TECH SUPPLIER Aug 2021 - Market Perspective - Doc # AP46313921

Contact Center Deployments Move to the Cloud: How a Distributed Architecture Delivers a Superior Customer Experience

By: Abhishek MukherjeeSenior Market Analyst, Digital Engineering, Operational Technology, & IoT Services, Nikhil BatraAssociate Research Director

Abstract

Customer experience (CX) management has become a key determinant of competitive advantage, and contact center solutions (CCS) play a strategic role in delivering a superior customer engagement experience. Traditionally, contact centers (CCs) are deployed on-premises, bringing several challenges, such as lack of scalability and flexibility and higher upfront investments. These drive enterprises to seek for alternative solutions that are better suited to the enterprise's objectives to deliver superior CX. Cloud-based CCS are becoming a more prominent choice among enterprises as they provide scaling opportunities, higher reliability and availability, easier plug-and-play of new channels, artificial intelligence/machine learning (AI/ML) and analytics engines, global reach, and so forth.

The COVID-19 pandemic has also established the need for CC agents to work from home. Although on-premises CCS require agents to work from a specific location where the solution is hosted, cloud-based deployments allow for agents to access the solution from anywhere. Hence, in the future hybrid work setup post-pandemic, cloud-based CCs are expected to deliver a much greater value proposition to enterprises. This report illustrates the challenges and implications of on-premises CCS, evaluates the alternative cloud-based CCS in terms of their benefits and role in delivering superior CX, and guidance for vendors and service providers in delivering and managing CCS.

"CX has significantly impacted today's era of digitally native economy. Enterprises need to be available and accessible for their customers anytime and anywhere. CCS are now becoming imperative to enterprises, and cloud-based CCS add more value to an enterprise's ecosystem by not only making CX management more flexible and reliable at a lower cost but also enabling enterprises to diversify agent workforce through remote teams," says Abhishek Mukherjee, senior market analyst, IDC Asia/Pacific.


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