SuccessKPI, Inc., a leading cloud-native contact center customer experience insight and action platform provider, has released key findings from a commissioned study looking at Contact Center as a Service (CCaaS), which was conducted by Forrester Consulting.
The study reveals that over 40% of contact center decision makers faced challenges in their migration to CCaaS (Contact Center as a Service). The complexity and lack of resources were identified as major roadblocks. The study emphasizes the need for solution expertise and cloud technology enablers to optimize the performance of cloud contact center solutions. Surprisingly, only 35% of respondents achieved their optimization goals, and a mere 25% expressed satisfaction with their contact center’s performance. According to Forrester, gaps in capabilities, such as automation and intelligence, have prevented organizations from realizing the full potential of CCaaS. Respondents highlighted deficits in functionality, features, usability, and automation capabilities in their current CCaaS solutions.
However, 79% of participants agreed that the right cloud toolset is crucial for optimizing CCaaS. SuccessKPI’s CEO, Dave Rennyson, emphasized the importance of a cloud-native toolset that provides a unified data source, advanced analytics, and automation.
The study, completed in December 2022, included 267 global cloud contact center technology decision makers from organizations using or piloting CCaaS solutions.
Learn more about “The Frustrating Journey to Cloud Contact Center Success” study: https://successkpi.com/cloud-success.
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