云联络中心：为数字优先的世界实现客户服务现代化

Uncover how organisations areleveragingthe cloud to scale contact centre operations, boostagility,and improve CX INSIDE Foreword Contents Contact centre leaders today are navigating aperfect storm: rising customer expectations, surgingvolumes of interactions and tickets, and a growingmandate to do more with less. While technology isadvancing rapidly,offering real solutions to thesechallenges,it also brings complexity. Leaders mustnot onlyidentifythe right tools but also managedigital transformation, train their teamseffectivelyandcontinuouslydemonstratereturn on investment (ROI). costefficiency, and innovation.Leading the charge isthe cloud contact centre,a platform designed for speed,security,agility,and seamless integration. Forewordpage 2 Cloud contact centres centralise customer interactionsacross channels such as voice, email,chat, and socialmediawithout the burden of on-premiseinfrastructure.With built-in capabilities for scaling and adapting toshifting customer demands, they offer CX leaders thetools to evolve quickly. Integrated workforce managementfeatures helpoptimisestaffing, while remote accessibilityand flexible deployment models appeal to bothorganisations and the agents who power them. SECTION ONE Modernising the contact centrepage 3 SECTION TWO In 2026,CX Network’s annual research into the state of CXfound that at present, cloud migration is a top-10 investmentpriority for CX practitioners globally and that when itcomes to strategic CX aims for the year ahead, 14 percentof practitioners are focused on transitioning to a virtualor hybrid contact centre model. The research, conductedin December 2025 and January 2026, also found that 94percent of 342 respondents have seen customer serviceinteractions increase over the last year, with the greatestshare (21 percent) of respondents saying their service suitenow handles 10-20 percent more contacts than a year ago. Enhancing CX through intelligentautomationpage 6 Crucially, in an era defined by AI-powered capabilities,cloud contact centres are the bedrock of transformation. Byautomating routine tasks, surfacing real-timeinsightsandaugmenting agent performance, AI enables faster, morepersonalised interactions. It also boosts employee engagementby allowing human agents to focus on what they do best:resolving complex issues with empathy andexpertise. SECTION THREE Enabling flexibility and innovationpage 8 Conclusionpage 10 AboutCX Asia Weekpage 11 It’s clear that legacy contact centre environments,with their limited flexibility and outdated infrastructure,are falling short of delivering the rapid and seamlesssupport customers demand. They also create frictionfor human agents, contributing to burnout and highturnover. As a result, CX leaders are increasingly turningto modernisation strategies that prioritise scalability, ThisCX Networkreport explores how cloud contactcentres are enabling the future of customer service.Featuring insights from practitioners who have workedfor LEGO Group, CommBank, GB Corp, SiemensHealthineers, and ALDO Group, this report offerspractical guidance and forward-looking perspectives forthose leading the next wave of CX transformation. About CX Networkpage 12 Modernising the contact centre In today’s fast-paced digital landscape, legacy contactcentres often fall short of meeting rising customerexpectations.Organisationsare modernising theirinfrastructure by migrating to cloud-native contact centreplatforms.Cloud transformationis enablingscalableoperations, improved systemagilityand the groundworkfor future innovation.Andthe futureis arriving swiftly. markets, according toCX Network’s annual research intothe state of CX. disruption, operations can continue with minimaldowntime,” he adds. Victor Hernandez Saldana, manager ofworkforcemanagement at ALDO Group, says: “Migrating toacloud-based, AI-driven platform plays a criticalrole in ensuring business continuity by providingstability,scalability,and resilience. Unlike traditionalon-premisesystems that are vulnerable to outages,require constant maintenance, and rely on physicalinfrastructure,cloudsolutions offer real-time updates,automaticbackups,and disaster recovery capabilities. Cloud-based infrastructure is also crucial for AI deploymentand by enabling easier data integration as well as scalablecomputing power, it offers the flexibility to meet demandthat cannot always be predicted. AI is also upgradingcloud contact centres and catapulting them into the future. “Cloud centre migration will be expedited not becausethe tech people initiate it, but because customers whoseek a solution that is quick, easy, and painless willdemand it,” says BillQiseng, CEO of Customer CARE. Inaddition to helping meet customer demand, a cloud-based contact centre also supports business continuity,a top-10 investment priority for CX practitioners in all “AI-driven platforms enhance operational efficiencyand responsiveness,” says Saldana.“ByleveragingAI-powered forecasting a