New Study by IntelePeer Reveals Contact Centers Utilizing Over-the-Top CPaaS Solutions Gets Major Results

With the majority of larger enterprises still utilizing on-premises contact center solutions, IntelePeer worked with Nemertes to gain deeper insight into the problems being faced by these companies as they work to make their Customer Experiences more agile, innovative, and scalable.

FREMONT, CA: IntelePeer, a leading Communications Platform as a Service (CPaaS) provider, declared the results of a custom research study conducted by Nemertes Research, concentrating on critical business and technology challenges faced by companies utilizing on-premises contact centers and how they plan to address these within the next two to five years.

With the majority of larger enterprises still utilizing on-premises contact center solutions, IntelePeer worked with Nemertes to gain deeper insight into the challenges being faced by these companies as they work to make their Customer Experiences more agile, innovative, and scalable.

“At the beginning of the pandemic, we saw many of our customers with contact centers struggling to adjust to the need for setting up remote work for agents while ensuring they maintained customer service levels. This study was an opportunity to go deeper into the contact center’s needs, to better understand how we can solve their current and future challenges,” stated Alison Haynes, Senior Vice President of Marketing at IntelePeer. “As this study shows, on-premise contact centers are seeking ways to accelerate digital initiatives using AI, automation, and analytics without having to rip and replace their existing agent-facing solutions. Nemertes’ expertise in research around the contact center and customer experience made them the perfect partner for this study.”

“The most compelling finding from this study is that the majority of CX leaders running on-premises contact centers want to keep them—and innovate over the top,” stated Robin Gareiss, president of Nemertes Research and author of the study. “Their platforms work well and typically have years of customization built in. But now as they try to extend capabilities to remote workers and innovate with AI and analytics, they want to leverage the agility of cloud through CPaaS integration. Those who have done so are reporting impressive business success metrics.”