Moving from a traditional call center environment to a contact center one, in theory, would seem fairly straightforward. But the reality is very different. Legacy IT equipment, lack of properly trained staff, time and resources are just a few of the problems that contact center managers and directors come up against.
On top of that, the cloud is now firmly on the contact center agenda. If your organization hasn’t already moved to the cloud, then you are probably either considering your options or planning a move in the near future.
We wanted to find out not just where organizations were in the cloud adoption curve, but what the drivers are for cloud adoption and equally importantly, are those who have already made the move reaping the rewards? Are they using the cloud to deliver new communications channels? What challenges are they facing?
We commissioned an independent survey of 100 contact center decision-makers to find out the answers to these questions.