The 2020 Fortune Business Insights Report predicts the global cloud market to grow from $76.43 billion in 2021 to $390.33 billion in 2028.

Statistic Info

When your Contact Center is based on cloud-centered communication, your business is capable of providing 24/7 support. Customers won’t have to worry about when you’re “open” in order for them to get the help they need. Being available all of the time allows the customer to have continued support and they’ll be confident you have their back.

Author: Fortune Business Insights

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Contact Center Solutions

When callers aren’t transferred, 49% of people feel relieved, 37% feel their business is valued, 34% are more inclined to complete a purchase.

80% of calls answered within 20 seconds represent the global metric for service level in a call center, while the average speed to answer is around 28 seconds.

Acquiring new customers costs 5-10 times more than selling to existing ones.

The 2020 Fortune Business Insights Report predicts the global cloud market to grow from $76.43 billion in 2021 to $390.33 billion in 2028.

67% of the companies have shown tremendous growth and business potential by collecting customer feedback. Excellent customer service feedback plays a crucial role in elevating any call center’s brand value.

88% of customers expect companies to accelerate digital initiatives due to the COVID pandemic.

Live chat increases conversion rates by nearly 4%

53% of consumers say they must repeat their reason for calling to multiple agents

Reducing operating costs and/or boosting productivity is the #1 the top priority for contact center leaders

44% of customers get annoyed, irritated, or angry when on hold for 5-15 minutes

More 2021 Stats

With nine in 10 companies planning a hybrid model moving forward, organizations must reinvent the processes and tools they previously relied on

Around 50% of consumers will use mobile messaging apps for customer service and support.

58% of companies found over 1,000 folders with inconsistent permissions, showing that access policies need a lot of work for many.

34% of data breaches involved internal actors

IDC predicts that the global population of low-code developers will have a compound annual growth rate of 40.4% between 2021 to 2025.

The BPM industry has grown between $13 billion to $14 billion by 2021

73% of CFOs state their businesses are already streamlining workflows and processes with automation and integrations

During the period 2021-2028, the BPM market is expected to increase at a CAGR of 12.0%

Research found that companies with elite-performing engineering organizations are twice as likely to achieve their organizational goals and achieve a 50% higher growth rate over three years.

About 69% of businesses have adopted cloud-computing technology.