The Key to Cloud Contact Center Excellence: Harnessing the Potential of Cloud Toolsets

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.

About Telecoms-Channel

Telecoms-Channel.co.za is your one-stop source for the latest news and insights from the telecoms industry in South Africa, so that you get comprehensive coverage of the industry and keep up with the ever-evolving market landscape.

Whether you need to understand market trends, identify new opportunities, or stay informed of the latest developments, we have you covered. Check our favourite content here.

In addition to bringing the best news together, we have access to an extensive supplier network that makes it easy for any telecoms company looking to tap into new markets or enter the telecoms industry. With the comprehensive range of solutions available in the market, we help you to find the perfect combination to suit your business.

Take advantage of our expertise and contact us today to find your next partner!

About Telecoms-Channel

Telecoms-Channel.co.za is your one-stop source for the latest news and insights from the telecoms industry in South Africa, where you get comprehensive coverage of the industry and keep up with the ever-evolving market landscape.

Whether you need to understand market trends, identify new opportunities, or stay informed of the latest developments, we have you covered.

In addition to bringing the best news together, we have access to an extensive supplier network that makes it easy for any telecoms company looking to tap into new markets or enter the telecoms industry. Take advantage of our expertise and contact us today to find your next partner!

Other posts you might be interested in

BitCo Telecoms Sold
Bitco

BitCo Telecoms Sold

Link Africa has announced the acquisition of BitCo Telecoms, a move that strengthens their position in the South African telecommunications industry. This strategic acquisition expands Link Africa’s product portfolio, customer base, and overall network coverage across the country.

NEC Exit
NEC

NEC Exits On-Premise UC Market

NEC is making a strategic shift, exiting the on-premise PBX market outside of Japan. This move reflects the ever-growing dominance of cloud-based communication solutions.

Cloud PBX Solutions

Request Once, Get Multiple Quotes - Save Thousands!