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Top 5 Key Findings From CCIQ’s “Contact Center Technology” Report - 3CLogic - ContactCenterWorld.com Blog

Top 5 Key Findings From CCIQ’s “Contact Center Technology” Report

Technology has become the framework upon which exceptional customer experiences are built. And as customer service continues to become a critical aspect of a business’ success, organizations are increasingly seeking new and innovative solutions to power their contact centers. Check-out the following key insights from CCIQ’s Executive Report on Contact Center Technology in 2016 to discover the top priorities and trends impacting call centers in the coming months.

1) Businesses are increasingly allowing agents to “work from home”

Enabled by modern technology, a growing number of today’s contact center agents are permitted to “work from home”, a practice that has allowed businesses to take advantage of talent outside of their geographic region, while reducing overall costs. In fact within twelve months, more than a quarter of businesses will be employing a substantial number of at-home agents. And this shift will continue to drive demand for technological architecture that is able to accommodate multi-site, virtual contact centers without impacting quality—something only cloud platforms have been able to successfully provide.  


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2) Today’s organizations are rapidly moving to the cloud

Twelve months ago, 80% of businesses primarily housed their contact center technology on premise, while the remaining 20% chose to house their contact center technology in the cloud or a combination of cloud and on premise (hybrid). Today, that number has decreased to 58%, and is expected to fall to just 44% within the next year, indicating that cloud infrastructure is quickly becoming a crucial part of the contact center mix. Businesses will likely continue migrating their contact center infrastructure at least partially to the cloud to take advantage of the superior flexibility, reliability, and cost saving benefits it has to offer.

3) When buying technology, uptime/reliability, value for the end-user customer, and data security represent the greatest priorities

No matter what role the contact center is playing within an organization, its success ultimately boils down to the reliability and security of its communications solution. So when asked which factors played the largest role in evaluating and purchasing contact center technology, uptime and reliability not surprisingly came in first, followed closely by security and value to the end-user customer. Cloud solutions have successfully provided organizations with greater uptime and reliability, while unifying communications and enhancing usability for end-users. And while some organizations have expressed hesitation in moving all data and operations to the cloud for security reasons, hybrid models have been able to alleviate some of these concerns.

4) When assessing the performance of technology, improvements in operational efficiency, improvements in customer-oriented metrics (CSAT, NPS) and improvements in agent performance represent the greatest focuses.

As customer service continues to be the primary driver of consumer purchasing patterns, businesses of all sizes and industries have begun placing a greater focus on customer-oriented metrics such as CSAT and NPS when assessing the performance of technology. Not surprisingly, decisions makers also want to make sure the technology is capable of improving operational efficiencies and agent performance, two metrics that can also greatly impact customer satisfaction, as well as revenue. But to properly measure this, businesses must ensure they have the technology in place to properly track and monitor agent performance and customer satisfaction.

5) Virtual agents, live chat, and self-service will take center stage in 12-24 months

As adoption of Internet-connected devices continues to rapidly expand, digital forms of communication are quickly increasing in popularity, expected to surpass voice within the next two years. Not surprisingly, when asked what their contact center’s top priorities were for next year, 18% of businesses stated virtual agents, 17% live chat, 17% self-service, 16% mobile solutions, and 16% multichannel integration. Within the next 1-2 years, businesses will likely place a greater focus on enhancing and expanding their digital offerings, while ensuring all channels are integrated and supported by their contact center.

Source: http://blog.3clogic.com/top-5-key-findings-from-cciqs-contact-center-technology-report

Publish Date: April 29, 2016


2021 Buyers Guide Customer Relationship Management

 
1.) 
Academy Call Center

Tele-Sales and International Call Center
With the KRK Academy Call Center, it is not just to answer your incoming calls;
Social media management
online help
WhatsApp reply
outbound call services
Voice response systems
Call center software solutions
Voip services
Social Media Ads, Google ADS Ads, SEO, Website setup
Reporting services for your company
You can do things like.

2.) 
Alliance Infotech Pvt Ltd

alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

3.) 
Alycom Business Solutions

CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.

We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.

We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.

4.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

5.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.

6.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

7.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)

8.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.

9.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.

10.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.

11.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive

12.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.

13.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
 



View more from 3CLogic

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