In 2016, it is fair to say that the buying community has expressed a willingness to put their critical contact center infrastructure (often along with their customer data) in someone else’s hands.
Ovum estimates that 17% of all North American contact center seats are currently run on cloud-based platforms. That number will rise to more than 25% by 2019, representing one of the fastest adoption rates of a new technology in the history of contact centers.
This Ovum TCO report highlights recommendations for enterprises looking to refresh their contact centers:
Create clear road maps of their internal technological expectations over the next three to five years
Know your customers' expected interaction channel landscape and the size and complexity of your existing infrastructure
Establish guidelines for your vendor offering exploration—what size and configuration will satisfy your needs and at what cost
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