In 2016, it is fair to say that the buying community has expressed a willingness to put their critical contact center infrastructure (often along with their customer data) in someone else's hands.
Ovum estimates that 17% of all North American contact center seats are currently run on cloud-based platforms. That number will rise to more than 25% by 2019, representing one of the fastest adoption rates of a new technology in the history of contact centers.
This Ovum TCO report highlights recommendations for …
Learn how to set yourself up for SLA success. Your customers have to know that you put them first. A well-crafted, service-centered SLA helps make that happen by defining what your customer can fairly expect, and how you plan to deliver that service. The better your agreement, the more you and your clients benefit.