IDC white paper

Cloud-Based Applications to Transform Customer Service: Midsize Contact Centres in Transition

Get IDC survey findings from Asia Pacific

To remain competitive in an increasingly customer-centric world, mid-sized organisations are undergoing digital transformations of their contact centres. IDC surveyed organizations in 27 countries, including seven Asia Pacific countries, to examine the current market dynamics of cloud-enabled customer service environments. Eighty-five percent of the respondents fell within the small to mid-sized category, having contact centres with 300 seats or fewer.

Get this paper to access complete survey results for the Asia Pacific region and to gain key insights, including:

  • More than 80% of respondents in the Asia Pacific region already use or are in the process of implementing cloud-based contact centre solutions
  • Only 21% indicated that they currently use a public cloud environment
  • Drivers, benefits and challenges for adopting cloud contact centre technology
2018 idc report on mid size contact center in transition to cloud apac

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