Research Report

State of the Contact Center 2021: Cloud is here. What's next?

The modern multi-channel contact center has entered a Cloud-Smart Era.

The COVID-19 crisis accelerated the digital transformation timeline across the business world. Contact centers grew more critical to business success as organizations relied on them to nurture customer relationships through fluctuating service levels and an evolving world of work. 

This forced contact centers in every segment to become more agile in their operations and more flexible with their technical infrastructure, pushing the contact center world across a major inflection point.
 
The modern multi-channel contact center has entered a Cloud-Smart Era. This next phase of cloud transformation moves from a reactive approach — solving urgent business problems with cloud-based solutions — to more proactive strategies for achieving key business goals.
 
The Calabrio State of the Contact Center 2021 report dives deep into this inflection point in the cloud transformation of the contact center, providing surprising and actionable insights on:

  • Accelerated Cloud Migration: How the pandemic has accelerated cloud adoption
  • Making AI & ML Practical: How cloud-powered contact centers are making artificial intelligence, machine learning and predictive analytics more practical and achievable
  • Strategic Advantage in the Cloud: How the cloud is helping contact centers enhance both customer experience and agent engagement to drive strategic advantage
  • Barriers to Success: Key limitations keeping contact centers from entering the Cloud-Smart Era
     

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