Six out of ten contact centers projected to have a cloud-based contact center deployed by the end of 2013. Why? Ultimately, because it will help them be more responsive to their customers, without the prohibitive costs of carrying enough premise-based technology to cover demand spikes.
In this concise analysis of two recent contact center executive surveys, Aberdeen Group analysts discuss how cloud-based infrastructure enables contact centers to excel in key activities including center activity reporting, agent performance feedback and more.
Download the report now and learn about the real advantages cloud-based contact centers enjoy, including:
- Rapidly accommodate sudden changes in customer traffic by adding and subtracting computing resources on-demand
- Quickly and easily integrate with CRM solutions and other critical enterprise applications
- More readily predict agent demand by integrating seamlessly with business intelligence tools
- Serve customers more reliably, with 36% less downtime and enhanced security and backup facilities compared to premise-based technologies.