Cloud technologies are fundamentally transforming the contact centre.

Forecasts with regard to the potential size of the market for cloud technologies may vary, but what is clear is that investment in on-premise contact centres has flatlined in recent years, while adoption of Cloud-based solutions has increased and is likely to continue to grow.

Migration to Cloud-based contact centre solutions began with basics such as call recording and routing, speech recognition, customer relationship management, and workforce optimisation. But demand is growing for newer functionalities, such as automation, omnichannel services (a step up from multichannel), and cutting-edge analytics.

About NEC

NEC has delivered world-class technology solutions and services to customers across the globe, for more than a century.

For over 50 years in Australia, NEC has built a sophisticated technology and anything-as-a-service company which brings together the best technology and the best people to ensure our customers capture maximum value from their IT and networking investments. NEC connects people through reliable communication infrastructure while also helping to keep communities safe and secure with intelligent surveillance systems and the world’s leading biometrics identification technologies.