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

Get the IDC white paper

Live Assistance

Live Assistance