SuccessKPI is an award-winning cloud-native insight and action platform that seamlessly integrates AI and automation to transform customer experiences.
Instantly unlock data, discover insights, empower agents, and enable action with an all-in-one on-demand platform.
A revolutionary insight & action platform that uses AI, analytics, and automation to remove obstacles contact centers face in providing a great customer experience.
Conducted by Forrester Consulting on behalf of SuccessKPI, the commissioned study “The Frustrating Journey to Cloud Contact Center Success” reveals the key to cloud success.
With the rise of digital channels, the explosion of data, and the ever-increasing customer expectations, there has been a visible shift to cloud contact center environments.
Only 25 percent of all CCaaS operators surveyed are content with the performance of their contact centers. That is because some vital needs get lost in the inexorable transition from legacy to more complex cloud contact centers. But all is not lost.
Moving to a CCaaS platform is not just about moving the contact center platform, it is about evolving the entire ecosystem.