According to IDC research, 42% of today’s global enterprises expect to dedicate their worldwide contact center technology spending on cloud-based contact centers, second only to investments in intelligent automation (61%). In three to five years, global enterprises also expect 36% of their total worldwide contact centers (in-house and/or outsourced) to be fully optimized omni-channel cloud contact centers.
This IDC InfoBrief examines the role of cloud-based platforms in delivering unified customer experiences (CX). Customer service and support via contact center as a service (CCaaS) and communications platform as a service (CPaaS) streamlines operations, reduces total cost of ownership, and enables richer omni-channel and digitally enabled customer experiences.
Download the brief to learn more.