Helping brands determine if a cloud solution makes good business sense for their organization

Best practices and a checklist for vendor selection

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San Francisco, CA – September 5, 2013 Constellation Research, Inc. the research and advisory firm focused how disruptive technologies transform business models announced today the publication of a new research report: “Cloud Customer Support Delivers High Value” by Constellation Vice President and Principal Analyst, Elizabeth Herrell. Cloud customer support addresses the new demands for cross channel services, social and mobile support.  This market overview discusses the major benefits of cloud services for customer support in addition to factors required for making informed decisions regarding utilization of cloud services for next generation customer support.

This report reveals:

  • Major shifts in customer expectations that drive a new support model
  • How cloud services support innovation to improve customers’ experiences
  • Importantly, this report helps brands determine if a cloud solution makes good business sense for their organization. It also highlights key vendors in this space and the type of services they provide

While cloud solutions have been available for several years, many brands have major concerns regarding using the cloud to support their complex customer support ecosystem. Deciding on a cloud solution for customer support is not just about cost savings but about driving innovation and flexibility into current operations to support emerging support requirements for traditional, social and mobile customers.  This report looks closely at the operational, technical and customer support benefits of a cloud customer support solution and provides guidance in developing a business case for the cloud.

The rapid change in how customers expect to interact with customer support requires that traditional customer support organizations move rapidly to keep up with the many emerging applications that are now considered essential for customer support.  This report provides best practices and a checklist for vendor selection.

This report fits into Constellation’s business-focused research themes: Next Generation Customer Experience and Technology Optimization & Innovation

ABOUT Elizabeth Herrell
Elizabeth Herrell is Vice President and Principal Analyst covering customer experience, customer service and unified communications. Elizabeth’s current research focuses on identifying key trends and innovative technologies for customer support.


Twitter: @eherrell
Geo: Sedona, AZ

More information about “Cloud Customer Support Delivers High Value” can be found here:

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