A report by NICE inContact says 70% of businesses have their entire contact center technology in the cloud or are planning to partially move next year.
The Customer Experience (CX) Transformation Benchmark study shows businesses are benefiting from having their contact center in the cloud. They are experiencing customer satisfaction (CSAT) that is 18% higher than those with on-premises services.
Growth of the Cloud Contact Center The growth is being driven by the customer-centric culture digital technology has made possible. Consumers now want personalized services and real-time access to the resources they need to solve their problems. And this is not only taking place with large enterprises.
Small businesses also have to provide quality service if they want repeat customers. The good news is there are more affordable tools than ever to make this possible. The challenge comes in making sense of all the data these tools generate to deliver great customer service.
This is exactly what Paul Jarman, NICE in Contact CEO, explains in the press release for the report.
Jarman says, “Fr..
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