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Partner Article: State of the Contact Centre 2021: Cloud is here. What's next?

Published on 09 April 2021

Partner Article: State of the Contact Centre 2021: Cloud is here. What's next?

We all know that the pandemic has accelerated digital transformation and that contact centres have followed suit, with 3 or 4 now using full or partial cloud solutions. Calabrio’s original research, State of the Contact Centre 2021, is based on a survey of 273 contact centre managers in 3 major global markets and in a variety of industries. 

We invite you to download the full report to gain actionable insights on:

  • Accelerated Cloud Migration: How the pandemic has accelerated cloud adoption
  • Making AI & ML Practical: How cloud-powered contact centres are making artificial intelligence, machine learning and predictive analytics more practical and achievable
  • Strategic Advantage in the Cloud: How the cloud is helping contact centres enhance both customer experience and agent engagement to drive strategic advantage
  • Barriers to Success: Key limitations keeping contact centres from entering the Cloud-Smart Era

And on April 13 at 3pm GMT, join our webinar where our expert panel will present seven key learnings including: 

  • How contact centres are moving from reactive to proactive cloud strategies.
  • The key drivers of cloud-smart contact centres — and the remaining barriers to full cloud migration.
  • How contact centres are enhancing employee engagement and next-gen customer experiences.
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Author: Leanne McNamee

Categories: Library, Partner News

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