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Highlights of the Hosted Cloud Contact Center Buyer Survey: Customer Experience Driving Hosted and Cloud Contact Center Services

Highlights of the Hosted Cloud Contact Center Buyer Survey: Customer Experience Driving Hosted and Cloud Contact Center Services

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.

Please Note: Extended description available upon request.


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

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