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Welcome to Cloud Week with ComputerTalk!

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Information about Welcome to Cloud Week with ComputerTalk!
Technology

Published on March 3, 2014

Author: ComputerTalk

Source: slideshare.net

Description

Based on our own research and industry analyst reports, we narrowed down the top 5 trends to look out for this year:
1) Cloud
2) Mobile
3) Multi-channel/Omni-channel
4) New channels (social media/video)
5) New skill requirements for agents and ways to motivate them.

This month, we will explore one trend a week, tweeting and posting relevant articles (follow us if you aren't already), so you gain a better understanding of what they could mean for your customer service strategy. At the end of the week, we'll summarize the findings in our blog - www.computer-talk.com/en/blog.

For more information about ComputerTalk's offerings, refer to http://www.computer-talk.com/products/contact-center-for-lync.
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Welcome to Cloud week! Monday: Background Tuesday: What exactly is cloud? Wednesday: Advantages / benefits Thursday: Drawbacks Friday: How cloud can help your customer service strategy Follow our social media outlets for cloud + contact center related articles! #CCTrends14 @iceComputerTalk www.facebook.com/iceComputerTalk 1

Some stats to start things off… • Hybrid cloud is the next evolution in cloud architecture, with adoption among enterprises expected to more than double by 2015.* Breakdown: Exec Responses** Believes Cloud computing will be transformational for business strategies 11% 49% 40% Exploring how Cloud computing will contribute to the business Other * source: http://finance.yahoo.com/news/hybrid -cloud-next-big-thing-192900921.html ** source: http://www.forbes.com/sites/louiscolu mbus/2013/08/13/idg-cloudcomputing-survey-securityintegration-challenge-growth 2

And some Contact Center stats to set the mood… • IDC survey results:* – US spending for cloud contact center services will grow at a compound annual rate 17.5% to $1.6 billion in 2018. – 39% of respondents are using hosted/cloud, 38% evaluating – cloud contact centers: highest penetration in North America Europe. Other regions are starting to look into it. • DMG survey results**: – 2010: 32% were using cloud contact centers – 2013: 62% * source: http://www.idc.com/getdoc.jsp?containerId=prUS24692414 ** source: http://www.prweb.com/releases/2013/11/prweb11314785.htm 3

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