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