New Research Shows the Inevitability of Cloud in Contact Centers with Three Quarters of Companies Having Adopted or Planning ...
November 03 2016 - 8:15AM
Business Wire
39 percent of companies with on premises
contact centers plan to transition to cloud within next 3 years for
business continuity, scalability, cost savings, and to accommodate
the future of work
8x8, Inc. (NASDAQ:EGHT), the leading provider of global
Enterprise Communications as a Service (ECaaS), today released the
findings of a survey, conducted in partnership with the CCNG
Contact Center & Customer Care Industry Professional Network,
that suggests cloud-based contact center technologies are gaining
strong momentum. The survey further suggests that the industry has
reached a tipping point in cloud-based technology adoption among
companies of all sizes. The report, titled “Cloud Contact Centers
Gaining Share,” suggests three quarters of companies have
recognized the value of the cloud, with 25 percent of contact
centers having fully deployed cloud today and another 28 percent
partially transitioned -- either migrated some functionality or
moved a subset of their agents to the cloud. In addition, 21
percent have plans to migrate within the next year.
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New Research Shows the Inevitability of
Cloud in Contact Centers with Three Quarters of Companies Having
Adopted or Planning to Adopt Cloud-based Systems (Photo: Business
Wire)
Additional trends highlighted in the survey include the
importance of analytics in contact center success; the increase in
remote working and challenges created by this; and the integration
of more non-voice channels into the contact center. According to
IDC1, the overall contact center market, which includes on-premises
and public cloud solutions, is forecasted to reach US$9.8 billion
by 2020.
“The adoption of cloud-based communications and contact centers
are key to the future of work, especially with an increasingly
mobile, global and remote workforce,” said Enzo Signore, CMO, 8x8.
“However, to usher in today’s new era of business communications
and collaboration, organizations must also be willing to fully
integrate powerful new technologies like quality management and
analytics. This will enable companies to enhance agent performance,
staffing efficiency and customer service while also controlling
costs.”
Tightly integrating quality management with contact centers
optimizes agent performance and supports companies in their quest
to delight customers. Demonstrating the value contact centers place
on increasing agent performance and overall customer satisfaction,
52 percent of respondents said they use quality management
software, while 47 percent said they use survey tools. A further 25
percent stated using customer journey metrics.
The days of a contact center limited to voice calls are passing
into history. Increasingly customers are integrating multi-channel
into their environments. Respondents cited email as the most widely
adopted non-voice channel at 85 percent. Next came website-based
communication, used by 50 percent of respondents, followed by chat
at 46 percent. In fourth place was the broad category of social
media, used by 37 percent of respondents.
The report also revealed:
- Companies are moving their contact
centers to the cloud for three main reasons, in roughly equal
importance: business continuity, scalability and lower cost. A
fourth significant reason is to enable remote agents.
- While analytics play an important role
in managing contact center success, many are still relying on
outmoded tools and methods to measure and improve agent
performance. 59 percent of respondents cited spreadsheets and notes
as the top tools used closely followed by informal discussions at
44 percent.
- While remote working among contact
center staff is common - 59 percent of respondents said they
accommodate some remote agents on their team - managing remote
workers continues to be a challenge. Approximately 40 percent cited
management issues as the leading problem with remote agents,
followed by technology issues at 38 percent and accessibility
challenges at 29 percent.
- Companies have plans to integrate more
non-voice channels into their contact centers. The most popular
non-voice channels cited for future adoption was chat at 37
percent, mobile applications at 25 percent, and SMS (text
messages), also at 25 percent.
The survey was conducted in September and October 2016, and
responses were gathered from 154 respondents in the US and UK.
To read the full report and see how your contact center compares
to others in the industry, click here. Also, tune in to the 8x8
podcast with Nancy Jamison of Frost & Sullivan where she talks
customer experience and trends in the contact center market.
About 8x8, Inc.8x8, Inc. (NASDAQ:EGHT) is the trusted
provider of secure and reliable enterprise cloud communications
solutions to more than 47,000 businesses operating in over 100
countries across six continents. 8x8's out-of-the-box cloud
solutions replace traditional on-premises PBX hardware and
software-based systems with a flexible and scalable Software as a
Service (SaaS) alternative, encompassing cloud business phone
service, contact center solutions, and conferencing. For additional
information, visit www.8x8.com, www.8x8.com/UK or connect with 8x8
on LinkedIn, Twitter, Google+ and Facebook.
About CCNG International Inc.Founded in 1992, CCNG
International Inc., CCNG is a member Professional Peer Network
(PPN) for Contact Center, Customer Experience and Customer Service
Executives, Managers, and Leaders. By joining the CCNG Member
Network, experienced industry professionals: Connect – interact and
engage with your peers; Collaborate – discuss best practices and
problem solve; Contribute – share your own experiences and
expertise.
All Call Center, Contact Center, Customer Care, Customer
Service, and Customer Experience Professionals are invited to
participate in the CCNG Member Network. For more information about
the CCNG Member Network, please visit CCNG.com, “Like” us on
Facebook, and follow us on Twitter - @CCNGNetwork.
1 IDC "Worldwide CRM Applications Software Forecast, 2016–2020:
Cloud-Based Applications Increase in Penetration Mix," August 2016,
by Mary Wardley
View source
version on businesswire.com: http://www.businesswire.com/news/home/20161103005343/en/
8x8, Inc.Neha Mirchandani,
669-256-5095neha.mirchandani@8x8.comorTracey Workman,
781-366-17898x8@inkhouse.com
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