IDC white paper

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

A global study with insights from companies in North America, Europe, Middle East, Africa, Asia Pacific and Latin America

Survey finds cloud solutions deployed in nearly 50% of mid-sized contact centers worldwide, with an additional third in the process of implementation.

To remain competitive in an increasingly customer-centric world, mid-sized contact centers are undergoing digital transformation. IDC surveyed companies in 27 countries to examine current market dynamics of cloud-enabled customer service environments. Eighty-five percent of survey respondents fell within the small to mid-sized category, having contact centers with 300 seats or fewer.

Get this paper to access complete survey results by region and to gain key insights, including:

  • 75% of organizations have benefited from incorporating new features such as mobile apps and chat bots without much investment, a key advantage of using cloud
  • More than 70% of organizations that use cloud-based applications in contact centers have benefited from an improved customer experience
  • Drivers, benefits and challenges for adopting cloud contact center technology
2018 idc report mid size contact center in transition to cloud

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