Sub-Total: £0.00
About This Report
Since 2015, the use of cloud-based contact centre solutions has risen by 54% in the UK and 52% in the US.
Cloud offers flexibility, scalability and agility, and has supported many organisations to move to a remote and hybrid working environment.
Cloud is playing a major part in supporting the move to digital service, and is helping to unlock the value that AI and analytics promises.
“The Inner Circle Guide to Cloud-based Contact Centre Solutions” investigates:
- The current and future use of cloud for call routing, recording, IVR, CRM, workforce management, outbound dialing & interaction analytics
- How cloud supports digital transformation and the use of AI
- How to choose a cloud solution provider
- Implementation costs, timescales and ROI
- The results of using cloud-based solutions
UK & US editions.
Free to download.
+
Research Reports
0
Company Founded
0+
Annual Business Surveys
k+
Reports Downloaded
In this Report
Business Drivers for Cloud
- Financial
- Supporting digital transformation
- What impact will AI have on the cloud-based contact centre model?
- Flexibility & agility
- Supporting remote & hybrid working
- Functionality, integration & customisation
- Security
- Control
- Performance & reliability
- Inhibitors to cloud
Current & Future Use of Cloud-based Contact Centre Solutions
- Cloud usage by vertical market and size band
- Use of cloud-based contact centre functionality
- Call routing
- Call recording
- IVR / speech recognition
- CRM / agent desktop
- Workforce management
- Automated outbound dialling
- Interaction analytics
- The role of the cloud in PCI compliance
Implementing Cloud-based Contact Centre Solutions
- Pre-implementation
- ROI, TCO & pricing
- Vendor requirements
- Cloud decision-makers
- Proof of concept and trials
- Implementation
- Timescales
- Success and pitfalls
- Outcomes and results
- The future of cloud-based contact centre solutions
