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Moving from a traditional call center environment to a contact center one, in theory, would seem fairly straightforward.
But the reality is very different.
Legacy IT equipment, lack of properly trained staff, time and resource are just a few of the problems that contact center managers and directors come up against.
In this report, explore research findings from over 100 contact center decision-makers that delve into:
- Where organizations are in the cloud adoption curve
- What the drivers are for cloud adoption
- How the cloud is being used to deliver new communications channels
- What challenges are they facing