San Ramon, Calif. – November 30, 2011 – Ventana Research has released new research on the state of contact centers in the cloud. These cutting-edge business technology deployments provide customer interactions and service across the Internet. This research details the level of adoption, trends and best practices in organizations’ use of cloud computing-based contact center systems.
Thanks to the Internet, additional customer contact channels have been introduced in recent years to make it easier for customers to get information and communicate with companies. The increased sophistication in contact centers has also allowed customer service agents to work outside of the physical call center itself, causing companies to look for new ways to support agents and integrate new customer interaction systems. Ventana Research’s new benchmark research found that only 36 percent of companies surveyed plan to invest in new on-premises contact center technology, while 63 percent will consider adopting contact center technologies in the cloud. These companies are considering cloud-based technology because they see many benefits in adopting a cloud-based system. The research found that 63 percent of companies believe a cloud-based contact center will increase agent effectiveness, while 60 percent think it will increase operational efficiency and 55 percent believe it could improve the corporate brand image.
“There are many challenges and opportunities presented by the operation of cloud computing-based contact centers to maximize their accessibility,” said Richard Snow, VP & Research Director of Ventana Research. “As companies increasingly look to service customers more efficiently and across the Internet, using a cloud-based contact center model will enable customer service support anywhere in the world. The home or internet-based agent has become a practical reality with new applications and technology.”
The research shows that companies believe that cloud-based contact centers offer a variety of benefits, including less capital spending, innovation in handling interactions, less dependence on IT, better integration with social media and an improved customer experience through ease of access to the information required.
This research, the latest from the leading business technology research firm, explores how organizations currently use cloud computing for contact centers and the communications technologies, business applications and analytics systems for current processes, plans they have to change or improve them, and what benefits they hope to gain by doing so.
Ventana Research will host a live webinar to discuss the Contact Center in the Cloud Benchmark Research findings on Wednesday, December 7th at 9 am PT/12 noon ET. To register, visit: http://www.ventanaresearch.com/cccwebinar.
Those interested in learning more about this benchmark research can find additional information at http://www.ventanaresearch.com/ccc. As a part of your registration you will receive insights and education from Ventana Research on using technology effectively in business. Ventana Research thanks those that participated in the benchmark and our media and association partners including TechTarget and our technology vendor sponsor LiveOps who helped make this research a reality. Ventana Research provides guidance to organizations through its Ventana OnDemand (http://www.ventanaresearch.com/ondemand) and with its assessment and educational services offerings. (http://www.ventanaresearch.com/services/)
About Ventana Research
Ventana Research is the most authoritative and respected benchmark business technology research and advisory services firm. We provide insight and expert guidance on mainstream and disruptive technologies through a unique set of research-based offerings including benchmark research and technology evaluation assessments, education workshops and our research and advisory services, Ventana On-Demand. Our unparalleled understanding of the role of technology in optimizing business processes and performance and our best practices guidance are rooted in our rigorous research-based benchmarking of people, processes, information and technology across business and IT functions in every industry. This benchmark research plus our market coverage and in-depth knowledge of hundreds of technology providers means we can deliver education and expertise to our clients to increase the value they derive from technology investments while reducing time, cost and risk
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To learn how Ventana Research advances the maturity of organizations’ use of information and technology through benchmark research, education and advisory services, visit www.ventanaresearch.com.
Media: Copies of benchmark research report and interviews are available upon request.
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