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Industry Research : Disruption Brings an End to Contact Centers as We Know Them, Declares Everest Group

#contactcenterworld, @everestgroup

Disruption in the contact center outsourcing (CCO) market is bringing an end to contact centers as we know them, according to Everest Group, a consulting and research firm focused on strategic IT, business services and sourcing. Recent Everest Group research suggests that the traditional approaches and scope of services that have defined CCO in the past are rapidly evolving into a new set of buyer expectations and service provider capabilities more appropriately considered customer experience services.

The key drivers of this evolution are:

Evolving customer expectations – Digital-savvy customers are demanding service availability at their channel of choice, and they expect a fast and accurate resolution to their issues. Buyers seek service providers who can help them meet and exceed the expectations of digital-native customers.

Changing buyer focus – Buyers are becoming more customer-centric, with increasing focus on building a loyal customer base. Buyers expect service providers to participate in tailoring innovative customer experience solutions.

Service provider challenges – Under pressure to deliver tangible business outcomes for their clients, service providers are seeking to make people and technology investments that will equip them to provide differentiated customer experiences.


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"We see traditional CCO approaches evolving quite rapidly into those focused on delivering customer experience services," said Katrina Menzigian, vice president at Everest Group. "This is apparent in the rise of consulting and co-innovation engagement models, the adoption of sophisticated digital services to enable omni-channel customer engagement, and pricing constructs based on tangible business outcomes." Another insight from the study is that services such as customer analytics, customer retention management and performance management—which once were considered value-added services—were included in almost half of the CCO contracts in the past two years. In other words, buyers have come to expect them as core delivery capabilities because they are required to deliver exceptional customer experiences.

With buyers and service providers looking to redefine contact center relationships and focus on customer experience delivery, the CCO market witnessed a subdued growth rate of 3 percent in 2016 to reach US$78-80 billion.

Contributing factors in the decline in growth rate include:

Rising technology adoption – Use of analytics and automation has reduced human effort, requiring fewer FTEs for the same work

Geopolitical factors – Buyer apprehension due to Brexit, US elections, etc. led to reduced buyer activity
Growth of non-voice interactions – Though larger in volume, non-voice interactions have lower costs

As buyers and providers become more mature and come to terms with the disruptions, the market is expected to resume growth at 4-5 percent by 2020.

These findings and more are discussed in "Contact Center Outsourcing Annual Report 2017 – Disruption is Here: The End of Contact Centers as We Know Them." This report provides an overview of the CCO market, including market size and adoption trends, value proposition and solution characteristics, and service provider landscape.

Other key findings:

- The global contact center spend stands at US$310-335, of which third-party outsourcing accounts for approximately 25 percent

- Multi-region contract signings continue to increase as buyers look to consolidate their service provider portfolio across regions

- The delivery model is leaning towards balanced shoring, as providers look to achieve optimum balance between onshore and offshore delivery

- Technology investments in predictive and prescriptive analytics have risen significantly in the last couple of years
CCO specialists have witnessed flat growth in 2016. IT + BPO players grew at the maximum rate due to their investments in analytics and automation.

- Enabler technology comprised most of CCO-related investments, amounting to half of the total investments. Analytics, automation and multi-channel tools formed the bulk of enabler technology investments.

#contactcenterworld, @everestgroup

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.prweb.com

Today's Tip of the Day - Beware Of Techno Babble & Jargon

Read today's tip or listen to it on podcast.

Published: Thursday, October 5, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 

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