Why are so many Contact Centers moving to the cloud?

Presented by

Sheila McGee-Smith, Analyst

About this talk

Get the surprising insights from a new survey on trends related to cloud migration in the Contact Center Industry. Join independent analyst and industry expert Sheila McGee-Smith and Neha Mirchandani from 8x8 as they discuss trends in the contact center industry that are revealed by a new survey of CCNG members and other contact centers that look at the biggest challenges Contact Centers face today as well as drivers and challenges organizations face when they consider a move to the cloud. Among the key findings to be discussed: •75% of Contact Centers are either already in the cloud or are planning to migrate there •39% of premises based Contact Centers plan to migrate to the cloud in the next three years. •The three largest drivers for a migration to the cloud for a contact center are as follows: business continuity, scalability and lower cost. In addition to the survey results, Sheila will provide insight into customer care market innovation that make a cloud contact center decision the right choice to meet today’s requirements and a shrewd investment to prepare for the future. Neha will also take a closer look at some of the surprising outcomes from the survey.

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