The Cloud Contact Center:

Delivering an All-In-One Customer Experience
A No Jitter Whitepaper

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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

The Cloud Contact Center Executive Summary

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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A Good Read For
  • Digital Transformation Leads
  • Customer Experience Leads
  • Call/Contact Center Operations Leads
  • Enterprise decision-makers
TABLE OF CONTENTS
  • Executive Summary, p2
  • Enterprise Adoption Trends for Cloud Communications, p3
  • Achieving Agility Via the Cloud Model, p4
  • Defining the Modern Contact Center, p5
  • Advancing the State of the Art in Healthcare, p6
  • Cloud Convergence, p8
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The Cloud Contact Center: Delivering an All-In-One Customer Experience

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