Now is the time for forward-focused contact centers to scale up their IT in the cloud.
"Pulling together only summary data won’t give you what you need to understand complex patterns and correlations that show how customer needs are being met. By employing the power of the cloud, growth-focused contact centers can scale up their technology to deliver curated cx® across multiple devices and touchpoints," said Karl Walder, Oigo CX.
Cloud computing makes it cost-effective.
Contact centers of any size or budget can profit from high-performance computing power and data storage to aggregate huge quantities of data and predict outcomes.
Renting computer power in the cloud has been steadily taking off with the rise of cognitive technologies like machine learning, artificial intelligence (AI), and with open source software.
"Increasingly, organizations are adopting multicloud strategies and multicloud solutions to allow them to run applications where they need them without adding complexity," think with Google.
Personalized Assistance for a "new breed of consumers".
BRANDS NEED DATA in the “age of assistance” , finds think with Google.
"A brand’s ability to leverage data to anticipate their needs will define its ability to grow. Emerging consumer behaviors, show people are research-obsessed...expect every digital experience to be personalized...are making decisions faster...and expect to act...in the moment.
Telecom, SaaS, ERM and CRM forecast to see largest public cloud spending.
IDC FORECASTS THE telecom industry will see the second fastest growth rate for public cloud spending worldwide, expected to have a 23.3% compound annual growth rate (CAGR) over the 2016-2021 forecast period,
Software as a Service (SaaS) is forecast to be the largest computing category, accounting for "two-thirds of all public spending in 2018."
Enterprise resource management (ERM) and customer relationship management (CRM) applications "will see the most spending in 2018, followed by collaborative applications and content applications."