Aspect
NOVEMBER 5, 2018
Global market intelligence firm, International Data Corporation predicts that by 2020, 67% of enterprise infrastructure and software will be for cloud-based offerings. Are you considering moving your contact center to the cloud? With 2019 less than 60 days away it may be time to ask yourself what you’re waiting for.
Spearline
NOVEMBER 25, 2020
The Taylor Research Group highlights in their Contact Center Industry Stats that “although customers want multiple options when it comes to communicating with an organization, voice still remains the most critical and predominant channel” Contact Babel’s research indicates that telephone calls account for 66.3%
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Callminer
DECEMBER 17, 2019
Cloud contact centers may be more reliable. “Cloud contact centers are 27% cheaper and experience 35% less downtime than their on-premise counterparts.” ” – 88 Call Center Statistics You Must Read: 2019 Data Analysis & Market Share , Finances Online; Twitter: @Financesonline.
Vonage
JANUARY 30, 2019
Contact centres are a case in point. We know cloud contact centres enable both virtual and home-based resource models. As more centres migrate to the cloud, more can consider these options. You can hear more from Martin on his predictions for 2019 by watching our webinar on-demand here.
Enghouse Interactive
DECEMBER 5, 2018
The following blog takes a look at the contact centre and what we can expect to see in 2019. Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype. Those questions are not likely to stop during 2019.
Noble Systems
FEBRUARY 20, 2019
In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Here are some of the 2019 trends that can help create an effortless agent experience. Move to the Cloud.
Call Experts
FEBRUARY 12, 2020
In 2019, automatic call distribution sported 23.3% Key 2020 Trends: Cloud Contact Centers. Self-service tools empower customers to reach out to agents for more complex interactions, like those requiring judgment and empathy. year-over-year growth, and agent performance optimization increased by 39.2%. through 2022.
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