Contact Centres Rush to the Cloud to Overcome Legacy System Limitations

West UC study shows legacy systems are standing in the way of delivering better customer experiences

The Cloud revolution is picking up pace in the contact centre industry, driven by legacy system limitations, changing customer behaviours and more flexible business models. These are the findings of a new report: The State of Customer Experience 2017, which confirms that 39% of UK contact centres have already migrated to the Cloud and 57% are planning or actively considering a move within the next three years.

The study confirms that a cloud-based solution has become the preferred  infrastructure choice for the majority of organisations today.  The study suggests a cloud platform is best-suited to help the contact centre align with the top three business priorities for UK business: improving profitability (63%), ensuring technology keeps pace with changing customer behaviours (67%) and security (37%).

  • 39% of companies have already migrated their contact centres to the cloud
  • 53% are planning to move their contact centres to the cloud within three years
  • 65% say speed of deployment is the biggest benefit of cloud contact centres

Cloud Contact CentreLegacy systems and their limitations are a big roadblock when it comes to delivering and designing positive customer experiences across digital and voice channels. Fewer than half of customer experience professionals (47%) are able to strongly agree that their contact centre ‘meets my needs as a customer’. Only 20% have a web self-service capability, and just 29% could strongly agree their contact centre has the ability to deliver seamless customer experiences across multiple channels.

Those who have already made the plunge and migrated their contact centres to the cloud are reaping the rewards, citing the biggest benefits as speed of deployment for new features (53%), cost savings from flexible licensing models (47%) and a reduction in maintenance costs side-by-side with access to a more advanced feature set (45%).

Enda Kenneally, VP of Sales and Business Development, West, commented:

“Company success now more than ever hinges on the customer experience. Yet many contact centres are failing, not because they don’t understand their customers, but because legacy systems are unable to meet their needs. Today’s customers want to be able to communicate in the way that suits them best – be that through web chat, self-service, or just picking up the phone. Migrating to the cloud is not only the most cost effective way of addressing these needs, it is also quickly becoming the most sensible strategic investment choice.”

Other benefits of cloud highlighted by those who have already made the move include improved customer experience and satisfaction, the ability to extend the contact centre across multiple locations, and the ability to meet the mobility and flexibility needs of those working remotely.


About the report
The “State of Customer Experience 2017” report draws on fresh insight from over 200 professionals involved in delivering customer experience to provide a fresh look at the state of the customer experience at the beginning of 2017.

We undertook a survey with 200 managers and decision makers in contact centres across a range of vertical industries, spanning the public and private sectors.

Then, to put the quantitative findings in context and dig deeper into underlying trends and issues, we commissioned a series of focus groups with a broad range of decision makers in a wide diversity of contact centres by industry function and size. Job functions included Contact Centre Owner, CEO, Sales Manager, Customer Experience Manager, Marketing Manager as well as Contact Centre Managers and Team Leaders.

About West Corporation

West Corporation is a global provider of communication and network infrastructure services. West helps its clients more effectively communicate, collaborate and connect with their audiences through a diverse portfolio of solutions that include unified communications services, safety services, interactive services such as automated notifications, telecom services and specialty agent services.

For 30 years, West has provided reliable, high-quality, voice and data services. West has sales and operations in the United States, Canada, Europe, the Middle East, Asia Pacific and Latin America.


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