IDC Study

Transformation of Customer Experience with Cloud-Based Customer Engagement Applications

Sponsored by Genesys and IST Networks

Transformation of Customer Experience with Cloud-Based Customer Engagement Applications

In this digital, customer-centric world, it’s important to track and respond to customers’ queries and grievances across diverse channels in a real-time environment. With widespread adoption of technologies such as cloud, there is a paradigm shift in the way customers interact with the businesses.

A recent IDC survey of customer care professionals and decision makers in the Middle East (Saudi Arabia, UAE and Egypt) found that 32% are already using cloud-based customer engagement solutions and another 40% are planning to do so within the next couple of years. It also revealed that organizations that have deployed cloud engagement solutions in their contact centers have significantly improved customer experience, reliability and disaster recovery.

Read this white paper to see the impact that the cloud is already making and the trends for its continued growth.  Key points include:

  • Customer experience in the digital era
  • The benefits of cloud-based customer engagement solutions
  • Global trends in cloud contact center and customer experience
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