CALABRIO-2021年呼叫中心报告（英文）-2021.5-20页_11mb

报告摘要

Cloud is Here. What's Next? – Summary of the State of the Contact Center 2021 Report

Introduction

The State of the Contact Center 2021 report highlights the significant shift in the contact center industry towards cloud-based solutions, driven by the acceleration of digital transformation during the COVID-19 pandemic. This transition has pushed the industry into a new phase known as the Cloud-Smart Era, where the focus moves from reactive problem-solving to proactive, strategic use of cloud capabilities.

Core Content

Cloud Transformation Inflection Point: The pandemic caused a dramatic shift, with 75% of contact centers now recognizing the cloud as a strategic asset, not just a cost or flexibility tool.
Cloud Maturity: As of 2021, one-in-four contact centers are fully cloud-based, up from less than 10% in 2020. Migrations have been largely accelerated in the last year.
Cloud-Smart Era: This era is characterized by a shift to proactive strategies that leverage cloud agility, flexibility, and computing power to achieve business goals.
Cloud Solutions Enable Strategic Value: The cloud is now seen as a platform for innovation, including VOC analytics, AI/ML, and employee engagement.
Cloud-Driven Analytics: Cloud-based solutions are helping contact centers improve customer and employee data analytics, with 70% reporting enhanced capabilities.

Key Insights

Key Insight #1: The cloud drives strategic business value – not just cost-optimization

The first wave of cloud migration was reactive, focusing on cost and flexibility.
Now, cloud adoption is strategic, enabling smarter business decisions and targeted CX enhancements.
On-premise contact centers struggle to see the full potential of cloud solutions.

Key Insight #2: The cloud powers an analytics-driven approach

90% of contact centers expect growing analytics demand, especially from executives.
Cloud-based solutions significantly improve analytics capabilities for both customers and employees.
On-premise centers lag in accessing and utilizing analytics insights.

Key Insight #3: Cloud-powered solutions make AI & ML practical

Cloud platforms enable democratization and industrialization of AI and ML, making them more user-friendly, scalable, and trustworthy.
Cloud-powered contact centers are more likely to successfully implement AI in their workflows.

Key Insight #4: Cloud-powered agility helps contact centers meet rising customer expectations

Customers demand more channels, faster responses, and empathetic service.
Full-cloud contact centers are 2x more likely to implement new capabilities like social channels, chatbots, and BI platforms.
Cloud maturity is directly linked to the success of customer experience initiatives.

Key Insight #5: Agents are happier in the cloud

Cloud-based solutions offer flexibility, performance transparency, and better tools and training.
90% of contact centers now use employee engagement data to improve CX.
Cloud-powered contact centers report higher agent satisfaction and productivity.

Key Insight #6: Cloud security fears ebbing – but data loss fears limit migration

Security in the cloud is now perceived as more secure than on-premise systems.
Data loss is the primary concern for those still hesitant to migrate.
Only 1-in-4 contact centers cite security as the main barrier, while half report a reduced fear of cloud security over the past five years.

Key Insight #7: Seeing is believing in the value of the cloud

Cloud-powered contact centers are more confident in their ability to achieve strategic outcomes.
They see value in cloud-based decision-making, analytics, collaboration, employee engagement, security, and agility.
On-premise contact centers remain skeptical, highlighting the need for exposure and experimentation with cloud solutions.

Survey Methodology & Audience

Conducted a 5-minute online survey with 273 contact center managers in the USA, UK, and DACH.
Industry distribution:
- Financial/Banking: 19%
- Utilities: 17%
- Retail/Apparel: 16%
- Healthcare: 14%
- Airlines: 4%
- Distribution: 14%
- Other: 16%
Job titles:
- Manager: 30%
- Team Leader: 12%
- Head of Call Center: 14%
- Customer Services Director: 12%
- Operations Manager: 8%
- Others: <5%

Future Outlook

The Cloud-Smart Era is here, and the focus is now on how to migrate, not if.
Contact centers are evaluating migration strategies: full cloud, partial/hybrid cloud, or on-premise.
The main concerns include:
- Fear of data loss during migration
- Legal and regulatory uncertainties
- Lack of budget, expertise, and resources
Proactive strategies are now essential to gain competitive advantage, including:
- VOC analytics
- AI-powered WEM
- True BI platforms

Conclusion

The State of the Contact Center 2021 report underscores that cloud adoption has moved from a cost-cutting measure to a strategic enabler. As the industry moves into the Cloud-Smart Era, contact centers must look beyond basic cloud migration to leverage cloud capabilities for innovation, agility, and growth. Those still hesitant should consider partial cloud solutions to experience the benefits firsthand, while those already in the cloud must remain proactive to unlock unrealized potential and stay ahead in a rapidly evolving market.

Calabrio

Calabrio is a customer experience intelligence company that helps organizations enhance human interactions through cloud-based solutions. Their platform offers: