cloud contact center technology

Winning in the Cloud - How Businesses Achieve CX Success

What do companies report after they move their contact center technology to the cloud? Many of them have achieved superior customer experience outcomes – like better customer satisfaction and likelihood to recommend.

We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics. The latest results and analysis can be found in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

Through our analysis, we discovered that those who have their contact center in the cloud report 18% higher customer satisfaction than businesses that have their call center technology on premises.

How important is this? Our study also found that customer satisfaction is the most popular measure of success for call centers, so a win in this area is significant.

But the good news doesn't stop there.

We also found that companies using cloud contact center technology report 36% higher likelihood to recommend their business from customers based on service experience.

Turning customers into promoters is another high impact outcome and represents another win for those businesses who choose to put their contact center technology in the cloud.  

Why does a cloud customer experience platform make such a difference? There are many benefits. Not only does a cloud contact center offer scalability and agility, it also facilitates a flexible remote workforce. Possibly the most important benefit is that a complete, unified cloud customer experience platform means organizations can quickly adopt and integrate digital channels into a seamless omnichannel customer experience.

Perhaps this explains another key finding of the study, which is that 54% of businesses are planning to move part of or all of their contact center technology to the cloud.

That’s winning in the CX economy!

If your curiosity is piqued, download our complimentary eBook now to learn more about contact center technology in the cloud. It's full of thought provoking insights sure to help you get on the winning track.