![\"Cloud](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2023\/04\/fp-3074983743.jpg\")
\nAdvanced analytics and automation bridge gaps for improved business outcomes.<\/strong><\/p>\n SuccessKPI, Inc<\/a>., a leading, cloud-native, contact center customer experience insight and action platform provider, announced key findings such as, more than 40% of contact center decision makers report having limited success with their CCaaS migration efforts.<\/p>\n The commissioned study conducted by Forrester Consulting on behalf of SuccessKPI indicates the move to the cloud has been a frustrating journey for many due to the complexity and a lack of resources. Solution expertise and cloud technology enablers are critical to getting the most from cloud contact center solution deployments, from driving improved quality, increasing efficiency and leading to better business results.<\/p>\n The study found that while more than 70 percent of respondents agree that optimizing the performance of their Contact Center as a Service (CCaaS) is critical for business success, just 35 percent have accomplished their goal. Only 25 percent of all survey respondents \u2013 contact center decision makers from across North America, South America and Europe \u2013 are content with the performance of their contact centers.<\/p>\n \u201cThe move to the cloud has been a frustrating journey for many,\u201d according to the Forrester study. \u201cGaps in capabilities, like automation and intelligence, mean many organizations are not seeing the promise of CCaaS.\u201d<\/p>\n In the research, Forrester Consulting identified that functionality and usability deficits lead to frustration and underwhelming results:<\/p>\n In addition to the above key takeaways, the survey also found that 79 percent of respondents agree that the right cloud toolset is critical or important to optimizing their CCaaS.<\/p>\n \u201cThe key to cloud success is a cloud-native toolset that provides a single source of truth across data sources and enables advanced analytics and automation,\u201d said Dave Rennyson, CEO of SuccessKPI. \u201cThis is the reason we founded SuccessKPI\u2014purpose-built for contact centers to make simple things easy, and complex things possible from the agent to the CEO.\u201d<\/p>\n Forrester Consulting completed the study in December 2022. Participants included 267 global cloud contact center technology decision makers at organizations with 1,000 or more contact center agents that have adopted or are piloting CCaaS solutions.<\/p>\n An exclusive webinar featuring Forrester Senior Analyst Vasupradha Srinivasan will be held on May 11, 2023 at 11 a.m. Eastern Time to review the full results, discuss the ramifications of the survey and answer questions. Register for access: https:\/\/info.successkpi.com\/cloud-success-webinar.<\/p>\n Learn more about \u201cThe Frustrating Journey to Cloud Contact Center Success\u201d study here: https:\/\/successkpi.com\/cloud-success<\/a>.\u00a0<\/strong><\/p>\n<\/div>\n About SuccessKPI:<\/strong><\/p>\n SuccessKPI is a revolutionary on-demand experience analytics software provider enabling organizations to utilize artificial intelligence and automation to improve business outcomes and transform customer experiences. SuccessKPI’s insight and action platform removes the obstacles that agents, managers, and executives encounter in delivering exceptional customer service. We are trusted by some of the world’s largest government, BPO, financial, healthcare, and technology contact centers in the United States, Europe, and Latin America. Learn more at www.successkpi.com<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":" SuccessKPI has announced research findings that reveal solution expertise and cloud technology enablers are critical to getting the most from cloud contact center deployments and achieving better business results..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/39293"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=39293"}],"version-history":[{"count":6,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/39293\/revisions"}],"predecessor-version":[{"id":39301,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/39293\/revisions\/39301"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=39293"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=39293"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=39293"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}\n