In this whitepaper you’ll learn:
The three trends giving shape to contact center transformations
How the cloud enables advanced contact center capabilities necessary for satisfying modern customer expectations
The latest features and functionalities that define the modern omnichannel cloud contact center
The role APIs play in creating contextual communications and advanced interactions to optimize the customer experience
In a recent survey of 205 enterprise IT professionals, No Jitter found that nearly 60% of respondent organizations use cloud communications, with more than half of those respondents doing so for both business users and contact center agents. Nearly 40% of respondents already use unified communications-as-a-service (UCaaS), with almost another quarter anticipating doing so within the next 12 months. Contact center-as-a-service (CCaaS) is growing in popularity as well, with more than one-third of companies already using or planning to use CCaaS in the next 12 months. What’s more, the survey revealed that nearly 20% of respondent organizations already had been using communications application programming interfaces (APIs) or communications platform-as-a-service (CPaaS) in 2017, with another 18% of respondents whose organizations hadn't used programmable communications last year saying they would do so within the next 12 months. Many enterprises are clearly starting to orient themselves around an operating strategy built on the integration of cloud UC and contact center communications, topped off with programmable communications delivered via the cloud for competitive differentiation.
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