Trends Report

Increase Customer Service Agility With Cloud Contact Centers

July 15th, 2016
Art Schoeller, null
Art Schoeller
With contributors:
Christopher Andrews , Lauren Nelson , Ian Jacobs , Kate Leggett , Meredith Cain , Peter Harrison

Summary

Contact center interaction management (CCIM) software continues to evolve into integrated suites that vendors offer as a service. These vendors are reporting 20% growth rates, while on-premises solutions remain flat. The need to connect consumers on their channel of choice with contact center agents is rapidly becoming a requirement to compete in the age of the customer. For application development and delivery (AD&D) pros, cloud delivery can provide an Agile platform so that they can focus their energy on customer journeys, not technology.

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