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Recently, I chatted with Nancy Jamison, Principal Analyst at Frost & Sullivan about customer experience and contact center trends. We discussed the move to cloud, millennials driving the increased trend to remote working, multi-channel and more.
Nancy Jamison is Principal Analyst, Frost & Sullivan and covers all things customer contact and digital transformation, including: Inbound Contact Routing systems (ICR), Interactive Voice Response (IVR) / voice portals, outbound dialers, quality monitoring, workforce management, workforce optimization, social media, contact center analytics, speech technologies etc.
8x8 today also announced, in conjunction with the Contact Center Network Group (CCNG), results of a new survey that reveals cloud contact center technologies are gaining strong momentum and that the industry has reached a tipping point in cloud-based technology adoption among companies of all sizes. The survey suggests three-quarters of companies have recognized the value of the cloud, with 25 percent of contact centers having fully deployed cloud today and another 28 percent partially transitioned. In addition, 21 percent have plans to migrate within the next year. Additional trends highlighted in the report include the importance of analytics in contact center success; the increase in remote working and challenges created by this; and the integration of more non-voice channels into the contact center. To read the full report, click here.
Check out a summary view of the results in the below infographic: