In today’s fast-paced business world, companies are embracing AI capabilities and cloud-based services to enhance employee and customer engagement.
In fact, new research from Metrigy reveals that 34% of companies are using cloud-based contact centers, and 90% are utilizing cloud communications applications. However, as businesses add more channels, they face potential integration issues, security challenges, and compliance concerns.
In its latest research paper, Metrigy found that:
- 43% of companies use the same vendor for Unifed Communications and Contact Center platforms.
- 68% of companies surveyed said voice is critical for employee engagement. And even more so for the customer experience.
- 66.7% said that they will not do business with a company that does not provide a way to reach a customer service agent by phone.
- 54.2% of participants said that benefits of AI have already outweighed cost of deployment.
The solution? Intelligent communications orchestration which provides a centralized layer to manage and coordinate various applications. Learn how the new Oracle Intelligent Communications Orchestration Network Cloud Service can help.
Download this issue paper at oracle.com.
