61% Say Cloud Improves Customer Service 413 Filed under - Archived Content, Alvaria 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. Keiron Dalton “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. Author: Megan Jones Published On: 3rd Dec 2014 - Last modified: 12th Dec 2018 Read more about - Archived Content, Alvaria Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter