More Midsize Organizations Pivot from On-Premises to Cloud Contact Centers

New White Paper sponsored by Genesys shows small and midsize contact centers increasingly choosing cloud applications for agility, improved customer experience and speed-to-market

SAN FRANCISCO, Aug. 7, 2018 /PRNewswire/ -- Genesys® (www.genesys.com), the global leader in omnichannel customer experience and contact center solutions, announced new research about global trends on the adoption of cloud-based solutions for contact centers. The global survey, conducted by leading analyst firm International Data Corporation (IDC), found cloud contact center solutions are deployed in nearly half of the surveyed contact centers worldwide, with an additional third in the process of implementing.

2017 Genesys logo (PRNewsFoto/Genesys)

In the IDC White Paper, sponsored by Genesys, Cloud-Based Applications to Transform Customer Service: Midsize Contact Centers in Transition, June 2018, the team surveyed more than 400 professionals in organizations in 27 countries across a wide variety of sectors.

While organizations of all sizes are undergoing digital transformations to keep up in a customer-centric world, small to midsize contact centers are also shedding their on-premises systems and upgrading to the cloud to bridge gaps in customer experience. By pivoting to the cloud, organizations reported numerous benefits such as improved customer experience, enhanced agent efficiency and organizational flexibility, as well as the ability to connect with customers across multiple channels at a moment's notice. Key findings include:

  • 72 percent have improved customer service.

  • 75 percent have added new features such as mobile apps, social media (Twitter, Facebook, etc.), email, web chat, and virtual agents (chatbots) to interact with customers.

  • Over 70 percent have reported enhanced agent efficiency and productivity.

  • 71 percent have cited the ability to easily scale up or down with evolving business needs.

  • Over two-thirds of respondents said they were able to shift from a capital expenditure model to operational expenditure.

"A remarkable percentage of those surveyed already have or are planning to implement cloud-based solutions, for a wide variety of reasons and associated benefits that a cloud-based contact center environment enables," said Mary Wardley, IDC vice president of CRM Applications. "As more organizations deploy cloud solutions, the sector will undergo a worldwide revolution in the way consumers are able to interact with companies and how employees work."

The full version of IDC White Paper, Cloud-Based Applications to Transform Customer Service: Midsize Contact Centers in Transition is available now. Download your copy here.

You can also watch the on-demand webinar Shifting Your Contact Center to the Cloud on Your Terms to learn about:

  • Customer experience and digital transformation trends
  • The role of the cloud and key observations based on global survey results
  • Critical questions to ask to get customer experience your way in the cloud

Survey Methodology

The IDC White Paper drew from research on customer service and contact center professionals in North and Latin America; Asia Pacific; Western, Central and Eastern Europe; and the Middle East and Africa. It also contains appendices with regional-specific survey results.

Organizations were surveyed across banking; financial services; insurance; retail; travel and hospitality; oil, gas and utilities; telecommunications; manufacturing; professional/personal services; transportation and logistics; healthcare and government sectors.

Survey respondents came from all contact center sizes, ranging from small (less 50 seats), midsize (51-300 seats), to large (more than 300 seats). However, 85 percent fell within the 'small to midsize' category.

About Genesys
Genesys® powers more than 25 billion of the world's best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel. Every day, 11,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com on TwitterFacebookYouTubeLinkedIn and the Genesys blog.

Rachel Faulkner
[email protected] 
+1 317-715-8109

Lisa Hawes
Sterling Communications
[email protected] 
+1 408-395-5500


SOURCE Genesys

Live Assistance

Live Assistance