Summary
This IDC Insight discusses the highlights of a recent buyer survey on the adoption of hosted cloud contact center services and the impact of corporate customer experience strategic initiatives.
Table of contents
Table of Contents
IDC Opinion
In This Insight
Situation Overview
Contact Center Priorities and Spending
Organizational Impacts: Customer Experience Leadership
Improvement in the Measurement of Customer Interactions
Adoption of Hosted and Cloud Contact Center Services
Expectations for Hosted/Cloud Impact on Customer Experience
Future Outlook
Advice for Providers
Advice for Buyers
Figure: Top Contact Center Priority
Figure: Contact Center Spending
Figure: CX Organizational Ownership
Figure: Measurement of Customer Interaction Capabilities: Today and Future
Figure: Adoption of Hosted and Cloud Contact Center Services
Figure: Hosted and Cloud Contact Center Services' Most Expected Areas of Impact on Customer Experience
Figure: PaaS Integration with Hosted/Cloud Contact Center
Methodology
Our market research methodology is designed to provide the clients with comprehensive and accurate information on various industries and markets. It includes data collection, primary interviews, macro-economic factor analysis, country-level data analysis etc.
The data is gathered from a wide range of sources, including industry reports, government statistics, and company financials. This data is then analyzed and cross-referenced to ensure its accuracy and reliability. Next, primary interviews are conducted with industry experts and key stakeholders to gather their insights and perspectives on the market. This information is then combined with the data collected to provide a complete picture of the market. Macro-economic factor analysis is also carried out to understand the impact of external factors on the market. Finally, country-level data analysis is performed to understand the market dynamics in specific regions and countries.
Reportlinker's market research methodology is designed to provide clients with a clear understanding of the market, its trends, and its future potential.
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