New Research Shows The Inevitability Of Cloud In Contact Centers With Three Quarters Of Companies Having Adopted Or Planning To Adopt Cloud-based Systems (Photo: Business Wire)

8x8, Inc. (NASDAQ:EGHT), the leading provider of global Enterprise Communications as a Service (ECaaS), today released the findings of a survey, conducted in partnership with the CCNG Contact Center & Customer Care Industry Professional Network, that suggests cloud-based contact center technologies are gaining strong momentum. The survey further suggests that the industry has reached a tipping point in cloud-based technology adoption among companies of all sizes. The report, titled "Cloud Contact Centers Gaining Share," suggests three quarters of companies have recognized the value of the cloud, with 25 percent of contact centers having fully deployed cloud today and another 28 percent partially transitioned -- either migrated some functionality or moved a subset of their agents to the cloud. In addition, 21 percent have plans to migrate within the next year.

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New Research Shows the Inevitability of Cloud in Contact Centers with Three Quarters of Companies Ha ...

New Research Shows the Inevitability of Cloud in Contact Centers with Three Quarters of Companies Having Adopted or Planning to Adopt Cloud-based Systems (Photo: Business Wire)

Additional trends highlighted in the survey include the importance of analytics in contact center success; the increase in remote working and challenges created by this; and the integration of more non-voice channels into the contact center. According to IDC 1, the overall contact center market, which includes on-premises and public cloud solutions, is forecasted to reach US$9.8 billion by 2020.

"The adoption of cloud-based communications and contact centers are key to the future of work, especially with an increasingly mobile, global and remote workforce," said Enzo Signore, CMO, 8x8. "However, to usher in today's new era of business communications and collaboration, organizations must also be willing to fully integrate powerful new technologies like quality management and analytics. This will enable companies to enhance agent performance, staffing efficiency and customer service while also controlling costs."

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