Contact Center and the Cloud: What’s new in 2021?


The contact center cloud computing solution (CCaaS): what’s new in 2021?
During the last year of the pandemic, companies around the world have had to adapt to new and changing situations as the months went by: transferring employees to home, closing offices, increasing calls to customer service due to the health crisis, etc. Many contact centers took advantage of the COVID-19 crisis to anticipate their technological changes and to turn to the cloud to more easily manage their communications. As Gartner points out in its November 2020 report “Magic Quadrant for Contact Center as a Service”, CCaaS (Contact Center as a Service) solutions are now the technology of choice for most organizations looking for platforms for contact centers with less than 500 agents. These solutions are also successfully deployed in larger contact centers.

Remote working, digital agility and optimized costs
This trend towards CCaaS solutions will continue in 2021. Indeed, the pandemic is leading organizations to rethink their customer service strategy with the goal of integrating remote working. Businesses also want to take advantage of the digital agility needed when call volumes suddenly change. Also, organizations appreciate the cost optimization opportunities offered by CCaaS with its flexible pricing and the rapid deployment offered by multiple vendors. Finally, the cloud contact center platform allows organizations to take advantage of the latest technologies available on the market without the need for major investments.

Varied digital offer: omnichannel platform, analytics, artificial intelligence…
In 2021, organizations will choose a cloud contact center solution that offers a diverse digital offering. The solution should enable companies to enhance customer interactions by providing them with a unified service across different communication platforms (SMS, email, voice, chat, etc.). It should also include workforce management and quality management functionalities.

Analytics and artificial intelligence could also be useful functionalities to be integrated into contact centers in 2021. Indeed, according to Gartner, 43% of product managers in growing companies use analytics to collect and analyze customer perception and sentiment data compared to only 22% of product managers in non-growth companies.

The COVID-19 pandemic has forced many companies to accelerate technological change in their contact centers. These changes will continue into 2021-2022 and will see more and more organizations turning to contact center cloud computing solutions to meet their business needs. Because of their flexibility and versatility, these platforms are attractive to managers while allowing them to ensure business continuity in the event of a major crisis.

Whether you work within a small or large company, contact our experts who will help you choose a CCaaS solution that meets your needs!

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