61% Say Cloud Improves Customer Service

61% of senior contact centre professionals agree that cloud adoption would make customer service “better”.

The survey carried out by Aspect Software also revealed that 47% felt that using cloud technology would definitely improve the customer perception of their brand, including appearing “forward thinking”.

Additional findings include:

• 76% of contact centres in the UK intend to use at least one cloud-based service before the end of 2015.
• 41% already use at least one application or tool based in the cloud, while a further 35% have plans to introduce at least one cloud service in the next 12 months.
• 37% and 24% of respondents (respectively) named scalability and flexibility as the single biggest benefits of using cloud services in the contact centre.

“The [customer service] industry is recognising the crucial need to embrace cloud computing’s flexibility and scalability to meet these sky-high expectations of a quick, satisfactory resolution, with – most importantly – 100 per cent consistency between channels, whether that’s on the phone to a live agent, or sending a quick tweet,” sid Keiron Dalton, Director of Cloud Solutions EA at Aspect.

For more information about Aspect Software, visit their website.