The following is the Call center report 2021 From Calabrio recommended by recordtrend.com. And this article belongs to the classification: cloud computing, research report.
In the era of cloud intelligence, with the full development of cloud transformation, multi-channel call center has entered the era of cloud intelligence. The next phase of cloud transformation will change from a passive approach to a more active strategy to achieve key business objectives. The paradigm around cloud value has changed: instead of focusing narrowly on efficiency or cost reduction strategy, call centers increasingly hope to use the inherent flexibility and computing power of cloud to do more things and prepare for the future.
The next phase of cloud computing call center will focus more on how, rather than where.
The report deeply explores the inflection point of call center cloud transformation and reveals seven key insights:
1. Cloud drives strategic business value, not just cost optimization. 75% of call centers said that the cloud can achieve more strategic and business oriented operations.
2. The cloud drives an analysis driven approach. 70% of cloud computing call centers said that cloudsolutions is enhancing their analytical insight into customer and employee data.
3. Cloud computing solutions make AI and ml practical. Half of cloud computing call centers are already using cloud based solutions to improve AI utilization.
4. The agility of cloud computing helps call centers meet growing customer expectations. In particular, call centers with complete cloud solutions are almost twice as likely to successfully deploy new functions such as social channels, chat robots and Bi (Business Intelligence) platforms as ordinary call centers.
5. Agents are happier in the cloud. Nine out of ten call centers are using employee engagement data to enhance the customer experience.
6. Cloud security concerns declined, but data loss concerns limited migration. Three quarters of call centers said that data security is no longer an obstacle to cloud migration.
7. Seeing is believing, cloud is valuable.
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