Agents are happier in the cloud.
- Key Insight #6: Cloud security fears ebbing — but data loss fears limit migration.
- Key Insight #7: Seeing is believing in the value of the cloud.
