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Cloud helping boost customer satisfaction, claims contact center study

Cloud helping boost customer satisfaction, claims contact center study

Author: Maria Alejandra Lopez

Source: Retail Customer Experience

Companies using a cloud-based contact center technology are achieving a 18% higher level of customer satisfaction compared to businesses using on-premise contact enter technology, according to the 2019 NICE inContact Customer Experience Transformation Benchmark report.

The report provides insights on contact center technology investment plans and polled contact center leaders in the United States, United Kingdom, and Australia, according to a press release.

«From social media messaging, to text, to chatbots, the customer relationship takes place across a wide and diverse range of channels in addition to voice. As more customers embrace multiple digital channels to communicate and engage, it becomes increasingly important for businesses to be able to quickly adopt and integrate digital channels into a seamless omnichannel customer experience,» said Paul Jarman, NICE in Contact CEO, in the release.

«The NICE inContact CX Transformation Benchmark not only shows that contact centers are moving to the cloud, but that those who are in the cloud, and those that plan to invest in customer experience, provide superior customer experiences. Leading organizations of all sizes can stay agile and ahead of customer expectations by leveraging a complete, unified and intelligent cloud contact center platform, to deliver quick, effortless interactions — anywhere,” Jarman said in the release.

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