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.
Key Findings from the Study
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:
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Why 40% report having limited success with their CCaaS migration efforts
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Top challenges businesses face in optimizing their cloud contact center
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Why 79% agree cloud toolsets are essential for cloud contact center success
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Opportunities for driving better business outcomes
Download a Complimentary Copy of the Study
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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.
More About SuccessKPI
Unify all your data for a 360-degree view in minutes
Gain a full view of multiple customer touchpoints, including real-time and historical contact center data.
Analyze 100% of customer conversations
Decode and visualize what’s happening in your customer conversations, powered by AI/ML engines
Automate actions to improve business outcomes
Build automated plays for critical action, including redacting personally identifiable information (PII) from transcripts and transaction records in real-time.
Take agent performance to the next level
Score 100% of customer calls, deliver feedback with real-time coaching, and automate quality monitoring
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