Organizations have often viewed the contact center industry as a place to make savings, which has led to a focus on very narrow performance metrics and a general desire to reduce the number of people taking calls by automating as much as possible. However, with increasing importance being placed on customer experience as the key business differentiator, particularly in service-based and subscription organizations, there is a growing demand for the scalability made available by a cloud contact center model.
Whereas before, the need to replace legacy infrastructure was largely driven by expensive equipment failures, we are now seeing a widespread buy-in for cloud services from C-level executives who want to improve their customer engagement. As a result, over the next two years there will be an acceleration of the shakeout of on-premise solutions towards cloud-based omni channel infrastructure.
As technologies such as NLP and sentiment analysis become more mainstream, it will be even more important for organizations across the industry to start investing more in cloud technologies that improve the experience for their customers, and their agents.