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premises call centers

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Published By: 8x8 Inc.     Published Date: Feb 13, 2017
The migration of contact centers from on-premises to the cloud is well underway and dramatically changing how companies deliver customer experience. Thatís the conclusion of this 2016 survey by 8x8 and the Contact Center Network Group (CCNG) of 154 contact center professionals in the U.S. and UK. The November 2016 survey results uncover a range of trends and opportunities that highlight the importance of analytics, the increase in remote working, and the integration of more non-voice channels into the contact center. Download this complimentary report to learn: Major business drivers that are leading contact centers to cloud Surprising top method for measuring and improving agent performance Concerns and obstacles around moving to the cloud Increased prevalence of remote working and key challenges reported The most popular non-voice channels contact center managers would like to incorporate
Tags : 
cloud contact center, ccng, analytics. remote working, non-voice channels
    
8x8 Inc.
Published By: LiveOps     Published Date: Aug 03, 2012
This paper will first discuss the impact of cloud computing, consumerization of IT, and the emergence of social media in driving the transition from traditional on-premises call centers to a superior model, the cloud contact center.
Tags : 
cloud computing, consumerization of it, consumerization, on-premises call centers, cloud contact center, contact center operations, functionality, cloud-based customer service, mirgation, social media, crm, customer relations management, availability, innovation, scalability, security, self-service, staffing, workforce, data center
    
LiveOps
Published By: Schneider Electric     Published Date: Nov 20, 2017
The migration of contact centers from on-premises to the cloud is well underway and dramatically changing how companies deliver customer experience. That is the most important finding in a new 8x8-CCNG survey of 154 contact center customers conducted in the U.S. and U.K. The survey suggests three quarters of companies have recognized the value of the cloud, with 25% of contact centers having fully deployed cloud today and another 28% partially transitioned. In addition, 21% have plans to migrate within the next year.
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Schneider Electric
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