Inform Your Decision to Move to Cloud Contact Center Technology – Latest Analysis from Omdia

Moving to cloud contact center technology is not a question of if, but when. In 2020, 66% of companies are accelerating their move to the cloud as a result of the pandemic. When your contact center is ready for this transformation, Omdia has provided an important resource to help. The recent Decision Matrix – reviewing prominent cloud contact center providers - can help build a business case for moving to the cloud. Omdia’s analysis can guide your evaluation and decision-making process to select the best cloud contact center provider for your business needs.

Emphasis on omnichannel capability is becoming a norm for contact centers that customer expectations to choose the way they want to—in the channel of their choice. Customers demand an exceptional experience when interacting with your company – from visiting your website, using a mobile app to chatting with a contact center agent. The ability for agents to work from a single, consolidated interface providing a common view of the customer journey is now a necessity.

Reliability is an important factor for today’s contact center business with the number of agents working from home increasing. Cloud contact center solutions offer business continuity that premise-based technology cannot. Your agents can easily work from home and continuously provide an exceptional experience and fast resolution that ensures your customers are happy.

Additional benefits of cloud elaborated by Omdia include:

• More scalability with changing agent staffing requirements, and interaction management across channels
• Rapid deployment of technology as well as flexibility of channel offerings as consumer needs may fluctuate
• Improvements in security and compliance to ensure companies in all verticals have the opportunity to transition to cloud

In the report, Omdia proves that cloud adoption for contact center is widespread – stating, “The forecast penetration of global cloud contact center seats almost doubles from 21.3% in base year 2017 to 39.7% in 2023.”

In addition, Ken Landoline, Principal Analyst, Omdia Customer Engagement writes, “A cloud solution offers a way for an enterprise to gain access to the latest multichannel capabilities and tools without having to replace its systems. Using a cloud solution, an enterprise can easily adapt to customer trends and behaviors as customers switch to digital web and mobile channels to find resolutions to their issues.”

Omdia rated vendors in three categories: technology, execution, and market impact. For technology, the detailed assessment includes core capabilities, reliability and scalability, and solution breadth and depth. On execution, Omdia evaluated vendors on technical strengths and the opinions of their customers across the 10 execution categories including product quality, usability, ease of integration, and others. Market impact is an important section looking at vendor recognition, customer size, and vertical penetration, in addition to customer size.

“Among all companies evaluated, NICE stood out for consistently high scores in all aspects of our overall assessment,” said Landoline. “Notably, NICE received high scores across the board from customers as well as broad awareness in our survey of end-user organizations. Customers gave the company a 9 or 10 rating in criteria including multichannel innovation, ease of integration, usability, deployment time, professional services and others.”

Check out Omdia’s latest report to find out why the move to cloud contact center technology is imperative, and how these solutions are more mature, secure and fully featured than ever before.