Based on a recent study
conducted by IDC in the Middle East on behalf of IST & Genesys, "74% of organizations that use cloud-based applications in customer engagement centers have benefited from improved CX."
Organizations in the Middle East are finally joining the cloud movement and many are starting to see the benefits of using cloud-based customer engagement solutions in contact centers. IDC’s research
has shown that the surveyed organizations favoured solutions involving "quality management, email engagement, CRM tools and collaborative applications."
Download The Research:here
The number one driver of migration to cloud-based customer engagement solutions is enhancing agent performance. 38% of organizations in the study claimed that the leading driver for deploying a cloud-based solution in their contact center was:
improved agent efficiency & productivity.
The Middle East is moving toward a more cloud friendly environment, as countries continue to invest in digital transformation initiatives and new technologies. The cloudservices infrastructure market in the Middle East is expected to grow by 230% by 2022.
Source: IST Blogs