Observed Signal · Apr 19, 2023 · Research Report · Source: CMSWire · Impact: 2/5 · Sentiment: Neutral
Troubled Migration to Cloud Contact Centers
The article examines challenges in migrating contact centers to cloud-based CCaaS platforms. The global CCaaS market is projected to grow from $4 billion in 2022 to $15 billion by 2029. A Forrester study commissioned by SuccessKPI found that over 40% of contact center decision-makers reported limited success with CCaaS migrations, citing limited internal talent (42%), complex IT landscapes (38%) and insufficient executive support (34%). More than 80% of respondents said their CCaaS solution offered less functionality, robustness and usability than on-premises software. Common capability gaps included real-time reporting, playbook-based automation, and speech/sentiment analytics. To address these shortcomings, companies are adopting purpose-built cloud toolsets: 79% said the right toolset is crucial for optimizing CCaaS, and more than 50% are implementing or testing one. A single source of truth integrating corporate and customer data is seen as key to improving automation, agent efficiency and customer experience.
This article provides relevant MarTech/CX insights into CCaaS migration challenges and AI-related analytics gaps, but it is not a major AdTech industry event.
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Key Takeaways & Evidence Grounding
- Forrester study commissioned by SuccessKPI found over 40% of CCaaS migration efforts had limited success.
- The global CCaaS market is forecast to grow from $4 billion in 2022 to $15 billion by 2029.
- Over 80% of respondents said their CCaaS solution has less functionality, robustness and usability than on-premises software.
- More than 50% of respondents said their CCaaS solution does not adequately support AI/ML and automation needs.
- 79% of respondents believe the right cloud toolset is crucial for optimizing their CCaaS solution.
Connected Companies & Entities
1 Entity mapped“Forrester just released a study, 'The Frustrating Journey to Cloud Contact Center Success,' commissioned by SuccessKPI....”
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