Take a moment to observe how your contact center looks sans cloud. If you’re at a loss as to where your contact center falls on the cloud spectrum, first consider where disconnections may be happening regarding the use of your existing technology to accomplish business critical functions. For example, how satisfied are your virtual agents? Are they empowered with the right tools to quickly, efficiently and effectively do their jobs? That was the question at hand in last week’s survey commissioned by Dynamic Case Management (DCM (News - Alert)).

The survey, which questioned over 200 respondents, found that modern workers do not have the necessary tools in place to do their jobs. The survey also found that 73 percent of companies are using cloud apps, but only 36 percent feel that cloud-based apps are secure.