The Frustrating Journey to Cloud Contact Center Success
Cloud Contact Center Success
Conducted by Forrester Consulting on behalf of SuccessKPI, the commissioned study “The Frustrating Journey to Cloud Contact Center Success” indicates the move to the cloud has been a frustrating journey, and that cloud toolsets are essential to success in the cloud.
The past two years have seen an explosion in cloud contact centers, driven by the pandemic and spurred by the promise of greater agility, resilience, flexibility, and intelligence. Yet complexity and a lack of resources has deterred many from a smooth journey to cloud success.
The study reveals that businesses can get the most from cloud contact center solution deployments through cloud toolsets–from driving improved quality, increasing efficiency and leading to better business results.
The study includes valuable insights such as:
Why 40% report having limited success with their CCaaS migration efforts
Top challenges businesses face in optimizing their cloud contact center
Why 79% agree cloud toolsets are essential for cloud contact center success
Opportunities for driving better business outcomes
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Webinar Featuring Forrester Analyst
Replay webinar between guest speaker Forrester Senior Analyst Vasupradha Srinivasan and SuccessKPI CEO Dave Rennyson as they detail key findings from the study “The Frustrating Journey to Cloud Contact Center Success” and share recommendations for businesses striving for cloud success.
Schedule a free consultation with our solutions expert and see how you can securely unify data from the multi-channel customer experience journey and integrate insights and action recommendations with popular CCaaS solutions in just minutes.