CALABRIO-2021年呼叫中心报告（英文）-2021.5-20页.pdf

Cloud is here. What’s next? STATE OF THE CONTACT CENTER 2021 State of the Contact Center 2021: Cloud is here. What’s next? INTRODUCTION The Cloud Inflection Point An Inflection Point in Cloud Transformation 68% Of Cloud 3-In-4 Contact Migrations As the COVID-19 crisis accelerated the digital transformation timeline across the Centers Have Occurred During business world, one estimate suggests we collectively crammed 5.3 years of digital Moved to the Cloud the Last Year transformation activity into the first half of 2020. Contact centers grew more critical to business success as organizations relied on them to nurture customer relationships through fluctuating service levels and an evolving world of work. This 2020 2021 forced contact centers in every segment to become more agile in their operations and more flexible with their technical infrastructure, pushing the contact center 1-In-10 Contact 4-In-10 Contact world across a major inflection point. Centers Were Centers Are Now Calabrio’s State of the Contact Center 2021 report found that more than three-in- Fully Cloud-Based Fully Cloud-Based four contact centers made full or partial moves to the cloud. An astounding 68% of those cloud migrations happened over th