Published By: 8x8 Inc.
Published Date: Aug 09, 2017
The 8x8-CCNG survey shows more and more companies are moving their contact centers to the cloud, and for a range of reasons that is appealing to almost every business center. Most prominent among those objectives are better business continuity, scalability, supporting remote workers, and integrating new technologies like multi-channel capabilities.
Does your contact center employ remote agents? More than half do or respondents do! Across industries, prioritizing top talent and supporting remote workers is a growing concern. Cloud contact centers support this objective by making the full set of technologies and features available to all users, wherever they are located. Download now to learn more.
Published By: 8x8 Inc.
Published Date: Feb 13, 2017
The migration of contact centers from on-premises to the cloud is well underway and dramatically changing how companies deliver customer experience. Thatís the conclusion of this 2016 survey by 8x8 and the Contact Center Network Group (CCNG) of 154 contact center professionals in the U.S. and UK. The November 2016 survey results uncover a range of trends and opportunities that highlight the importance of analytics, the increase in remote working, and the integration of more non-voice channels into the contact center.
Download this complimentary report to learn:
Major business drivers that are leading contact centers to cloud
Surprising top method for measuring and improving agent performance
Concerns and obstacles around moving to the cloud
Increased prevalence of remote working and key challenges reported
The most popular non-voice channels contact center managers would like to incorporate
The migration of contact centers from on-premises to the cloud is well underway and dramatically changing how companies deliver customer experience. That is the most important finding in a new 8x8-CCNG survey of 154 contact center customers conducted in the U.S. and U.K. The survey suggests three quarters of companies have recognized the value of the cloud, with 25% of contact centers having fully deployed cloud today and another 28% partially transitioned. In addition, 21% have plans to migrate within the next year.