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

To remain competitive in an increasingly customer-centric world, mid-sized organizations are undergoing digital transformations of their contact centres. IDC surveyed companies in 27 countries globally, including companies from Europe, Middle East and Africa (EMEA), 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 with contact centres with 300 seats or fewer.

Get this paper to access complete survey results for EMEA and to gain key insights including:

• Nearly 65% of respondents in EMEA already use or are in the process of implementing cloud-based contact centre solutions
• Only 13% of respondents in EMEA indicated that they currently are using a public cloud environment, the lowest among all geographies worldwide
• Drivers, benefits and challenges for adopting cloud contact centre technology