Just Released: Benchmark Study on Cloud-Based Contact Centers Provides Insider Insight

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DMG Consulting, sponsored by Connect First, has released, “A Worldwide Benchmark Study of Cloud-Based Contact Center Applications, Channels and Satisfaction,” an in-depth study on the cloud-based contact center industry.

DMG Consulting has released, “A Worldwide Benchmark Study of Cloud-Based Contact Center Applications, Channels and Satisfaction.” The comprehensive study analyzes three highly interrelated topics:

  •     Contact center initiatives and investment priorities for 2014
  •     Contact center applications and challenges
  •     Cloud solution drivers, concerns and satisfaction

These topics are more important now than ever before, as times are changing very fast.. In DMG’s 2010 study, only 31.8% of companies indicated that they were using some kind of contact center system or application in the cloud. In their 2013 worldwide study of 169 enterprise, contact center, IT, Operations, sales and marketing executives, management and leaders in organizations of all sizes, DMG found that 62.4% of respondents were using cloud-based systems and applications in their contact service departments.

With cloud-based systems growing so rapidly, information and insight into the industry becoming increasingly valuable. In addition to the aforementioned three topics, DMG’s report contains valuable insight and information over a variety of topics. For example the report will contain information that will enable readers to benchmark their company’s performance in their contact center environment, identify top investment priorities for contact centers, help enterprises build servicing strategies, investment roadmaps and much more.

The report is sponsored by Connect First, an award-winning telecommunications company.

“DMG’s benchmark study is a must read for anyone involved in the contact center industry,” said Geoffrey Mina, Connect First CEO. “The report contains incredibly valuable information and advice ranging over a variety of topics, from economics to customer service.”

To download a free copy of the report, please visit us at Connect First.

DMG Consulting and Donna Fluss have been analyzing the cloud-based contact center infrastructure market since 2008. They are an independent research, advisory and consulting firm whose mission is to help their clients build world-class contact centers.

About Connect First: Connect First is an award-winning SaaS telecommunications and cloud contact center software provider that focuses on customer satisfaction and elegant hosted solutions. Connect First offers a robust platform, designed and supported by a team of highly experienced engineers, designers and business analysts, and backed with personalized in-house customer care. Solutions include Cloud Routing, Inbound ACD, Outbound Dialing, Call Tracking, Interactive Voice Response (IVR), Voice Broadcast, Disaster Recovery, Predictive Dialer, Real-Time Telemetry, CDR Reporting, Live Agent Chat and more. Through a consultative approach with each customer interaction, Connect First builds customized solutions to meet the needs of a discerning customer base. Visit http://www.connectfirst.com for more information or a free consultation with a contact center solutions expert.

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