target audience: TECH SUPPLIER Publication date: Aug 2023 - Document type: IDC Survey - Doc Document number: # EUR151065623
European Enterprise Communications and Collaboration Survey, 2023: Attitudes Toward Contact Center
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Abstract
This IDC Survey summarizes key trends around contact center solutions based on IDC's 2023 European Enterprise Communications and Collaboration Survey, looking at the migration to cloud-based contact centers and the most commonly used channels. Digital channels are the most widely used by contact centers, but a significant portion are looking to move to contact center as a service (CCaaS) in the next two years. Businesses have a focus on customer experience (CX) and believe artificial intelligence (AI) and automation enabled in the cloud will help them collate large pools of data and create a 360-degree view of customers' journeys. There are opportunities for combined CCaaS and unified-communications-as-a-service (UCaaS) solutions that can connect the front and back offices, enabling agents to find information quicker.