Customer service is today’s most important differentiator. To remain competitive, mid-sized contact centres increasingly are moving to the cloud at an increasing rate.
In this white paper, IDC surveyed customer care professionals and IT decision makers in 27 countries to evaluate current market dynamics of cloud-enabled customer service environments. Of the survey respondents with mid-sized contact centres that use cloud-based applications, 72% have improved customer experiences and 70% have enhanced agent efficiency and productivity.
Get this IDC white paper to understand drivers, benefits and challenges for adopting cloud contact centre technology. It also includes regional insights for North America, Latin America, Europe, Middle-East, Africa and Asia Pacific
Nearly 50% of mid-sized call centres worldwide are cloud-based, with an additional third in the process of implementing cloud
Over 70% of respondents said cloud-based solutions have enhanced agent efficiency and productivity
And 72% have improved customer experiences
Mid-sized call centres worldwide are moving to the cloud at a fast pace, to meet customer expectations and to stay competitive.
Get the advantages of cloud with the Genesys PureCloud contact centre solution. Easy to deploy and use, this all-in-one cloud platform delivers a differentiated customer experience that drives better outcomes. Get a consolidated view of customers, call centre agents and interactions—across all channels and locations. Collaborate across teams with valuable insights to maximise the success of every customer journey.
With flexible subscription options to match your business needs, the PureCloud solution lets you leverage the many benefits of moving to the cloud.
“In a world where customer service expectations are changing at lightning speed, PureCloud gives us a serious competitive advantage.”
Ian Roberts
Operations Leader
Quicken Customer Care
“PureCloud has given us new intelligence about agents and the caller journey from start to finish. This has led to an increase in sales of about 20%.”
Clifton Wareham
Manager of Operations
PropertyGuys.com Resource Centre
“PureCloud is successful for us because it’s kind of an all-in-one solution and when we got it working, we could take it to scale.”
Hoong Neoh
Director IT and Development
Today’s BC Liberals
Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
