Industry Research : Ventana Research Unveils Contact Center in the Cloud Research
Ventana Research has released new research on the state of contact centers in the cloud. These cutting-edge business technology deployments provide customer interactions and service across the Internet. This research details the level of adoption, trends and best practices in organizations' use of cloud computing-based contact center systems.
Thanks to the Internet, additional customer contact channels have been introduced in recent years to make it easier for customers to get information and communicate with companies. The increased sophistication in contact centers has also allowed customer service agents to work outside of the physical call center itself, causing companies to look for new ways to support agents and integrate new customer interaction systems.
Ventana Research's new benchmark research found that only 36 percent of companies surveyed plan to invest in new on-premises contact center technology, while 63 percent will consider adopting contact center technologies in the cloud. These companies are considering cloud-based technology because they see many benefits in adopting a cloud-based system. The research found that 63 percent of companies believe a cloud-based contact center will increase agent effectiveness, while 60 percent think it will increase operational efficiency and 55 percent believe it could improve the corporate brand image.
"There are many challenges and opportunities presented by the operation of cloud computing-based contact centers to maximize their accessibility," said Richard Snow, VP & Research Director of Ventana Research. "As companies increasingly look to service customers more efficiently and across the Internet, using a cloud-based contact center model will enable customer service support anywhere in the world. The home or Internet-based agent has become a practical reality with new applications and technology."
The research shows that companies believe that cloud-based contact centers offer a variety of benefits, including less capital spending, innovation in handling interactions, less dependence on IT, better integration with social media and an improved customer experience through ease of access to the information required.
This research explores how organizations currently use cloud computing for contact centers and the communications technologies, business applications and analytics systems for current processes, plans they have to change or improve them, and what benefits they hope to gain by doing so.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, November 28, 2011