Multi-Channel Cloud Contact Center

Future of Customer Experience Management

Top three drivers for investing incustomer experience management

Cloud Contact Center

Multi-ChannelContact Center

Quality and PerformanceManagement

The top 5 metrics to be sharedwith agents in real-time

In 2013, 62% of organizations were already using cloud-based contact center solutions and this number

is expected to grow by 25% in 2015

By the end of 2015 more than 18% of contact centerseats will be delivered by cloud-based contact center infrastructure providers

At year-end 2016, more than 50% of Global 1000 companies will have stored customer-sensitive data in the public cloud

Improve customer retention – 42 %Improve customer satisfaction – 33 %Increase cross-selling and up-selling – 32 %

31% of organizations closely monitor the quality of interactions with target customers

Number of calls in queue

30% of customer service engagements are via email, web self-service, chat, and other online techniques

57% best in class companies measure support center success across email, chat, web, and voice

Service level

Customer satisfaction

Schedule adherence

First contact resolution

60% of all repeat calls are process or training driven

31% of organizations recognize and reward employees for improving customer experience

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86% of contact centers are multi-channel, and

74% of customers are using over three channelsfor customer service

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success@orchestrate.com

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1. http://www.gartner.com/technology/research/predicts/2. https://www.forrester.com3. http://www.aberdeen.com/4. http://www.dmgconsult.com5. http://www.icmi.com6. http://cfigroup.com7. http://cloudcomputingtopics.com/ Frost & Sullivan

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