Traditional contact centers as we know them were designed and deployed at scale in the 1960s, largely based on outdated management and governance models, with standards no longer applicable.
Today’s modern customers expect to communicate the way they find most convenient to them, including phone, web, mobile, text, and social. They demand higher levels of personalization, immediacy, and convenience. But on-premises technologies are, by design, not unified, omnichannel, or real-time, and as a result fall short in an always-on, hyperconnected world.
A recent report from Brian Solis commissioned by RingCentral, Contact Center 2.0: The Rise of Collaborative Contact Centers industry report, demonstrates the need for digital transformation of the established contact center model to a truly customer-centric, modern approach.
Based on a survey of 500 knowledge workers in the US and UK, the findings outline the decline of traditional contact centers operating on-premises technologies, work siloes, and limited and dated customer channels. Instead new, cloud models enhance collaboration among experts and contact center agents, providing first contact resolution to today’s modern customer. Companies are adopting a cloud-first contact centers strategies in order to be more competitive in the market.
- 86 percent aim to complete a transition within three years to Contact Center 2.0
- 61 percent of companies have or plan to fully transition to the cloud
Meeting the needs of today’s customer is more critical than ever for companies. It’s not just about delivering exceptional experiences in order to establish a competitive advantage, it’s about providing exceptional experiences to the modern customer in order to meet evolving standards of service excellence. The technology is here today with the cloud and it is creating unprecedented opportunities for experience innovation.
Click here to request the full report on how digital transformation is making contact centers unified, collaborative, and intelligent.
Originally published Jun 18, 2018, updated Jan 30, 2023