SURVEY PAGE: FY24 Q2 Cisco Webex CC-Comp and In-Market HQL

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1. Which of the following best describes your organization’s primary objective in modernizing its contact center solution?*

Optimize the customer experience to stay competitive

Minimize customer churn, and maximize retention

Consolidate vendors and solutions

Obtain a future-proof solution

2. What is your biggest frustration with your current contact center solution?*

Products are fragmented and customer data is siloed

On-premises architecture is costly to maintain

The difficulty or inability to automate customer journeys

The lack of data to improve the customer experience

3. Which best describes your current contact center solution?*

Lacking in feature innovation

Rigid and slow performing

Requiring too much customization

Overly complex and fragmented

4. What would be the biggest benefit of modernizing your contact center solution?*

Better understanding what our customers want

Enhancing the customer experience

Improving the agent experience

Making the business more efficient

5. How would you rate the competitiveness of your current contact center vendor’s solution?*

Leading the industry

On par with other vendors’ contact center solutions

Lagging the industry

6. Does your organization use any of the following contact center vendors?*

7. What is the biggest benefit of a cloud strategy for contact center solutions?*

Ease of management

Real-time and historical reporting and dashboards

Integration with business applications like Salesforce and Zendesk

User-friendly collaboration tools

8. Which of the following is the most important criteria when considering your contact center solution?*

Empowering agents to more effectively service customers

A complete, unified platform spanning the entire customer journey

Flexibility and scalability to adapt to future needs

Support for new digital channels

9. Considering the business aspects, which is the most important when choosing a contact center partner?*

Price/performance

Market leadership

Trusted vendor relationship

Breadth of the solutions portfolio

10. Considering the technology aspects, which is the most important when choosing a contact center partner?*

User-focused features and functionality

A track record of delivering secure solutions

An out-of-the-box, easy-to-deploy and manage solution

Leveraging advanced technologies like AI

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