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Industry Research : Nearly Three-Quarters of Contact Centers that Moved to the Cloud Did So During the Pandemic

#contactcenterworld, @Calabrio

Calabrio, the customer experience intelligence company, uncovered new data regarding contact centers that shifted operations to the cloud during the pandemic.

In a study entitled State of the Contact Center 2021: Cloud is Here. What’s Next?, the company found that a majority of businesses that adopted cloud platforms in the last 12 months believe they are leveraging their cloud investments to their full potential. This includes using cloud-based platforms to enable a remote workforce, sharing critical information across teams more easily, and collaborating and managing agent productivity. The survey of 273 contact center leaders digs into the cloud’s full potential and identifies the next shift for the cloud-smart contact center.

Among all respondents, three-quarters of managers agreed that moving to a cloud-based infrastructure allows organizations to be more strategic and business-oriented, even throughout the pandemic. The pandemic was clearly a catalyst for cloud migration, as two-thirds of contact center migrations to the cloud – full or partial – occurred in the past year.


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"In response to the pandemic, brands resorted to defensive strategies to survive. The migration to the cloud was a product of those strategies. However, now that contact centers have evolved and the industry looks to the future, companies are realizing they have a new weapon at their disposal. With cloud solutions integrated into their contact centers, brands can be more proactive, strategic and offensive-minded in 2021. While the migration to the cloud was meant to keep brands’ floors intact, cloud-based solutions will now allow them to push their ceilings higher than they imagined," said Tom Goodmanson, president and CEO of Calabrio.

Nearly three-quarters of contact centers in this study now use a partially or fully integrated cloud solution, yet half of respondents still feel limited by their current solution and are looking to introduce new or alternative cloud-based platforms that add value to their current architecture. This suggests that while many contact centers believe they are leveraging their cloud solution to its full potential, there is still room for just as many brands to grow.

Other key takeaways from the study show that the next phase of cloud transformation will enable companies to be more strategic, for example:

Growing Reliance on Analytics with an Openness to Artificial Intelligence (AI) – Half of contact center managers believe that moving to the cloud has improved their ability to use intelligent analytics to manage the business, including insights to support agent and customer interactions. Contact centers running in the cloud are also more likely to trust AI (75%) than their on-premises counterparts (61%).

Creating Employee Engagement – Today, 60% of contact centers believe the cloud has increased employee satisfaction and engagement within the organization. According to one manager, securely storing customer account data in the cloud has made it easier for employees to access information across the organization regardless of their location.

Ability to Innovate and Adopt New Tools – Contact center managers who have fully adopted cloud platforms are more open to trying new tools as they navigate their digital transformation. For example, 56% are more willing to try social tools, 55% are more willing to try business intelligence software, and 47% are more willing to try new chatbot technologies.

Seeing is Believing – For those that have transitioned to the cloud, the experience has created a positive outlook on the new technology and they are more likely to see the additional benefits of the cloud over those with on-premises solutions. For instance, over half of contact center managers with integrated cloud solutions believe they have positively impacted employee and customer data analysis.

Evan Kirstel, B2B technology thought leader concluded, "The benefits of the cloud contact center are so numerous that it is now impossible to overlook them. That is why more and more companies are adopting this model. Many are driven by the urgent need to embrace digital transformation, others a need to be more flexible to adapt to the post-pandemic landscape. A cloud platform is the most obvious choice in almost any circumstance. It provides higher security, improves efficiency, allows for faster business process optimization and supports digital transformation initiatives."

#contactcenterworld, @Calabrio

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Calabrio:
Company LogoCalabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
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Today's Tip of the Day - Every Contact Counts

Read today's tip or listen to it on podcast.

Published: Monday, April 5, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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