In 2016, it is fair to say that the buying community has expressed a willingness to put their critical contact center infrastructure (often along with their customer data) in someone else’s hands.
Ovum estimates that 17% of all North American contact center seats are currently run on cloud-based platforms. That number will rise to more than 25% by 2019, representing one of the fastest adoption rates of a new technology in the history of contact centers.
This Ovum TCO report highlights recommendations for enterprises looking to refresh their contact centers:
- Create clear road maps of their internal technological expectations over the next three to five years
- Know your customers' expected interaction channel landscape and the size and complexity of your existing infrastructure
- Establish guidelines for your vendor offering exploration—what size and configuration will satisfy your needs and at what cost